Your marketplace sends email notifications to users when events occur automatically.
Transaction emails are notification emails specifically sent during a transaction to the customer or provider involved in the transaction. Transactions occur whenever customers or providers interact on your marketplace. This can include making a booking, purchase, or sending an inquiry.
NOTE: Only users with verified email addresses will receive transaction notification emails, so you should encourage your users to verify their email address so they can correctly receive these emails. You can also manually verify a user's email address from Console, but this should be done sparingly to maintain the reputation of your email domain and reduce the risk of your emails being marked as spam.
Every transaction has different steps and stages as customers and providers go back and forth on your marketplace, and there are notifications at every step to help both parties navigate the transaction. The steps and stages of a transaction are determined by the transaction process set in the Listing type. Learn more about Listing types.
Below is a list of all the transaction emails sent during the default transaction processes in a Listing type, and how to locate them when editing their text using the using the Email text editor.
If you would like to understand more about what is going on in your marketplace to trigger a particular email notification, you should try out the event in your Test marketplace and read about what happens during different transactions.
Calendar booking
New request
Name in email text editor:
BookingNewRequestWhen is it sent: after the customer selects a booking date and authorizes payment
Who is sent to: the provider
Accepted request
Name in email text editor:
BookingAcceptedRequestWhen is it sent: after the provider or operator accepts the booking request
Who is sent to: the customer
Declined request
Name in email text editor:
BookingDeclinedRequestWhen is it sent: after the provider or operator reject the booking request
Who is sent to: the customer
Expired request
Name in email text editor:
BookingExpiredRequestWhen is it sent: after the booking request period expires, if the provider has not reacted
Who is sent to: the customer
Operator accepted request
Name in email text editor:
BookingOperatorAcceptedRequestWhen is it sent: after the operator accepts the booking request from Console
Who is sent to: the provider
Operator declined request
Name in email text editor:
BookingOperatorRejectedRequestWhen is it sent: after the operator rejects the booking request from Console
Who is sent to: the provider
Money paid
Name in email text editor:
BookingMoneyPaidWhen is it sent: after the booking completes or the operator marks it complete from Console
Who is sent to: the provider
Review by customer wanted
Name in email text editor:
BookingReviewByCustomerWantedWhen is it sent: after the end of the booking period or the operator marks it complete from Console
Who is sent to: the provider
Review by provider wanted
Name in email text editor:
BookingReviewByProviderWantedWhen is it sent: after the booking completes or the operator marks it complete from Console
Who is sent to: the customer
Review by other party unpublished
Name in email text editor:
BookingReviewByOtherPartyUnpublishedWhen is it sent: after the provider or customer leave a review, if the other party has not left a review yet
Who is sent to: the customer or provider, depending on who left the review first
Review by other party published
Name in email text editor:
BookingReviewByOtherPartyPublishedWhen is it sent: after the provider or customer leave a review, if the other party has already published their review
Who is sent to: the customer or provider, depending on who left the review first
Purchase
Order receipt
Name in email text editor:
PurchaseOrderReceiptWhen is it sent: 15 minutes after the customer makes a purchase, unless the order is marked received before then
Who is sent to: the customer
New order
Name in email text editor:
PurchaseNewOrderWhen is it sent: after the customer makes a purchase
Who is sent to: the provider
Shipping reminder
Name in email text editor:
PurchaseShippingReminderWhen is it sent: three days after the customer made the purchase
Who is sent to: the provider
Order delivered
Name in email text editor:
PurchaseOrderMarkedAsDeliveredWhen is it sent: after the provider ships the item and updates the transaction
Who is sent to: the customer
Mark order received reminder
Name in email text editor:
PurchaseMarkOrderReceivedReminderWhen is it sent: 12 days after the provider has marked that the order has shipped
Who is sent to: the customer
Order delivered as marked by operator
Name in email text editor:
PurchaseOrderOperatorMarkedAsDeliveredWhen is it sent: after the operator marks that the order is delivered from Console
Who is sent to: the customer and the provider
Order marked received
Name in email text editor:
PurchaseOrderMarkedAsReceivedWhen is it sent: after the customer marks that the order has been received
Who is sent to: the provider
Order marked received automatically to customer
Name in email text editor:
PurchaseOrderAutoMarkedAsReceivedCustomerWhen is it sent: 14 days after the provider or operator marked that the order has been shipped
Who is sent to: the customer
