# Transactional emails Source: https://support.storeconnect.com/articles/transactional-emails · Last modified 21 August 2026 StoreConnect includes a transactional email system for customizing the emails the platform sends automatically. Transactional emails are routine emails sent to confirm when an action takes place. When a customer places an order through your store, StoreConnect sends emails at different stages of the order process, such as order payment success, order shipped, and order fulfilled. For broader email configuration, see [Set up StoreConnect emails](setting-up-storeconnect-emails). ## How it works Every transactional email is sent from your Salesforce org using [Classic Email Templates](https://help.salesforce.com/articleView?id=sf.admin_emailtemplates.htm&type=5), specifically [Visualforce Email Templates](https://help.salesforce.com/articleView?id=sf.email_templates_vf_parent.htm&type=5). StoreConnect uses Visualforce templates for their flexibility, but any Classic Email Template can be used instead. :::note Classic Email Templates are a Salesforce feature. Any template customizations should be done by a qualified Salesforce administrator or developer. ::: ## Which order fields drive the emails Transactional emails are triggered by the values of three fields on the standard Order object. For more detail, see [Order object reference](order-object-reference). ### Checkout Step (`Order.Checkout_Step__c`) On installation, StoreConnect adds a **Checkout Step** field (`Order.Checkout_Step__c`) to the standard Order object. It always holds one of these values: - `open`: the customer has added something to the cart. - `customer`: the customer is at the customer information step. - `shipping`: the customer is at the shipping step. - `payment`: the customer is at the payment step (shipping chosen). - `complete`: the customer has completed payment. - `failed`: the customer tried to pay but the payment failed. ### Abandoned (`Order.Abandoned__c`) The standard Order object also has an **Abandoned** checkbox (`Order.Abandoned__c`), `FALSE` by default. It indicates the cart was abandoned after 10 hours of inactivity. An order with a **Checkout Step** of `failed` and **Abandoned** set to `TRUE` means the payment failed and the customer did not retry within 10 hours. ### Status (`Order.Status`) StoreConnect also uses the standard **Status** field on the Order object. The default Salesforce setup has two statuses, `Draft` and `Activated`. Stores commonly use statuses such as: 1. Draft 2. Verified 3. Back Order 4. Picking 5. Picked 6. Shipped 7. Fulfilled 8. Canceled ### The `-syncing` suffix As an order progresses through its stages, a `-syncing` suffix may appear. For example, `complete-syncing` indicates the record has not yet fully synchronized from the StoreConnect ecommerce site. ## Default email templates and triggers StoreConnect includes 11 default transactional emails for the Order object: | Transactional email | Checkout Step | Abandoned? | Order Status | |---------------------|---------------|------------|--------------| | Order Abandoned Open | `open` | `TRUE` | Draft | | Order Abandoned Customer | `customer` | `TRUE` | Draft | | Order Abandoned Shipping | `shipping` | `TRUE` | Draft | | Order Abandoned Pre Payment | `payment` | `TRUE` | Draft | | Order Abandoned Failed | `failed` | `TRUE` | Draft | | Order Payment Success | `complete` | `FALSE` | Draft | | Order Picking | `complete` | `FALSE` | Picking | | Order Picked | `complete` | `FALSE` | Picked | | Order Backorder | `complete` | `FALSE` | Back Order | | Order Shipped | `complete` | `FALSE` | Shipped | | Order Fulfilled | `complete` | `FALSE` | Fulfilled | ### Change the email triggers Transactional emails are triggered by the changing state of the order. The triggers are defined in the **Transactional Emails** related list for each store. ### The email templates Each transactional email has a Classic Email Template you can edit to fit your branding. We recommend copying the template before editing, so you can revert to the original later. StoreConnect includes these templates: | Transactional email | Template name | |---------------------|---------------| | Order Abandoned Open | TEMPLATE_Order_Abandoned_Open | | Order Abandoned Customer | TEMPLATE_Order_Abandoned_Customer | | Order Abandoned Shipping | TEMPLATE_Order_Abandoned_Shipping | | Order Abandoned Pre Payment | TEMPLATE_Order_Abandoned_Prepayment | | Order Abandoned Failed | TEMPLATE_Order_Abandoned_Pay_Failed | | Order Payment Success | TEMPLATE_Order_Payment_Success | | Order Picking | TEMPLATE_Order_Picking | | Order Picked | TEMPLATE_Order_Picked | | Order Backorder | TEMPLATE_Order_Backorder | | Order Shipped | TEMPLATE_Order_Shipped | | Order Fulfilled | TEMPLATE_Order_Fulfilled | When an order changes status, StoreConnect searches the **Transactional Emails** related list for your store, sends the email matching the order's **Checkout Step**, **Abandoned**, and **Status** fields to the order's **Checkout Email** contact, and passes the Order and Contact records to the Classic Email Template. ## Stop transactional emails for a single order 1. Open the **Order** you want to change. 2. Uncheck the **Send Confirmation Emails** checkbox. 3. Click **Save**. This prevents future email notifications for that order. --- ## Follow StoreConnect - [Email Newsletter](https://getstoreconnect.com/c/lp-newsletter) - [LinkedIn Newsletter](https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7444956928444862464) - [YouTube](https://www.youtube.com/channel/UCngKdP2x8l1wcbAKW3tvU8g) - [LinkedIn](https://www.linkedin.com/company/storeconnect) - [X / Twitter](https://x.com/storeconnecthq) ## Popular Links - [Partners](https://getstoreconnect.com/partners) - [News](https://getstoreconnect.com/articles/news) - [Events](https://getstoreconnect.com/articles/events) - [Feature Comparison](https://getstoreconnect.com/how-we-compare) - [Download a free trial](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FMkeKUAT) - [Book a Demo](https://getstoreconnect.com/contact) ## Documentation - [Help documentation](https://support.storeconnect.com/help-documentation) - [AI agents](https://support.storeconnect.com/ai) - [Videos & tutorials](https://support.storeconnect.com/videos-tutorials) - [Developer reference](https://support.storeconnect.com/developer-reference) - [Release notes](https://support.storeconnect.com/release-notes) - [Troubleshooting](https://support.storeconnect.com/troubleshooting) - [Trust Center](https://trust.getstoreconnect.com/) - [Status Page](https://status.storeconnect.com/) ## Contact - info@getstoreconnect.com - US +1 415 745 3230 - AUS +61 2 8365 2308 100 S Ashley Dr, Suite 600-2461 Tampa FL 33602-600 USA Level 22, Sydney Place 180 George Street Sydney, NSW, 2000, AUS --- StoreConnect Support — https://support.storeconnect.com/articles/transactional-emails