Skip to main content

Documentation Portal

Transactional Emails

This section does not apply to Shopify. For information about Shopify, see Shopify Native.

The Global‑e transactional emails inform customers about the status of their orders.

As Global‑e handles shipping in most cases and since we know the various statuses during the orders’ journey, we also handle notification emails to customers.

These emails are configured per merchant according to the logic described in this guide.

In this section:

Email Management

When an order reaches a specific status, Global-e automatically sends a localized email to your customer. The Global‑e Email Management tool lets you modify the content of this email, customize the look and feel, add custom text, and provide your own translation. In addition, you can preview your email configuration settings both on desktop and mobile and test your settings before submitting (publishing) your final template to Global‑e.

Before configuring your email template, see the following:

Prerequisites

Important

For optimal use of the Email Management tool, a basic understanding of HTML and familiarity with HTML structure and CSS styling concepts are required.

To use the Email Management tool:

  • Verify the Email Management feature is enabled.

  • Verify you have one of the following roles in the Merchant Portal for configuring emails:

    • Global Merchant Admin with the default Merchant Admin username and password

    • Merchant Emails Operator with the default Merchant Email Operator username and password.

    Contact your Success Manager if you cannot access the Merchant Portal or do not have permission.

  • Manage your HTML content:

    • The Merchant owns the HTML for creating email.

    • Translation of the texts to other languages is handled by the Merchant.

  • Familiarity with the Mustache Templating Specification and Language is required.

    For more information, see https://mustache.github.io/mustache.5.html.

Create your Email Template and Text Resources

Before getting started:

  1. Create your email HTML template. Make sure to include all the default text resources and placeholders.

    For more information, see:

    Create your HTML Template

    TextResource Excel Format and Example

    Placeholders.

  2. Create your Text Resources Excel file, as detailed in:

    Create your Text Resources File

    TextResource Excel Format and Example

    Placeholders.

Manage your Emails

This procedure assumes that you have already created your HTML template and Text Resources.

To manage your emails:

  1. Log in to the Global‑e Merchant Portal.

  2. Go to Configuration > Email Management.

    The Email Management screen opens.

    image1.png

  3. Set up and manage your email template, as detailed in the screen capture above and in the following table.

Click here for a short instructional video

Step

For more information

Step 1

Select the Email Type you wish to customize from the drop-down menu.

[1] Email Type

Step 2

Upload the HTML template you have created:

Click Upload New and select your HTML file.

[2] HTML Template

Step 3

Upload the new Text Resources:

Click Upload New and select your Text Resources file (Excel).

[3] Text Resources

TextResources (Excel)

Step 4

Preview your draft template in the preview area:

Click Save Changes. (Make sure you are in draft mode).

Note that, when switching from Draft mode to Publish mode, the Save Changes button switches to a Publish button [8].

[4] Save your Template and Preview your Changes

Step 5

Preview your email language:

Select the desired language from the drop-down menu.

[5] Preview the Language

Step 6

Preview an order as part of your email template:

Enter the order ID

[6] Preview an Order

Step 7

Test your Draft or Publish template before publishing it to Global‑e:

Click Send Test and fill out the Send Test email form.

- OR –

Select Send for a quick send (if you have already filled out the form).

[7] Test your Setup - Send a Test Email

Step 8

Publish your changes:

Select the Publish mode and click Publish Changes.

[8] Publish your Changes

Optional

Unpublish your changes

Revert your Published Changes (Optional)

[1] Email Type

Select the Email Type you wish to customize from the drop-down menu.

See the list of email types here, Global‑e Default HTML Template.

All email transactions are supported.

[2] HTML Template

This section provides instructions on how to create or modify your HTML template.

Create your HTML Template

To create your HTML template:

  1. Write the content and design your HTML template using a tool of your choice.

    Click here to view and save an example of the HTML template

  2. Add all the mandatory text resources at the correct location, as defined in the TextResources file.

  3. When done, click Upload New to upload your HTML template.

  4. Click Upload New to upload the text resources file have created (see Create your Text Resources File

    Create your Text Resources File).

  5. Click Save Changes and preview your draft.

    Example:

    HTML_Template.png
Modify your HTML Template

To modify your HTML Template:

  1. Click Download Current HTML template.

  2. Modify the HTML text using a tool of your choice.

    Note that if you modify the HTML text and you do not include that new text with its translation in the text resources file, the text will not be translated.

  3. Make sure you have included all the mandatory text resources at the correct location, as defined in the TextResources file.

  4. Save your file as HTML.

  5. When done, click Upload New to upload your HTML template.

[3] Text Resources

TextResources are the strings that are included in the placeholders within your email template. They are displayed in curly brackets.

When you create or modify text resources in your email template, make sure that all mandatory text resources are included in your email and formatted correctly.

Create your Text Resources File

To create your Text Resources file:

  1. Create your text resources file by using the format and example TextResources file.

  2. Make sure to add all the mandatory text resources as defined in the TextResources file.

    Important

    By default, you must define the language of all text resources in English.

    In the text resources file, the column "English - United Kingdom" must always contain text in English. This text is used as a basis for the translation to other languages.

  3. Save your file as Excel.

  4. When done, click Upload New to upload your TextResources file.

  5. Click Save Changes.

    After uploading your text resources, if you have included the text resources in your HTML Template (see [2] HTML Template,) you can preview your email with the placeholders of the text resources.

    Example:

    image2.png
    Placeholders1.png

    See:

    Placeholders for the list of supported placeholders.

    Preview an Order to view how the template with the placeholders converts to actual data.

Modify Text Resources

This section assumes that you have previously uploaded your text resources file. See Create your Email Template and Text Resources.

Important

By default, the language of all text resources is set to English United Kingdom. In the text resources file, the column English - United Kingdom must always contain text in English. This text is used as a basis for the translation to other languages.

To modify a Text Resource:

  1. Click Download Current text resources file.

  2. To modify English Text Resources, modify the text in the column English – United Kingdom.

  3. To modify Text Resources in Other Languages:

    1. Translate the TextResource you have modified under the column English - United Kingdom to the target language.

    2. Add the translation of each text resource in the corresponding language column and row (cell).

  4. Click Upload New to upload your file.

Add a New Text Resource

Important

By default, the language of all text resources is set to English United Kingdom. In the text resources file, the column English - United Kingdom must always contain text in English. This text is used as a basis for the translation to other languages.

To add new Text Resources:

  1. In your HTML template, add the new text resource at the correct location. For example: {{TR_NewSaltutation}}

  2. In your TextResources Excel:

    1. Add a new row for the new text resource.

    2. Mandatory: Add a description in the column English – United Kingdom.

      Note: English UK must be filled as it is used as the basis for translations.

