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Reference Guide

Order Fulfillment

Template Based Emails

Template based emails are emails that you can send automatically or manually to a customer.

  • Automatically: You can configure template based emails so that a customer receives the email when some event occurs. For example, when you mark an order as shipped in the admin interface, you can automatically have an email sent to the customer letting them know that their order has shipped. See To Configure Template Based Emails to be Sent Automatically.
  • Manually: You can also configure template based emails so that you can send them manually. This has tremendous utility for areas of your business, such as customer service. For example, let's say that you sell a lot of products that come with instruction manuals. You could make all of your assembly documents into email templates. If a customer contacts you and asks for a copy of a certain set of instructions, you could email the instructions at the click of a button. See To Configure Template Based Emails to be Sent Manually.

You can create your own template based emails from scratch, but Miva Merchant includes several that you can use right away. You can also edit the existing template based emails.

To Edit a Template Based Email

There are two kinds of editing you can perform on a template email:

  • You can edit the email "properties". The email properties are a set of fields that let you control the From, To, and Subject fields of the email, and other things like what event(s) will trigger the email to be sent.
  • You can edit the email template code. When you edit the email template code you can change the text of the email, add custom logo's, etc.

To Edit Email Properties

  1. Go to Menu> Order Fulfillment > Template Based Emails tab.
  2. Double-click on one of the email templates.
  3. Back Order

  4. Edit the fields in the Edit Email dialog box.
  5. Back Order

Code: Uniquely identifies an email template in the database.

Name: Descriptive name for the email template. The Name of the email template is displayed in the admin interface.

Mime Type: Most customers will never need to edit this field. You could change the Mime Type to configure the email that is sent, for example to:

  • Allow only text in the email.
  • Force the email to be formatted in HTML.
  • Change the character set used in the email.

Visible For: In many cases, customer emails are sent automatically when triggered by an event. For example, if you check the Send When Order > Placed checkbox in the Add Email dialog box, your customer automatically receives an email when their order is placed.

However, you can also use the Visible For feature to configure your email so that it can be sent manually.

  • Customers: If you check this box, you will be able to send this email manually when you edit a customer account. See To Create a Customer Account.
  • Orders: If you check this box, you will be able to send this email manually when you edit an order. See Menu> Order Processing > edit an order > Order Emails link.

Sending: Automatic: Select Automatic and one or more of the trigger conditions to have this email automatically sent when that event occurs. For example, if you want this email to be automatically sent when an item is on backorder:

Sending Automatic: Select Automatic and one or more of the trigger conditions to have this email automatically sent when that event occurs. For example, if you want this email to be automatically sent when an item is on backorder:

  • Select Sending > Automatic.
  • Click the Backordered checkbox.

Manual: If you select this option you must also select one of the Visible For options above. In this case, you don't want the email to be sent automatically when some event occurs. By selecting one of the Visible For options, you'll be able to send this email manually when you edit a customer record, and/or edit an order.

Manual emails are a very powerful feature and can be used in different ways. For example, let's say that you sell a number of products that require assembly: bookcases, display shelves, bed frames, etc. You include assembly instructions in every order, but if a customer loses their instructions, you want to be able to send them a replacement document quickly. In this case you could put each set of assembly instructions into a separate email template. If a customer loses the assembly instructions, your service rep can edit the order (or the customer's record), find the email template that has the assembly instructions, and manually send that email template to the customer.

But see also Example: Different Combinations of the Sending and Visible For Fields.

Send When Order Created:

Starting with Miva Merchant 9.7, you can trigger email based on the source of the order. For example, if you want to send an email specifically for Amazon Marketplaces orders or when a customer renews a subscription order.

Send When Order

Send Base64 Encoded This is not an event trigger. If you check this box, this email will be sent using Base64 encoding.

Example: Different Combinations of the Sending and Visible For Fields

You can use the Sending and Visible For fields in the Add/Edit Email dialog box to create different send options:

Manual Only Manual and Automatic Automatic Only
I never want to send this email automatically. I will only send it manually. I want to send this email automatically and be able to send it manually. I only want this email to be sent automatically. I will never send it manually.

Visible Field

Visible Field

Visible Field

There are multiple options for triggering an email. Check all appropriate boxes.

Trigger Email

You can select the number of days in advance to trigger a payment card expiration email and apply it to “Only Cards Linked to a Subscription” or “All Cards”. This allows you to confine the expiration alert to cards that were used for subscriptions.

Abandoned Basket Emails

New in Miva Merchant 9.7, you can send emails to shoppers who have left products in their baskets without placing an order. In order to implement this feature, you must know the email address of the customer. There are two possible scenarios:

  • The shopper has a customer account and is logged in OR
  • The shopper submitted their information during checkout but never completed checkout

To enable Abandoned Basket Emails, perform the following steps.

