Your marketplace sends email notifications to users when events occur automatically. There are two types of email notifications: built-in email notifications and transaction email notifications. The former are sent during user management events, such as when a user resets their password or first creates their account. The latter are sent during a transaction to the customer and provider, such as when the customer makes a payment.

These emails can be edited using the Email texts editor. To learn more about Email texts, consult this article.

The rest of this article lists every built-in and transaction email notification sent by your marketplace. Use it as a reference when editing your Email texts to help understand what email you are editing.

Transaction emails

Transaction emails are notification emails sent during a transaction to the customer or provider involved in the transaction. Transactions occur whenever customers or providers interact on your marketplace.

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.

As a reminder, Listing type settings determine what kind of listings are created on your marketplace and how customers interact with them. You can learn more about them here.

The next section lists all the emails sent during the default Listing type transaction processes. 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: BookingNewRequest
When 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: BookingAcceptedRequest
When 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: BookingDeclinedRequest
When 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: BookingExpiredRequest
When 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: BookingOperatorAcceptedRequest
When 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: BookingOperatorRejectedRequest
When 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: BookingMoneyPaid
When 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: BookingReviewByCustomerWanted
When 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: BookingReviewByProviderWanted
When 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: BookingReviewByOtherPartyUnpublished
When 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: BookingReviewByOtherPartyPublished
When 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: PurchaseOrderReceipt
When is it sent: after the customer makes a purchase
Who is sent to: the customer

New order

Name in email text editor: PurchaseNewOrder
When is it sent: after the customer makes a purchase
Who is sent to: the provider

Shipping reminder

Name in email text editor: PurchaseShippingReminder
When is it sent: three days after the customer made the purchase
Who is sent to: the provider

Order delivered

Name in email text editor: PurchaseOrderMarkedAsDelivered
When 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: PurchaseMarkOrderReceivedReminder
When 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: PurchaseOrderOperatorMarkedAsDelivered
When 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: PurchaseOrderMarkedAsReceived
When 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: PurchaseOrderAutoMarkedAsReceivedCustomer
When 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: PurchaseOrderAutoMarkedAsReceivedProvider
When 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: PurchaseOrderCanceledToCustomer
When 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: PurchaseOrderCanceledToProvider
When 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: PurchaseShippingTimeExpiredCustomer
When 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: PurchaseShippingTimeExpiredProvider
When 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: PurchaseOrderDisputed
When 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: PurchaseOrderOperatorDisputed
When 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: PurchaseOrderReceivedFromDisputedCustomer
When 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: PurchaseOrderReceivedFromDisputedProvider
When 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: PurchaseOrderCanceledFromDisputedCustomer
When 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: PurchaseOrderCanceledFromDisputedProvider
When 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: PurchaseOrderAutoCanceledFromDisputedCustomer
When 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: PurchaseOrderAutoCanceledFromDisputedProvider
When 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: PurchaseOrderReviewByProviderWanted
When 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: PurchaseOrderReviewByCustomerWanted
When 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: PurchaseReviewByOtherPartyUnpublished
When 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: PurchaseReviewByOtherPartyPublished
When 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

Free messaging

New inquiry

Name in email text editor: InquiryNewInquiry
When is it sent: after the customer submits their inquiry
Who is sent to: the provider

Built-in emails

Built-in email notifications are sent to users by your marketplace when they are creating or managing their account. Actions like creating an account or resetting a password trigger a built-in email notification.

There are seven emails. The most frequently sent built-in emails will be the email sent right after a user creates an account with instructions to verify their email (“verify email instructions”) and the welcome email they receive after verifying their email address “welcome email after user joins.”

Verify email instructions

Name in email text editor: VerifyEmail
When is it sent: after the user signs up
Who is sent to: every user who creates an account

Welcome email after the user joins

Name in email text editor: UserJoined
When is it sent: after the user confirms their email using the verify email instructions email
Who is sent to: every user whose email has been confirmed

New message received

Name in email text editor: NewMessage
When is it sent: after one user sends a message to another user
Who is sent to: the customer or provider receiving the message

Verify changed email instructions

Name in email text editor: VerifyChangedEmail
When is it sent: after a user changes their email in their account settings
Who is sent to: the user account that is changing their email

Email changed confirmation

Name in email text editor: EmailChanged
When is it sent: after the user verifies their new email address
Who is sent to: the user account that verified their new email address using verify changed email instructions email

Reset password instructions

Name in email text editor: ResetPassword
When is it sent: after the user requests to reset their password
Who is sent to: the user account that requested to reset their password

Password reset confirmation

Name in email text editor: PasswordChanged
When is it sent: after the user resets their password using a secure link
Who is sent to: the user account that reset their password using reset password instructions email

How to edit Marketplace texts

How to edit Email texts

What are Email texts

How to start and test a transaction in your marketplace

How to configure your outgoing email address