Configurable Order Confirmations

Configurable Order Confirmation Emails can be designed in Dotdigital and are automatically sent to customers when an Order is created or updated.

In Dotdigital, you can apply your organisation's branding, choose which details to show within the email and report on sent Order Confirmation emails.

TIP: Order Confirmation Emails will always be sent when a customer selects e-ticket delivery, however, you can configure Sales Interface Settings to send Order Confirmations automatically, optionally, or never.

Before you start, you should be familiar with:

• Spektrix Custom Building Blocks and App Blocks

How do Order Confirmation Emails work?

Configurable Order Confirmation emails in Dotdigital replace legacy Order Confirmation emails which were uneditable System Emails sent from Spektrix. 

When editing your Order Confirmation email, you can choose to add custom messages and apply your organisation’s branding,

The template uses two App Blocks:

• Order Confirmation Body: The Body block contains all of the Order details. It can be added to the email without the Header if you don't want to customise the email content.
• Order Confirmation Header: The Header block is used to configure the order details displayed in the Body block.

In Configurable Order Confirmation emails, you can:

• Add your organisation’s header, footer, logo, fonts and colours.
• Write your own custom messages for new Orders, all Orders, Delivery Methods, Reservations, Memberships, Gift Vouchers and Donations.
• Choose which summary and receipt details to show, such as Total to Pay, VA, the card type and masked card identifier.
• Improve deliverability, so more confirmations reach your customers' inboxes and avoid spam folders.
• See which confirmation emails were sent, delivered, opened or bounced in your Dotdigital account.

Order Confirmation Emails can’t:

• Include tickets. Tickets are generated later and sent via the e-ticket delivery email.
• Include any marketing content. Order Confirmation Emails are sent in Dotdigital as Transactional Emails and are therefore limited to the same content restrictions as Customer Service Emails.

Replacing Legacy System Emails

Depending on whether your organisation has previously used legacy System Email Order Confirmation Emails, your Dotdigital account will automatically be populated with either an editable or uneditable triggered email campaign which contains your Order Confirmation Email.

• If your organisation previously used legacy Order Confirmation emails: 

Your Order Confirmation email will be automatically generated and replaced with an uneditable, triggered email in Dotdigital. To configure your Order Confirmation, you can set up a new triggered email using the Order Confirmation Email Template in Dotdigital and update your campaign ID in Spektrix.

• If your organisation is new to Spektrix and has not previously used legacy Order Confirmation emails:

You can edit the triggered Order Confirmation email which will already exist within your Dotdigital account.

How to set up your configurable Order Confirmation Email

To set up a configurable Order Confirmation email, you’ll need to:

1. Create a new triggered Email Campaign in Dotdigital 

   TIP: If your organisation is new to Spektrix, you may have an editable email campaign in Dotdigital already. In this case, move straight to step 2 to learn how to configure your email.

2. Configure the Order Confirmation Email Template
3. Add your organisation's branding
4. Preview and test your email
5. Update your campaign ID in Spektrix

1. Create a new Triggered Email Campaign in Dotdigital

To create a new triggered email campaign:

• In Dotdigital, go to Automation > Triggered Email > Add New.
• Under Custom Templates, go to the Shared Templates folder and choose the Order Confirmation Email template.
• Name the campaign, then click Continue:

Then, set your Campaign Details:

Once complete, click Save & continue to move on to edit the campaign.

2. Configure the template

In the template, you will see the OCE Header and the OCE Body blocks:

The Body block will populate with information about the customer’s Order. The Header block must remain at the top of the email and is used to configure how the Body block displays.

TIP: Click and drag the text boxes from the corner to expand them.

The annotated screenshot below is an example Order showing the custom text and where it displays. Click the image to make it full size:

Click into the OCE Header block to open its settings. Each message only appears when populated and the matching section exists in the Order. For example, the Gift Voucher message only appears when the Order includes a Gift Voucher.

• New order intro text: Enter a custom message to display on new Orders. This is not displayed on amended Orders. By default this is populated with: "Thank you for ordering from us."
   
• All orders intro text: Enter a custom message to display on all Order confirmations. This message is shown on every Order Confirmation, including amended Orders. Use it for information every Customer needs, such as Box Office opening hours.
   
• E-ticket instructions: Enter a custom message to display alongside tickets which have the e-ticket delivery method. By default this is populated with: "We will email you once your tickets are ready."
   
• Collection instructions: Enter a custom message to display alongside tickets which have the COBO / Will Call delivery method. By default this is populated with: "These items can be picked up from the Box Office."
   
• Postal instructions: Enter a custom message to display alongside tickets with the postal delivery method. The postal message can include {deliveryName} and {deliveryAddress}.
   
• Reservation message: Enter a custom message to display when the Order contains a reservation. Follow the instructions in the Adding a Payment Link to Reservations section to add a purchase link.
   
• Membership details: Delete the default selection and choose to display dates, wallet passes, both or neither.
   
• Membership message: Enter a custom message to display after all purchased Memberships are listed.
   
• Gift Voucher message: Enter a custom message to display after all purchased gift vouchers are listed.
   