    3. To add Other Languages:

      1. Make sure you have added a column for the target language.

      2. Translate the text you have added under the English - United Kingdom column to the target language.

      3. Add the translation of each text resource in the corresponding language column and row (cell).

    4. When done, click Upload New to upload your TextResources file.

  3. HTML template:

    1. Make sure you have added all the required TextResources in your HTML template.

    2. When done, click Upload New to upload your HTML template.

Remove a Text Resource

To remove a text resource, you must remove the resource from both:

  • The HTML template

  • The TextResource Excel

[4] Save your Template and Preview your Changes

To save your template and preview your changes:

  1. Select Draft or Publish mode, as required.

  2. When you are satisfied with your modifications, click Save Changes. and preview your changes.

  3. If you are in draft mode, you can edit the draft at a later stage.

  4. Optional: Click Discard Changes if you do not wish to save your changes.

Example:

Save_and_preview_your_changes.png
[5] Preview the Language

To preview the language:

  1. Select Draft or Publish mode, as required.

  2. Select the language you wish to preview.

Notes:

  • You must have translated the text in the TextResources Excel file for the text to be displayed in the selected language.

  • Static text is text that has not been defined as a Text Resource. Static text is not translated or modified. If you have included static text in your HTML template and you wish to translate it, you must first define it as a text resource in the TextResources (Excel), provide the translation, and upload your modified text resource.

  • You can modify the Sender and the Subject line in the text resources.

Example:

In this example, the email was translated into Spanish, but "Dear First Name" has not been translated since it is static text, and the translation was not defined in the TextResources file.

Preview_Language.png
[6] Preview an Order

To preview an order:

  1. Select Draft or Publish mode, as required.

  2. In Preview an Order, enter the order ID or the Merchant ID.

  3. Select Show Order Values in the device previews.

    This option toggles the preview between the placeholders and the real data.

    When selecting this option, the preview area shows the template with the data taken from the real order. The placeholders in the template are converted to actual data.

Example:

Preview_Order.png
[7] Test your Setup - Send a Test Email

To test your setup:

Send_Test.png

  1. Click Send Test.

    The Send test email box opens.

    image3.png

  2. In the Send test email box:

    1. Enter the Order ID.

    2. Select the Email Type.

    3. Select the language.

    4. Select the Version: Draft or Publish

    5. Enter the email address to which the test should be sent.

  3. Click Send.

    A confirmation message is displayed.

  4. Open the email and review it.

To perform a "quick send":

If your email management screen already contains the above information, click the down arrow and select Send To.

A confirmation message is displayed and by default, the email test is sent to you (the logged-in user's email address).

[8] Publish your Changes

When you are satisfied with the results, you can publish your changes.

  • Click Publish to submit your final changes to Global‑e.

    A confirmation message is displayed.

Your published template is uploaded to the Global-e system. This is the email template that Global-e will be using for your email templates from now on.

Note

Clicking Publish uploads the final email template (HTML) to the Global‑e Production whereas Save Changes saves your draft for further editing.

Revert your Published Changes (Optional)

After publishing, you can click Unpublish to revert to the default Global‑e template.

Using Custom Fonts

Follow these guidelines when using non-standard fonts in your emails.

  • Use Web-Safe Fonts as Fallbacks

    • Always specify a web-safe font as a fallback in case the custom font does not load.

    • Common web-safe fonts include Arial, Verdana, Georgia, and Times New Roman.

  • Host Fonts Appropriately

    • Host the fonts on a reliable server or use a service like Google Fonts or Adobe Fonts.

    • Ensure that the font files are compressed (e.g., WOFF or WOFF2 format) to minimize loading time.

  • Use Inline CSS for Font Integration

    • Apply custom fonts using inline CSS within the <style> tag or directly within HTML elements.

      Example:

       <style>
 @font-face {
 font-family: 'CustomFont';
 src: url('https://your-server.com/fonts/customfont.woff2') format('woff2');
 }
 .custom-text {
 font-family: 'CustomFont', Arial, sans-serif;
 }
 </style>
 <p class="custom-text">This is custom font text.</p>

  • Test Across Multiple Email Clients

    • Different email clients render fonts differently. Test emails across popular clients to ensure the custom font displays.

    • Pay attention to mobile clients as well.

  • Limit the Use of Custom Fonts

    • Use custom fonts sparingly, reserving them for headers or branding elements.

    • For longer bodies of text, use standard web-safe fonts.

  • Consider Email Load Times

    • Custom fonts can increase the size of the email, which might affect load times. Ensure the font files are as small as possible.

    • Keep the total email size under 102KB to avoid clipping in some email clients.

  • Ensure Legal Compliance

    • Verify that you have the correct licensing to use and distribute the font in emails.

  • Monitor Email Deliverability

    • Custom fonts can sometimes cause deliverability issues. Monitor open rates, click rates, and spam reports.

  • Fallback on System Fonts in Case of Issues

    • If any issues arise, be prepared to revert to system fonts to ensure the email remains functional.

Moving from Testing Environment to Production

When you are ready to move to Production, follow these steps for each email type:

  1. In the Testing environment, download the current HTML and the current text resources file.

    download_html.png

    Download Current HTML

    download_text_resource.png

    Download the current text resources file

  2. In the Production environment, select the relevant email type (e.g. Order Confirmed).

  3. Upload the HTML downloaded in step #1.

  4. Upload the text resources file downloaded in step #2.

  5. Click Save Changes.

    save_changes.png

  6. Preview and Test.

  7. Click Publish.

    click_publish.png
Placeholders

The Global‑e templates are based on the Mustache templating specification and language. For more information on Mustache, see https://mustache.github.io/mustache.5.html.

Mustache serves as a powerful templating system that enables the utilization of pre-existing text files containing designated placeholders. These placeholders are dynamically substituted with values specific to a particular request during runtime.

Global‑e supports two types of placeholders that you can use in the HTML template:

  • Placeholders related to Orders, such as the order ID, shipping address, totals, products, and more.

  • Custom placeholders to manage Text Resources, which can hold texts, translations, links, and html snippets for the header, footer, and CSS.

Custom Placeholders

Custom placeholders often start with the prefix TR_ to differentiate between order placeholders and resource placeholders. However, this convention is not mandatory.

Example: TR_Salutation

To add, create and upload custom placeholders:

  1. Include your custom placeholder values in your text resource file as keys (without {}).

  2. Include the custom placeholders' unique key {TR_Salutation} in your HTML template.

Required Placeholders

Subject

SenderName

SenderEmail

Variations

[CountryName].SenderName

[CountryName].SenderEmail

Note

CountryName is a 2-letter country code. For example, use US for USA.

Available Placeholders

This section provides a list of placeholder tags and examples.

Customer

The following placeholders are supported in all email types.

  • {{FirstName}}

  • {{LastName}}

  • {{FullName}} - the recipient's first name and last name

  • {{Email}} - the recipient's email address

Usage:

<div>Dear {{FirstName}}</div>
<div>Hello {{FullName}}</div>
<div>Dear {{LastName}}</div>
<div>Your email address: {{Email}}</div>
Order

The following placeholders are supported in all email types.

