The Settings > Transactional Emails page is where you manage the email senders and internal recipients as well as the content for all your Offset transactional emails. Transactional Emails contain essential information related to system actions. Some of these emails are triggered automatically by a customer action on your website and others are triggered manually when you initiate the send as an admin. Below is a guide to each email, how they are triggered, and examples of how the content will display in your customer's inboxes. Don't forget to select Save Changes after you update your settings or the email content.

In this section, you can add or edit all the email addresses associated with transactional emails. Some of the information is required whereas other info is optional. These email addresses will need to be set up with your email provider to receive replies and should match your domain. For example, if your website domain is offsetwine.com, the email must end in @offsetwine.com. Please do not use Gmail, Yahoo, Mac.com, etc. email addresses.

This is the public email address that appears on your website as an Email link or in some cases as the full email address. Customers can click this link to send you communications. This email is required.

Example: [email protected]

Example of the Company Email on the Offering Page

This is the sending email address where transactional notifications will come from. A valid email is required and should be the same as your Company Website domain. You can add a sender personalization to the email address by using the following format:
​Your Wine Company Name <[email protected]> or
​Jack and Diane <[email protected]>

This email is required.

Use this field to enter an alternate email if you want the email replies to be sent to a different address than your Admin Email. This email is optional.

Example: [email protected]

This is the email address for all Hospitality transactional emails such as the Hospitality Order Receipt. This email is optional.

Example: [email protected]

If you are using the Offset Appointments feature, you can add one or more emails so that the recipient's email addresses are CC’d on Appointment emails. For more than one email, separate them with commas and a space. This email is optional.

Example: [email protected] or [email protected]

This is the email address where any email bounces will be sent. Bounces occur when the email can not be delivered if it is sent to a full inbox, an invalid email address or the recipient is somehow blocking your emails. This email is required.

Example: [email protected]

In this section, you can enter the email Subjects and Messages for each Offset Transactional email. Some of these emails are automatically sent when certain actions occur and others are manual.

Each email will display the Subject Line, your Logo, and the Message along with your Company Information. Some emails have personalizations that populate from customer data like first names. Others have additional details depending on what action triggers the email. So a Club or Order email may have information related to those actions.

Here is an example of the Sign Up Confirmation transactional email:

Example of a Sign Up Confirmation (Web) email

Below is a list of all the transactional emails and when they are triggered along with examples.

This email is sent automatically when customers join using your web signup form (pictured below). You can also choose to send this email when you sign up a new customer manually as an Offset user and choose the Send Welcome Email option of Web Signup.

If you do not want to send a welcome email or are using external email software to send your welcome email, you can toggle the Disable Sign Up Confirmation Email. When you enable this setting, the system will suppress the welcome email for Web signups.

Image of the toggle to Disable Sign Up Confirmation Email

This email is sent when you sign up a new customer manually as an Offset user and choose the Send Welcome Email option of Winery Signup. This email has the same signup confirmation layout as the (Web) template, but you can adjust the subject or message for guests who signed up during a visit. For example, if they signed up in the tasting room you can adjust the message from "Thank you for joining our mailing list..." to "Thank you for visiting our tasting salon..."

Sign Up Confirmation (Internal)

This email is sent when you sign up a new customer manually as an Offset user and choose the Send Welcome Email option of Internal Signup. This email has the same signup confirmation layout as the (Web) template, but you can adjust the subject or message for customers who sign up internally. For example, if they signed up over the phone or by sending you a direct email, you can adjust the message from "Thank you for joining our mailing list..." to "Thank you for reaching out to us and joining our mailing list..."

This email is automatically sent when customers place an order on your website in an Allocation or Open Cart. You can also choose to send this email when placing an order manually as an Offset user and choose the Email Receipt option for Standard Email Receipt.

Example of a Standard Order Receipt email

This email is sent when placing an order manually as an Offset user and choosing the Email Receipt option for Hospitality Receipt. This email uses the same Standard Order Receipt template, but you can adjust the subject or message for guests who place an in-person order during a visit. For example, if they signed up in the tasting room you can adjust the message from "We greatly appreciate your support..." to "We hope that you enjoyed your visit to the tasting salon."

As the title suggests, this email is manually sent to a select group of orders with an update message. Unlike other transactional emails, this email can be updated for a specific targeted message rather than a recurring one. So if you need to send an update to particular customers to let them know their order is delayed due to weather holds, or you want to let them know about an upcoming pickup party where they can get their shipment, you can update the message here and then send the email.