• Donation information: Enter a custom message which will be shown for each Donation in the Order. Keep the {donationValue} and {fundName} tokens so the amount and Fund fill in automatically. By default this is populated with: "Thank you so much for donating {donationValue} to our {fundName}."
   
• Gift Aid message: Enter a custom message to display when a Gift Aid declaration is present (UK only). By default this is populated with: "You have notified us that we can claim Gift Aid on this donation."
   
• Donation message: Enter a custom message to display below the Donation information when the order contains Donations. A single message is shown once below all Donations.
   
• Summary/Receipt: Check the boxes to show or hide Total to Pay, Tax / VAT and Card details. Total to Pay only applies to Reservations and does not include Transaction Commissions.
   
• Closing text. Enter a custom message which is shown after the summary. By default this will display: "Thank you for your order."
   
• Legal footer. Enter a custom message which is displayed at the very bottom of the email in the disclaimer style. By default this will display: "This email was auto-generated - please do not reply." You could also add your registered charity number here.
   
• Background colour: Enter a hex code to set the background of the Order Confirmation Body.
   
• Divider colour. Enter a hex code to set the colour of the lines between sections.
   
• Style content: Click the Style Content button to update the style of the Block. The font size and colour of the text is set in the global style content for the email. Refer to the diagram to understand which style settings apply to different parts of the card.

WARNING: Although the personalisation icon appears next to some fields, contact data fields from Dotdigital can't be used in Order Confirmation Emails.

Once you have completed the custom messages, click Apply to save your settings.

Confirmation text Attributes

You can set up Confirmation Text Attributes for Events, Funds, Instances, Memberships and Merchandise.

If a value is present in the Confirmation Text Attribute then this will automatically be displayed in the Order Confirmation after the item is listed.

Confirmation Text Attribute values will always be displayed before the custom messages set in the Header block because each item may have a different confirmation text.

Adding a purchase link to Reservations

If you have set up Purchase Links for Reservations, you can add a Purchase Link which will appear automatically when Reservations are included in the Order.

To display your purchase link using a hyperlink, use the following HTML:

<a href="{reservationPaymentUrl}">Enter your link text</a>

• Replace Enter your link text with the text you want to appear hyperlinked

Then, enter the HTML tag into the Reservation message box in the Header block.

3. Add your organisation's branding

You can add your header, logo, footer, images and any extra text above and below the App Blocks in the email.

Do not:

• Change the alignment of the App Blocks. This breaks the layout.
• Set text to the same colour as your background, for example white text on a white background.
• Remove or edit the App Blocks, or move the Order Confirmation Header below the Order Confirmation Body.
• Remove the unsubscribe link. The unsubscribe link is required to save the email but will be automatically removed from the email when it is sent.
• Include any marketing content. Order Confirmation Emails are sent in Dotdigital as Transactional Emails and are therefore limited to the same content restrictions as Customer Service Emails.

4. Preview and test your email

Within the Dotdigital Easyeditor, you can click Preview to check your layout and styling. The preview shows the structure and styling of your email, but will not include any Order details.

You can send a test email using Order data from within Spektrix. The test email will display all items in the Order but it will not display transactional data.

TIP: To be able to test the Order Confirmation email and view how it displays transaction data, you will need to change your Order Confirmation over to your newly configured email. Then, complete a test order in your system using the type of payment method you’d like to see displayed.

Go to the Settings Interface > Configuration > System Set Up and then choose Test Dotdigital Email from the menu on the left:

You can then enter the following information to send a test email.

• Order ID: Choose and enter an Order ID from Spektrix to preview the email for.
• Test recipient email address: Enter the email address where you’d like to receive the test email.
• Dotdigital Order Confirmation Campaign ID: Enter the Campaign ID of your new Order Confirmation email.

Once you have populated the information, click Send test email.

We recommend checking your Order Confirmation email for the following scenarios:

• Both Reserved and Unreserved Events
• Donations
• Gift Vouchers
• Memberships
• Reservations

5. Update your campaign ID in Spektrix

Once you have tested your email, you can change the Order Confirmation email over in Spektrix.

To update your Order Confirmation Email campaign:

1. Go to Settings > Configuration > System Setup > Automated Emails
2. Find the Dotdigital Order Confirmation campaign ID
3. Replace the ID here with your new campaign's ID: 



4. Click Save configuration
    

Reporting

To view your sent Order Confirmation Emails in Dotdigital, go to Analytics > Dashboards then from the More dashboards dropdown, choose Transactional API:

You will then see the Transactional email dashboard:

Here, you can view the number of:

• Transactional emails sent
• Number delivered
• Total opens
• Total clicks

What do I do If a Customer hasn’t received their Order Confirmation Email?

1. Check that the email address on their Customer record is correct. Check for common issues such as misspellings of email domains, for example, mns.com or gmail.con.
2. Check the dashboard to see whether the email bounced.
3. Advise the customer to check their spam / junk / promotion folder.

TIP: You must keep your customer data up to date to ensure that your Order Confirmation Emails are not sent to customers who have complained. Read the Complaints section of the Customer Service Email article for more information.