> ## Documentation Index
> Fetch the complete documentation index at: https://docs.subotiz.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Emails

<AccordionGroup>
  <Accordion title="What types of transactional emails does Subotiz send automatically?">
    Subotiz automatically sends two categories of transactional emails.

    Subscription-related:

    * **Trial started** — trial activated
    * **Trial ending** — reminder 3 days before trial ends
    * **Subscription activated** — recurring subscription activated
    * **Subscription renewal** — reminder 3 days before renewal
    * **Subscription cancelled** — cancellation confirmed
    * **Subscription expiring** — reminder 3 days before expiration
    * **Subscription expired** — notifies customer and encourages resubscription
    * **Subscription change** — subscription details updated
    * **Subscription paused** — notification when subscription is paused
    * **Subscription resumed** — notification when subscription is resumed
    * **Fixed term ending** — reminder 3 days before a fixed-term subscription ends
    * **Fixed term change** — notification when fixed-term configuration is updated

    Order notifications:

    * **Payment succeeded** — sent after successful one-time or recurring payment
    * **Payment failed** — notifies customer when automatic payment fails
    * **Refunded** — notifies customer when a refund is issued

    Each email type can be individually enabled or disabled at Emails > Transactional emails.
  </Accordion>

  <Accordion title="Can I turn off a specific transactional email, such as the subscription renewal reminder?">
    Yes. Go to Emails > Transactional emails in the Subotiz admin. Each email type has an individual toggle — turn it on or off to control which notifications are sent to customers. For example, disabling Subscription renewal prevents the 3-day renewal reminder from being sent without affecting other email types. Note: Disabling certain transactional emails may affect related subscription features. For example, disabling Fixed term ending prevents customers from receiving the reminder email. Even if Convert to Ongoing Subscription is enabled for a subscription, customers will not receive the email containing the conversion button and will be unable to convert via email.
  </Accordion>

  <Accordion title="How can I check what a transactional email looks like before it is sent to customers?">
    Each transactional email can be previewed before it reaches customers. Go to Emails > Transactional emails, find the email type you want to review, and click Preview. The preview page shows the full email layout and content. You can switch between desktop view and mobile view to check how the email displays on different devices. You can also use the Send test email function to send a copy to your own address for review. This is useful for verifying content accuracy and brand consistency before the email goes live.
  </Accordion>

  <Accordion title="What are the three marketing email journeys in Subotiz and what triggers each one?">
    Subotiz includes three predefined marketing email journeys:

    * **Abandoned checkout** — triggered when a customer starts checkout but leaves without completing payment — emails are sent to re-engage them and guide them back to complete the purchase
    * **Cancelled trial** — triggered when a customer cancels during a trial period — emails are delivered after the trial ends to encourage upgrading to a paid plan
    * **Expired subscription** — triggered when a customer turns off auto-renewal and their subscription term expires — emails are sent to encourage renewal or reactivation

    All three journeys only send to customers who have granted marketing consent at checkout and whose behavior matches the journey trigger.
  </Accordion>

  <Accordion title="Will every customer who abandons checkout receive a marketing email?">
    No. Marketing emails are only sent when two conditions are both met:

    1. The customer must have granted marketing consent — they must have opted in through the marketing subscription checkbox at checkout.
    2. The customer's behavior must match the journey trigger, such as abandoning checkout, canceling during trial, or not renewing after expiry.

    If a customer has not opted in to marketing emails, they will not receive any marketing journey emails regardless of their behavior. The marketing subscription checkbox availability is controlled in the Marketing emails module under Checkout opt-in settings.
  </Accordion>

  <Accordion title="Do marketing emails support discount codes, and which journeys support them?">
    Discount codes are supported in two of the three marketing journeys but not all. Cancelled trial and Expired subscription journeys support discount incentives — when configured, the discount is applied automatically when the customer returns to checkout through the email link. Abandoned checkout emails do not support discount codes. Discount settings for supported journeys are configured directly within the email creation page for each journey. This allows merchants to offer targeted incentives for winback and reactivation scenarios without applying discounts to all checkout sessions.
  </Accordion>

  <Accordion title="If a customer completes a purchase while a marketing email journey is in progress, will they still receive the remaining emails?">
    No. If a customer completes a new order or reactivates a subscription while a marketing email journey is still running, the remaining unsent emails in that journey are automatically stopped. This prevents customers from receiving irrelevant follow-up emails after they have already taken the desired action. The journey stops as soon as the system detects the qualifying action — for example, completing checkout for an abandoned checkout journey, or reactivating a subscription for an expired subscription journey.
  </Accordion>