  • {{OrderReceiveDate}}

  • {{OrderTrackingNumber}}

  • {{OrderId}}

  • {{MerchantOrderId}}

  • {{MerchantInternalOrderId}}

  • {{OrderConfirmedDate}}

Usage:

<div> We have received your order on {{OrderReceiveDate}}.</div>
<div> Your tracking number is {{OrderTrackingNumber}} </div>
<div> Your order id is {{OrderId}} </div>
<div> Your merchant order id is {{MerchantOrderId}} </div>
<div> Your merchant internal order id is {{MerchantInternalOrderId}} </div>
<div> Your order has been confirmed on {{OrderConfirmedDate}}</div>
Merchant

The following placeholders are supported in all email types.

  • {{CustomerSupportEmail}}

  • {{MerchantName}}

  • {{MerchantStatementName}}

Shipping

The following placeholders are supported in all email types.

  • {{ShipFullName}}

  • {{ShipFirstName}}

  • {{ShipAddress}}

  • {{ShipAddress2}}

  • {{Company}}

  • {{ShipState}}

  • {{ShipCity}}

  • {{ShipZip}}

  • {{ShipPhone}}

  • {{ShipCityRegion}}

  • {{ShipCompanyName}}

  • {{ShipCountry}}

  • {{ShippingMethodName}}

  • {{ShippingService}}

  • {{CarrierName}}

  • {{ShipVatRegistrationNumber}}

  • {{ShippedTo<CountryCode>}}

    Note

    ShippedTo is a 2-letter CountryCode. For example, IL, TW, U.S. To be able to add logic per shipping country like extra-legal text for Taiwan.

Usage:

{{#ShippedToTW}} // If shipping country is TW

<div>Due to recent regulatory changes for orders shipped to Taiwan, you are required to register your mobile phone number through the EZWAY Customs application, and then pre-authenticate the order once as soon as you are notified by the shipping partner (via SMS/e-mail) and via the EZWAY application to allow the Customs Clearance of the goods.</div>

{{/ShippedToTW}}
Billing

The following placeholders are supported in all email types.

  • {{BillFullName}}

  • {{BillAddress}}

  • {{BillAddress2}}

  • {{BillState}}

  • {{BillCity}}

  • {{BillZip}}

  • {{BillPhone}}

  • {{BillCityRegion}}

  • {{BillCountry}}

  • {{BillCompanyName}}

  • {{BillVatRegistrationNumber}}

Payment

The following placeholder is supported in all email types.

{{PaymentDetails}}

Other

The following placeholders are supported in all email types except for {{RefundTotals}}, which is only supported in Refund emails.

Usage:

EmailDirection
<body dir=”{{EmailDirection}}”>
Your content here
</body>
Products, OOSProducts, RefundProducts

The following placeholders are supported in all email types. Data availability is based on the status of the order. For example, the OOS products placeholder remains empty if there are no products that are out of stock in the order.

Use the <div> tag as a generic container for associating similar content. In this case, Products, Out of Stock Products, and Refunds Products and their properties. See Products, Out-of-Stock Products, and Refund Products for the list of product properties.

The following example shows the structure for all Product placeholders: 'Products', 'RefundProducts', 'OOSProducts'.

Example:

<div>
{{#Products}}
<span>{{Name}}</span>
{{/Products}}
</div>

<div>
{{#OOSProducts}}
<span>{{Name}}</span>
{{/OOSProducts}}
</div>

<div>
{{#RefundProducts}}
<span>{{Name}}</span>
{{/RefundProducts}}
</div>
Products, Out-of-Stock Products, and Refund Products

You can include the following placeholders in all email types.

The Products, Out-of-Stock, and Refund placeholders serve as containers for general product information and assets.

  • {{ImageURL}}

  • {{Name}}

  • {{OOSQuantity}}

  • {{OrderedQuantity}}

  • {{Price}}

  • {{ProductCode}}

  • {{#Products}}{{ProductAttributesHTML}}{{/Products}}

  • {{Quantity}}

  • {{Size}}

  • {{Url}}

Products Attributes

You can include the following placeholder in all email types.

This placeholder serves as a container for product attributes.

{{ProductAttributes.[Attribute key name]}}

Example: Render the product attribute ‘Color’ ‘size’.

{{#Products}}
<div>
<span>{{ProductAttributes.color}}</span>
<span>{{ProductAttributes.size}}</span>
</div>
{{/Products}}
Culture Information

The following placeholders are supported in all email types.

  • {{Culture.CultureName}}

  • {{Culture.CultureNameDisplay}

  • {{Culture.CultureNameOriginal}}

  • {{Culture.CultureProgId}}

  • {{Culture.CultureURL}}

  • {{Culture.IsRTL}}

Example:

<div>My culture is {{Culture.CultureName}} </div>
Order Totals

You can use the following placeholders in all email types.

These placeholders contain the amount with the currency symbol - for example, $100.

  • {{OrderTotals.OrderDiscounts}}

  • {{OrderTotals.OrderSubTotal}}

  • {{OrderTotals.ShippingDiscounts}}

  • {{OrderTotals.TotalCustomerPrepaidRefundAmount}}

  • {{OrderTotals.TotalDutiesAndTaxes}}

  • {{OrderTotals.TotalDutiesAndTaxesRefundAmount}}

  • {{OrderTotals.TotalGiftCardsRefundAmount}}

  • {{OrderTotals.TotalLoyaltyPointsRefundAmount}}

  • {{OrderTotals.TotalMoneyRefundAmount}}

  • {{OrderTotals.TotalPrice}}

  • {{OrderTotals.TotalProductsRefund}}

  • {{OrderTotals.TotalServiceGestureAmount}}

  • {{OrderTotals.TotalShipping}}

Refund Totals

You can use the following placeholders as part of the Refund Notification Template, to build a dynamic message per refund reason.

These placeholders contain the amount with the currency symbol - for example, $100.

  • {{RefundTotals.TotalDutiesAndTaxes}}

  • {{RefundTotals.AvalaraSalesTaxes}}

  • {{RefundTotals.TotalDutiesAndTaxesRefundAmount}}

  • {{RefundTotals.TotalGiftCardsRefundAmount}}

  • {{RefundTotals.TotalLoyaltyPointsRefundAmount}}

  • {{RefundTotals.TotalPrice}}

  • {{RefundTotals.TotalProductsRefund}}

  • {{RefundTotals.TotalServiceGestureAmount}}

  • {{RefundTotals.TotalShipping}}

Refund Reasons

You can add the following refund reasons to the Refund notification template to build a dynamic message for each refund reason. For example, if the refund reason is out of stock, render the out-of-stock message as detailed below.

