Order transactional email templates

Templates

The purpose of this article is to list the default transactional email templates that relate to the order flow. In addition, we will specify the triggers required to sent each email.

Notice: fulfillment orders do not receive transactional emails from VTEX. In this case, the marketplace is reponsible for notification emails.

To view the available templates, follow the steps below:

On the admin sidebar, click Message Center.
Click Templates.
Type the template name or key in the search bar. Check the list below for more information on each template.

Template	Key	Description	Trigger
Order confirmation	vtexcommerce-new-order	Email is sent when the order is completed.	Checkout places a new order.
Replace Order	vtexcommerce-replace-order	Email is sent when the order was successfully replaced.	Checkout places a new order and informs OMS of the replacement.
Order change payment	vtexcommerce-order-change-payment	Notifies that the payment has been changed.	Customer changes the payment and Checkout notifies OMS that the payment has been changed.
Payment pending	vtexcommerce-payment-pending	Notifies of pending payment.	OMS sends the e-mail 48 hours after placing the order.
Payment approved	vtexcommerce-payment-approved	Notifies that payment was approved.	Order status changes to Payment Approved.
Change of information order	vtexcommerce-order-changed	Notifies that the order has been changed.	Checkout notifies of order changed event (discount, add item or remove item).
Order invoiced	vtexcommerce-order-invoiced	Notifies that the order was invoiced.	Order status changes to Invoiced.
Cancel billed request	vtexcommerce-order-invoiced-with-cancel-request	Notifies that the order can't be cancelled after being invoiced.	Seller denies a cancellation request when the order has the Handling Shipping status.
Cancel shipped order	vtexcommerce-order-shipped-with-cancel-request	Notifies that the order can't be canceled after it has been shipped.	Seller denies a cancellation request when the order has alraedy received a tracking number or tracking URL data.
Order shipped	vtexcommerce-order-shipped	Notify the order was shipped.	Order receives invoice with tracking number or tracking URL data. If sending for the first time, you will need to fill in both information: `trackingNumber` and `trackingURL`.
Shipping Update	vtexcommerce-order-shipping-update	Notification of delivery events, like "collected by the carrier" and "delivery route has started", for example.	The order must have the invoice and a tracking number or tracking URL attached to the invoice. It should also include delivery events, the main information of this template.
Order delivered	vtexcommerce-order-shipping-finished	Notifies that shipping is completed. The order must have the invoice and a tracking number or tracking URL attached to the invoice.	Seller confirms delivery. This action changes the field `isDelivered` value to `true` on the order json.
Order cancelled	vtexcommerce-order-cancelled	Order cancellation notification.	Order status changes to Cancelled.
Order refund	vtexcommerce-order-refunded	Order refund notification.	Seller inserts invoice with the refund value through the Order Invoice Notification API, with `input` as the value on the `type` field. In the Admin, this event is triggered when you click on the Return items button on the order details page.