  <Accordion title="Can I delete a marketing email that I no longer need?">
    No. Marketing emails in Subotiz cannot be deleted once created. However, they can be disabled using the activation toggle, which stops the email from being sent to future eligible customers. Disabled emails remain in the system and can be re-enabled at any time. If an email is no longer relevant, the best practice is to keep it disabled. Each journey supports a maximum of three emails, so if you want to create a different email in its place, you would need to edit the existing one rather than delete and recreate it.
  </Accordion>

  <Accordion title="Does the abandoned checkout email work with all checkout integration methods?">
    No. Abandoned checkout emails are only supported for Hosted Checkout integrations. If your store uses a different checkout integration method, the abandoned checkout journey will not be available. The other two marketing journeys — Cancelled trial and Expired subscription — do not have this restriction and work regardless of the checkout integration type. If you need to use abandoned checkout emails, confirm that your store is configured to use Hosted Checkout.
  </Accordion>

  <Accordion title="Why should I set up a custom sender domain instead of using the default system domain?">
    Without a custom sender domain, emails may display as your sender address via [subotizemail.com](http://subotizemail.com) — for example, [support@yourstore.com](mailto:support@yourstore.com) via [subotizemail.com](http://subotizemail.com). This can reduce customer trust and professional appearance. With a verified custom sender domain, emails display only your branded address such as [support@yourstore.com](mailto:support@yourstore.com), giving customers a consistent and trustworthy impression. Additionally, verified domains improve inbox placement — authenticated sending reduces the risk of emails being filtered as spam. If no custom domain or sender email is configured, Subotiz uses the store's registered contact email as the fallback sender.
  </Accordion>

  <Accordion title="Why should I use a subdomain like mail.yourstore.com instead of my main domain for email sending?">
    Using a subdomain such as [mail.yourstore.com](http://mail.yourstore.com) instead of your primary domain [yourstore.com](http://yourstore.com) is strongly recommended for two reasons:

    1. It protects your primary domain reputation — transactional and marketing emails can sometimes generate spam complaints, bounces, or blacklisting. By isolating email sending to a subdomain, any reputation issues are contained and do not directly impact your main domain.
    2. It improves deliverability — subdomains allow dedicated SPF, DKIM, and DMARC configuration, making it easier for system emails to pass authentication checks and reach customer inboxes.
  </Accordion>

  <Accordion title="I added the DNS records but the domain verification keeps failing — what should I check?">
    There are several common causes for verification failure:

    * **DNS propagation delay** — After adding DNS records, allow 30 minutes to 48 hours for changes to propagate before retrying.
    * **Incorrect record values** — Copy every TXT and CNAME record exactly as shown in Subotiz — do not add spaces, modify values, or include https\://.
    * **Duplicate SPF records** — Only one SPF TXT record is allowed per domain. If an existing SPF record is present, merge the Subotiz SPF mechanism into the same line rather than adding a new record.
    * **Subdomain mismatch** — Ensure the Host (Name) value in your DNS matches the subdomain you entered in Subotiz — for example, if the sender domain is [mail.shopdemo.com](http://mail.shopdemo.com), the DNS Host should be mail, not the full domain or root @.

    To retry:

    1. Go to Emails > Sender domain settings.
    2. Find the domain marked Unverified or Failed.
    3. Click Edit in the Actions column.
    4. Verify your records.
    5. Click Verify again.
  </Accordion>

  <Accordion title="Can I receive replies from customers if I use a branded sender email address in Subotiz?">
    Not by default. Sender email addresses created in Subotiz are for sending only — they cannot receive inbound emails. If customers reply to a system email, the reply will not reach you directly through Subotiz. To receive customer replies, you need to configure email forwarding rules at your domain registrar, pointing the sender address to a monitored inbox. This is especially important for customer-facing sender addresses such as support@ or billing\@. Note that this is a limitation of the sender domain feature — all email sending works normally, but inbound message handling must be configured separately at the registrar.
  </Accordion>

  <Accordion title="If I configure a custom sender domain, does it apply to all system emails including account-level notifications like password resets?">
    No, not all emails. The custom sender domain applies to transactional emails such as order notifications, subscription updates, payment reminders, and marketing emails such as abandoned checkout, trial and subscription winback campaigns. However, some account-level notifications such as password reset emails continue to use the system's default domain and are not affected by the custom sender domain configuration.
  </Accordion>
</AccordionGroup>