Out-of-Stock Refund Reason

{{#IsOutOfStockRefundReason}}
<tr>
      <td>{{TR_OutOfStockRefundReason}}</td>
</tr>
{{/IsOutOfStockRefundReason}}

Shipping Cost Refund Reason

{{#IsShippingCostRefundReason}}
<tr>
      <td>{{TR_ShippingCostRefundReason}}</td>
</tr>
{{/IsShippingCostRefundReason}}

No SSD Refund Reason

{{#IsNoSDDRefundReason}}
<tr>
       <td>{{TR_NoSDDRefundReason}}</td>        
</tr>
{{/IsNoSDDRefundReason}}

Cancelled Order Refund Reason

{{#IsCancelledOrderRefundReason}}
<tr>            
       <td>{{TR_CancelledOrderRefundReason}}</td>
</tr>
{{/IsCancelledOrderRefundReason}}

Return Refund Reason

{{#IsReturnRefundReason}}
<tr>   
       <td>{{TR_ReturnRefundReason}}</td>        
</tr>
{{/IsReturnRefundReason}}

Wrong Item Refund Reason

{{#IsWrongItemRefundReason}}
<tr>    
       <td>{{TR_WrongItemRefundReason}}</td>    
</tr>
{{/IsWrongItemRefundReason}}

Missing Item Refund Reason

{{#IsMissingItemRefundReason}}
<tr>            
       <td>{{TR_MissingItemRefundReason}}</td>    
</tr>
{{/IsMissingItemRefundReason}}

Damaged Item Refund Reason

{{#IsDamagedItemRefundReason}}
<tr>
       <td>{{TR_DamagedItemRefundReason}}</td>
</tr>
{{/IsDamagedItemRefundReason}}

Warranty Issue Refund Reason

{{#IsWarrantyIssueRefundReason}}
<tr> 
       <td>{{TR_WarrantyIssueRefundReason}}</td> 
</tr>
{{/IsWarrantyIssueRefundReason}}

Lowest Price Guarantee Refund Reason

{{#IsLowestPriceGuaranteeRefundReason}}
<tr> 
        <td>{{TR_LowestPriceGuaranteeRefundReason}}</td>
</tr>
{{/IsLowestPriceGuaranteeRefundReason}}

Service Gesture Refund Reason

{{#IsServiceGestureRefundReason}}
<tr>    
        <td>{{TR_ServiceGestureRefundReason}}</td>        
</tr>
{{/IsServiceGestureRefundReason}}

Swapped Part Refund Reason

{{#IsSwappedPartRefundReason}}
<tr>    
        <td>{{TR_SwappedPartRefundReason}}</td>        
</tr>
{{/IsSwappedPartRefundReason}}

Lost In Transit Refund Reason

{{#IsLostInTransitRefundReason}}
<tr>     
       <td>{{TR_LostInTransitRefundReason}}</td>        
</tr>
{{/IsLostInTransitRefundReason}}

Out-Of-Stock Item Refund Reason

{{#IsOutOfStockItemRefundReason}}
<tr>   
        <td>{{TR_OutOfStockItemRefundReason}}</td>        
</tr>
{{/IsOutOfStockItemRefundReason}}

Cancelled Pending Payment Refund Reason

{{#IsCancelledPendingPaymentRefundReason}}
<tr>      
        <td>{{TR_CancelledPendingPaymentRefundReason}}</td>        
</tr>
{{/IsCancelledPendingPaymentRefundReason}}

Gift Card Redeem Failed Refund Reason

{{#IsGiftCardRedeemFailedRefundReason}}
<tr>    
        <td>{{TR_IsGiftCardRedeemFailedRefundReason}}</td>        
</tr>
{{/IsGiftCardRedeemFailedRefundReason}}

Damaged Box Received Refund Reason

{{#IsDamageBoxReceivedRefundReason}}
<tr>    
        <td>{{TR_DamageBoxReceivedRefundReason}}</td>
</tr>
{{/IsDamageBoxReceivedRefundReason}}

Damaged Product Received Refund Reason

{{#IsDamagedProductReceivedRefundReason}}
<tr>  
        <td>{{TR_DamagedProductReceivedRefundReason}}</td>        
</tr>
{{/IsDamagedProductReceivedRefundReason}}

Item Not Received Refund Reason

{{#IsItemNoReceivedRefundReason}}
<tr>    
        <td>{{TR_ItemNoReceivedRefundReason}}</td>        
</tr>
{{/IsItemNoReceivedRefundReason}}

Lost In Shipment Refund Reason

{{#IsLostInShipmentRefundReason}}
<tr>      
        <td>{{TR_LostInShipmentRefundReason}}</td>    
</tr>
{{#IsLostInShipmentRefundReason}}    

Missing Item From Order Refund Reason

{{#IsMissingItemFromOrderRefundReason}}
<tr>    
         <td>{{TR_MissingItemFromOrderRefundReason}}</td>        
</tr>
{{/IsMissingItemFromOrderRefundReason}}

Other Refund Reason

{{#IsOtherRefundReason}}
<tr>       
         <td>{{TR_OtherRefundReason}}</td>        
</tr>
{{/IsOtherRefundReason}}

Product Out-of-Stock Refund Reason

{{#IsProductOutOfStockRefundReason}}
<tr>       
          <td>{{TR_ProductOutOfStockRefundReason}}</td>        
</tr>
{{/IsProductOutOfStockRefundReason}}

Wrong Item Received Refund Reason

{{#IsWrongItemReceivedRefundReason}}
<tr>     
       <td>{{TR_WrongItemReceivedRefundReason}}</td>        
</tr>
{{/IsWrongItemReceivedRefundReason}}

Wrong Price Charged Refund Reason

{{#IsWrongPriceChargedRefundReason}}
<tr>     
       <td>{{TR_WrongPriceChargedRefundReason}}</td>        
</tr>
{{/IsWrongPriceChargedRefundReason}}

Lost by Merchant and Refund Refund Reason

{{#IsLostbymerchantandrefundRefundReason}}
<tr>    
        <td>{{TR_LostbymerchantandrefundRefundReason}}</td>        
</tr>
{{/IsLostbymerchantandrefundRefundReason}}

Gift Card Redeem Refund Reason

{{#IsGiftCardRedeemRefundReason}}
<tr>    
         <td>{{TR_GiftCardRedeemRefundReason}}</td>        
</tr>
{{/IsGiftCardRedeemRefundReason}}

Cancelled By Customer Request Refund Reason

{{#IsCanceledByCustomerRequestRefundReason}}
<tr>   
         <td>{{TR_CanceledByCustomerRequestRefundReason}}</td>        
</tr>
{{/IsCanceledByCustomerRequestRefundReason}}
Currency

The following placeholders are supported in all email types.

  • {{CurrencyCode}}

  • {{CurrencyName}}

  • {{CurrencySymbol}}

Return

The following placeholders are included when return information is available.

  • {{ReturnId}}

  • {{RMANumber}}

  • {{ReturnDate}}

  • {{ReturnProducts}} - See the Return Product objects.

  • {{TotalProductsRefund}}

  • {{TotalShippingRefund}}

  • {{TotalDutiesRefund}}

  • {{TotalRefund}}

Return Product

The following placeholders are included when return information is available.

