Customise Email and Text Alerts from Square Online

To set up your store emails:

1. From your Square Online Overview page, go to Communications > Email & Text Alerts.
2. Select Add Profile to begin creating a sender profile.
3. Select Save when finished. This will trigger an email that’ll be sent to the email address in your sender profile
4. Select the button in your confirmation email to complete the sender profile verification.

The sender profile lets your customers know who you are as a business and is the information that displays in the email’s footer with your business name, email address and physical address.

If you have multiple sites, you can create a different sender profile for each one. You can also specify the email address from which store emails are sent, including the sender name, business address, logo and more, that way customers can recognise emails sent on behalf of your different sites.

You can customise store emails for Square Online by setting up their theme based on your branding. You can also customise specific emails for order confirmations, refunds, item reviews and more. To start:

1. From your Square Online Overview page, go to Communications > Email & Text Alerts.
2. In the Email Previews section, select ‘…’ > Edit Email under the email type you want to edit.

The store emails you can customise include:

• Abandoned Basket: This is sent to encourage customers to complete their purchases when they add items to the basket but don’t finish the checkout process. Learn more about abandoned basket emails (upgrade required).
• Order Confirmation: This is sent after a customer completes a purchase. This email contains details about the transaction and what items are included in the order.
• Order Prepared: This is sent to confirm an order is done being prepared and is ready for pickup as indicated in the Orders tab.
• Items Dispatched: This is sent when you mark an order as dispatched in the Orders tab.
• Items Refunded: This is sent when you refund items in the Orders tab.
• Items Cancelled: This is sent when you cancel all or part of an order in the Orders tab.
• Item Reviews: This is sent after a set period of time for your customer to leave a review about their purchase. Learn more about customer reviews for Square Online items (upgrade required).

The store email editor is separate from the site editor for your Square Online site. This editor has a drag-and-drop interface that allows you to select and drag features of your choice and drop them onto different areas of your email as needed.

Note: Not all elements or text of an email can be edited.

Consider adding images, social media icons or a custom header or footer message with additional information about your business. When finished, select Save and Close.

To allow your customers to opt in to receiving order status updates via text message:

1. From your Square Online Overview page, go to Communications > Email & Text Alerts.
2. Toggle on Text message alerts.

With this option, customers will receive text messages confirming when an order is placed, ready for pickup, etc.

Enabling text alerts for self-serve ordering provides customers live updates on the status of their order while they’re dining with you in person. Self-serve ordering provides two text alert types:

• Order received automatically sends a text when you receive an order.
• Order ready for pickup sends a text after an order is marked as Ready.

To enable text alerts for self-serve ordering:

1. From your Square Online Overview page, go to Fulfilment > Self-Serve Ordering.
2. Select Edit by the location you want to set up text alerts for.
3. Edit the ‘Text message alerts’ settings.
4. Toggle on the alerts you’d like to enable: Order received and Order ready for pickup.
5. Select Save when finished.

Learn more about setting up self-serve ordering with Square Online.