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How can I edit the text of the Pickup Instructions and Order Confirmation email?

The title of this post has been edited from the original: How to change store email body text

 

I found where to change the headers and footers, however the default details are incorrect for my business.

 

It says customers pickups will be ready in 1 hour.  This was their default email. 


You will receive an email once your order is ready for pickup. You can pick it up any time during business hours. Go to the register, give your name and order number, and the sales associate will locate your order.

 

I don't have business hours listed as its my home business, so i need to change this.

 

Thanks for your help! 

Message 1 of 130
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Square Community Moderator

Best Answer

Are you wanting to edit the default text shown above, @EGallo?

 

The default/test email is going to provide vague information related to each fulfillment option (pickup, shipping, etc). The actual email sent to your customers will be specific to the item ordered. Did you process a test order to see the actual email that is sent - as opposed to the preview?

 

If so, you can edit this content by heading to your website editor:

 

1. Select Settings from the left-hand sidebar menu, then Email Setup.

2. Once here, you'll scroll down a bit until you see the Email Previews section.

3. I believe the snippet above is from the Order Confirmation email - so go ahead and click the three dots to the right of that option.

 

 

4. Select Edit Email - this will take you to your email editor.

5. You have a sidebar on the left-hand side of the screen - pop that out and drag/drop the Text option directly above the default text. 

 

   

 

6. Now you'll click into the text area to edit. Once you've edited and saved, try testing an order - you should see the default text isn't included in the email sent.

 

 

 

You can also add images - and much more - using the sidebar menu. Let us know if questions about the editor come up! If this isn't what you were looking to do, please let me know, @tcooll77.

Valentina
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Message 2 of 130
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Square Community Moderator

Best Answer

Sorry for the confusion here, @ncff!

You won't be editing your pickup instructions on this page, but rather by heading to your Online DashboardSettings Pickup & Delivery > select location to view side menu > scroll down to Pickup settings > click the Edit button:


You'll be brought to this screen, where you can edit the pickup instructions:
 


These will appear in a couple of places. First, your customer will see them during the checkout flow, before placing their order:


After placing their order, the pickup instructions will also be included in the email that is sent to them letting them know their order is ready for pickup:

 

 

To further clarify for anyone who currently has Curbside Pickup enabled, your customers will see this messaging:
To pick up your order, call XXX-XXX-XXXX when you are outside the pickup location.


If you do not want this messaging to replace your pickup instructions, we recommend disabling Curbside Pickup, as the ability to edit this messaging is currently considered a feature request. I hope this helps, but please let me know if you still have questions! 

Valentina
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Message 33 of 130
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129 REPLIES 129
Square Community Moderator

Best Answer

Are you wanting to edit the default text shown above, @EGallo?

 

The default/test email is going to provide vague information related to each fulfillment option (pickup, shipping, etc). The actual email sent to your customers will be specific to the item ordered. Did you process a test order to see the actual email that is sent - as opposed to the preview?

 

If so, you can edit this content by heading to your website editor:

 

1. Select Settings from the left-hand sidebar menu, then Email Setup.

2. Once here, you'll scroll down a bit until you see the Email Previews section.

3. I believe the snippet above is from the Order Confirmation email - so go ahead and click the three dots to the right of that option.

 

 

4. Select Edit Email - this will take you to your email editor.

5. You have a sidebar on the left-hand side of the screen - pop that out and drag/drop the Text option directly above the default text. 

 

   

 

6. Now you'll click into the text area to edit. Once you've edited and saved, try testing an order - you should see the default text isn't included in the email sent.

 

 

 

You can also add images - and much more - using the sidebar menu. Let us know if questions about the editor come up! If this isn't what you were looking to do, please let me know, @tcooll77.

Valentina
Community Moderator, Square
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Message 2 of 130
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@Valentina Hello, I am looking to update the default message for download information on confirmation emails as well. I am able to follow up until step number 4. Step 5 mentions a sidebar but I don't see this. I only have the option to add header, add footer or send a test email. Has the edit option been removed? I am working on a Mac.

Message 3 of 130
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Square Community Moderator

Welcome back to the Seller Community, @gw123 - sorry to see you're back cause of a bit of trouble!

So you clicked Edit Email after clicking the three dots, and you were not taken to this page?
Where are you taken after clicking Edit Email? Are you able to respond with a screenshot of what you see there?
This screenshot is from a Mac as well:

Valentina
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Message 4 of 130
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Hi @Valentina , I've attached a screenshot but is the reason because I am using the free Square online shop?Screen Shot 2021-02-11 at 11.36.00 AM.png

Message 5 of 130
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Square Community Moderator

It looks like you haven't set up your Sender Profile yet @gw123. Once you add a profile using the section at the top of the Store Emails page (Settings > Email setup), you should see more editing options. Let me know if you run into any trouble there! 

 

Valentina
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Message 6 of 130
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@Valentina thank you so much it worked! I overlooked that section.

