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Emails

CommerceBuild sends automated transactional emails to customers and store administrators at key points in the shopping and order lifecycle. These emails are sent automatically when the triggering event occurs — no manual action is required.

Order confirmation emails​

When you'd use this: Every customer who successfully completes an order receives an order confirmation email automatically. This provides them with a receipt and record of their purchase.

What you need first:

  • The storefront V5 setting enabled for your store (contact your platform administrator)
  • A valid sender email address configured in your store settings (system from email)
  • Your store logo uploaded in the CMS theme settings (optional but recommended)

How it works:

When a customer's order is successfully placed, CommerceBuild automatically sends a branded confirmation email to the customer's email address. The email includes:

  • Order number and date
  • Line items ordered (with quantities and prices)
  • Subtotal, tax, shipping, and total amounts
  • Shipping address
  • Your store logo (if configured in the CMS theme settings)

The email is sent from your store's configured system sender address and includes your company name in the footer.

Troubleshooting:

  • Customer didn't receive the confirmation email — Check that the customer's email address was entered correctly during checkout. The email is sent to the address provided at order time. Also verify your store's system from email address is configured correctly in store settings.

  • Email shows store name instead of logo — Upload your logo in the CMS theme settings under logo configuration. The email automatically pulls the current published theme's logo setting.

  • Email is not being sent at all — Verify that the storefront V5 setting is enabled for your store. Stores using the legacy storefront do not send order confirmation emails through this system.

Admin alerts for failed orders​

When you'd use this: When an order fails to be created in the system, store administrators automatically receive an alert email so they can investigate and recover the order before losing the customer.

What you need first:

  • The storefront V5 setting enabled for your store (contact your platform administrator)
  • A valid admin or order notification email address configured in your store settings

How it works:

When an order fails to be created due to a processing error, validation failure, or persistence issue, CommerceBuild automatically sends a diagnostic alert email to your store's admin notification address. The email includes:

  • Store information
  • Customer email and details from the attempted order
  • Cart or order reference
  • Failure reason and error code
  • Timestamp
  • Trace identifier for technical investigation

This is an internal operations alert with a plain diagnostic layout. Unlike customer-facing emails, it does not include your store logo.

One alert email is sent per order failure. The email is sent from your store's configured system sender address.

Troubleshooting:

  • Alert emails are not being received — Verify that your store has an admin or order notification email address configured in store settings. If no admin address is configured, alerts are skipped and a warning is logged in the system.

  • Alert email is not being sent at all — Verify that the storefront V5 setting is enabled for your store. Stores using the legacy storefront do not send these admin alerts.