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Set up customer email and text alerts for Square Online orders

Who is this article for?
  • Account owners or team members with online permissions. Set permissions in Square Dashboard.
  • Square Online subscribers.
  • About email and text alerts

    As customers complete orders from your website, they can receive email and text alerts for real time updates on their order’s progress, as well as other alerts related to their items and baskets.

    Before you start

    • To set customer email and text alerts up for orders from your website, you’ll need to set your site up with Square. Learn how to Set up your online store with Square Online.

    • When your customers make a purchase through your online store, they’ll automatically receive email notifications at the email address they entered during checkout. You can edit these emails and their content at any time.

    • If you offer collection, customers can receive a text message when you’ve received their order and when it’s ready for collection. Learn how to set up pickup options with Square Online.

    • If you offer in-house delivery, customers can sign up for text alerts to receive updates as their items get prepared and dispatched. Learn how to set up delivery options for Square Online.

    • Some text alert settings are only available with a Square Online Plus or Premium subscription.

    For existing Square Online sellers, Square Online digital receipt management will move from Square Online to Account & Settings in Square Dashboard later this year. You may have already managed customer receipts in Account & Settings for your in-person sales, so we’ll simply be moving all customer receipt management to one place. We’ll provide a date and more details soon. To learn more about managing customer receipts in Account & Settings, check out how to print and send receipts, and how to customise receipts.

    For new sellers that recently signed up for Square Online, you’ll only manage your customer receipts from Account & Settings (not from Square Online).

    Set up email alerts

    Step 1: Create an email sender profile

    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.

    1. Sign in to Square Dashboard and go to Online.
    2. Click Communications > Email & Text Alerts > Add Profile and select a sender profile.
    3. Click Edit to adjust additional profile information. Click Save.
    4. Click Save when finished. This will trigger an email that’ll be sent to the email address in your sender profile
    5. Select the button in your confirmation email to complete the sender profile verification.

    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.

    Step 2: Edit your email theme

    You can customise your email theme with your brand colours and logo.

    1. From the Email Theme section, click Edit Email Theme.
    2. Select a theme and click Continue.
    3. Edit the fonts and colours and click Apply Theme when you’re finished.

    Step 3: View store email types

    You can customise the following store emails:

    • 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 collection as indicated in the Orders tab.
    • Items Shipped: This is sent when you mark an order as shipped 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.

    Step 4: Edit and customise your emails

    You can customise specific emails for order confirmations, refunds, item reviews and more. 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.

    1. From the Email Previews section, click ••• > Edit Email next to the email type you want to edit.
    2. Consider adding images, social icons, or a custom header or footer message with additional information about your business.
    3. When finished, click Save and Close.
    4. Receipts emailed to customers for sales made at your physical locations will continue to be customised from Account & Settings Payments > Receipts.

    Square Online Edit Store Emails EN

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

    Step 5: Turn order status email notifications on

    From Email & Text alerts, go to Email notifications section and toggle Email customer when their order is ready or shipped on.

    Set up text message alerts

    Step 1: Enable text message alerts

    On top of emails, customers can also receive text message alerts related to their orders for a faster way to receive updates.

    1. Sign in to Square Dashboard, then go to Appointments > Settings > Communications.
    2. Click Email & Text Alerts.
    3. From the Text message alerts section, toggle on Pickup & delivery text message alerts.

    Step 2: Enable order status updates (upgrade required)

    1. Sign in to Square Dashboard and go to Online.
    2. Click Communications > Email & Text Alerts.
    3. From the Text message alerts section, toggle on Send order status text messages to customers.

    Step 3: Enable pickup POS alerts

    1. Sign in to Square Dashboard and go to Account & settings > Fulfilment > Pickup & delivery.
    2. Click Advanced settings.
    3. Under On-POS arrival alerts, toggle on Allow customers to reply HERE via text to announce they’ve arrived.
    4. Click Save.

    When your customer’s been notified via text message that their Square Online order is ready for pickup, they can respond with “HERE” to the text message alert (rather than calling you) when they’ve arrived at your location. You’ll see that the customer’s arrived through a notification on your Square POS with the order information displayed. The order can then be brought out to the customer and be marked as complete.

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