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Email templates & tests

Open Settings → Email for the selected store. In Templates, choose the message you want to customize. Use Expand if you need more room to browse the list.

Templates control content. Their presence, category, Default or Custom badge does not show whether a customer notification is enabled. Editing, previewing or testing a template does not turn on an automation or send a newsletter campaign.

Who can do this

Owners and Admins can open Email settings and manage templates. Staff need the Settings permission group to view this Admin page, edit, preview or send tests. See Team & permissions.

Confirm the selected store and Sandbox / Live mode where available before starting. Template customizations are saved separately in each mode; editing or testing in Sandbox does not change Live email copy. If the store or mode changes while the page is open, reload Email settings before saving or testing.

Edit a template

  1. Choose the template from Templates, then select Edit.
  2. Change Subject, Heading and Body as needed. The body is text; blank lines separate paragraphs.
  3. Where offered, change CTA label, the button's wording. Its destination is supplied by the system; this field does not change the link.
  4. Review From name and Reply-to. From name is the sender's display name, not a new sending address or domain.
  5. Select a copy field, then choose a Merge variables button. It adds the value to the end of the field you last selected, rather than at the cursor. Keep the variable intact.

Use the variables offered for the selected template. Some are not permitted in Subject, and sender fields do not accept merge variables. Follow the displayed validation message if a value is rejected.

System action links and compliance/footer details are not editable copy slots. Changing a label or typing a URL into the body does not replace the system's customer action link. Review Store settings for the store's profile and support-contact details.

Preview before saving

Select Preview to see the current draft with Sample values. Check the subject, sender, reply-to, heading, paragraphs and any button label. Edit returns to the fields.

The preview refreshes as the draft changes. Wait for Refreshing... to finish and resolve any displayed preview error before relying on it. Sample names, amounts and links are not a real customer's message or proof that an actual transaction email will be delivered.

Previewing does not save your draft.

Send a deliberate test

  1. Choose Send test from the editor. Opening Send test email does not send anything.
  2. Select Send to myself to use the email address on your signed-in Admin account.
  3. Review the template and recipient choice, then select Send test in the dialog once.
  4. Check the result and your mailbox, including spam or junk folders.

The test uses the current unsaved draft and sample values. You do not need to save it first. A successful result means the sending request was accepted; it does not prove inbox delivery, working customer action links, or enabled automations. Testing does not save the changes.

Send to a test address accepts only permitted test recipients. If the address is rejected, use Send to myself. Add or verify a new address is not currently available.

If the result is uncertain, check your mailbox and the available email history before deciding to send another test. Do not repeatedly submit to work around an unavailable or blocked result.

Save or restore the copy

Choose Save to apply the selected template's changes. Check the success message and saved values. Custom means a saved customization exists, not that an automation was enabled.

Return approved is an exception in Templates: it uses fixed approval copy for preview and delivery. Copy edits can save and show Custom without changing that message; saved sender settings still apply. The separate Saved return approval email section below has its own availability and version workflow.

To restore standard copy, choose Reset, review the draft, then choose Save. Reset restores Subject, Heading, Body and CTA label, and returns From name and Reply-to to their saved values. It discards unsaved sender edits without clearing a saved sender customization. Reset by itself does not change the saved template.

Clearing a sender field removes that template-specific value and uses the store's fallback. Review the preview before saving. A retained sender customization can leave the template marked Custom after a copy reset.

Saved return approval email

The separate Saved return approval email section works with saved versions, rather than the unsaved draft in Templates.

  1. Choose Load saved versions. Use Load older versions where offered.
  2. Select a Saved version to load its sample preview. For a single version, Preview this version is also offered.
  3. Review the displayed version and sample before choosing Send this version to me, if available. This sends to your verified Admin account email.

If the loaded list is empty and Create standard approval template is offered, it creates a saved version to preview. Creating, previewing or testing a version does not select it for customer delivery. Each test is a new send; check an uncertain result before sending again.

When a test or preview is unavailable

  • Couldn't load email templates: refresh the page; do not treat the failed load as an empty template library.
  • A permission or changed-store message: confirm the store, reload, and ask an Owner or Admin to check your access.
  • An invalid or disallowed recipient: use Send to myself. Do not substitute customer addresses to bypass the restriction.
  • Delivery disabled, not configured, or temporarily unavailable: follow the displayed message or contact support. A successful preview does not prove sending is ready.

Email delivery history, where available, can help distinguish submission, provider acceptance and later failures. Empty history does not prove no email was sent; acceptance or sending does not confirm arrival in the inbox.

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