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Email Templates

CommerceBuild uses email templates to communicate with customers and store administrators. Some templates are editable through the admin, while others are system templates that cannot be modified.

Receive alerts when invoice updates fail​

Where to find it: Admin → Settings → Store Settings → Notification Emails (failed_invoice_email field)

When you'd use this: When your store integrates with an ERP system (like Sage) and you need to know immediately if an invoice fails to sync after a customer payment, so you can manually reconcile the payment or investigate the integration issue before it affects your accounting.

What you need first:

  • An ERP integration configured for your store
  • A valid email address where operations or finance staff monitor alerts
  • The failed_invoice_email notification setting enabled in your store configuration

How it works:

When a customer payment is successfully captured but the invoice fails to post to your ERP system, CommerceBuild sends a diagnostic alert email to your configured failed_invoice_email address. The alert contains:

  • Invoice number and related order reference
  • The operation that failed (e.g., payment posting)
  • Failure reason and error code
  • Timestamp and trace ID for support investigations

The alert is sent once per failure. If your store has ERP retry enabled, the alert fires when all retry attempts are exhausted. If retry is disabled, the alert sends immediately on the first failure.

Troubleshooting:

  • Not receiving alerts — Verify that failed_invoice_email is populated in your store settings and that the address is not filtering messages from your store's system sender address (system_from_email). Check your spam folder.
  • Alert missing invoice details — The trace ID in the alert email can be provided to CommerceBuild support to retrieve full transaction logs.

Receive alerts when orders fail to create​

Where to find it: Admin → Settings → Store Settings → Notification Emails (system_admin_email or order notification address)

When you'd use this: When you need to know immediately if a customer's order fails during checkout due to a system error, so you can reach out to the customer and manually process their order before they abandon their purchase.

What you need first:

  • A valid email address configured as your store's admin or order notification address
  • The system_from_email sender address configured for your store

How it works:

When an order fails to be created due to a process error, database failure, or validation issue that aborts the order, CommerceBuild sends a diagnostic alert email to your store's admin notification address. The alert contains:

  • Customer email and attempted order details
  • Cart or order reference
  • Failure reason and error code
  • Timestamp and correlation ID for troubleshooting

This is an internal operations alert sent to store administrators, not to the customer. The email uses a plain diagnostic format without your store logo.

Troubleshooting:

  • Not receiving alerts — Confirm your store has a valid admin notification email address configured. If no address is set, alerts are skipped and logged as warnings.
  • Alerts not sending — Verify that your system_from_email is configured and that Mailgun integration is active for your sending domain.