Email a customer

What is a manual email?

A manual email lets you contact a customer about a specific payment, event booking, or form submission. It appears in the Emails tab as a separate email type alongside confirmation and notification emails.

How to email a customer

1. Open the payment, event booking, or form submission you want to contact the customer about.
2. Click Email customer from the right-side menu or the Emails tab.
3. Review the prefilled customer email address in the To field.
4. Enter a Subject and Message.
5. Optionally, click Add Variable to include details from the record in your message.
6. Optionally, click Send test email to send a test copy. A notification confirms where the test was sent.
7. Click Send email.

A notification confirms when the email has been sent.

Add details with variables

Click Add Variable to insert available details from the record into your message. For example, you can include the payment amount, status, order ID, or product title. Available variables depend on the type of record.

Sender and replies

The email window shows the sender and reply-to addresses.

Customer replies go directly to the displayed reply-to inbox. Replies are not shown or stored in Checkout Page, so make sure you monitor that inbox.

To configure a sender address on your own domain, select Send from your own domain instead or see Custom email domain.

When to use manual emails

Manual emails should only be used for messages related to a customer’s payment, event booking, or form submission.

Do not use manual emails for marketing or promotional campaigns. Use a dedicated email marketing service for those messages instead.

View a sent email

Open the record’s Emails tab to see the manual email alongside its confirmation and notification emails.

The log shows the recipient, email type, send status, delivery, and whether the email has been opened.

Click View email to open the email. For details about each status, see Email delivery tracking.