To send the Order Update email:

Sending an Order Update email

All the selected customers will receive the email info along with information about their order.

Example of an Order Update Email

Once the emails are sent, all orders included in the update email will display an envelope icon in the order under the email column. If you hover over the icon, you can see the date and time the update email was sent.

Icon showing an update email was sent in the Email Column of the Orders page

The record of the email will also appear in the customer profile under Emails > Transactional Emails - Offset. You can also view the records in a .CSV export by exporting the customer data and viewing the info in the update_email_sent column.

This email is sent when an order has been Canceled by an Offset user. When canceling the order, there is a pop-up modal with a checkbox enabled by default that says Send cancellation email to the customer. If this box is checked, then when you select the Yes, cancel this order - there is no undo button the order is canceled and the email is sent to the customer.

Example of the Send cancellation email to customer checkbox.

The cancellation email references the order number, the last 4 digits of the card used for the order, and the total refund issued as pictured below.

Example of the Order Cancellation (Sent after any Order is cancelled)

This email is automatically sent when a wish is granted for an existing order on the Orders > Wish Requests page. When a customer places an order but also places a wish request, that wish is connected to the original order. So when the wish is granted, it will roll those wish grants into the original order, update the totals, and charge for the difference. The adjusted order totals and quantities are reflected in this receipt.

Example of the Wish Grant Order Receipt

This email is automatically sent when a customer places a Wish Only request on the Offering Checkout page. The format is similar to a Standard Email Receipt but displays the wish items as Your Wish Requests and the bottle quantity without any totals for charges.

This email is automatically sent when a Wish Only request is granted on the Orders > Wish Requests page.

Example of a Wish Only Grant Order Receipt

Order Recovery emails are part of the Abandoned Carts feature. There are three different email templates you can pre-populate to send different versions of the email messaging to suit your approach to recovering sales. For example, you can generate three different emails that are sent in sequence with content that increases the sense of urgency. Or if you have different allocation groups, each with its unique marketing, you can tailor each email to suit the voice of those separate tiers. If you don't need the additional emails, you can simply use Order Recover 1 and keep the others blank.

Order Recovery 1

This is the first in a series of emails that you can send manually from the Orders > Abandoned page.

Example of Order Recovery 1

Order Recovery 2

This is the second in a series of emails that you can send manually from the Orders > Abandoned page.

Example of Order Recovery 2

Order Recovery 3

This is the third in a series of emails that you can send manually from the Orders > Abandoned page.

This email is sent automatically when a customer signs up for a Club on your website. The content includes personalizations such as {Name}, which is populated by the first name of the member, and {Club Name}. which displays the club selected at sign-up.

This email is automatically sent when a member order is successfully processed in a Club Batch. The format is very similar to a Standard Order Receipt and you can customize the messaging so the content is exclusive to your members. You can also choose to send this email when placing an order manually as an Offset user and choose the Email Receipt option for Club Order Receipt.

Example of a Club Order Receipt (Sent after Club Order is processed)

This email is triggered manually on the Appointments page by selecting the Actions dropdown and choosing Send Confirmation Email. The Subject Line of the email displays the Date and Start Time for the appointment. The Message includes the Customer Name and the message text including the appointment details such as Date, Time, as well as Group Size.

Example of Appointment Confirmation 1

This email is triggered manually on the Appointments page by selecting the Actions dropdown and choosing Send Reminder Email. Just like the Appointment Confirmation 1 email, the Subject Line of the email displays the Date and Start Time for the appointment. The Message includes the Customer Name and the message text including the appointment details such as Date, Time, as well as Group Size.

This email is triggered manually on the Appointments page by selecting the Actions dropdown and choosing Send Decline Email. The message includes the customer name and text.

Example of Appointment Decline

This email is triggered manually on the Appointments page by selecting the Actions dropdown and choosing Send Cancellation Email. The message includes the customer name and text.

Example of Appointment Cancellation

This email is automatically sent when a customer enters their email and selects the Reset Password button on the modal or page.

Example of the Password Reset page

While the content of this email is not editable, the email automatically displays your Company Name in the Subject Line as well as the Message. Customers can click on the Password Reset Link to reset their password and regain access to their account.

Example of the Forgot Password email