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Customer-Facing Email Frequently Asked Questions

Overview

This article answers some commonly asked questions about the email messages that FastSpring sends to customers.

Since FastSpring is the merchant and seller of record for all transactions we process, customers buy from FastSpring rather than from you. Therefore, FastSpring is responsible for providing email receipts directly to customers. As a result, you do not have to send email receipts or subscription-related messages to your customers; FastSpring takes care of that for you.

Frequently Asked Questions

Q) What customer-facing messages does FastSpring send?

A) The most common messages are customers' receipts, but please see Examples of Customer-Facing Email Messages for a detailed list, with examples, in table format.

Q) Can you send me an example of the messages FastSpring sends to customers?

A) Please see Examples of Customer-Facing Email Messages for PDF examples of each message type.

Q) Can I send my own email receipts to customers?

A) You can, but it is not necessary. In rare cases, some clients may need to provide additional information beyond what can be included in the Post Order Instructions field of a product or subscription. In such cases, if customizing the email templates does not meet your needs, you may find it useful to subscribe to the order.completed and subscription.charge.completed webhook events. You could then design a script to parse the event data and automatically generate email messages to the customers.

Q) Can I control which messages FastSpring sends, or choose not to send certain types of messages to my customers?

A) As the merchant and seller of record, FastSpring may be obligated to send certain types of messages to paying customers. You cannot control which messages FastSpring sends via the FastSpring App. However, if you have a special case with a need to suppress a specific type of message, please contact Support. We may be able to assist you.

Q) Can I customize the email messages that FastSpring sends to my customers?

A) Yes. See Customer Notifications for an overview, and Template Reference for detailed information about editing the email message templates.

Q) Can FastSpring provide me with details to update my SPF and DKIM settings, and then send customer-facing messages from my address?

A) No. Since FastSpring is the merchant and seller of record for all transactions, we do not use your email address as the sender on email messages.

Q) What email address does FastSpring use for the sender on customer-facing email messages?

A) FastSpring sends customer-facing email messages such as receipts and subscription notifications from mailer@fastspring.com.

Q) What email address does FastSpring use for the reply-to on customer-facing email messages?

A) You can specify the reply-to address on the Store Settings tab of the Settings menu.

Q) What name does FastSpring use for the sender's name on customer-facing email messages?

A) You can specify the From Name on the Store Settings tab of the Settings menu.

Q) Does FastSpring send payment reminders for wire and purchase order transactions?

A) No. FastSpring sends an initial message to the customer, indicating that payment is required and providing instructions on how to make payment. However, FastSpring does not send subsequent reminder messages after the initial payment required message.

Q) Does FastSpring send subscription reminder messages?

A) Yes. For subscriptions with free trial periods longer than three days, FastSpring automatically sends the customer a reminder message before the initial charge to the customer's payment account. For subscriptions with recurring charges, you can control whether or not (and when) FastSpring sends pre-billing reminder messages. For more information, see Subscription Pricing.

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