Receipts, invoices and tax
The emails your customers get after they buy, what Stripe sends, how to change the wording, and how tax is handled at checkout.
After somebody pays you, two things can reach their inbox: the app's own Order confirmation, sent in your business's name, and Stripe's payment receipt, if you have switched receipts on in Stripe. This article explains both, the other order emails, and how tax works at checkout.
Before you start
- Stripe connected under Settings › Payments.
- Your business name, logo and colour set, because every email carries them.
The emails your customers get
| When it is sent | |
|---|---|
| Order confirmation | The moment a payment goes through. It lists what they bought and links to their customer account, where courses and downloads open. |
| Order shipped | When you mark the order Shipped. It carries the tracking details. |
| Order cancelled | When you set an order's fulfilment to Cancelled, or refund the whole payment in Stripe. It is sent once per order. A partial refund or a dispute sends nothing. |
| Sign-in link | When a customer asks to sign in to their account. |
| Payment didn't go through | When a subscription renewal is refused, with a link to pay it. |
| Access to what they bought | When a lapsed membership is paid again and opens back up. |
You get a New order email the moment somebody pays. A store can send it to a different address: see Tell this address about new orders in the store's Settings tab.
A bank-debit order that has not settled gets no confirmation until the money arrives.
Steps: change what the emails say
- Open Marketing › Email and choose the System emails tab.
- Choose Sent to customers or Sent to you.
- Open the email you want to change, for example Order confirmation. Each card shows the real email with your logo and colour.
- Change the Subject and What it says. Changes save automatically.
- To go back to the standard wording, open the card's three-dot menu (…) and choose Reset to standard. To stop an email, choose Switch off. Some emails, including Order confirmation, say Always sent instead, because a buyer would otherwise have no way to find what they paid for.
Stripe receipts
Stripe can also email a receipt for each payment, carrying the business name and details from your Stripe account. Switch this on or off in your Stripe dashboard's email settings. If a receipt shows the wrong business name or address, change it in Stripe, not in the app.
Invoices
The app does not create invoices for your customers. The order confirmation and Stripe's receipt are the record of the payment. For renewals of a subscription, Stripe keeps an invoice for each payment in your Stripe account. Your own bills for your plan are a separate thing: see Invoices and your card.
Tax
The checkout does not calculate or add sales tax or VAT. The buyer pays the product price (plus delivery on a store). If you owe tax on your sales, include it in your prices. Your Stripe account keeps the full record of every payment for your accounts.
For white-label agencies
Customer emails never carry the platform's name. They show the client's own logo, business name and colour, and every link goes to the client's own site address.
For clients of an agency
The emails go out in your business's name, with your logo, and link to your own site.
Troubleshooting
A customer says they got no confirmation. Check the email address on their contact record, and ask them to look in spam. If the order is Pending, it is a bank debit that has not settled, and the confirmation follows once it does. The customer can also sign in to their account at any time to see the order.
A customer got two receipts. One is the app's Order confirmation and one is Stripe's receipt. Switch Stripe's receipts off in your Stripe dashboard if you only want one.
A customer wants an invoice with a tax number on it. The app does not make invoices. You can send one yourself, or give them Stripe's receipt, which carries the business details from your Stripe account.
The Stripe receipt shows the wrong company name. It reads your Stripe account's business details. Change them in Stripe.
Related
Email support@opusfunnel.com with the page you were on. A person replies, usually within one business day.