Compatibility:

WebSite X5 Pro

After making an online purchase, customers need to know whether their order has been received, how to complete any outstanding payment, and when they can expect their products. Notification emails keep them informed throughout these stages and let them retain a summary of their purchase and other useful information.


With WebSite X5, you can configure the communications sent by your store and customize their text. The program automatically adds the order details, while you can complete the message with instructions, links, and documents for the customer.


In this guide, we will cover how to:


Which emails can customers receive?

The available notifications depend on how you collect orders, how payments are handled, and the types of products you sell.


WebSite X5 provides four types of communication:

  • Order confirmation with payment pending: lets customers know that their order has been received and provides the information needed to complete the payment.
  • Order confirmation with payment completed: confirms the order once payment has been made.
  • Order fulfillment notification for physical products: informs customers that the items to be delivered have been dispatched.
  • Order fulfillment notification for digital products: provides links to download the purchased files and any instructions for using them.


Not every order requires all four communications. Prepare the text according to the notifications your store uses, clearly distinguishing between order receipt, payment, and fulfillment.


How to set up notification delivery

To get started, go to Step 1 - Settings > Shopping Cart > Send Order. Here you can choose how to receive and store order data.


If you receive orders by email

  • Select Send data by email.
  • Enter a valid address in the Administrator email field.
  • If you also want to receive the order data in a CSV file, enable Attach order data in CSV format.
  • Customize the Header text and Footer text of the email sent to the customer.


With this method, the customer receives an order confirmation with payment pending.


The CSV attachment contains order data for the administrator to manage. It is separate from the documents you can add to the message sent to the customer.


If you store orders in a database

  • Select Send data to a Database.
  • Fill in the Administrator email field: this address is also used as the sender of the order confirmation.
  • If you want to receive a notification when an order is recorded, enable Send an email to notify the data has been received.
  • Choose whether to send the order confirmation before or after payment.
  • Select the type of email you want to customize from the notifications menu.


Managing orders through a database lets you use the communications provided for the different stages of an order.


#tip – Collecting orders. To configure order storage and management, see How to set up order collection through a database?


How to customize the text of your emails

Each message includes customizable sections and information added automatically by the program. The Header text and Footer text fields let you accompany the order summary with an introduction, useful instructions, and contact details.


To edit them:

  • Go to Step 1 - Settings > Shopping Cart > Send Order.
  • If available, select the type of notification you want to work on from the menu.
  • In the Header text, explain why the customer is receiving the message and what information it contains.
  • In the Footer text, add any final instructions, support contact details, and your store’s signature.
  • Use the editor commands to format the text and add links.
  • Repeat these steps for the other notifications your store uses.


For example, an order confirmation with payment pending could begin like this:

Thank you for your order.
Below you will find a summary of the products you ordered and instructions for completing your payment.


For a confirmation with payment completed, the message could read:

Thank you for your purchase.
Your payment is complete. Below you will find your order summary.


In the closing section, you could write:

If you need assistance, please contact us and include your order number.
The [Store name] team


Adapt these examples to your store’s tone and the way you manage purchases. Avoid requesting payment in a message that already confirms it has been completed.


Where does the information in the order confirmation come from?

In addition to the opening and closing text, the confirmation can contain several blocks of information. To edit them, you need to change the settings they are taken from.

  • Customer details: these are the details entered during checkout. Define the form fields in Shopping Cart > Customer Details.
  • Order summary: this is generated automatically and lists the purchased products, quantities, amounts, and total.
  • Payment information: this comes from the Email Message section of the payment method chosen by the customer.
  • Shipping information: this comes from the Email Message section of the selected shipping method.


You do not need to copy the summary into your custom text. Use the opening and closing sections for information that applies to all orders, and configure instructions that depend on the customer’s choices within each payment or shipping method.


How to complete the payment instructions

Open the payment method settings and fill in the Email Message section with the necessary instructions.


For a bank transfer, for example, you can specify:

  • the account holder’s name;
  • the IBAN;
  • the payment reference to use, asking the customer to include the order number;
  • any additional instructions required by your order management process.


Check every payment method enabled in your store: the instructions must match the method chosen by the customer.


How to complete the shipping information

Open the shipping method settings and fill in the Email Message section.


You can specify the service used, estimated delivery times, and useful delivery information. Distinguish order preparation time from transit time, and avoid making promises you cannot keep.


Where does the information in the order confirmation come from?

In addition to the opening and closing text, the confirmation can contain several blocks of information. To edit them, you need to change the settings they are taken from.

  • Customer details: these are the details entered during checkout. Define the form fields in Shopping Cart > Customer Details.
  • Order summary: this is generated automatically and lists the purchased products, quantities, amounts, and total.
  • Payment information: this comes from the Email Message section of the payment method chosen by the customer.
  • Shipping information: this comes from the Email Message section of the selected shipping method.


You do not need to copy the summary into your custom text. Use the opening and closing sections for information that applies to all orders, and configure instructions that depend on the customer’s choices within each payment or shipping method.


How to complete the payment instructions

Open the payment method settings and fill in the Email Message section with the necessary instructions.


For a bank transfer, for example, you can specify:

  • the account holder’s name;
  • the IBAN;
  • the payment reference to use, asking the customer to include the order number;
  • any additional instructions required by your order management process.


Check every payment method enabled in your store: the instructions must match the method chosen by the customer.


How to complete the shipping information

Open the shipping method settings and fill in the Email Message section.


You can specify the service used, estimated delivery times, and useful delivery information. Distinguish order preparation time from transit time, and avoid making promises you cannot keep.


How to prepare the email for digital products

The fulfillment email for digital products gives customers access to the files they have purchased. The program creates the product list and adds the corresponding download links.


To customize the message:

  • Go to Step 1 - Settings > Shopping Cart > Send Order.
  • Select the order fulfillment notification for digital products.
  • In the Header text, explain that the message contains links to download the purchased products.
  • In the Footer text, explain how to get support if any difficulties arise.


For example:

Your digital products are available.

Use the links below to download the files you purchased.


To check the content associated with each item, open Product Settings:

  • in the General and Image sections, check the product name and image;
  • in the Digital Product section, check the file configured for download;
  • in the Information on using the file field, enter the specific instructions to include with the link.


These notes can explain, for example, how to open the file or which program to use. Keep the instructions specific to each product so customers can tell them apart even when purchasing several items.


How is the appearance of the emails defined?

Confirmation and fulfillment emails use the graphic style defined in the Email Layout window. Check these settings too, to keep your communications consistent with your website.


Messages are also sent in plain text format. Write content that is easy to understand without relying solely on formatting or images to convey essential information.


Practical tips

After publishing your website, place a few test orders to check the messages customers actually receive:

  • check that each message accurately describes the stage of the order;
  • check the sender, opening and closing text, and support contact details;
  • check that the products, quantities, and amounts match the purchase;
  • test the payment and shipping methods to check the associated instructions;
  • if you sell digital products, open the download links and check the notes on using the files;
  • check that the links work and that attachments are present and readable;
  • if you use multiple languages, check the text, linked pages, and documents in each version;
  • open the emails on a smartphone too, to check their readability.