  • {{ProductName}}

  • {{ProductCode}}

  • {{UnitSalePrice}}

  • {{ApprovedQuantity}}

  • {{TotalPrice}}

Store Info

The Store Info placeholders are supported in the following email types:

  • OrderReplacementDeliveredToStore

  • OrderDeliveredToStore

Placeholders:

  • {{Store.Name}}

  • {{Store.Description}}

  • {{Store.Address1}}

  • {{Store.Address2}}

  • {{Store.StateOrProvince}}

  • {{Store.City}}

  • {{Store.Zip}}

  • {{Store.Phone1}}

  • {{Store.Phone2}}

  • {{StoreOpeningHours}}

Tracking Info

The following placeholders are supported when tracking information is available.

  • {{TrackingNumber}}

  • {{TrackingLink}}

Example of Placeholders in the Products Section
image5.png
Example of Placeholder Rendering in the Products Section
image6.png
Examples and File Formats
Global‑e Default HTML Template

The following table lists all the HTML file and their related TextResource Excel file offered by Global-e.

#

Email Name

HTML File

TextResource Excel File

1

Customer Line Cancellation

Example

File

2

Order Cancelled by Customer

Example

File

3

Order Cancelled by Customer - Discontinued Product

Example

File

4

Order Cancelled by Customer - Fraud Check

Example

File

5

Order Cancelled by Customer - Incorrect Address Details

Example

File

6

Order Cancelled by Customer - Out of Stock Product

Example

File

7

Order Confirmed

Example

File

8

Order Dispatched

Example

File

9

Order Received

Example

File

10

Partial Shipment

Example

File

11

Refund Notification

Example

File

12

RMA Created

Example

File

TextResources (Excel)

Important

By default, the language of all text resources is set to English United Kingdom. In the text resources file, the column English - United Kingdom must always contain text in English. This text is used as a basis for the translation to other languages.

TextResources are listed in the Text Resources Excel file’s ResourceKey column and are preceded by TR_.

The TextResources Excel file features the following text resource columns:

  • ResourceKey

  • ResourceGroupTypeId

  • ResourceGroupReferenceId

  • ResourceMerchantPlatformId

  • English United Kingdom (default language) - See Translation.Translation

  • Translation to Other Languages - See Translation.Translation

Click here to download an example of a TextResources file

Important

The column English - United Kingdom must always contain text in English. This text is used as a basis for the translation to other languages.

ResourceKey

ResourceGroupTypeId

ResourceGroupReferenceId

ResourceMerchantPlatformId

English – United Kingdom (2057)

Additional Languages

SenderEmail (Mandatory)

0

0

0

[email protected]

Translation

SenderName (Mandatory)

0

0

0

Global‑e

Translation

Subject

0

0

0

Your order is confirmed – order number {{ORDERID}}

Translation

TR_Disclaimer

0

0

0

Disclaimer

Translation

TR_DutiesAndTaxes

0

0

0

Duties & Taxes

Translation

TR_EmailDirection

0

0

0

ltr

Translation

TR_FOOTTER_SNIPPET

0

0

0

<td class=”grey” mc:edit=”para_3” align=”center” style=”font-family:Arial,sans-serif; font-size:16px; line-height:23px; color:#000000;”> <br> <br> <strong>You have questions ? We are here to help you.</strong> <br>Do not hesitate to contact our support service by phone or by e-mail via the following link <br><a href=”https://[YourDomain]/store-support/faq?utm_source=automation&amp;utm_medium=email&amp;utm_campaign=global_auto_transactional-emails&amp;utm_term=TOP&amp;utm_content=generic” target=”_blank”>See our support service</a>. </td>

Translation

TR_GlobleEMerchantName

0

0

0

E-commerce services provided by Global‑e.

Translation

TR_OrderConfirmedDescription

0

0

0

Thanks for shopping at {{MerchantName}}. Your order will be processed by Global-e as a merchant of record for this transaction. We are happy to inform you that this order is now confirmed, and we will begin processing your purchase for despatch. Please don’t hesitate to contact us with any Questions {{CustomerSupportEmail}}

Translation

TR_OrderDiscounts

0

0

0

Order Discounts

Translation

TR_OrderDispatchedDescription

0

0

0

Hi There! Questions? <a href=”mailto:[email protected]”>Contact us</a>

Translation

TR_OrderNumber

0

0

0

Order Number:

Translation

TR_OrderPlaced

0

0

0

Order Placed:

Translation

TR_PaymentDetailsText

0

0

0

Payment Details

Translation

TR_PREHEADER

0

0

0

This is the PreHeader….

Translation

TR_ProductSupport

0

0

0

Product Support

Translation

TR_Qty

0

0

0

Qty

Translation

TR_Salutation

0

0

0

Dear {{Firstname}}

Translation

TR_ShipmentDesc

0

0

0

Once your order has been shipped, we will send you an email, which will include the shipment tracking number for your reference.

Translation

TR_ShipmentItemsText

0

0

0

Shipment Items

Translation

TR_Shipping

0

0

0

Shipping

Translation

TR_ShippingDiscount

0

0

0

Shipping refund

Translation

TR_ShippingMethodText

0

0

0

Shipping Method

Translation

TR_StoreSupport

0

0

0

Store Support

Translation

TR_Subtotal

0

0

0

Subtotal

Translation

TR_Total

0

0

0

Total

Translation

TR_YourBillingAddress

0

0

0

Your billing address:

Translation

TR_YourOrderedText

0

0

0

You Ordered

Translation

TR_YourShippingAddress

0

0

0

Your shipping address:

Translation

Email Types

Global‑e supports many different email types that are sent during the various stages of the order’s lifecycle.

The following are the supported email types:

Order Received

The Order Received emails are sent when the order is received but pending authorization.

These emails are triggered when the order is flagged for a “fraud check” at checkout or the payment is pending, and the order is not yet confirmed.

Attachments

N/A

The Email Title

Chargeback request received for order number {orderId}

The Email Content
Order_Received_Email.png
Order Confirmed

The Order Confirmed email is sent out once the order is confirmed and payment is authorized.

The email is triggered when the order status is changed to: Received by Global‑e.

Attachments

N/A

The Email Title

Order confirmed - {Merchant Name} by Global‑e - order number {GE Order ID}

The Email Content
Order_confirmed_email.jpg
Order Dispatched

This email is sent to the customer when the order is dispatched from the hub and picked up by the carrier.

This email is triggered once the order status is changed to “Dispatched to Customer”.

The status change can happen:

  1. Following a manual processing

  2. Shipper EOD Manifest

  3. Automatic status change based on tracking events

Attachments

The following attachments are added to the email:

  1. VAT invoice – for EU internal orders (both merchant and customer are from the EU) and for domestic orders.

  2. Customer Receipt – for cross-border orders or outside the EU.

  • Enabled by default but can be disabled.

