1. Attentive
  2. Send email with Attentive
  3. Send transactional emails

Send Shopify transactional emails

Updated

If you’ve set up an integration between Attentive and Shopify, you can send transactional emails through the Attentive platform. Follow the instructions in the sections below to learn more.

Use a prebuilt Shopify email transactional journey

Attentive offers the following prebuilt Shopify email transactional journeys:

  • Order confirmed
  • Order shipped
  • Order out for delivery
  • Order delivered
  • Order cancellation
  • Order refunded
  • Refund failed
  • Shipment canceled

These prebuilt templates are automatically available if your integration with Attentive and Shopify is already set up. See Create a journey for more information about selecting, modifying, and activating prebuilt journeys.

Pre-built transactional email templates for customers with Shopify integration.

Build a new custom Shopify transactional journey

You can also build a custom journey using Shopify transactional triggers instead of using a prebuilt template.

You can create a custom journey from one of the following transactional triggers:

  • Order confirmed
  • Order shipped
  • Order out for delivery
  • Order delivered
  • Order cancellation
  • Order refunded
  • Refund failed
  • Shipment canceled

As you design emails for these transactional journeys, we recommend incorporating dynamic content, like variables (e.g., recipient’s first name), dynamic links (e.g., a link to the order status), and dynamic products (e.g., information about the product ordered).

Note: You can send multiple transactional messages in a single journey, but keep in mind that each message within a journey uses the same trigger. For example, if you want to let customers know both when their order ships and when it’s delivered, you’ll need to create two separate journeys.

Note: Some journeys can’t be turned on unless you are a Shopify Plus merchant. Because Shopify limits which messages can be deactivated, this prevents duplicate messages from being sent. Download the HTML for the prebuilt journey so you can import it into Shopify. See Export HTML email templates for Shopify for more information.

Disable Shopify notifications

Before you enable transactional email journeys in Attentive, you should turn off the corresponding transactional email notifications in Shopify. This prevents subscribers from receiving duplicate transactional email messages.

Note: Only Shopify Plus customers can turn off the following notifications:

  • Customer account welcome
  • Order confirmation
  • Order canceled
  • Order refund
  • Shipping update

Shopify customers (including Shopify Plus customers) can’t turn off the following notifications:

  • Customer account activation
  • Customer password reset
  • Gift card notification

Disable abandoned checkout notifications

Follow these steps to disable abandoned checkout notifications in Shopify:

  • While logged in to Shopify, go to Settings > Checkout.
  • In the Abandoned checkout emails section, uncheck Send abandoned checkout emails automatically.
    Unchecking option to Send abandoned checkout emails automatically in Shopify.
  • Click Save.

Disable order notification emails

Follow these steps to disable order notifications in Shopify (order canceled, order refund, shipping confirmation, shipping update, out for delivery, delivered):

  • While logged in to Shopify, go to Settings > Checkout.
  • In the Order processing section, if Automatically fulfill the order’s line items is selected, uncheck Notify customers of their shipment.
    Unchecking option to Notify customers of their shipment in Shopify.
  • Click Save.
  • Go to Settings > Notifications.
  • In the Shipping section, uncheck Out for delivery and Delivered.
  • In the Local delivery section, uncheck Local order out for delivery, Local order delivered, and Local order missed delivery.
    Unchecking shipping and local delivery notification options in Shopify.

    Export HTML email templates and import them in Shopify

    Because some journeys can’t be turned on unless you are a Shopify Plus merchant, you can download HTML email templates from Attentive so that you can import them to Shopify. This way, emails that can only be sent from Shopify can match the look and feel of your Attentive transactional emails.

    Follow these steps to export HTML email templates from Attentive so you can add them in Shopify: 

    1. Follow the steps in the Export HTML email templates article.
    2. In Shopify, paste the copied HTML into the Shopify notification that you want to match the look and feel of Attentive transactional emails. See Shopify’s help center for more information.
    Note: If your emails include dynamic content, like variables (e.g., recipient’s first name) or dynamic links (e.g., a link to the order status), make sure to replace the Attentive placeholder with the Shopify equivalent. For example, if your email uses the {firstName} variable, replace it with {{ billing_address.first_name }} in Shopify.

Shopify transactional message copy suggestions

As with normal journeys, you can use personalization to automatically insert details about the subscriber or what they’re trying to do. Shopify transactional personalizations include:

  • {{subscriber.firstName}}: First name of the customer

  • {{subscriber.fullName}}: Full name of the customer
  • {{subscriber.lastName}}: Last name of the customer
  • {{triggerEvent.order.number}}: The Shopify order number of the transaction
  • {{triggerEvent.order.statusLink}}: A link to the Shopify order. For more, see About order status pages on Shopify’s help center.

We recommend using Attentive's prebuilt journeys. Our prebuilt journeys give you access to workflows that have been vetted for performance and best practices by the experts at Attentive.