Message 7 of 130
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@Valentina Sorry to message again. I spoke too soon, I was able to get the edit box but am still unable to edit the "downloads information". I can edit the titles but not the body. I've attached another screenshot of the lines I can edit (where they say "click here to edit") but can't edit the body.Screen Shot 2021-02-11 at 9.09.46 PM.png

Message 8 of 130
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Square Community Moderator

These sections shown in your screenshot are filler text that cannot be edited @gw123.

The first one will have the customer info for the order. The second one will only go out for pickup orders - this can be edited but it is in a different area of your Online Dashboard (Online Dashboard Settings > Pickup & Delivery > Pickup instructions). The third section is what your customers would see if they placed a digital order. 
 

You will be able to edit where you see Click here to edit. You can add as much content to the email from the builder as you would like, but you will always see that placement text when you are editing. The test email - from the builder page in the screenshot - also includes the info.

 

We recommend placing a test order on your live site as your customer would so you can see what the actual email will look like without all the extra text in place. I hope this helps! 

 

Valentina
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Message 9 of 130
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@Valentina I had previously placed a test order which is why I was looking to change the text specifically for digital orders. So the default text for digital orders (different from the filler text) cannot be changed?

 

Thanks,

Genevieve

Message 10 of 130
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Square Community Moderator

Hi Genevieve. Unfortunately, it's not possible to change at this time. I'm very sorry for any confusion this may cause. 

Message 11 of 130
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@BernadetteA noted, thank you for confirming.

Message 12 of 130
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This reply was created from merging an existing thread: Re: How do I update the order confirmation email to change pick up instructions?

 

I'm having the same issue.  The text in the confirmation email doesn't match the text I have in the settings under Pick Up instructions.

Message 13 of 130
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I was able to reach their support people last week, and I finally understood. That test email that you can send to yourself will show your modified header stuff, but won’t show your pick up instructions. However whatever you put in the pick up section WILL be there in a real confirmation email.  I found it hard to trust that, but the support guy placed a fake order on my site so I could actually see it.   Hope that helps, but happy to answer more questions if I can. 

Message 14 of 130
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Thank you for your reply. My text in the confirmation email doesn’t match what I have in my pick up instructions. I’m not talking about the test email. It doesn’t match in the actual confirmation email that customers receive. 

Message 15 of 130
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So are you talking about what you see when you attempt to edit the confirmation email, or did you (or someone else) do a test purchase to see what comes up?

 

Message 16 of 130
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Same issue here. In my location settings (Settings --> Pickup & Delivery --> Edit location), I edited the Pickup Instructions field to read "Picking up in store? Your order will be on our Contact-Free pickup table near the entrance. Prefer curbside pickup? Just call when you've arrived and we'll run your order out to you!"

 

When the customer receives an order confirmation email (their ACTUAL email, not a test), the pickup instructions read "To pick up your order, call +1 703-933-8787 when you are outside the pickup location." Looks like some generic message that is being plugged in there.

 

So, my settings do not match ACTUAL order confirmation emails. Can someone help?

Message 17 of 130
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Strangely, we had one order come in at 10:28 this morning with the incorrect Pickup Instructions. Then, 20 minutes later, we had another order come in from a different customer for the same item at the same location and the pickup instructions are correct. Maybe something just got fixed?

Message 18 of 130
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That’s the exact wording my confirmation email to the customer says. But it doesn't match what I have in my settings, just like you. It does seem it’s a generic message like you said. I hope someone has a fix. 

Message 19 of 130
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Hi @Foxvalleypottee, @JulieK_OSG, and @Cheesetique - I moved your posts over to this thread where I provided in-depth instructions for editing order-related emails sent to your customers following a purchase.

 

I wanted to follow up with a second post to clarify how to edit the pickup instructions email sent out to customers who are placing an order for pickup. You'll start by heading to your Square Online Dashboard, then Settings > Pickup & Delivery > select a location to edit > scroll down to Pickup Settings, and click to edit:
 

 

If neither the steps in this thread nor the steps listed above allow you to edit the verbiage your customers are seeing, can you please respond here, quoting the exact verbiage you are seeing that you are unable to edit? Thanks for your help!

Valentina
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Message 20 of 130
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[Info in this post has been redacted for your privacy and security]

 

Thank you for your response.  However, as stated before, the text I have in my settings isn't the text that is given to a customer in the confirmation email.  

 

When I go to my Dashboard then Settings > Pickup & Delivery select a location to edit scroll down to Pickup Settings, and click to edit:

This is what I have in my settings:

 

"If you are pre-ordering for in-studio painting, we will match your order with your reservation and have your items ready for you at your table upon arrival. If ordering for Pottery-To-Go, you may pick up at curbside anytime. We will reach out to you for pick up time have your items in our pick up box outside the door at your requested time if it is outside our business hours."

 

 

This is what the Customer email says

 

Pickup Instructions

To pick up your order, call +1 224-xxx-xxxx when you are outside the pickup location.

 

 

Message 21 of 130
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