Customer Email Notifications

Overview

Customer Email Notifications keep your customers informed about their loyalty program activity. Customize email templates, manage which notifications to send, and ensure compliance with email marketing consent requirements.

All customer emails can be customized with your branding and messaging, and customers can unsubscribe from notifications at any time.

Accessing Email Notifications

1. Open Keystone Loyalty Rewards app
2. Navigate to Email Notifications

Email Consent Compliance

All customer email notifications respect email marketing consent:

Consent Requirements:

• Emails only sent to customers who have consented to email marketing
• Customers without consent will not receive loyalty emails
• Compliance with email marketing regulations (GDPR, CAN-SPAM)

Unsubscribe Options:

• All emails include unsubscribe link
• Customers can opt out anytime
• Unsubscribe link automatically added to email footer

Marketing Consent

Customer email marketing consent is managed through Shopify. Customers who haven't consented to marketing emails will not receive loyalty program notifications.

Email Settings

From Name and Email

Configure the sender information for all customer emails.

Configuration:

1. Navigate to Email notifications
2. Set From Name (e.g., "Your Store Loyalty Program")
3. Set From Email (e.g., "loyalty@yourstore.com")
4. Set Reply-To Name (e.g., "Customer Support")
5. Set Reply-To Email (e.g., "support@yourstore.com")
6. Save changes
7. Check the email inbox for verification email from Postmark
8. Click verification link in email to confirm sender signature
9. Verification must be completed before emails can be sent

Email Verification Required

When you change the From Email address, Postmark (our email sending service) will send a confirmation email to verify the sender signature. You must click the verification link in that email before any customer emails can be sent from the new address.

Best Practices:

• Use recognizable sender name
• Use professional email address
• Match your brand identity
• Use dedicated reply-to email for customer responses
• Ensure reply-to email is monitored regularly
• Have access to the email inbox for verification

Available Email Notifications

New Signup (No Points)

Sent when a customer creates an account but signup earning rule is disabled or customer doesn't earn points.

When Sent:

• Customer creates account
• Signup earning rule is disabled OR
• Customer doesn't qualify for signup points

Purpose:

• Welcome new customers
• Introduce loyalty program
• Explain how to earn points

New Signup (Signup Points)

Sent when a customer creates an account and earns signup points.

When Sent:

• Customer creates account
• Signup earning rule is enabled
• Customer earns signup points

Purpose:

• Welcome new customers
• Confirm points earned
• Encourage first purchase

Points Earned

Sent when a customer earns points from an order.

When Sent:

• Customer completes purchase
• Order is paid or fulfilled (depending on settings)
• Points are awarded

Purpose:

• Confirm points earned
• Show new balance
• Encourage repeat purchase

Birthday Points Earned

Sent when a customer earns birthday points.

When Sent:

• Customer's birthday
• Birthday earning rule is enabled
• Points are awarded

Purpose:

• Celebrate customer's birthday
• Confirm birthday points
• Drive birthday purchase

Shop Anniversary Points Earned

Sent when a customer earns shop anniversary points.

When Sent:

• Customer's account creation anniversary
• Shop anniversary earning rule is enabled
• Points are awarded

Purpose:

• Celebrate customer loyalty
• Confirm anniversary points
• Encourage continued engagement

Retroactive Points

Sent when a customer receives retroactive points.

When Sent:

• Merchant runs retroactive points feature
• Email notification is enabled for retroactive points
• Points are awarded

Purpose:

• Notify about retroactive points award
• Explain why points were added
• Show new balance

Points Expired

Sent when customer points have expired.

When Sent:

• Points reach expiration date
• Points expiry feature is enabled
• Points are removed from customer balance

Purpose:

• Notify customer about expired points
• Explain points expiry policy
• Encourage continued engagement

Points Expiring Soon (Reminder)

Sent to remind customers that their points are about to expire.

When Sent:

• Set number of days before points expire
• Points expiry feature is enabled
• Customer has points that will expire soon

Purpose:

• Warn customers about upcoming expiration
• Encourage point usage before expiration
• Drive purchases or reward claims

Reward Claimed (Discount)

Sent when a customer claims a discount reward (order discount, product discount, free shipping, gift card, or dynamic discount).

When Sent:

• Customer claims reward
• Discount code is generated
• Points are deducted

Purpose:

• Confirm reward claim
• Provide discount code
• Explain how to use reward

Reward Claimed - Custom

Sent when a customer claims a custom reward.

When Sent:

• Customer claims custom reward
• Points are deducted
• Claim is submitted

Purpose:

• Confirm custom reward claim
• Set fulfillment expectations
• Provide claim reference

New Referral

Sent to advocate when sharing their referral link via email.