See the sections below for suggested email copy from Attentive's prebuilt Shopify journeys. 

Order confirmed

Subject Your [companyName] order confirmation {{triggerEvent.order.number}}
Body

Thank you for your order!

Thank you for your recent purchase from [Company Name]! You’ll find a summary of your order below. Please don’t hesitate to reach out to us with any questions you may have - we’ll make sure to update you as soon as it ships.

ORDER NUMBER: {{triggerEvent.order.number}}
ORDER DATE: {{triggerEvent.order.date}}
   
ITEM(S) ITEM DETAILS
Dynamic product image

{{product.name}}

{{product.unitPrice}}

{{product.quantity}}

{{product.price}}

{{product.size}}

{{product.color}}

{{product.otherProperties}}
 

Discounts: {{triggerEvent.order.discountsAmount}}

Subtotal: {{triggerEvent.order.subtotalPrice}}

Shipping: {{triggerEvent.order.shippingPrice}}

Taxes: {{triggerEvent.order.taxPrice}}
 

TOTAL: {{triggerEvent.order.totalPrice}}
   
SHIPPING ADDRESS BILLING ADDRESS

{{triggerEvent.order.firstName}}

{{triggerEvent.order.lastName}}

{{triggerEvent.order.shippingAddress}

{{triggerEvent.order.firstName}}

{{triggerEvent.order.lastName}}

{{triggerEvent.order.billingAddress}}

 

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Order canceled

Subject Your {{triggerEvent.order.number}} has been successfully canceled
Body

Your Order Has Been Canceled

{{triggerEvent.order.firstName}}, below you can find a summary of your recent canceled order. Please let us know if there is anything else we can help with.
   
ITEM(S) ITEM DETAILS
Dynamic product image

{{product.name}}

{{product.unitPrice}}

{{product.quantity}}

{{product.price}}

{{product.size}}

{{product.color}}

{{product.otherProperties}}
 

Discounts: {{triggerEvent.order.discountsAmount}}

Subtotal: {{triggerEvent.order.subtotalPrice}}

Shipping: {{triggerEvent.order.shippingPrice}}

Taxes: {{triggerEvent.order.taxPrice}}
 

TOTAL: {{triggerEvent.order.totalPrice}}
   
SHIPPING ADDRESS BILLING ADDRESS

{{triggerEvent.order.firstName}}

{{triggerEvent.order.lastName}}

{{triggerEvent.order.shippingAddress}

{{triggerEvent.order.firstName}}

{{triggerEvent.order.lastName}}

{{triggerEvent.order.billingAddress}}

 

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Order delivered

Subject It’s here! Your order from [Company Name] has been delivered.
Body

Your order has been delivered!

Enjoy your order from [Company Name]. We're so excited to hear what you think.

Button: TRACK MY PACKAGE {{triggerEvent.fulfillment.trackingLink}}
 
DELIVERY INFORMATION
DELIVERED TO: TRACKING NUMBER:

{{triggerEvent.order.firstName}}
{{triggerEvent.order.lastName}}
{{triggerEvent.order.shippingAddress}}

{{triggerEvent.fulfillment.trackingNumber}}
{{triggerEvent.fulfillment.trackingCompany}}
   
ITEM(S) ITEM DETAILS
Dynamic product image

{{product.name}}

{{product.unitPrice}}

{{product.quantity}}

{{product.price}}

{{product.size}}

{{product.color}}

{{product.otherProperties}}
 

Discounts: {{triggerEvent.order.discountsAmount}}

Subtotal: {{triggerEvent.order.subtotalPrice}}

Shipping: {{triggerEvent.order.shippingPrice}}

Taxes: {{triggerEvent.order.taxPrice}}
 

TOTAL: {{triggerEvent.order.totalPrice}}

 

We'd love to hear what you think!

Loving your new purchase? Leave a review to let us know how you’re enjoying your product!

Button: "LEAVE A REVIEW"

 

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Order out for delivery

Subject Your order from [Company Name] is out for delivery!
Body

Any minute now!

Keep an eye out. Your order is out for delivery now. Track your order below to see the delivery status.

Button: TRACK MY PACKAGE {{triggerEvent.fulfillment.trackingLink}}
 
DELIVERY INFORMATION
SHIPPING ADDRESS: TRACKING NUMBER:

{{triggerEvent.order.firstName}}
{{triggerEvent.order.lastName}}
{{triggerEvent.order.shippingAddress}}

{{triggerEvent.fulfillment.trackingNumber}}
{{triggerEvent.fulfillment.trackingCompany}}
   
ITEM(S) ITEM DETAILS
Dynamic product image

{{product.name}}

{{product.unitPrice}}

{{product.quantity}}

{{product.price}}

{{product.size}}

{{product.color}}

{{product.otherProperties}}
 

Discounts: {{triggerEvent.order.discountsAmount}}

Subtotal: {{triggerEvent.order.subtotalPrice}}

Shipping: {{triggerEvent.order.shippingPrice}}

Taxes: {{triggerEvent.order.taxPrice}}
 

TOTAL: {{triggerEvent.order.totalPrice}}

 

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Order refunded

Subject Your refund has been successfully processed
Body

Refund Issued

Your order {{triggerEvent.order.number}} has been successfully refunded. Please allow up to [# of required days] business days for the refund to process back to your account.
   
