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Customer Notifications


This article provides details of the Customer Notifications feature. This feature lets you customize the email messages that FastSpring sends to your customers.

The Customer Notifications feature allows you to customize the HTML and plain-text email messages that FastSpring sends to your customers regarding orders and subscriptions.


To use the Customer Notifications feature for order-related email messages, your Store must be using the New Email System. Newly created Stores have this system enabled by default. However, if you need to enable it, please open the FastSpring App and go to Settings -> Store Settings -> General.


Customer-facing subscription notice messages (e.g., for a pre-billing reminder or a payment overdue notice) always use the new system regardless of whether or not you have enabled it. Enabling or disabling the new system only applies to new order-related email messages.


Working with Customer Notifications

Customer notifications can be modified and maintained via the Customer Emails tab of the Settings menu.

Because the Customer Notifications feature is very powerful and flexible, you may want to familiarize yourself with some key concepts to take full advantage of this feature. For detailed information about each of the following topics, please see our Template Reference article.

logical evaluation elementsLogical evaluation elements let you display certain sections of content within a notification conditionally. For example, suppose you want certain email content to appear only when the purchased product is a subscription. You could include {{#if subscription}} and {{/if}} in your notification template. Then, any content that you enter between those tags would only appear in the email message if the product purchased is a subscription. The Template Reference article includes examples of logical evaluation.
object referencesOrder-related notifications can include references to order objects anywhere in the notification template. Here are some examples of content that you can include in the template:
  • the list of products that the customer purchased
  • the customer's name and e-mail address
  • license keys that have been generated

Use curly brackets around each such object in your template.

For example, including {{order.reference}} in the body of your notification template renders the order reference (order number) in the email messages.

The key to taking advantage of object references is to know the correct object names. You can find some examples of the object names available to you in the Template Reference.

shared snippetsShared snippets are self-contained, commonly-used elements of notifications that can be used by more than one notification. For example, inserting the {{>header}} tag in the body of your notification template causes the entire contents of the {{>header}} snippet to appear in place of the {{>header}} tag. This feature allows you to create a message header with images, links, and company information that you can use in multiple notification templates without having to recreate it in each one. Later on, if you need to make changes to the header, you can modify the shared snippet. All notifications that use that snippet will automatically use the current version of it.

In addition to your notification's template, you can also use shared snippets inside other shared snippets. They are defined on the Shared Snippets page of the Customer Emails tab. The Template Reference article includes a list of snippets that are available by default.

translationsTranslations work similarly to shared snippets. You can enter a placeholder variable in your notification's template that is automatically replaced by another value defined elsewhere when FastSpring sends the email messages. In this case, there is a unique set of snippets defined on the Translations page of the Customer Emails tab. The email system evaluates the customer's language used for the order and renders the corresponding translation for each phrase. For example, suppose you include {{translate "Total"}} in the body of your notification and a customer processes an order with Spanish selected. The value for the Total= entry found on the Spanish page of the translations automatically appears in the email message, in place of {{translate "Total"}}.



For more information about modifying the templates used by the order-related notifications, please see the Template Reference.

  • The Default Order Receipt is used by default each time a customer places an order. Messages sent from this notification serve as the customer's email receipt. This notification cannot be deleted or disabled. However, you can modify it at will by clicking the Template command in the Default Order Receipt card of the Order page in the Customer Emails tab.
  • The Default Gift Purchaser Receipt is used each time a customer makes a gift purchase. Messages sent from this notification go to the order's purchaser. By default, they include receipt information with products, quantities, and amounts, but no fulfillment details.
  • The Default Gift Recipient Fulfillment is used each time a customer places a gift order. Messages sent from this notification go to the order's specified recipient, containing only fulfillment details (no price or amount details).
  • The Order Canceled notification is sent to the buyer when you or FastSpring manually cancel a pending order. For example, suppose purchase orders are enabled for your Store with the Require Approval configuration selected, and a customer places an order using the purchase order method. If you cancel the pending purchase order rather than approving it, FastSpring sends an Order Canceled message to the customer.
  • The Payment Required for the Order notification is sent to customers who place orders using a delayed payment method such as wire transfers. By default, these messages notify customers that their orders are pending completion until FastSpring has received payment in full. The messages include links to view the invoice and payment instructions.
  • The Order Pending Approval notification is sent to the customer when purchase orders are enabled for your Store with the Require Approval configuration selected, and a customer places an order using the purchase order method. By default, these messages notify buyers that their orders need to be reviewed (i.e., by you, the seller) before the transactions can be completed.