When Sent:

• Advocate shares referral link via email
• Email sharing option is enabled
• Email notification is enabled

Purpose:

• Deliver referral link to friend
• Explain referral offer
• Encourage friend to shop

Referral - Points Earned

Sent to advocate when they earn points from a successful referral.

When Sent:

• Friend makes purchase using referral
• Referral points are awarded to advocate
• After delay period (if configured)

Purpose:

• Confirm referral success
• Notify about points earned
• Encourage more sharing

Customizing Email Templates

Editing Templates

Access Template Editor:

1. Navigate to Email Notifications
2. Click on notification type to edit
3. Template editor opens

Editor Options:

Simple Editor:

• Visual editor with formatting tools
• Bold, italic, underline
• Links and images
• Lists and alignment
• Color and font selection

HTML Editor:

• Full HTML access
• Custom styling
• Advanced layouts
• Complete control

Switch Between Editors:

• Toggle between Simple and HTML views
• Changes sync between views
• Preview updates in real-time

Using Placeholders

Insert dynamic data into your emails:

How to Use:

1. Place cursor where you want dynamic data
2. Type placeholder exactly as shown
3. Placeholder will be replaced with actual data when email is sent

Placeholder Format

Placeholders must be typed exactly as shown. Incorrect format will not be replaced with actual data.

Preview Template

Preview how your email will look to customers:

Preview Options:

1. Click Preview button
2. See rendered email with sample data
3. Check formatting and layout
4. Verify placeholders work correctly

Preview Shows:

• Email with sample placeholder data
• Actual formatting and styling
• Image placement
• Link functionality

Reset to Default

Restore the original default template:

Process:

1. Click Reset to Default button
2. Confirmation prompt appears
3. Click Confirm
4. Template reverts to default content

Use Cases:

• Starting over after extensive edits
• Restoring accidentally broken template
• Returning to tested default design

Reset Warning

Resetting to default will permanently delete your custom template. This action cannot be undone. Consider saving a copy of your custom template before resetting.

Enable/Disable Notifications

Control which emails are sent to customers:

Configuration:

1. Navigate to Email Notifications
2. Toggle ON/OFF for each notification type
3. Changes take effect immediately

When Disabled:

• No emails sent for that notification type
• Points still awarded/claimed (emails just not sent)
• Can re-enable anytime

Strategy:

• Enable essential notifications (signup, reward claims)
• Disable frequent notifications if customers complain
• Test with yourself first before enabling all

Send Test Email

Test email templates before sending to customers:

Process:

1. Edit email template
2. Click Send Test Email button
3. Email sent to store owner email
4. Check inbox for test email

Test Email Contains:

• Your template with formatting
• Sample placeholder data (not real customer data)
• Subject line
• From name and email

What to Check:

• Formatting displays correctly
• Links work properly
• Images load
• Placeholders are replaced
• Mobile responsive design

Best Practice: Send test email after every template change to verify appearance before customers receive it.

Email Notification Settings

Global Settings

From Information:

• From Name: Sender name customers see
• From Email: Email address customers see as sender

Reply-To Information:

• Reply-To Name: Name shown when customers reply
• Reply-To Email: Email address that receives customer replies

Recommendations:

• Use your store name or loyalty program name for From Name
• Use professional email domain for From Email
• Use support team name for Reply-To Name (e.g., "Customer Support")
• Use monitored support email for Reply-To Email
• Ensure Reply-To email is checked regularly for customer responses

Example:

From Name: Your Store Rewards
From Email: rewards@yourstore.com
Reply-To Name: Customer Support
Reply-To Email: support@yourstore.com

Individual Notification Settings

Each notification type has:

• Enable/Disable toggle: Turn notification on/off
• Custom template: Edit email content
• Preview: See how email looks
• Send test: Test email delivery
• Reset: Restore default template

Best Practices

Template Design

Keep It Simple:

• Clear, concise messaging
• Focus on key information
• Use short paragraphs
• Include clear call-to-action

Brand Consistency:

• Use brand colors
• Include logo
• Match store's tone and voice
• Maintain visual consistency

Mobile-Friendly:

• Test on mobile devices
• Use readable font sizes
• Ensure buttons are tappable
• Keep width responsive

Related Pages

• Earning Rules - Configure when points are earned
• Rewards - Set up rewards customers can claim
• Referrals - Configure referral program
• Customer Data - Manage customer information

Summary

Customer Email Notifications keep your customers informed about their loyalty program activity. All emails respect email marketing consent and include unsubscribe links. Customize each email template using a simple visual editor or HTML editor, with dynamic placeholders for personalization. Enable or disable individual notification types based on your strategy. Test emails before sending to customers, and reset templates to defaults if needed. Configure sender information to match your brand, and follow best practices for clear, mobile-friendly email design.