Transactional Emails
SCAYLE automatically sends a variety of transactional emails to your customers — from order confirmations and shipping updates to password resets and returns. These emails are a key part of your customer experience and brand identity.
To help you tailor the experience to match your brand, SCAYLE allows you to customize the templates used for these communications. This guide explains how to manage, edit, and preview your email templates within the SCAYLE ecosystem.
What are Transactional Emails?
Transactional emails are automated messages triggered by specific customer actions or events. Unlike marketing emails, these are essential, real-time communications that help keep your customers informed.
Templates can be created for a variety of Checkout and Customer events and include:
- Order
- Order confirmation
- Order cancellation
- Shipping confirmation
- Order invoices generation
- Product undeliverable
- Product returned
- Customer
- Customer password change
- Customer password reset
- Customer mail change
- Customer anonymisation initiation
- Customer anonymisation cancellation
- Customer bank account updates
- Customer bank account reminders
Email templates
The following templates are available in the SCAYLE Panel. In some cases, you may encounter additional template keys beyond those listed in the table below. These are known as dynamic template keys and are generated by Add-ons. Dynamic template keys do not support placeholders or previews.
| Template key | Description |
|---|---|
order-confirmation-mail | Sent to confirm that a customer’s order has been successfully placed, including order details and summary. |
order-cancellation-mail | Notifies the customer that their order has been canceled, either by request or due to an issue. This can vary in wording and content depending on the reason that led to the order being cancelled (e.g., Out of Stock, Customer Cancellation, RatePay Cancellation). |
shipment-mail (+ partial-invoice-pdf) | Informs the customer that their order has been shipped, including tracking details if available. This can include a Partial Invoice PDF as an attachment (for countries where this is a requirement). |
order-invoice-mail (+ order-invoice-pdf) | Sent to the customer with order invoice details after a purchase is completed. Often includes an attached PDF for formal documentation (for configured countries only). |
products-undeliverable-mail | Alerts the customer that the ordered product could not be delivered (due to issues locating the address, customer not being at home, etc.), often with next steps or refund info. |
products-return-mail (+ corrective-invoice-pdf) | Confirms receipt of returned products and outlines any refund. It can include a Corrective Invoice PDF as an attachment (for countries where this is a requirement). |
return-pickup-mail (+ package-return-stick-note-pdf) | Notifies the customer that their return pickup has been scheduled, including date, time, and address details. It also provides instructions for preparing the return package. |
password-reset-mail | Sent when a customer requests to reset their password, including a secure reset link. |
customer-password-change-mail | Confirms that the customer’s password was successfully changed for account security. |
customer-mail-change-mail | Notifies the customer that their account email address has been updated. |
customer-bank-account-update-mail | Confirms changes to the customer’s stored bank account information, often related to refunds or payments. |
customer-bank-account-reminder-mail | Reminds the customer to update their bank account details, typically required for processing refunds or payments. Ensures that transactions can be completed without delays. |
customer-anonymisation-initiated-mail | Informs the customer that a request to anonymise their personal data has been received and is being processed. |
customer-anonymisation-cancelled-mail | Alerts the customer that their anonymisation request has been canceled and no data has been removed. |
PDF templates
In addition to the emails, PDF's can also be managed via the editor in SCAYLE Panel
order-invoice-pdf | See order-invoice-mail |
|---|---|
partial-invoice-pdf | See shipment-mail |
corrective-invoice-pdf | See products-return-mail |
package-return-stick-note-pdf | See return-pickup-mail |
shipment-return-document-pdf | This document is sent to customer when a user raises a return request. |
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