Transactional Program Emails

Ordergroove sends out emails to your customers through an integration with SendGrid when specific events and actions are triggered. These emails can be managed within your Ordergroove Admin, and include options for various dynamic personalization fields.

 


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Transactional Emails Overview

When certain events are triggered, for example if a credit card has expired, Ordergroove will automatically send out an email reminder to your customer. The default sender domain for these emails are the following name and address:

  • Sent From: Your Store Name
  • Email: YourStoreName@reorder.com via sendgrid.net
  • Your Store Name will automatically populate with the actual store name.

Below you will find a list of the transactional emails hosted by Ordergroove, the event that triggers them, as well as a description of each.

If you'd like to change which email templates are enabled by default, please submit a ticket to our support team. All email templates mentioned in this article are enabled by default, with the exception of the Single Subscription Started email and the Order Placed email. 


Email Types Powered By Ordergroove

Event Description Notes
AI Churn Powered by Ordergroove's patent Anticipate AI, you have the ability to set a default cadence within Ordergroove to contact customers before their upcoming order.  The intent of the email is to prevent subscription cancellation by contacting customers before their next upcoming order and checking if they are feeling overstocked.  The email template includes a hyperlink option, which you can leverage to redirect a customer to their Subscription Manager to manage their upcoming subscription.  The Anticipate AI sensitivity can be managed under Experiences > Settings > Anticipate AI
Single Subscription Started

See Notes If Interested In Using

Customers receive this email immediately after creating a subscription, after initial sign-up during checkout. This email welcomes the customer to the Auto-Delivery program and instructs how to manage subscriptions ongoing.

Ordergroove recommends not using this email event and instead only use the bulk subscription started email.
However, if interested in enabling this email event, please reach out to your Ordergroove representative to discuss how to properly set up.

Bulk Subscription Started Customers receive this email immediately after creating a subscription, after initial sign-up during checkout. This email welcomes the customer to the Auto-Delivery program and instructs how to manage subscriptions ongoing. If a single or multiple subscriptions are started simultaneously, this single email is generated that contains information about all of the subscriptions started.
Item Out Of Stock - Day 1 Sent to customers the first day Ordergroove attempts to place an order for an OOS item and fails.  
Item Out Of Stock - Day 15 Sent to customers on the 15th day Ordergroove attempts to place an order for an OOS item and fails.  
Item Out Of Stock - Day 30 Sent to customers the 30th and final day that OG attempted to place an order for an OOS item and fails. On the 30th day, the customer will be notified that the order has been canceled and when the next order in the series is scheduled to place.  
Discontinued Product Swapped With Replacement

The email sent to a customer if a product they were subscribed to was discontinued, and a new product was swapped in as a replacement.

 
Order Reminder Sent to customers four days before the next order is scheduled to be placed. The reminder was previously set for 10 days prior to the order and has not been changed for existing accounts. Contact Ordergroove if you are unsure of your reminder timing. 
Order Placed

Sent to customers when the order is placed.

Contact Ordergroove if interested in using.

CC Expiration Warning

Sent to customers with expired default credit cards on file on the 1st and 15th of every month if the next order takes place in the following month. The email instructions customers on how to update their CC within My Account.

Note: This email will only be sent if the CC expiration date is passed to Ordergroove, and CC recycling is not activated.

 
Order Not Placed - CC Expired Sent to customers with expired default credit cards the moment their order attempts to place.  
Order Not Placed - CC Issue

Sent to customers when an order fails to place due to credit card authorization failure. The email asks customers to update their credit card information and update their CC within My Account.

If the customer updates their CC and wants their order to resend, they must click Send Now on the following order, which is also outlined within this email.

This email will be triggered when we receive any of the following error codes:100, 110, 120, 130, 140.

More information on error response codes.

Order Not Placed - Generic Issue Sent to customers when an order cannot be placed because of an unspecified issue. The email advises the customer to review their shipping address, billing address, and payment information to ensure that it is valid. The email also says that if the customer finds no issue, then they should contact customer service. This email will be triggered when we receive the following error code: 999
Subscription Canceled By Customer Sent to a customer immediately if the customer or a CSA cancels a subscription.   
Subscription Canceled - Item Discontinued

Note: When you discontinue an item within Ordergroove/Product Feed, all customers with a subscription for the discontinued item will receive this email.

 
Subscription Reactivated  An email sent to a customer if they reactivate a subscription.  
  • Emails are set up program-wide and cannot be configured on a SKU-level basis.
  • Email delivery metrics are not available within Ordergroove or our native reporting.
    If desired, program-wide (not email type) metrics can be provided by submitting a support ticket.


Further Reading