ITEM(S) ITEM DETAILS
Dynamic product image

{{product.name}}

{{product.unitPrice}}

{{product.quantity}}

{{product.price}}

{{product.size}}

{{product.color}}

{{product.otherProperties}}
 

Discounts: {{triggerEvent.order.discountsAmount}}

Subtotal: {{triggerEvent.order.subtotalPrice}}

Shipping: {{triggerEvent.order.shippingPrice}}

Taxes: {{triggerEvent.order.taxPrice}}
 

TOTAL: {{triggerEvent.order.totalPrice}}
   
SHIPPING ADDRESS BILLING ADDRESS

{{triggerEvent.order.firstName}}

{{triggerEvent.order.lastName}}

{{triggerEvent.order.shippingAddress}

{{triggerEvent.order.firstName}}

{{triggerEvent.order.lastName}}

{{triggerEvent.order.billingAddress}}

 

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Order shipped

Subject Your order {{triggerEvent.order.number}} has shipped
Body

Your order has shipped!

You can find the tracking information for your recent order below.

Button: TRACK MY PACKAGE {{triggerEvent.fulfillment.trackingLink}}
 
DELIVERY INFORMATION
SHIPPING ADDRESS: TRACKING NUMBER:

{{triggerEvent.order.firstName}}
{{triggerEvent.order.lastName}}
{{triggerEvent.order.shippingAddress}}

{{triggerEvent.fulfillment.trackingNumber}}
   
ITEM(S) ITEM DETAILS
Dynamic product image

{{product.name}}

{{product.unitPrice}}

{{product.quantity}}

{{product.price}}

{{product.size}}

{{product.color}}

{{product.otherProperties}}
 

Discounts: {{triggerEvent.order.discountsAmount}}

Subtotal: {{triggerEvent.order.subtotalPrice}}

Shipping: {{triggerEvent.order.shippingPrice}}

Taxes: {{triggerEvent.order.taxPrice}}
 

TOTAL: {{triggerEvent.order.totalPrice}}
 

 
BILLING ADDRESS  

{{triggerEvent.order.firstName}}

{{triggerEvent.order.lastName}}

{{triggerEvent.order.billingAddress}}

  
   

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Refund failed

Subject Action needed: Refund attempt unsuccessful
Body

Your refund has failed

Apologies for any inconvenience we may have caused you. Please reach out to us to attempt another refund.
   
ITEM(S) ITEM DETAILS
Dynamic product image

{{product.name}}

{{product.unitPrice}}

{{product.quantity}}

{{product.price}}

{{product.size}}

{{product.color}}

{{product.otherProperties}}
 

Discounts: {{triggerEvent.order.discountsAmount}}

Subtotal: {{triggerEvent.order.subtotalPrice}}

Shipping: {{triggerEvent.order.shippingPrice}}

Taxes: {{triggerEvent.order.taxPrice}}
 

TOTAL: {{triggerEvent.order.totalPrice}}
   
SHIPPING ADDRESS BILLING ADDRESS

{{triggerEvent.order.firstName}}

{{triggerEvent.order.lastName}}

{{triggerEvent.order.shippingAddress}

{{triggerEvent.order.firstName}}

{{triggerEvent.order.lastName}}

{{triggerEvent.order.billingAddress}}

 

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Shipment canceled

Subject Your shipment from [Company Name] has been canceled
Body

Your shipment has been canceled

Your shipment could not be completed and has been canceled. We apologize for the inconvenience.
   
ITEM(S) ITEM DETAILS
Dynamic product image

{{product.name}}

{{product.unitPrice}}

{{product.quantity}}

{{product.price}}

{{product.size}}

{{product.color}}

{{product.otherProperties}}
 

Discounts: {{triggerEvent.order.discountsAmount}}

Subtotal: {{triggerEvent.order.subtotalPrice}}

Shipping: {{triggerEvent.order.shippingPrice}}

Taxes: {{triggerEvent.order.taxPrice}}
 

TOTAL: {{triggerEvent.order.totalPrice}}
 
SHIPPING DETAILS
SHIPPING ADDRESS: SHIPPING METHOD:

{{triggerEvent.order.firstName}}

{{triggerEvent.order.lastName}}

{{triggerEvent.order.shippingAddress}

{{triggerEvent.fulfillment.trackingNumber}}

{{triggerEvent.fulfillment.trackingCompany}}

BILLING ADDRESS:

 

{{triggerEvent.order.firstName}}

{{triggerEvent.order.lastName}}

{{triggerEvent.order.billingAddress}}

 

 

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