  1. Commercial invoice – when enabled, for emails outside of the EU.

  • Disabled by default.

The Email Title

Your order has been shipped! - {Merchant Name} by Global-e - order number {GE Order ID}

The Email Content
order_dispatched-20210808-132905.png
Order Dispatched Partially

This email is sent in case of a split order, when only one or some of the total parcels have been sent to the customer and some are still waiting to be sent.

The email is triggered when: for Split orders, where the status of some of the parcels change to “Dispatched to Customer.”

  1. A parcel or some of the parcels have been processed manually.

  2. Sent in the Shipper EOD manifest.

Attachments

The following attachments are added to the email:

  1. VAT invoice – for EU internal orders (both Merchant and customer are from the EU) and for domestic orders.

  2. Customer Receipt – for cross-border orders or outside the EU.

  • Enabled by default but can be disabled

  1. Commercial invoice – when enabled, for emails outside the EU.

  • Disabled by default

The Email Title

One of your packages has been shipped.

The Email Content
order_dispatched_partly_updated.png
Last Parcel Notice

The ability to send a different email for the last parcel of split orders is supported and can be configured.

The email is triggered in case of a split order and one of the following occurs:

  1. The final parcel is shipped (when parcel quantity is known)

  2. The Entire remaining content is shipped with the parcel.

If the email is configured, the Dispatched Partially email is sent to the first parcels and the Last parcel email will be sent to the last parcel. Comment: Not clear

Dispatch Emails with Out-of-Stock Products

The ability to display Out of Stock (OOS) products in the dispatch emails (Dispatched and Dispatched Partially) is available.

If configured, the OOS products can be displayed below the order summary section.

The Behavior

  1. A product is identified as OOS during fulfilment.

  2. The OOS email is not sent to the customer.

  3. The order or parcel is fulfilled and shipped.

  4. The dispatched emails are triggered with the OOS element:

    1. In case the full order is shipped (single parcel or consolidated shipments) – the element is added to the Order Dispatched email.

    2. In case of a split order – the element is added to the Dispatched Partially email.

The Email Title

The same email title set for the original email is used. The title can be modified.

The Email Content
out_of_stock_email.png
No Manifest Parcel Dispatched

This email notifies customers that additional parcels were dispatched after a previous parcel was already sent.

The email is triggered when a merchant that works with “No Merchant EOD” changes the status of a second parcel (or more) to “Dispatch to Customer”.

This happens after the first parcel was already processed and changed to “Dispatch to Customer” and then the second parcel (or more) is also processed.

Attachments

The following attachments are added to the email:

  1. VAT invoice – for EU internal orders (both merchant and customer are from the EU) and for domestic orders.

  2. Customer Receipt – for cross-border orders or outside the EU.

  • Enabled by default but can be disabled.

  1. Commercial invoice – when enabled, for emails outside the EU.

  • Disabled by default.

The Email Title

Update about your order - {Merchant Name} by Global-e - order number {GE Order ID}

The Email Content
no_manifest_parcel_dispatch.png
Order Delivered to Store

This email notifies customers that their order has arrived at the store and is ready for collection.

This email is triggered when the order status has changed to “Delivered to Store”.

Attachments

The following attachments are added to the email:

  1. VAT invoice – for EU internal orders (both merchant and customer are inside the EU)

  2. Commercial invoice – when enabled, for emails outside the EU.

    Note: Disabled by default.

The Email Title

Your order is ready for collection.

The Email Content
Order_Delivered_to_Store-20210809-131926.jpg
Parcel Arrived in Destination Country

The email is sent to the customer when the parcel is identified as “arrived in the shipping country”.

This email is configurable per merchant.

The arrival at the destination is identified according to the following logic:

A Tracking event previously mapped as “arrived in destination country” for the shipper.

Attachments

N/A

The Email Title

Your order has arrived in the country.

The Email Content
Parcel_arrived_in_Destination_country.png
Order Cancelled by Customer

This email is sent after an order has been cancelled following a customer request.

The email is triggered when the order is cancelled on the Merchant Portal by the Global‑e personnel and the reason chosen is “Order cancelled – by customer request email.”

Attachments

N/A

The Email Title

Order Cancellation - {Merchant Name} by Global‑e - order number {GE Order ID}

The Email Content
order_canceled_by_customer.png
Order Cancelled – Unverified Information

This email notifies the customer about a cancelled order due to incorrect information provided by the customer.

The email is triggered when the order is cancelled on the Global‑e Merchant Portal by the Global‑e personnel and the cancellation reason chosen is “Order Cancelled – unverified information.”

Attachments

N/A

The Email Title

Order Cancellation - {Merchant Name} by Global‑e - order number {GE Order ID}

The Email Content
order_cancelled_unverified_information.png
Order Cancelled due to Technical Reasons

This email notifies the customer about a cancelled order due to a technical reason.

The email is triggered when the order is cancelled on the Global‑e Merchant Portal by the Global‑e personnel and the reason chosen is “Order Cancelled – Tech issue.”

Attachments

N/A

The Email Title

Order Cancellation - {Merchant Name} by Global‑e - order number {GE Order ID}

The Email Content
order_cancelled_technical_reasons.png
Order Cancelled – Discontinued

This email notifies the customer about a cancelled order due to a discontinued product.

The email is triggered when the order is cancelled on the Global‑e Merchant Portal by the Global‑e personnel and the reason chosen is “Order Cancelled – Discontinued.”

Attachments

N/A

The Email Title

Order Cancellation - {Merchant Name} by Global‑e - order number {GE Order ID}

The Email Content
order_cancelled_discontinued.png
Order Cancelled Due to Out-of-Stock

This email notifies the customer about a cancelled order due to the product being out of stock.

The email is triggered when the order is cancelled on the Global‑e Merchant Portal by the Global‑e personnel and the reason chosen is “out of stock email.”

Attachments

N/A

The Email Title

Order Cancellation - {Merchant Name} by Global‑e - order number {GE Order ID}

The Email Content
order_cancelled_out_of_stock.png
Order Cancelled – Incorrect Address

This email notifies customers about a cancelled order due to incorrect shipping information.

This email is triggered when the order is canceled from the Merchant Portal for the following reason: “Cancelled – Incorrect Address”.

Attachment

N/A

The Email Title

Order Cancellation - {Merchant Name} by Global‑e - order number {GE Order ID}

The Email Content
order_canceled_incorrect_address.png
Order Collection Reminder

This email reminds customers to pick up their store orders. If an order is uncollected after a set number of days, the reminder email is triggered.

The trigger options include:

  • Days After Delivery

    Example: The merchant sets the reminder to be sent 5 days after the order is delivered to the store.

  • Percent of Collection Period

    Example: The merchant schedules an email reminder to be sent halfway (50%, 4 days) through the collection period (eg. 8 days until marked as uncollected).

Attachments

The following attachments are added to the email:

  1. VAT invoice – for EU internal orders (both merchant and customer are inside the EU)

  2. Commercial invoice – when enabled, for emails outside the EU.

    Note: Disabled by default.

