Sending a thank-you or order confirmation email is an important step after a customer makes a purchase. These emails help you acknowledge the order, provide a receipt, and keep your customers informed, while also building trust and improving their overall experience.

Why send order confirmation emails?

Order confirmation emails give customers a clear summary of their purchase, including product details, order total, and shipping and billing information. They reassure customers that their order has been successfully placed and help build trust in your business.

Brevo uses its tracker to monitor when a contact completes a purchase. Once identified, the contact enters the order confirmation automation and automatically receives the email.

Before you start

• Make sure the Brevo tracker is installed on your website and that the three purchase events (cart_updated, cart_deleted, order_completed) are set up. To learn more, check our dedicated article What is the Brevo tracker and how to install it?.
• If you use the Brevo plugin for WooCommerce and prefer sending order confirmation emails directly through WooCommerce, check our dedicated article WooCommerce plugin - Create an order confirmation email to send through WooCommerce.

Select the pre-built automation

Brevo offers a pre-built automation to send order confirmation emails:

1. Go to Automations > Workflows.
2. Click Create an automation.
3. Select the Product purchase pre-built automation.
4. Under Email template language, select the language in which the default templates in this automation will be generated. 
5. Click Create automation.

You will now be guided through three steps to set up your order confirmation automation.

Step 1: Let contacts enter the automation when they complete a purchase

The trigger for the order confirmation automation is Order created. This trigger allows contacts to enter the automation as soon as they complete a purchase.

🛒 Ecommerce filters

Use eCommerce filters to target orders based on specific customer or purchase details. For example, if you send order confirmation emails in multiple languages, you can trigger the automation only for customers in a given country.

1. Under Ecommerce filters, click Add filter.
   
2. Click Add filters and choose your conditions.
   
3. Click Add filters again to confirm.

👤 Contact filters

Use contact filters to limit the automation to contacts who meet specific criteria. For example, you might want to target only first-time buyers.

1. Under Contact filters, click Add filter.

   

2. Click Add filters and choose your conditions.

3. Click Add filters again to confirm.

   

➡️ To learn more, check our dedicated article Use a trigger to start an automation.

Step 2: Add a delay before sending the email

After entering the automation, contacts can go through a short delay before receiving the email. 

1. Choose how long contacts should wait after completing a purchase before receiving the order confirmation email
   
2. Click Next.

Step 3: Set up the order confirmation email

The default order confirmation email template includes all the essential elements your customers need to see their purchase details. You can also customize it to fit your brand and add personalized content.

Expand the following accordion to view what’s included in the default template:

🛒 Default order confirmation email template

Logo Display your brand logo (configured in the brand library). Personalized greeting Address the contact by their first name. Custom text area Add your own messaging or thank-you note. Dynamic content block Automatically shows details about purchased items, including: Product name and image Price and currency Variant ID and quantity Dynamic total amount Displays the full order total. Shipping and billing information Shows relevant order details. Dynamic order summary link Button that redirects to the order summary on your website.

To edit the default email template:

1. Under the email preview, click Edit.
   
2. Customize the template to fit your needs:
   • Use the drag-and-drop email editor to modify the layout, text, images, and other content.
   • Personalize your emails with event data to add or remove variables for purchased products and customer details. 
   • (Optional) Create and send product recommendations with product feeds to dynamically display best-sellers or related products based on the customer’s recent purchases.
     
     ✅ Plan availability

     Product feeds are only available on the Professional and Enterprise plans. For more information, check our pricing page or talk to one of our sales experts.
3. Click Preview & test to check personalized details and layout. You can preview your email using JSON data or information from a previous abandoned cart event. To learn more, check our dedicated article Preview and test your email.
4. Click Use this design in automation to save your changes and return to the automation editor.
5. Configure the settings of your email template:
   • Event data
     Select the latest instance of the "Order created" event.
   • Subject line and preview text
   • Sender email address and name
   • Additional settings (email sending time, reply-to address, tags, attachment, profile update form, unsubscribe form, etc.)
6. Click Save.

Activate the automation

Once the automation is ready:

1. In the top bar of the editor, click Activate automation.
2. The Re-entry after exit setting is activated by default. It allows contacts to re-enter the automation if they make another purchase.
   
3. Click Activate automation.

Test the automation

To verify that your automation works properly and that the order confirmation email displays the personalized list of purchased items, follow this test scenario:

1. Create or log in to an account on your website.
2. Complete a purchase.
3. Wait for the delay set in Step 3.

This triggers the automation so you can verify the email is sent and all personalized details appear correctly.

Troubleshooting issues with order confirmation emails

Expand the following accordions to learn how to troubleshoot issues with your order confirmation automation: 

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

If you’re looking for help with a project using Brevo, we can match you with the right certified Brevo Agency partner.