Order marked received automatically to provider
Name in email text editor:
PurchaseOrderAutoMarkedAsReceivedProviderWhen is it sent: 14 days after the provider or operator marked that the order has been shipped
Who is sent to: the provider
Order cancelled sent to customer
Name in email text editor:
PurchaseOrderCanceledToCustomerWhen is it sent: after the provider cancels the purchase and a refund is issued
Who is sent to: the customer
Order cancelled sent to provider
Name in email text editor:
PurchaseOrderCanceledToProviderWhen is it sent: after the provider cancels the purchase and a refund is issued
Who is sent to: the provider
Shipping time expired sent to customer
Name in email text editor:
PurchaseShippingTimeExpiredCustomerWhen is it sent: 14 days after the customer purchases, if no other action is taken
Who is sent to: the customer
Shipping time expired sent to provider
Name in email text editor:
PurchaseShippingTimeExpiredProviderWhen is it sent: 14 days after the customer purchases, if no other action is taken
Who is sent to: the provider
Order disputed
Name in email text editor:
PurchaseOrderDisputedWhen is it sent: after the customer starts a dispute about their order or the operator starts a dispute from Console
Who is sent to: the provider
Order disputed by operator
Name in email text editor:
PurchaseOrderOperatorDisputedWhen is it sent: after the operator starts a dispute from Console
Who is sent to: the customer
Disputed order received to customer
Name in email text editor:
PurchaseOrderReceivedFromDisputedCustomerWhen is it sent: after the operator marks a disputed order received
Who is sent to: the customer
Dispute order received to provider
Name in email text editor:
PurchaseOrderReceivedFromDisputedProviderWhen is it sent: after the operator marks a disputed order received
Who is sent to: the provider
Disputed order cancelled to customer
Name in email text editor:
PurchaseOrderCanceledFromDisputedCustomerWhen is it sent: after the operator cancels a disputed order
Who is sent to: the customer
Disputed order cancelled to provider
Name in email text editor:
PurchaseOrderCanceledFromDisputedProviderWhen is it sent: after the operator cancels a disputed order
Who is sent to: the provider
Disputed order cancelled automatically to customer
Name in email text editor:
PurchaseOrderAutoCanceledFromDisputedCustomerWhen is it sent: 60 days after the dispute has started, if no other action is taken
Who is sent to: the customer
Disputed order cancelled automatically to provider
Name in email text editor:
PurchaseOrderAutoCanceledFromDisputedProviderWhen is it sent: 60 days after the dispute has started, if no other action is taken
Who is sent to: the provider
Review by customer wanted
Name in email text editor:
PurchaseOrderReviewByProviderWantedWhen is it sent: after the order is marked received by customer or operator from Console
Who is sent to: the customer
Review by provider wanted
Name in email text editor:
PurchaseOrderReviewByCustomerWantedWhen is it sent: after the order is marked received by customer or operator from Console
Who is sent to: the provider
Review by other party unpublished
Name in email text editor:
PurchaseReviewByOtherPartyUnpublishedWhen is it sent: after the provider or customer leave a review, if the other party has not left a review yet
Who is sent to: the customer or provider, depending on who left the review first
Review by other party published
Name in email text editor:
PurchaseReviewByOtherPartyPublishedWhen is it sent: after the provider or customer leave a review, if the other party has already published their review
Who is sent to: the customer or provider, depending on who left the review first
Price negotiation
Reminder to accept the order
Name in email text editor:
NegotiationAcceptOrderReminderWhen is it sent: 5 days after the provider marks the order as delivered
Who is sent to: the customer
Counter offer accepted
Name in email text editor:
NegotiationAcceptedCounterOfferWhen it is sent: after the provider has accepted the counter offer from the customer
Who it is sent to: the customer
Order accepted by customer
Name in email text editor:
NegotiationAcceptedDeliverableWhen it is sent: the customer accepts the order delivered by the provider
Who it is sent to: the provider
Offer accepted and order placed
Name in email text editor:
NegotiationAcceptedOfferWhen it is sent: customer accepts and pays for the provider's offer
Who it is sent to: the provider
Order automatically accepted (customer)
Name in email text editor:
NegotiationAutoAcceptedDeliverableCustomerWhen it is sent: the customer does not react to the order delivered by the customer after 14 days
Who it is sent to: the customer
Order automatically accepted (provider)
Name in email text editor:
NegotiationAutoAcceptedDeliverableProviderWhen it is sent: the customer does not react to the order delivered by the customer after 14 days
Who it is sent to: the provider
Order automatically canceled (customer)
Name in email text editor:
NegotiationAutoCanceledOrderCustomerWhen it is sent: the provider doesn't deliver mark the order as delivered after 75 days.
Who it is sent to: the customer
Order automatically canceled (provider)
Name in email text editor:
NegotiationAutoCanceledOrderProviderWhen it is sent: the provider doesn't deliver mark the order as delivered after 75 days.
