Subscriptions: e-mails and your sending domain

LatchPay e-mails your buyers

Subscriptions need e-mails that Shopify does not send: the confirmation of what the buyer agreed to, reminders before payments, failed payments, pauses and cancellations. LatchPay sends them for your shop, in the language the buyer used at checkout (all 17 checkout languages), with your logo, your business details in the footer and no advertising.

Every e-mail has the Manage subscription button, a Cancel subscription link to the public cancel page and, while the withdrawal period runs, a Withdraw from contract link. See the buyer portal, cancelling and withdrawal. The settings are in Subscriptions → Settings, under E-mails.

E-mails that are always sent

These rows show a lock and "Required by law or card-network rules". Consumer law and the card networks require them, so they cannot be switched off:

• Subscription started: the contract with the terms the buyer agreed to, sent for every new subscription.
• Trial or introductory price ends soon: 8 days before the first full-price payment.
• Upcoming renewal for long intervals: 15 days before each payment of a subscription billed every 6 months or less often, and a yearly summary.
• Payment received, whenever Shopify's own order confirmation is not sent for the renewal.
• Amount, frequency, address and payment-method changes: a forwarded link must never change these silently.
• Resumed by you (or by LatchPay support).
• Cancellation and withdrawal confirmations.
• Paused after the last failed payment, paused by you or by LatchPay, and a missing payment method.

When a reminder cannot go out in time, the payment waits for it rather than being charged without notice.

E-mails you can switch off

• Reminder before each payment: on by default, 3 days before; choose 1 to 14 days. It has links to skip or change the next payment.
• Date and same-amount item changes: a new date, item or quantity that keeps the amount.
• Pause, resume and skip confirmations for what the buyer did in the portal.
• Failed payment and card expiring: the first failed payment of a cycle, with a link to update the card, and a note 30 days before the card expires.

A setting counts when the e-mail is queued: switching a row off does not stop an e-mail that was required when it was queued.

Shopify's order confirmation

The first order sends Shopify's order confirmation as usual. For renewals, LatchPay's Payment received is the receipt, because it has the cancel link. Switch on Also send Shopify's order confirmation for renewals if you want Shopify's too. Whop may also send its own payment receipt.

Sender and replies

By default the e-mails come from "Your shop" <subscriptions@notify.latchpay.io>: your shop name as the sender name, on a LatchPay address set up for these e-mails only. The Sender card shows exactly what buyers will see.

• Reply-to: where buyers' replies go. Empty means your Shopify contact e-mail.
• Legal name: shown in the footer of every e-mail. Empty means the name in Shopify. The address and contact e-mail come from Shopify too.

Your own sending domain

You can send from your own domain instead, for example subscriptions@mail.yourshop.com. Use a subdomain you do not send other mail from.

• Under Use my own domain, enter the domain and press Add domain. LatchPay shows the DNS records to add (type, name, value and priority), each with a copy button.
• Add them at your DNS provider, then press Check now. LatchPay also checks every day. DNS changes can take a few hours.
• Once the domain is Verified, you can choose the part before the @. Until then, and whenever the domain is not verified, e-mails keep coming from the LatchPay address, so nothing stops.
• Remove domain goes back to the LatchPay address.

Previews

Each row under E-mails has a preview with sample data, so you can read the e-mail before a buyer does.

What is kept

The dashboard keeps each e-mail's subject and status in the subscription's timeline. The content and the buyer's address are removed from the e-mail log 90 days after sending. See the privacy notice.