When a customer pays, a package ships, a refund is processed, or a visitor submits a form, Kanorio automatically sends an email to the recipient and can notify you and your team. This guide explains what is sent in each scenario, how to toggle notifications, and how to customize the email content.
Manage these settings at Customers → Automated Notifications: select a scenario card, choose who to notify, and edit the email content.
| Group | Scenario | Customer Email | Notify Website Team |
|---|---|---|---|
| Store | Buyer completes payment | Order Confirmation (Always sent) | Email, Kanorio Inbox (Default: On) |
| Store | Buyer receives ATM/convenience store payment info | Pending Payment Notice | None |
| Store | Payment not received 24 hours before deadline | Payment Deadline Reminder | None |
| Store | Payment overdue, order not created | Checkout Expired | None |
| Store | Package shipped | Shipping Notification | Email, Kanorio Inbox (Default: Off) |
| Store | Package arrived at store | Shipment Update | Email, Kanorio Inbox (Default: Off) |
| Store | Package delivered | Shipment Update | Email, Kanorio Inbox (Default: Off) |
| Store | Delivery exception | Shipment Update | Email (Default: Off), Kanorio Inbox (Default: On) |
| Store | Refund completed | Refund Notification | None |
| Online Form | Contact inquiry, appointment request, event registration, job application, request for info, feedback, or other form submission | Form Confirmation (Pro plan and up) | Email (Pro plan and up), Kanorio Inbox (Default: On) |
For scenarios with team notifications, Business plans can use Webhooks to send data to your system. Whether data is sent depends on the events subscribed to by your Webhook endpoint, not the toggles here. See Webhooks for setup. Slack notifications are "Coming Soon" and cannot be enabled yet.
Each card shows which notifications are currently active (e.g., "Customer Email," "Team Email," "Kanorio Inbox"), so you know exactly who will be notified.
Some scenarios require specific payment or shipping providers. If a scenario is not applicable to your site, it will appear in light grey with a "Not currently used by this site" label. Click to see what needs to be enabled:
Once you enable the corresponding payment or logistics provider, these scenarios will automatically start working.
These transactional emails are sent on all plans and do not count toward your email quota. No setup is required:
| When sent | |
|---|---|
| Order Confirmation | When payment is successful and order is created. Cannot be disabled |
| Pending Payment Notice | When buyer selects ATM transfer or convenience store code, and receives account or code |
| Payment Deadline Reminder | When payment is not received 24 hours before deadline. Not sent if less than 25 hours remain when info is received; reminder automatically cancels if paid before deadline |
| Checkout Expired | When payment is not received after the deadline |
| Shipping Notification | When package is handed to logistics; sent once per package |
| Shipment Update | When package arrives, is delivered, or has an exception; sent once per status |
| Refund Notification | When refund is successful; one email per partial refund |
Some providers send their own emails or SMS. To avoid duplicate notifications, Kanorio skips the following:
Order confirmation and shipping notices are always sent, as provider notifications lack your store name and order details. Skipped emails are noted in your Contact Records.
After a visitor submits an Online Form, Kanorio sends a confirmation email to the address they provided.
In the form "Settings," select an "Automated Notification Type" to assign the form to a scenario card and send that card's confirmation email:
| Notification Type | Suitable Forms | Email Content Summary |
|---|---|---|
| Contact Inquiry | Contact Us, Quote, Partnership, Support | We have received your message and will reply soon |
| Appointment Request | Consultation, Trial Class, Store or Home Service | Request received; we will notify you after confirming the time (does not state appointment is successful) |
| Event Registration | Seminar, Workshop, Course, Market | Registration complete; please include event time and location in the email content |
| Job Application | Job Opening, Membership or Distributor Application, Partnership Program | Application received; we will notify you after review |
| Request for Info | Waitlist, Restock Notification, Catalog/Data Request, Trial Application | Registration complete |
| Feedback | Survey, Event Feedback, Product Opinion | Thank you for your feedback |
| Other | None of the above | Form submission received |
AI-generated forms are automatically assigned a type. Forms created from scratch default to "Contact/Inquiry." Forms without a type fall under "When a visitor submits other forms." Forms of the same type share one confirmation email; for example, adding a time and location to the "Event Registration" email applies to all registration forms.
To disable confirmation emails for a specific form, go to the form's "Settings" > "Automated Notification Management" and uncheck "Notify form submitter."
Confirmation emails automatically include the form name, submission time, and answers to multiple-choice, date, time, and rating questions (e.g., which session was selected). Visitor-entered text, email, phone, and uploaded files are not included. Anyone can submit a form using someone else's email; sending messages as-is could lead to spam or phishing links.
Team notifications use system-generated content and cannot be customized. To manage who receives these notifications, see Notifications & Inbox. To save on your email quota for form notifications, disable "Notify site team" for that specific card and use the Kanorio Inbox instead.
Customer notifications are enabled by default; "Order confirmation" cannot be disabled. Emails marked "Free" in the panel do not count toward your quota.
| Field | Description |
|---|---|
| Subject | The title the recipient sees first in their inbox |
| Inbox Summary | The short gray text next to or below the subject |
| Greeting | The main heading at the top of the email |
| Intro Text | Description above order details; supports bold, links, and lists |
| Button Text | System determines button destination (e.g., order status page); only text can be modified; Refund Notification has no button |
| Footer Text | Below the button; suitable for return/exchange policies or customer support info |
Fields with a lock icon are "System-generated content" and cannot be changed (e.g., order number, items, amount, payment account/code, deadline, logistics provider, tracking number, pickup store, refund amount). These are generated by the system for each order.
Empty fields use system defaults (leaving the footer empty hides it), so only change what you need.
Your logo, button color, and footer info are part of your global "Email Appearance." Click "Adjust email appearance" below the content to configure these. See Custom Domains, Email Appearance & Quotas for details.
Subject lines, inbox summaries, greetings, body text, and button text can include "Dynamic Data" that populates with actual content when sent:
{ } button ("Insert dynamic data").If data is missing (e.g., no name provided), it defaults to "Customer." Tags in red are invalid and will not populate; please delete and save.
Previews reflect the actual email content. Use the controls above the preview to switch:
Rendering varies slightly across older Outlook versions and email apps. For the most accurate test, send a test email to your own mobile device.
Test emails reflect current content, including unsaved changes. You have a limit of 5 test emails per scenario. Once used, the quota does not reset; use the preview for further checks.
Click "Reset to default" at the top to revert content:
No. The content is just a template; the "Notify customer" toggle must be enabled for the email to be sent.
Shipping notifications are sent once per package. Status updates for "Arrived," "Delivered," and "Exception" are also sent once each.
Refunds are not currently displayed on the order status page. Including a button would show the customer information inconsistent with the email, so we only list refund details and methods.
Reminders for customers who leave before receiving payment info are considered marketing and require opt-in consent. We do not currently support automated sending for this.
Anyone can submit a form using another person's email, posing a risk of spam. We provide this feature on Pro plans and above, counting it toward your quota and requiring your own domain for sending.
Light and Dark modes use the same image. The only exception is transparent logos: the system adds a white background to transparent areas to ensure dark-colored logos remain visible on black backgrounds.