> For the complete documentation index, see [llms.txt](https://help.dollarlabs.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.dollarlabs.io/dollarback-store-credit/notifications/email-notifications-overview.md). # Email notifications overview {% embed url="" %} *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](/dollarback-store-credit/developer-tools/merchant-api-keys-and-endpoints.md) or a [CSV import](/dollarback-store-credit/analytics-data-and-account/bulk-import-credit-csv.md) | 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](/dollarback-store-credit/notifications/customize-email-templates.md) 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. {% hint style="info" %} 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**. {% endhint %} ## 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. {% hint style="warning" %} 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. {% endhint %} {% hint style="info" %} **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`. {% endhint %} ## 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](/dollarback-store-credit/integrations/klaviyo-integration.md) and [Shopify Flow: triggers and actions](/dollarback-store-credit/integrations/shopify-flow-triggers-and-actions.md). ## 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](/dollarback-store-credit/notifications/sender-identity-and-custom-domain.md). 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](/dollarback-store-credit/loyalty-tiers/sync-tiers-to-customers.md) 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](/dollarback-store-credit/troubleshooting-and-faq/emails-arent-arriving.md). * 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](/dollarback-store-credit/spending-store-credit-and-rewards/credit-expiry-and-reminders.md)). * Emails land in spam: sending from your own verified domain usually fixes this ([Sender identity and custom domain](/dollarback-store-credit/notifications/sender-identity-and-custom-domain.md)). ## Related articles * [Customize email templates](/dollarback-store-credit/notifications/customize-email-templates.md) * [Sender identity and custom domain](/dollarback-store-credit/notifications/sender-identity-and-custom-domain.md) * [Credit expiry and reminders](/dollarback-store-credit/spending-store-credit-and-rewards/credit-expiry-and-reminders.md) * [Emails aren't arriving](/dollarback-store-credit/troubleshooting-and-faq/emails-arent-arriving.md)