The Email Title

Your order {ORDERID} is waiting

The Email Content
order_collection.png
Lost by Merchant, Lost by Hub, and Lost by Shipper
Attachments

N/A

The Email Title

Your order lost - {Merchant Name} by Global-e - order number {GE Order ID}

The Email Content
lost_in_transit.png
Out-of-Stock Notification

This email notifies customers that at least one product in their order is out of stock (OOS).

This email is triggered when:

  1. Some products are marked as Out of Stock in the merchant’s manifest.

  2. Some products are amended to be OOS on the Merchant Portal.

Attachments

N/A

The Email Title

One of your packages has been shipped.

The Email Content
out_of_stock.png
RMA Created

This email notifies customers that an approved return was created.

This email is triggered when a return is created for the product in the return portal.

Attachments

The following attachments are added to the email:

  1. Return label

  2. Commercial invoice

The Email Title

Return Merchandise Authorisation number {RMA Number}

The Email Content
RMA_created.png
Refund Notification on Returned Products

This email notifies customers that a refund was created for specific products.

This email is triggered when a refund is created on the Global-e Merchant Portal or via CreateOrderRefundAPI for a product or as a full refund.

The Email Title

Refund Notification - {Merchant Name} - order number {GE Order ID}

Attachments

N/A

The Email Content
refund_notification.png
Refund Notification – No Products

These emails are sent to the customer regarding a refund that was approved by customer support personnel, without assigning it to a specific product.

The email is triggered when a refund is created for a service gesture or shipping cost without assigning it to a product.

Attachments

N/A

The Email Title

Refund Notification - {Merchant Name} - order number {GE Order ID}

The Email Content
refund_notification_no_products.png
Replacement Order Created

This email is sent once a replacement order is created on the Merchant Portal:

image6.png

The email is triggered when the replacement process is complete, and the replacement order is created.

Attachments

N/A

The Email Title

Replacement order created - {Merchant Name} by Global‑e - order number {Global‑e Replacement Order ID}

The Email Content
replacement_order_created.png
Replacement Order Delivered to Store

This email notifies the customer that their replacement order has arrived at the store and awaits pickup.

The email is triggered when the replacement order status has changed to “Delivered to Store”.

Attachments

The following attachments are added to the email:

  1. VAT invoice – for EU internal orders (both merchant and customer are inside the EU)

  2. Commercial invoice – when enabled, for emails outside the EU.

    Note: Disabled by default.

The Email Title

Your replacement order is ready for collection.

The Email Content
replacement_order_delivered_to_store.png
Replacement Order Shipped

This email is sent when the replacement order is dispatched to the customer.

This email is triggered when the replacement status is changed to “Dispatched to Customer”.

Attachments

The following attachments are added to the email:

  1. VAT invoice – for EU internal orders (both merchant and customer are inside the EU).

  2. Commercial invoice – when enabled, for emails outside the EU.

  • Disabled by default

The Email Title

Your replacement order has been shipped! - {Merchant Name} by Global-e - order number {Global-e Replacement Order ID}

The Email Content
replacement_order_shipped.png
Virtual Goods Order Confirmed

This email notifies customers about a confirmed order that includes Virtual Goods only.

This email is sent instead of the Confirmation email.

Attachments

N/A

The Email Title

Order confirmed - {Merchant Name} by Global‑e - order number {GE Order ID}

The Email Content
Virtual_goods_confirmed1.png
Customer Details Enquiry

This email notifies customers about a pending contact from the Carrier regarding their Order.

To clear customs in some countries, additional personal information may be required (such as your ID number or Tax ID).

To notify customers about the pending inquiry and make sure the Carrier’s request is not ignored, this email is sent together with the confirmation email.

Attachments

N/A

The Email Title

Additional information required for your order - {Merchant Name} by Global‑e - order number {GE Order ID}

The Email Content
customer_details_enquiry.png
Flash Sale Order Confirmed

The Flash Sale Order Confirmed email is sent when the order is confirmed during a Flash sale.

The emails are triggered when the order is confirmed and the setting for Flash sale is enabled.

Attachments

N/A

The Email Title

Chargeback request received for order number {orderId}

The Email Content
flash_sale_order_confirmed.png
Incorrect Address Query

This email notifies customers that the address provided is not identified and requests a correction.

The email is triggered manually by the Global‑e operations team.

There are 2 types of email templates:

  1. Customer email – If Global‑e provides first-line customer support, this email is sent directly to the customer, asking the customer to provide a correct address.

  2. Merchant email – if the merchant handles Customer support, the email is sent to the merchant’s customer care team, asking them to contact the customer and get the correct address.

Attachments

N/A

The Email Title

Chargeback request received for order number {orderId}

The Email Content – Customer Version
incorrect_address.png
The Email Content – Merchant Version
incorrect_address_merchant_version.png
Order Received - Bank Transfer

This email notifies customers that their order has been received and that the confirmation is pending payment completion via bank transfer as selected on the checkout page.

This email is triggered once an order is received, and the selected payment method is “bank transfer”.

Attachments

N/A

The Email Title

Chargeback request received for order number {orderId}

The Email Content
order_received_bank_transfer.png
Raffle Order Confirmed

The Raffle Order confirmed email is sent out once the raffle order is confirmed.

The email is triggered when:

  1. The order status is changed to: “Received by Global-e”

  2. The order includes a single product that holds a MetaData attribute, which is mapped to flag a “raffle product”.

This email is branded.

Attachments

N/A

The Email Title

Raffle participation confirmed - {{Merchant Name} by Global‑e - order number {GE Order Id}

The Email Content
raffle_order_confirmed.png
Chargeback Enquiry

This email notifies customers that Global-e was informed about a request for a chargeback, and we enquire about the reason.

This email is triggered manually by the Global-e Finance team.

This email is not branded.

Attachments

N/A

The Email Title

Chargeback request received for order number {orderId}

The Email Content – Customer Version
chargeback_enquiry.png
Incorrect Phone number

This email notifies customers that there is an issue with their phone number and asks them to provide the correct number to the Global-e Customer Support (CS) team.

This email is triggered manually by the Global-e CS team.

This email is not branded.

Attachments

N/A

The Email Title

Incorrect phone number provided for order number {GE Order ID}

The Email Content
incorrect_phone_number.png
Incorrect Phone number – Contact Carrier

This email notifies customers that there is an issue with their phone number and asks them to provide the correct number directly to the carrier.

This email is triggered manually by the Global=-e CS team.

This email is not branded.

Attachments

N/A

The Email Title

Incorrect phone number provided for order number {GE Order ID}

The Email Content
incorrect_phone_number_contact_carrier.png
Incorrect Address - Contact Carrier

This email notifies the customer that the provided shipping address is not clear. It asks the customer to provide a detailed and accurate shipping address.