Notifications for Subscription Events

You can customize the email messages sent for subscription events (such as pre-billing reminder messages and payment overdue notices) by clicking the Subscription page on the left-hand side of the Customer Emails tab.

  • The Payment Overdue notification is optional. You can enable or disable these messages separately for each subscription product. If the messages are enabled, FastSpring sends them according to a custom schedule you have defined for the subscription product. The timing of the messages is relative to the initial declined rebill transaction. The messages remind the customer that the subscription is still overdue and will be canceled if the customer does not update the payment details.
  • FastSpring sends the Activated notification to each customer who purchases a subscription product. If an order includes more than one subscription product, a separate subscription instance is created for each, and FastSpring sends a separate subscription activated message to the customer for each subscription instance. The message notifies the customer that a subscription has been activated and provides a link to the Account Management site.
  • FastSpring sends the Canceled notification to a customer when the customer's subscription has been canceled and is awaiting deactivation. FastSpring does not send this message if you deactivate the customer's subscription immediately (since the Deactivated message is sent instead).
  • FastSpring sends the Charge Failed notification to a customer when a scheduled automatic subscription rebill transaction is declined. This is separate from the optional Payment Overdue notifications. This message is not optional; every customer whose automatic subscription rebill fails is sent this message. The message serves as the initial notification to the customer that the rebill was not successful.
  • The Deactivated message is sent to customers who subscriptions have ended due to deactivation. This can occur if you cancel a subscription and deactivate it immediately, or it can occur if the subscription was previously canceled with deactivation on the next billing date, and the next billing date has been reached. The message lets the customer know that the subscription has ended.
  • FastSpring sends the Trial Reminder message to customers whose subscriptions have a free trial period, when the trial period is about to end. The message notifies the customer that the free trial period will end soon and the customer's payment account will be billed for the first time. The message includes a link to the Account Management site in case the customer wants to cancel the subscription prior to the first billing.
  • The Updated message is sent to a customer when you modify the customer's subscription via the FastSpring App or using the FastSpring API.  For example, if you change the product, price, or next billing date on a subscription, this message notifies the customer that the subscription has been updated. The message includes a link to the Account Management site.
  • The optional Payment Reminder messages can be sent to customers prior to their scheduled subscription billing dates. You can control whether or not these messages are sent, as well as the timing of the messages. You can optionally configure the subscription product to include multiple Payment Reminder messages prior to a rebill, which can be helpful for subscriptions with longer charge intervals. The messages remind the customer that a scheduled rebill will occur soon. Payment Reminders can be helpful in preventing chargebacks due to customers forgetting about the subscription.
  • FastSpring sends the Charge Completed message to customers following a successful subscription rebill transaction. The message is similar to the Default Order Receipt, except FastSpring only sends this message for automatic subscription rebills (not for new orders).


To customize the subscription notifications, click the Template command for any given notification.

For more information about modifying the template used by subscription notifications, please see the Template Reference.

Testing subscription event notifications

To test subscription event email messages (and webhooks at the same time), first, place a test order for a subscription-based product. Then, on the Subscriptions tab of the Activity menu, locate the test subscription and click  to view its details. Finally, in the Charges section of the subscription details page, click the various simulation options such as Simulate Next Billing or Simulate Billing Failure.

The options that are available on that page are dynamic and are not the same for every test subscription. The available options can depend on two things:

  • which types of notifications are currently enabled for the subscription, and
  • which subscription events you have previously simulated for the test subscription

For example, you cannot simulate an overdue notice message if overdue notices are disabled for the subscription. However, you can click the  indicator next to the Overdue notification field under Notification and Cancellation to enable them for the subscription instance. This works even if overdue notifications were not enabled for the product at the time you created the test subscription instance. Also, before simulating an overdue notice, you must first have clicked Simulate Billing Failure, since FastSpring sends overdue notices when a subscription billing has failed.


Clicking the various Simulate options has the potential to affect the status and history of the test subscription instance accordingly. Therefore, the Simulate options are not available for live (non-test mode) subscriptions.


Account-Related Email Messages

You can customize the email messages sent with account-related information (such as the message sent to a customer who requests a login link for the Customer-Facing Account Management site) by clicking the Account option on the left-hand side of the Customer Emails tab.

To edit the contents of the Login URL message, click the Template command.

For more information about modifying the template used by account-related email messages, please see the Template Reference.