> ## Documentation Index
> Fetch the complete documentation index at: https://www.twicecommerce.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Settings - Emails

> Manage the transactional emails TWICE sends to customers and your team, with per-language template support.

export const userRoleDefinition = "What a user can see and do. Each user has one built-in system role — Owner, Admin, Manager, or Member — and can also be assigned any number of custom roles you create with specific permissions. Effective access is the combination of all their roles.";

<Frame caption="Settings > Emails">
  <img src="https://mintcdn.com/twicecommerce/lZhc_tO8u1u_bL0Q/images/settings-emails.webp?fit=max&auto=format&n=lZhc_tO8u1u_bL0Q&q=85&s=f188b5622471c5733f4fcaea9c4c639a" alt="Emails settings page" width="1920" height="1080" data-path="images/settings-emails.webp" />
</Frame>

<Info>
  This view can look different dependent on your user role. <br />See [Visibility & Permissions](#visibility-and-permissions) for details.
</Info>

## Primary Purpose

Manage the transactional emails TWICE sends — order confirmations plus your own custom emails.

<AccordionGroup>
  <Accordion title="System templates">
    Eight system email templates are built in. You can edit their subject and content but not delete them.

    | Template                       | Audience | Default status |
    | :----------------------------- | :------- | :------------- |
    | Admin order confirmation       | Team     | Active         |
    | Storefront order confirmation  | Customer | Active         |
    | Checkout link                  | Customer | Active         |
    | Subscription payment upcoming  | Customer | Draft          |
    | Subscription payment confirmed | Customer | Active         |
    | Subscription payment failed    | Customer | Active         |
    | Subscription cancelled         | Customer | Active         |
    | Subscription ending soon       | Customer | Draft          |

    Templates in **Draft** status are not sent until you activate them.
  </Accordion>

  <Accordion title="Custom templates">
    Create additional emails to customers or your team, with a subject and HTML content.
  </Accordion>

  <Accordion title="Per-language templates">
    Each email template — system or custom — can have per-language content. Select a language in the template editor to write a translated version of the subject and body.

    When you edit in a language other than the source language, the override is stored as a translation. The template resolves content in this order:

    1. **Per-language override** — the translated subject and body for the recipient's language, if one exists.
    2. **Template content** — the subject and body saved on the template itself (your source language version).
    3. **Code default** — for system templates only, the built-in default in the requested language.

    Custom templates have no code default — if no per-language override exists, the source-language content is used.

    You can revert a system template to its code default at any time from the editor.
  </Accordion>

  <Accordion title="Attachments">
    Attach document templates, policy documents, or uploaded files to an email.
  </Accordion>

  <Accordion title="Test & status">
    Send a test email to yourself, and keep a template draft or active.
  </Accordion>
</AccordionGroup>

<Note>
  Emails are sent from your organisation's contact email (set in [Account details](/docs/settings/account)). There is no separate sender or SPF/DKIM configuration here.
</Note>

## Email Language

Order notification emails render in the customer's language. The system determines the language as follows:

1. The storefront captures the customer's **browsing language** during checkout.
2. At order creation, the customer record stores this language.
3. When sending the email, the system validates the customer's language against your [enabled languages](/docs/settings/translations). If the language is enabled, the email renders in that language. Otherwise, it falls back to your **default language**.

Both the template content and system-generated copy (dates, labels, line items) render in the same language — emails are never a mix of two languages.

## Related Concepts

<CardGroup cols={2}>
  <Card title="Documents" href="/docs/settings/documents">
    Document templates with the same per-language support
  </Card>

  <Card title="Multi-Language Content" href="/docs/concepts/admin/translations">
    How translations work across your catalog, locations, and templates
  </Card>

  <Card title="Translations Settings" href="/docs/settings/translations">
    Enable languages and manage translations for customer-facing content
  </Card>
</CardGroup>

## Template Variables

Email templates use Handlebars syntax for dynamic content. Wrap a variable name in double curly braces — `{{variable}}` — to insert order data into the subject or body.

### Helpers

Helpers format raw values before they appear in the email.

| Helper           | Example                                   | Output                                                 |
| ---------------- | ----------------------------------------- | ------------------------------------------------------ |
| `formatDate`     | `{{formatDate createdAt}}`                | Date in the location's format (e.g. `15.03.2026`)      |
| `formatDateTime` | `{{formatDateTime earliestStartDate}}`    | Date and time (e.g. `15.03.2026, 14:00`)               |
| `formatDateOnly` | `{{formatDateOnly subscription.endDate}}` | Calendar date without timezone conversion              |
| `formatPrice`    | `{{formatPrice pricing.total}}`           | Formatted price from minor units (e.g. `€25.00`)       |
| `formatCycle`    | `{{formatCycle unit amount}}`             | Billing cadence (e.g. `month`, `3 months`)             |
| `formatDuration` | `{{formatDuration unit amount}}`          | Duration with count (e.g. `1 week`, `6 months`)        |
| `eq`             | `{{#if (eq status "completed")}}`         | Equality check for conditionals                        |
| `localeField`    | `{{localeField name}}`                    | Extracts the default value from a multi-language field |

Standard Handlebars block helpers are available: `{{#each}}`, `{{#if}}`, `{{#unless}}`, `{{#with}}`.

### Order variables

Order email templates receive the full Order object. Commonly used fields:

| Variable                | Description                |
| ----------------------- | -------------------------- |
| `number`                | Order number               |
| `createdAt`             | Order creation timestamp   |
| `status`                | Current order status       |
| `mainContact.firstName` | Customer's first name      |
| `mainContact.lastName`  | Customer's last name       |
| `mainContact.email`     | Customer's email address   |
| `pickupLocation.name`   | Pickup location name       |
| `returnLocation.name`   | Return location name       |
| `earliestStartDate`     | Earliest line item start   |
| `latestEndDate`         | Latest line item end       |
| `pricing.total`         | Total price in minor units |
| `pricing.subtotal`      | Subtotal in minor units    |
| `pricing.currency`      | Currency code              |
| `note`                  | Order note                 |

Access line items with `{{#each lineItems}}`. Each item exposes `name`, `startDate`, `endDate`, `purchaseType`, `pricing`, and `variants`.

### Timezone handling

Date and time helpers (`formatDate`, `formatDateTime`) render values in the **pickup location's timezone**. If the location has no timezone set, the system falls back to your account's default timezone.

This means customers see dates matching the location they are picking up from — not UTC.

### Subject example

Use template variables in the subject line to create dynamic subjects:

```
Order {{number}} confirmed — pickup {{formatDate earliestStartDate}}
```

<Note>
  If a template variable or helper contains a syntax error, the email still sends with the raw text. No email is lost due to a template mistake.
</Note>

## Visibility and Permissions

Access to this view is controlled by your <Tooltip tip={userRoleDefinition}>user role</Tooltip>.

<Tabs>
  <Tab title="Visibility" icon="eye">
    | Feature       | Admin | Manager | Member |
    | ------------- | :---: | :-----: | :----: |
    | View settings |   ✓   |    ✓    |    ✗   |
    | Edit settings |   ✓   |    ✗    |    ✗   |
  </Tab>
</Tabs>