Emails sent to your customers
Storefront automatically sends transactional emails directly to your customers when certain things happen — an order completing, a domain nearing expiry, a password reset being requested.
Separately from both of the above, OpenSRS — as the registrar of record for your domains — is required by ICANN policy to send certain emails directly to your customers. These include annual WHOIS/registration data reminders, registrant identity verification requests, and renewal/expiration reminders required under ICANN's Expired Registration Recovery Policy. These emails are governed by ICANN policy, not by Storefront, and their content and timing can't be changed in Storefront Manager. See OpenSRS's own documentation on WHOIS Data Reminder Policy and Registrant Verification for full detail.
This article covers the emails Storefront itself sends — what triggers each one and what the customer sees — useful when a customer asks about an email they received, or reports one they were expecting but didn't get.
Orders
| Sent when | Subject line | Notes | |
|---|---|---|---|
| Order confirmation | An order is placed and completes | "Thank you for your purchase!" |
Customers
| Sent when | Subject line | Notes | |
|---|---|---|---|
| Account created | A new customer account is created, including via migration or import | ||
| Verify email address | A customer account is created, or a customer changes their email | "Let's verify your email" | Link expires in 12 hours |
| Forgot login (single match) | A customer submits "forgot login" and their email matches exactly one account | "Reset your [Reseller Store Name] Password" | Link expires in 1 hour |
| Forgot login (multiple matches) | Same flow, but the email matches more than one account |
No email for unmatched "forgot login" attemptsIf a "forgot login" email doesn't match any account, no email is sent and no event log entry is created — there's no account to attach it to.
No email to the previous address on an email changeWhen a customer changes their email address, Storefront doesn't notify the old address of the change.
Domains
| Sent when | Subject line | Notes | |
|---|---|---|---|
| Domain transfer completed | An inbound domain transfer finishes successfully | "Your transfer of [domain] to [Reseller Store Name] is complete!" | Auto-renew is turned on by default for transferred domains |
| Domain transfer failed | An inbound domain transfer fails | "The transfer of [domain] to [Reseller Store Name] has failed." | Sent when the authorization code is invalid; the customer isn't charged |
| Domain renewing soon | A scheduled reminder ahead of the domain's renewal date, for domains with auto-renew on | "Your domain(s) are coming up for renewal in [X] days" | Sent at 37 and 31 days before expiry. Can list multiple domains in one email |
| Domain expiring soon | A scheduled reminder as the domain approaches expiry, for domains with auto-renew off | "Your domain(s) are about to expire in [X] days" | Sent at 30, 7, and 1 day before expiry. ICANN requires this schedule. Can list multiple domains in one email |
| Domain expired | The domain passes its expiry date without renewal | "Your domain [domain] has expired - renew now" | Sent 1 day after expiry. Domain enters a 40-day grace period, followed by a 30-day redemption period for gTLDs; can be renewed at the regular rate during the grace period |
| Auto-renewal failed | An auto-renew payment attempt is declined or fails | "Your auto-renew was not completed" | Storefront attempts auto-renewal at 30, 29, 28, 7, and 1 day before expiry; this email is sent only if an attempt fails. Can list multiple affected domains in one email |
See Domain statuses and renewal reminders for the full status model and reminder schedule these emails are based on.
Migration
| Sent when | Subject line | Notes | |
|---|---|---|---|
| Migration completed | A Legacy Storefront to Storefront migration finishes | Sent once per customer migrated |
Related articles
Updated 3 days ago