Forms, email and bookings

Manage system email templates

System templates are used automatically for events such as paid orders, dispatch, refunds, bookings, cancellations and waiting-list notifications.

Customise a system email

  1. Open Mail > Email Templates.
  2. Select the relevant template from the list.
  3. Edit its subject, heading, preview text, introduction and content.
  4. Optionally choose a hero image and button.
  5. Check the preview and select Save Template.
  6. Enter a test address and select Send Test before relying on it publicly.

System templates remain active and cannot be deleted, because the related website action expects them to exist. Use Reset to Default if a customised system template needs to be restored.

Duplicate Template creates an editable copy. A duplicate does not replace the system template used by an automatic event unless the application specifically calls its template key.

Use placeholders safely

Placeholders use double braces, such as {{customer_name}}, {{order_id}}, {{booking_date}} and {{refund_amount}}. Keep required placeholders intact so the email can insert its event data.

Use the placeholders shown on the editing screen. A placeholder from an order email may not have data in a booking email.

Which sender is used?

System emails use the normal website email service, not newsletter SMTP. Customer emails go to the address entered during checkout or booking; administrative notifications use the configured site recipient.