Email formatting
R
Richard T
we are trying to push all stores to use e-receipts. but we cannot change the email to match our company profile - i.e. colours, formatting and wording.
can you let us change this so we can put in HTML so we can match our branding and not just have a few lines iof plain text.
this would elevate the customer experience make it feel a lot more premium. expecially when buying a £12,000 bike.
Or give an option to go through omnisend so there's no work for your devs to create a email template system, we do all that ourselves
(also for web order confirmations too)
Thank you
L
Lorna Preston
We completely agree. At present, the lack of flexibility in styling, layout, and content control prevents us from delivering a consistent, on-brand experience across the full customer journey. Transactional emails are a critical touchpoint - often with some of the highest open and engagement rates, yet they currently feel disconnected from our wider brand identity.
From a commercial and technical perspective, this presents several disadvantages:
- Brand inconsistency: Without the ability to align typography and house style, these emails dilute brand recognition
- Reduced customer confidence: Generic-looking emails can feel less trustworthy or even appear similar to spam communications, particularly for first-time customers.
Greater control over transactional email customisation (HTML editing, modular components, dynamic content blocks, etc.) would allow us to create a more cohesive, engaging and high-performing customer journey.
We'd welcome any updates on whether enhanced customisation is on the roadmap or if there are recommended best practices to extend current functionality.
S
Scott
Agree, comms is key so the ability to tune any comms with customers is very important - and agree the order confirmation needs to be the same as the current offering is just formulaic and doesn’t help build affinity.
S
Steven Sproat
100%, the lack of templating for the email header/footer isn't great and just plain emails like this would look far better if we could have customised top/bottoms.
Even better would be to have a generic one that we can then override, so that smaller shops without any in-house experience to create templates can still have something better looking.