Skip to main content
Replace the defaults on your terms, your document templates and your transactional emails before a real order goes out. All three carry your name, and all three start out wrong. Read each one out loud before you approve it. These are the parts of TWICE your customers actually see.

​
Write your terms and a cancellation policy

Create policy documents under Settings → Terms & Policies. Give each one a name and choose its content type. Policy names are free text, not a fixed list. Create as many as you need: a terms of service, a privacy policy, a cancellation policy. Keep each in draft while you write it, then preview the rendered policy and set it active to publish it.
Writing a cancellation policy here is not the same as TWICE enforcing one. Archiving an order never calculates a refund on its own (see Order Lifecycle). The policy you write here is what you tell customers; applying it to a specific order is still your own decision.
An active policy reaches customers in two places, and each is set up separately:
  • Checkout consents, on the Contact step of a checkout.
  • The storefront footer, in the Theme Editor.
Open the Contact step of a checkout under Settings → Checkouts, and add consent checkboxes from its Consents section.
There is no terms checkbox at checkout by default. The only consent that ships out of the box is Marketing consent, and it is optional. If customers need to accept your terms before they can pay, add a custom consent yourself and link it to a policy document.
A consent’s label is for you: it is what you see in the admin and never reaches the customer. What the customer reads is the prefix text, the link itself, and any suffix text after it. Mark a consent required to block checkout until the customer ticks it. Two footers carry policy links, configured separately and independently: On each, turn on Show policy links, set how many slots you want (1 to 10, three by default), then assign one of your active policy documents to each slot. Neither footer picks one up on its own: an active policy shows nowhere until you assign it a slot.

​
Template the documents an order produces

Open Settings → Documents. Two order-type templates are already there: Order confirmation and Receipt. Edit their content, or add your own (a rental agreement, an invoice) by picking a template type (order, listing, stock item, customer, or collection), writing the body as HTML, and previewing it against sample data before you publish it. An order-type template reaches a specific order in one of three ways: The first route is manual and per order. The second and third run automatically, once you set them up.

​
Edit your transactional emails

Open Settings → Emails. Eight system templates are built in: an admin and a storefront order confirmation, the checkout link, and five subscription lifecycle emails. Edit their subject and content; you cannot delete them. Two of the eight, the subscription payment reminder and the subscription ending notice, start in draft, so activate them if you want them sent. TWICE has no built-in receipt, cancellation, or pickup and return reminder email for regular orders. If you rely on one, add it yourself as a custom email.
Write the words now. Content is what gates your go-live, the same as payments and checkouts. There is no separate styling mode to defer to later, so a template you have not read is a template your customers will read unedited.
Every template resolves in the same order: a per-language override, then the template’s own content, then, for system templates only, the built-in default. Custom templates have no built-in default, so an untranslated language falls back to whatever you wrote in your source language.

​
Done when

  • Your terms and cancellation policy are yours rather than placeholders, and each is active.
  • At least one checkout asks for the consents you need, with the right ones marked required.
  • Your active policies appear in the storefront footer and, where you want them, the checkout footer.
  • A receipt and any other order document you rely on render correctly with your own details, and reach a real order.
  • Every transactional email a customer receives automatically has been read and rewritten in your own words.

Connect payments

The launch step this guide belongs to.

Terms & Policies

Policy documents in full: content types, status, and where they appear.

Documents

Every document template type, per-language content, and defaults.

Emails

The eight system templates, template variables, and email language resolution.

Checkout - Steps & sections

The Contact step’s consents, and both footers’ policy links.

Order Documents

How a document lands on a specific order.