Customer emails

Every email IntoPaid sends to a customer on your behalf starts from a template you control. There are six, each tied to a specific moment in the order loop. You can edit wording, toggle templates on or off, and preview how they look with your brand applied.

Open Settings → Customer emails to see all six in one place.

The six templates

Template	When it sends	Notes
Ticket acknowledgment	When a customer email creates a new ticket	Can be enabled or disabled. Lets the customer know you received their request.
General reply	When you write a public reply from the ticket	Your day-to-day response template. See Work a ticket.
Invoice / quote	When you send a Shopify draft invoice from the ticket	Contains line items, total, and a link to pay on Shopify checkout. See Quotes and invoices.
Revised quote	When you send a revised invoice	Replaces the previous quote link. See Revised quotes.
Payment reminder	Manual nudge you trigger on an open, unpaid invoice	Useful for idle quotes that haven't converted yet.
Pickup reminder	Before the locked pickup date/time — can fire automatically, manually per ticket, or both	Only fires when a pickup is scheduled. See Pickup and calendar.

Each template has its own edit screen where you can adjust the subject line, body copy, and button text. The preview pane on the right shows exactly what the customer will receive, including your logo, colors, and signature.

Editing specific templates

Most templates live on the main Settings → Customer emails page. Two have their own sections:

Revised quote — open Settings → Customer emails → Revised quote. For the full workflow of changing line items and resending, see Revised quotes.
Pickup reminder — open Settings → Customer emails → Pickup reminder. For scheduling pickups and how reminder timing works, see Pickup and calendar.

Where the "From" address comes from

Until you verify a brand address, outbound emails send from your ticket mailbox address.

On the Grow plan you can set up a custom shop email — something like [email protected]. Once that address is verified and live, every outgoing customer email sends from it. The Reply-To stays on the ticket so customer replies still land in the right place.

Set this up at Settings → Email intake → Brand address.

Brand on every email

Your logo, brand colors, and email signature are pulled from Settings → Your brand and applied to every outgoing template automatically. Update your logo or colors once and every future email reflects the change — no need to re-edit individual templates.

For a full walkthrough, see Logo, colors, and signature.

What customers see

Customers never need an IntoPaid account. They receive a styled email, click through to pay on Shopify checkout when an invoice is attached, and reply directly to the thread. Their replies land back in your ticket inbox.

Where to go next

Logo, colors, and signature — set up the brand elements that appear on every email
Quotes and invoices — build and send a Shopify invoice from a ticket
Revised quotes — update line items and resend
Pickup and calendar — schedule pickups and control reminder timing
Custom shop email — send from your own domain on Grow
AI Ticket Assist — draft replies with Assist before sending
Work a ticket — the full ticket workflow, including public replies