Email notifications overview

This article's section starts at 0:00 in the video.

DollarBack sends transactional emails to your customers, one for each moment in the credit, reward and tier lifecycle. This page lists every template, when it fires, its default subject line, and how to turn each one on or off.

The templates

Open DollarBack admin → Notifications to see them all under the Email Templates section, in the order below. Each template is independent: run all of them, or only the ones that fit your store.

Template	Sent when	Default subject
Store Credit Credited	A customer earns store credit from an order, a signup reward, or a bulk import with the notify option enabled	You've earned {formattedAmount} in store credit at {storeName}
Store Credit Redeemed	A customer spends store credit	You used {formattedAmount} in store credit at {storeName}
Store Credit Debited	The store deducts credit, through the merchant API or a CSV import	Your store credit balance was updated
Birthday Credit	A birthday reward is granted. Sent instead of Store Credit Credited, not as well as	Happy birthday, {firstName} — {formattedAmount} to spend at {storeName}
Referral Reward Credited	A referrer earns a reward because someone ordered with their code	Your referral paid off: {formattedAmount} in credit at {storeName}
Tier Reached	A customer earns their first tier	You've reached {tierName} at {storeName}
Tier Upgraded	A customer moves up from a lower tier	You've moved up to {tierName} at {storeName}
Tier Downgraded	A customer drops to a lower tier, but still holds one	You're now on {tierName} at {storeName}
Tier Lost	A customer drops out of every tier. Sent instead of Tier Downgraded	Your {previousTier} tier at {storeName} has ended
Store Credit Expiry Reminder	A customer's credit is approaching its expiry date, at the reminder thresholds you set	{formattedAmount} in store credit expires {expiresAt}
Discount Code Earned	A reward discount code is issued, either earned through a cashback program or claimed in the reward marketplace	Your {storeName} reward: {rewardSummary}
Discount Code Expiry Reminder	An unused discount code is about to expire	Your code {discountCode} expires {expiresAt}

Subjects are fully editable and accept variables; see Customize email templates for the complete variable list.

The four tier emails

Tier movement used to be covered by two templates. It is now four, so each message can say the right thing rather than hedging:

• Tier Reached greets someone entering the ladder for the first time. There is no previous tier to mention, so {previousTier} isn't available here.

• Tier Upgraded is for a move up from a tier they already held, and can name both ({previousTier} and {tierName}).

• Tier Downgraded is for a move down to a tier they still hold.

• Tier Lost replaces Tier Downgraded when the customer no longer qualifies for anything. {tierName} is empty here, because there is no current tier.

If you customized the old Tier Reached copy, check it now. That template's meaning narrowed: it used to fire on any upgrade, and now fires only on a customer's first tier. Copy written for repeat promotions belongs in Tier Upgraded.

Turning emails on for your store

Customer emails are gated per store, above the individual template toggles. Until they're switched on, the Notifications page shows nothing but a banner: "Customer emails are disabled — Transactional email notifications … are turned off for your store. Contact support to enable them."

Ask through the in-app chat and the team switches it on, usually the same day. The Setup guide card on the home page has a Request button that does the same thing. Once it's on, the page opens up: every template, the reply-to address, and the expiry reminder timing.

Credit is issued and redeemed as normal in the meantime — the only thing missing is the email.

Enable or disable a template

1. Go to DollarBack admin → Notifications.

2. In the Email Templates section, find the template you want to change.

3. Use its toggle to enable or disable it. A disabled template never sends, even when its trigger event happens. Credit is still issued or redeemed as normal.

If you reward discount codes (from an earning program or the reward marketplace), keep Discount Code Earned enabled: this email is how the customer receives their code.

Store Credit Debited is the one to think about before enabling. It fires whenever credit is taken off a balance outside a normal redemption — an API adjustment, a correction, a clawback — and lands with the customer as "your balance went down". If your team makes routine adjustments, either leave it off or reword it so it reads as a correction rather than a spend. Calls to the merchant API can also suppress it per request with notify: false.

Expiry reminder scheduling

The Store Credit Expiry Reminder template is the only one tied to a schedule rather than a single event. In the Expiry Notification Schedule section on the Notifications page, use Add notification to define one or more reminder thresholds (for example 14 days and 3 days before expiry). One reminder email goes out at each threshold. The thresholds also drive the expiry events sent to your connected integrations; see Klaviyo integration and Shopify Flow: triggers and actions.

Who the emails come from

By default, emails send with your configured sender name, and replies go to your store contact email. You can change both, and on qualifying plans send from your own domain. See Sender identity and custom domain.

Unsubscribes are per-store: a customer who opts out of your emails is only unsubscribed from your store, and every email includes an unsubscribe link.

Verify it works

1. Open any template with Edit and use Send Test Mail to deliver a draft with mock data to your own address.

2. For an end-to-end check, place a small test order that earns cashback and confirm the Store Credit Credited email arrives at the customer's address.

3. For the tier emails, the quickest route is a tier sync on a test customer whose spend crosses a threshold.

Common issues

• A customer says they never got an email: check the template's toggle first, then see Emails aren't arriving.

• Expiry reminders aren't going out: confirm you have thresholds in the Expiry Notification Schedule and that credit actually has an expiry date set (Credit expiry and reminders).

• Emails land in spam: sending from your own verified domain usually fixes this (Sender identity and custom domain).

Related articles

• Customize email templates

• Sender identity and custom domain

• Credit expiry and reminders

• Emails aren't arriving