Attachments

N/A

The Email Title

{Merchant Name} by Global-e - order number {GE Order ID} – ADDRESS ISSUE

The Email Content
incorrect_address_contact_carrier_2png.png
Personal ID Required

This email notifies customers that their personal ID is required to clear their order from customs.

This email is triggered manually by the Global-e CS team.

This email is not branded.

Attachments

N/A

The Email Title

Personal ID required for order number {GE Order ID}

The Email Content
personal_id_required.png
Personal ID Required - Contact Carrier

This email notifies customers that their personal ID is required to clear their order from customs and asks them to provide it directly to the carrier.

This email is triggered manually by the Global-e CS team.

This email is not branded.

Attachments

N/A

The Email Title

Personal ID required for order number {GE Order ID}

The Email Content
id_required_contact_carrier.png
KYC Number Required

This email notifies customers that their KYC number is required to clear their order from customs and asks them to provide it directly to the carrier. Comment: Is this a mistake?

This email is triggered manually by the Global-e CS team.

This email is not branded.

Attachments

N/A

The Email Title

KYC number is required for order number {GE Order ID}

The Email Content
kyc_number_required.png
KYC Number Required – Contact Carrier

This email notifies customers that their KYC number is required to clear their order from customs and asks them to provide it directly to the carrier.

This email is triggered manually by the Global-e CS team.

This email is not branded.

Attachments

N/A

The Email Title

KYC number is required for order number {GE Order ID}

The Email Content
incorrect_address_contact_carrier_2png.png
Failed Refund

This email notifies customers that a refund attempt has failed and that their bank details are required.

The email is triggered manually by the Global‑e CS team.

This email is not branded.

Attachments

N/A

The Email Title

Your requested refund has failed.

The Email Content
failed_refund.png
Delayed Fulfilment

This email notifies customers that their order is delayed due to fulfilment issues.

This email is triggered manually by CS team.

This email is branded.

Attachments

N/A

The Email Title

Your order has been delayed

The Email Content
delayed_fulfillment.png
Coupon Appeasement

This email informs customers that the CS team wishes to provide them with a new coupon as a way of appeasement.

This email is triggered manually by the Global-e CS team.

This email is branded.

Attachments

N/A

The Email Title

You got a free coupon!

The Email Content
coupon_appeasement_.png
Carrier Delay

This email notifies customers that their order is delayed due to issues with the carrier.

This email is triggered manually by CS team.

This email is not branded.

Attachments

N/A

The Email Title

You order has been delayed.

The Email Content
carrier_delay.png

Configurations

The following email customization is available:

  • Email Text

  • Sender Address

  • BCC For Customer Email

  • Customer Support Email / Help Center

  • Setting a link per country

  • Emails Language by Order Language

  • Send Emails in Cultures for Specific Countries Only

  • Display post-discount product prices

  • Convert Product’’ description to hyperlinks

  • Configure MetaData text to be displayed

Customised Emails

To improve brand recognition, merchants can customize their customer notification emails using the email tool. Our emails are divided into several sections, each of which can be modified separately.

The different sections are listed below:

  1. Pre-header

  2. Custom header

  3. Logo

  4. Fonts

    • Titles

    • Content

    • Order number and creation date

    • Delivery address and billing address

    • Shipment items title

    • Order lines

    • Shipment details

    • Totals and discounts

  5. Merchant custom footer

  6. Global‑e footer

image9.jpg

For more information, see Email Management.

Pre-Header

The pre-header displays a general notification that can change, depending on the email type.

For example:

image10.png

This section is enabled by default and can be disabled.

Custom Header

You can provide a custom header to be implemented at the top of the Global-e emails.

The same header can be used for all languages or a different header can be used for each language. Please note that the header content cannot be different per country.

If several languages are required, the header should be provided in all the desired languages.

  • The language is set according to the checkout language selected by the customer.

  • Provide the header in HTML format.

  • By default, this section is not used.

Regarding any icon/picture displayed on the email header, there two options:

  • Merchants are to provide URLs of all icons/pictures from the merchant's server.

  • Merchants are to provide files of all icons and pictures and Global-e will upload them to the Global-e server.

Merchants needs to make sure that the HTML provided is supported in all the email providers/apps.

.

Fonts

Global‑e can customize the fonts in the following sections:

  • Titles

  • Content

  • Order number and order creation date

  • Billing address and delivery address

  • Shipment items title

  • Order lines

  • Shipment details

  • Totals and discounts

We can modify:

  • The font type

  • The font colour

  • The font weight

Currently, only system fonts are supported for our emails.

These are the commonly supported fonts for most email clients:

  • Arial

  • Courier New

  • Georgia

  • Tahoma

  • Times New Roman

  • Trebuchet MS

  • Verdana

Titles

This section contains the titles displayed in our emails:

Dear Customer

You Ordered

Content

This section includes the body of the email:

Thanks for shopping at [MerchantName]. Your order will be processed by Global-e as a merchant of record for this transaction. We are happy to inform you that this order is now confirmed and we will begin processing your purchase for dispatch. Questions? Online Support.

Order Number and Order Creation Date

This section details the order ID and date created:

Order Number:

Order Placed:

OrderID

15.11.23

Billing Address & Delivery Address

This section details the billing and shipping address for the order:

Your billing address

CustomerName Street House # City, Zip  Country Phone #

Your shipping address

CustomerName Street House # City, Zip  Country Phone #

Shipment Items Title

This section includes the title of the shipment items:

Shipment Items

Order Lines

This section includes the product details:

Product SKU

Qty 1

Product price

Shipment Details

This section includes the shipping method and payment method chosen:

Shipping Method

Express Courier (Air)

Payment Details

Visa

Totals and Discounts

This section includes the total cost of the order:

Subtotal

$111.11

Duties & Taxes

$111.11

Shipping

$11.11

Multilingual Support

We offer the choice of sending the notifications email in all supported languages.

There are two language configurations available for our emails:

  1. Set a default language: Choose a specific language and send all emails in this language.

  2. Multi-lingual: The emails are sent in one of the many supported languages, according to the language selected by the customer on the checkout page.

Our emails are translated into all the languages we support for our checkout page and return portal.

When the customer changes the language of the checkout page and multi-lingual emails are enabled, the emails are sent in one of Global-e’s supported languages:

The supported languages are:

  1. Arabic

  2. Chinese (Simplified)

  3. Chinese (Traditional)

  4. Chinese (Taiwan)

  5. Croatian

  6. Czech

  7. Danish

  8. Dutch

  9. English UK

  10. English US

  11. Finnish

  12. French

  13. German

  14. Greek

  15. Hebrew

  16. Hindi

  17. Indonesian

  18. Italian

  19. Japanese

  20. Korean

  21. Malay

  22. Norwegian

  23. Polish

  24. Portuguese

  25. Russian

  26. Slovak

  27. Spanish

  28. Swedish

  29. Thai

  30. Turkish

  31. Urdu

  32. Vietnamese

In the following section, you can find all emails in all supported languages.