  1. Go to Menu > Order Fulfillment > Template Based Emails tab.
  2. Look for the Abandoned Basket template and click the slider in the Automatic column to activate it. Abandoned Basket Emails
  3. Double-click on “Abandoned Basket”. The Edit Email dialog appears.

    Edit Email

  4. Set the fields described in the previous section.

    At the bottom of the dialog box are the parameters for Abandoned Basket Emails.

    Edit Email

Send When Basket:
  • Abandoned More Than __ Minute(s). This setting allows you to control when the abandoned basket email should be sent. Enter the number of minutes to wait before sending email (30 minutes by default). The ‘abandoned’ time is based on inactivity (e.g. the last time the customer loaded a page). The setting can be adjusted up or down, but it must be lower than your basket timeout (default basket timeout is 60 minutes). Otherwise, you would delete expired baskets before the Abandoned Cart Email was sent.
  • Basket Subtotal Range: This setting allows you to optionally add a subtotal range. For example, you could have different emails with special offers for high value carts. Enter the price range required to trigger an email (enter ‘0’ if there is no price limit).
  • Keep Basket Alive For ____ Minute(s). When the abandoned basket email is sent, it contains a link back to the customer’s basket. There is no point in sending an Abandoned Basket Email if the basket expires before the customer can return and complete the order. Enter the number of minutes to keep the basket ‘alive’. The default is 2880 minutes (48 hours). This is the length of time the basket is active after the abandoned basket email is sent.
Send On Authorization Failure: Use this setting to send an email when payment authorization fails. Select “By Shopper” to send an email to the customer when a regular purchase fails authorization. Select “By Subscription Reorder” if it’s an automated subscription order.

To Edit Email Template Code

  1. Go to Menu> Order Fulfillment > Template Based Emails tab.
  2. Select a template based email, then click Edit Template.
  3. Backorder Notice

  4. Every template based email has its own Page. In our example, we edited the template for Backorder Notice, so the system took us to "Edit Page: Backorder Notice". If you know the Page name that is associated with a template based email, you could also edit the template code by going to: Menu> User Interface > Pages tab > Edit a page (Backorder Notice) > Page tab. Either way, you'll now be able to edit the template code for the email.
  5. Backorder Notice

To Configure Template Based Emails to be Sent Automatically

  1. Go to Menu> Order Fulfillment > Template Based Emails tab.
  2. Click on the slider icon to enable the template based email.
  3. Backorder

  4. Now double-click on the template based email to open the Edit Email dialog box.
  5. In the Sending field, select Automatic, then click on one or more of the event trigger checkboxes.
  6. Sending Field

  7. Save your changes in the Edit Email dialog box.
  8. See also Example: Different Combinations of the Sending and Visible For Fields.

To Configure Template Based Emails to be Sent Manually

  1. Go to Menu> Order Fulfillment > Template Based Emails tab.
  2. Click on the slider icon to enable the template based email.
  3. Backorder

  4. Now double-click on the template based email to open the Edit Email dialog box.
  5. In the Visible For field, check the Customers and/or the Orders checkbox.
  6. Visible Field

    • If you check the Customers checkbox, you'll be able to send this email to customers while you edit a customer account record. See below.
    • If you check the Orders checkbox, you'll be able to send this email to customers while you edit an order. See below.
  7. Save your changes in the Edit Email dialog box.
  8. See also Example: Different Combinations of the Sending and Visible For Fields.

To Send a Template Based Email Manually

While Editing a Customer Account Record

  1. Make sure that you've followed the steps to configure the email to be sent manually.
  2. Go to Menu> Customers > Edit a customer account record > Template Based Emails tab.
  3. In the Template Based Emails tab
  4. 3.1. Click the checkbox next to the email(s) that you want to send to the customer. In our example, we're going to send the Backorder Notice.

    3.2. Fill out at least the "Override To" field

    3.3. Click Update.

    Edit Customer

While Editing an Order

  1. Make sure that you've followed the steps to configure the email to be sent manually.
  2. Go to Menu> Order Processing > Orders tab.
  3. Edit an order.
  4. In the Edit Order screen, click on the Order Emails link.
  5. In the Order Emails dialog box, click the checkbox next to the email that you want to send and click Send.

Order Emails

To Create a New Template Based Email

  1. Go to Menu> Order Fulfillment > Template Based Emails tab.
  2. Click New Template Based Email Plus.
  3. Fill out the fields in the Add Email dialog box. See To Edit Email Properties.
  4. When you are done, click Add.
  5. To edit the body of your new template based email, see To Edit Email Template Code.

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