Ordergroove sends transactional emails to subscribers throughout the lifecycle of a subscription — from sign-up confirmations and pre-order reminders to payment failures and reactivations. This article lists every email Ordergroove can send, when each one is sent, and which emails are the merchant's responsibility to send.
Configuration and delivery
- Emails are configured at the program level. They cannot be turned on, off, or customized on a SKU-by-SKU basis.
- All email templates can be modified to suit your preferred brand experience. See Email Templates to get started.
- If you are using an ESP, Ordergroove triggers the ESP to send each message rather than sending the email directly. Payloads and available data may be different depending on the ESP you are using and how you integrate with it.
- Email delivery metrics are not available within Ordergroove or our native reporting. Our Klaviyo and Attentive integrations expose delivery metrics through those platforms.
How to read this table
Triggered by indicates which system is responsible for sending the email. Most lifecycle emails are sent by Ordergroove. Two events — Order Placed and Order Shipped — are sent by the merchant's commerce platform, not by Ordergroove.
Implementation detail calls out technical details a merchant or developer should know: specific error codes that trigger a message, or if Ordergroove does not send an email at all.
Email triggers
| Event | Description | Triggered by | Implementation detail |
|---|---|---|---|
| Subscription Started | Sent immediately after a customer creates a subscription. | Ordergroove | If a customer starts multiple subscriptions at once, they receive one email covering all of them. |
| Order Reminder | Sent 4 days before the next scheduled order delivery. | Ordergroove |
If you have Price Lock enabled, it can override Order Reminder emails. Take a look at Pricing and Incentive FAQ for more information. Contact Ordergroove if you are unsure of your reminder timing. |
| Order Placed | Can be sent once Ordergroove ingests the order response from the merchant. | Merchant | Ordergroove doesn't send this email. Your platform notifies you when an order is placed — use that event to trigger whatever confirmation email you'd like to send. |
| Order Shipped | Sent once the order has shipped. | Merchant | Ordergroove doesn't send this email. Your platform notifies you when an order ships — use that event to trigger your shipping confirmation. |
| Credit Card Expiration Warning | Sent on the 1st and 15th of each month to customers whose default credit card has expired and whose next order falls in the following month. | Ordergroove | Only sent if Ordergroove receives card expiration data from your platform and automatic card updating is turned off. |
| Order Not Placed — Credit Card Expired | Sent the moment an order attempts to place against an expired default credit card. | Ordergroove | This email is sent after each failed payment attempt. |
| Order Not Placed — Credit Card Issue | Sent when payment fails for a card-related reason and asks the customer to update their card. | Ordergroove |
Triggered on error codes 100, 110, 120, 130, 140. More information on error response codes. This email is sent after each failed payment attempt. Take a look at Payment Retry Configuration. |
| Order Not Placed — Generic Issue | Sent when an order cannot be placed due to a shipping, billing, or payment issue not covered by a more specific code. | Ordergroove |
Triggered on error code 999. More information on error response codes. This email is only sent after the final retry attempt. |
| Order Retry — OOS | Sent on day 1, day 15, and day 30 while Ordergroove retries an order for an out-of-stock item. The day-30 message notifies the customer that the order has been cancelled. | Ordergroove | — |
| Subscription Cancelled — Customer Action | Sent immediately when the customer, or a merchant user via the Merchant Dashboard, cancels a subscription. | Ordergroove | — |
| Subscription Cancelled — Item Discontinued | Sent when a previously available product is marked discontinued in the product feed. All customers subscribed to that item are notified. | Ordergroove | Ordergroove’s SKU Swap can support customer retention. Take a look at SKU Swap for more information. |
| Subscription Discontinued — Item Swapped | Sent when all subscriptions for a product are automatically swapped to a new item non-silently from the product configuration tool. | Ordergroove | Take a look at SKU Swap for more information |
| Subscription Reactivated | Sent immediately when a customer reactivates a previously cancelled subscription. | Ordergroove | — |