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Firmhouse supports a variety of different emails you can send to your customers depending on your subscription model and flow. Below is a list of all currently supported emails.

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Subscription Lifecycle Emails

Confirmation Email is sent automatically as soon as a subscriber signs up. This email cannot be configured to be disabled. Cancellation Confirmation Email is sent when a customer initiates cancellation if you have the two-step cancellation flow configured. This email is triggered by either customer care or by the customer via self-service. Cancelled Email is sent when a subscription is cancelled. If the two-step cancellation flow is configured, this email is sent once the device is confirmed to have been returned. End of Subscription Email is sent when the “end of lease term” setting is configured for a Project. This email is used in Try & Buy propositions where a subscription is automatically cancelled when the customer reaches their final month after paying enough monthly terms for the full commercial retail price.

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Payment and Billing Emails

Charge Notification Email is sent every month for monthly lease models, or dynamically when a new order is triggered by the customer. This occurs when the payment is initiated for activated customers. Failed Payment Email is sent after a customer has a failed payment. Firmhouse automatically retries the charge 3 times before sending this email. This needs to be enabled in your project Email Configuration settings. Outstanding Invoices Email contains an overview of outstanding invoices when a customer is marked as “non-paying”.

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Order and Shipping Emails

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Upcoming notices for already-paid deliveries

Upcoming order notice normally announces the next recurring order. You can also send it seven days before an already-paid scheduled delivery, such as the second or third delivery of a prepaid subscription. This option is enabled by default for new projects. Existing projects keep it disabled until they choose to enable it. Under Settings > Email configuration > Order Activity > Upcoming order notice, change Also send before already-paid deliveries and save. It applies to the configured customer email channel and outgoing upcoming_order_notice events. The email’s main On/Off toggle still controls customer email delivery; outgoing events follow their own enabled settings. Before enabling, review saved email content and Klaviyo flows. Existing templates are preserved. Use order.paid_scheduled_delivery? in Liquid, is_paid_delivery in lifecycle event payloads, or IsPaidDelivery in transactional Klaviyo payloads to show already-paid delivery copy without promising another charge. Newly generated default templates include these distinctions. Existing saved Klaviyo payloads need the new field added or their default update reviewed.
For a saved lifecycle payload, add:
Use the regular order object for both recurring-order previews and paid scheduled deliveries. Before opting in, update saved product loops to use order.order_lines, which contains the delivery’s saved titles and quantities. subscription.next_upcoming_products still describes the recurring subscription schedule and must not be used to list a paid delivery’s products.
Paid delivery notices exclude cancelled orders and invoices that are unpaid, refunded, or credited. The paused-subscription setting still applies. Paid deliveries can still be announced after a subscription stops, because stopping renewal does not cancel deliveries already paid for. A separate recurring order can have its own notice even when it shares the paid delivery’s date; those messages describe different orders. Each paid delivery is announced at most once per day. Orders scheduled fewer than seven days before shipment do not receive a catch-up reminder. Order Announcement Email is triggered for “on demand” subscriptions when an item that can be replenished is ready. The customer can then accept, snooze, or decline the order. Order Confirmation Email is sent when you accept an order previously announced via the Order Announcement email. Order Track & Trace Email is sent when an order is shipped, including the Track & Trace code. Shipped Product Email is sent when a Track & Trace code is entered on the Subscription detail page. Note that the Order Track & Trace email is preferred as this feature is now outdated. Recurring Order Skipped Email is sent when Firmhouse cannot create a scheduled recurring order or Shopify subscription billing attempt because a product is unavailable or the order does not meet its minimum amount or product quantity rules. This email is disabled by default. When enabled, it is sent through Built-in Firmhouse email notifications. Existing Klaviyo v1 setups send the configured event to Klaviyo instead. For the new integration, follow Sending Emails through Klaviyo. To enable this notification:
  1. Go to Settings > Email configuration.
  2. Open Order Activity > Recurring order skipped.
  3. Switch the email from Off to On.
  4. Review the subject, preview text, and email content.
  5. Click Save changes.
The default template confirms that no order was placed and no charge was made, and points the customer to the next step for the skip reason: adding products when the order is below the minimum amount, or replacing products that are unavailable or out of stock. Firmhouse sends at most one skipped-order email per subscription per day, regardless of the skip reason. Test emails for this type use the out_of_stock reason, so they preview the availability-specific paragraph of the template. Use {{recurring_order_skip.reason}} when the template should show different instructions for a specific skip reason. See Email template tags reference for an example. Customer-initiated skips from the customer portal do not send this email.

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Try & Buy Emails

Buy Now Confirmation Email is sent when someone confirms their device purchase on the purchase page. This serves as a receipt for their device purchase and is only applicable to Try & Buy subscription models. Purchase Offer Email relates to the Buy Now Confirmation email. A Purchase offer can be triggered via the portal if purchasing price and options are configured in the project. This email contains an explanation of how and for what price the customer can purchase the device they currently have on lease.

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Returns and Feedback Emails

Return Label Email is sent to the customer with a return label attachment to instruct them how to return their device. If no return label is available, the Cancellation Confirmation email is used as an alternative with instructions to send back the device. Device Return Reminder Email is sent one month after the cancellation of a subscription if the device has not been returned. This can be configured to be sent as often as needed after the 1 month period. Customer Feedback Email is sent at the stated month if enabled. Customer Feedback Reminder is sent as a reminder for customers to fill out their customer feedback if they haven’t done so.

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Self Service Center Emails

Self Service Center Login Email is sent after the customer enters their email on the Self Service Center login page, triggering the generation of a temporary login token. Be sure to include the {{subscription.login_url}} liquid tag in this email, which provides the customer with a magic link for instant access to their account.

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Special Emails

End of Project Email is a one-time email sent to customers as part of an end-of-life project. This email is used for messages like “Thank you for participating in this pilot, we’ll now cancel your billing, you can keep your device.” Note that this is not immediately supported as generally available.