Who it is sent to: the provider
Reminder to deliver changes
Name in email text editor:
NegotiationDeliverChangesReminderWhen it is sent: the provider doesn't mark the requested changes by the customer as delivered after 72 days
Who it is sent to: the provider
Reminder to deliver order
Name in email text editor:
NegotiationDeliverReminderWhen it is sent: the provider doesn't mark the order as delivered after 72 days
Who it is sent to: the provider
Changes delivered – waiting for customer response
Name in email text editor:
NegotiationDeliveredChangesWhen it is sent: after the provider marks the requested changes as delivered
Who it is sent to: the customer
Order delivered – waiting for customer response
Name in email text editor:
NegotiationDeliveredOrderWhen it is sent: after the provider marks the order as delivered
Who it is sent to: the customer
Customer requested changes
Name in email text editor:
NegotiationNewChangeRequestWhen it is sent: after customer has requested changes to their order
Who it is sent to: the provider
New counter offer from customer
Name in email text editor:
NegotiationNewCustomerCounterOfferWhen it is sent: after a customer submits a counter offer
Who it is sent to: the provider
New offer from provider
Name in email text editor:
NegotiationNewOfferWhen it is sent: after a provider submits an offer to the customer
Who it is sent to: the customer
New offer based on customer request
Name in email text editor:
NegotiationNewOfferFromRequestWhen it is sent: after a provider submits an offer to the customer
Who it is sent to: the customer
Operator requested changes on behalf of customer
Name in email text editor:
NegotiationNewOperatorChangeRequestWhen it is sent: After the marketplace operator (admin) requests changes on behalf of the customer
Who it is sent to: the provider
New counter offer from provider
Name in email text editor:
NegotiationNewProviderCounterOfferWhen it is sent: after a provider submits a counter offer
Who it is sent to: the customer
New quote request from customer
Name in email text editor:
NegotiationNewQuoteRequestWhen it is sent: after customer sends an offer request
Who it is sent to: the provider
Order accepted by operator
Name in email text editor:
NegotiationOperatorAcceptedDeliverableWhen it is sent: After the marketplace operator (admin) accepts the order on behalf of the customer
Who it is sent to: the customer
Order canceled by operator (customer side)
Name in email text editor:
NegotiationOperatorCanceledOrderCustomerWhen it is sent: After the marketplace operator (admin) cancels the order on behalf of the provider
Who it is sent to: the customer
Order canceled by operator (provider side)
Name in email text editor:
NegotiationOperatorCanceledOrderProviderWhen it is sent: After the marketplace operator (admin) cancels the order on behalf of the customer
Who it is sent to: the provider
Operator marked changes as delivered
Name in email text editor:
NegotiationOperatorDeliveredChangesWhen it is sent: After the marketplace operator (admin) marks the changes to the as delivered
Who it is sent to: the provider
Operator marked order as delivered
Name in email text editor:
NegotiationOperatorDeliveredOrderWhen it is sent: After the marketplace operator (admin) marks order as delivered
Who it is sent to: the provider
Operator rejected provider’s offer
Name in email text editor:
NegotiationOperatorRejectedOfferWhen it is sent: After the marketplace operator (admin) rejects the provider's offer
Who it is sent to: the provider
Operator rejected customer’s quote request
Name in email text editor:
NegotiationOperatorRejectedRequestWhen it is sent: After the marketplace operator (admin) rejects the customer's quote request
Who it is sent to: the customer
Order receipt for customer
Name in email text editor:
NegotiationOrderReceiptWhen it is sent: after the customer places and pays for an order
Who it is sent to: the customer
Counter offer rejected
Name in email text editor:
NegotiationRejectedCounterOfferWhen it is sent: after the provider rejects the customer's counter offer
Who it is sent to: the customer
Offer rejected by customer
Name in email text editor:
NegotiationRejectedOfferWhen it is sent: after customer rejects the provider's offer
Who it is sent to: the provider
Quote request rejected by provider
Name in email text editor: NegotiationRejectedRequest
When it is sent: after the provider rejects the customer's quote request
Who it is sent to: the customer
Review reminder for customer
Name in email text editor:
NegotiationReviewByCustomerWantedWhen it is sent: after the customer marks the order as received
Who it is sent to: the customer
Review reminder for provider
Name in email text editor:
NegotiationReviewByProviderWantedWhen it is sent: after the customer marks the order as received
Who it is sent to: the provider
Review pending from other party
Name in email text editor:
NegotiationReviewByOtherPartyUnpublishedWhen it is sent: after one party reviews the other
Who it is sent to: both parties
Review published from other party
Name in email text editor:
NegotiationReviewByOtherPartyPublishedWhen it is sent: After both customer and provider write their reviews
Who it is sent to: both parties
Updated offer from provider
Name in email text editor:
NegotiationUpdatedOfferWhen it is sent: after provider updates their offer
Who it is sent to: the customer
Counter offer withdrawn by customer
Name in email text editor:
NegotiationWithdrawnCounterOfferWhen it is sent: after customer withdraws their counter offer
Who it is sent to: the provider
Offer withdrawn by provider
Name in email text editor:
NegotiationWithdrawnOfferWhen it is sent: after provider withdraws their counter offer
Who it is sent to: the customer
Quote request withdrawn by customer
Name in email text editor:
NegotiationWithdrawnRequestWhen it is sent: after the customer withdraws their quote request
Who it is sent to: the provider
Free messaging
New inquiry
Name in email text editor:
InquiryNewInquiryWhen is it sent: after the customer submits their inquiry
Who is sent to: the provider