Guide

Order confirmation email template for online stores

An order confirmation email should do four things: confirm the order went through, show what was bought and what it cost, say when and how it will ship, and tell the customer how to track it or get help. Get those right and you cut most 'did my order go through?' and 'when will it ship?' messages before they start. Below is a template you can copy, versions for pre-orders, made-to-order and gift cards, subject lines, what an Australian tax invoice needs, and how to edit the order confirmation email in Shopify.

Updated 24 October 2026

What to include in an order confirmation email

A clear thank you and the order number, near the top.
What was ordered: product names, variants (size, colour), quantities and prices.
The money: subtotal, shipping, discounts, GST and the total paid, plus the payment method.
Where it's going: the delivery address and shipping method, so customers can spot a typo early.
When it will ship and roughly when it will arrive. This is the line that stops most follow-up messages.
How to track it: a link to the order status page, and a note that tracking follows when it ships.
How to get help: a real reply-to address or a link to your contact page and FAQ, and how to change the order or address if they act quickly.
Your returns and shipping policy links.

Order confirmation email template

Standard order

Subject: Thanks for your order, [Name]! (#[order number]) / Hi [Name], thanks for shopping with [Store]! We've got your order and it's being packed. Order #[number]: [items, quantities, prices]. Total paid: $[total] (includes GST). Shipping to: [address] by [method]. When it ships: within [1–2] business days. We'll email your tracking link as soon as it's on its way, or check your order any time here: [order status link]. Need to change something? Reply to this email within [2 hours] and we'll do our best. Shipping and returns: [link]. Thanks for supporting a small business! [Your name], [Store]

Pre-order

Thanks for pre-ordering, [Name]! Your [product] is expected to ship by [date]. We'll email you as soon as it's on its way. If the date changes, we'll let you know straight away. Order #[number], total $[total].

Made to order or handmade

Thanks, [Name]! Your order is made to order, so please allow [5–7] business days for us to make it, then [2–5] business days for delivery. We'll email your tracking link when it ships. Order #[number].

Gift card or digital product

Thanks for your order, [Name]! Your [gift card / download] is ready: [link or code]. Didn't get it? Check your spam folder or reply to this email and we'll resend it.

Order with a delay

Thanks for your order, [Name]! Heads up: [item] is back in stock on [date], so your order will ship then. Want the rest sent now, or would you rather swap or cancel? Just reply to this email.

Order confirmation subject lines

Thanks for your order, [Name]! (#1234)
Order #1234 confirmed: it ships within 2 business days
We've got your order 🎉 Here's what happens next
Your [Store] order is confirmed
Keep the order number in the subject so customers can find the email when they need it.

Making it work as a tax invoice in Australia

If a customer asks for a tax invoice, a GST-registered business must provide one within 28 days, unless the sale is $82.50 (including GST) or less.
For taxable sales under $1,000, a tax invoice must show seven things: that it's intended to be a tax invoice, your business name, your ABN, the date, a brief description of the items with quantity and price, the GST amount (or 'Total price includes GST' when GST is exactly one-eleventh of the total), and which items are taxable.
For sales of $1,000 or more, it also needs the buyer's identity or ABN.
Emailed invoices count, so adding the words 'Tax invoice', your ABN and the GST line to your order confirmation means you rarely get asked for a separate one.
New Zealand: since 1 April 2023, 'tax invoices' have been replaced by 'taxable supply information' rules, but you can still send it as a document marked 'tax invoice'. Check Inland Revenue's guidance for what to include.
Source: the ATO's tax invoices page and Inland Revenue's taxable supply information page, checked October 2026. This is general information, not tax advice.

How to edit the order confirmation email in Shopify

From your Shopify admin, go to Settings, then Notifications, then Customer notifications.
Under Order processing, click Order confirmation.
Before you change anything, copy the existing code into a document as a backup.
Click Edit code, make your changes (for example the dispatch-time line, your ABN and 'Tax invoice'), then click Preview to check them.
Save, then place a test order using your own email to see the real thing.

Shopify order confirmation: good to know

Shopify sends the order confirmation automatically when a customer places an order, and most customer notifications can't be turned off.
Your logo and brand colours can be added to all customer emails from the Notifications page.
If you customise the template, Shopify can't add the order status link for you. Add {{ order_status_url }} to the template so customers can still check their order.
A customised template has a Revert to default button at the bottom, which removes all your changes.
Customers who give a phone number at checkout can also get an SMS order confirmation in supported countries.

Common order confirmation mistakes

No dispatch date. A receipt alone leaves the customer guessing, so they message you.
A no-reply address with no other way to get help.
Losing the order status link after customising the template.
Burying the order details under promotions. Keep upsells short and below the order summary.
Never checking spam. Send a test order to Gmail and Outlook to see where it lands.

Fewer 'did my order go through?' messages

A clear confirmation cuts most of these, but some customers will still ask in DMs, in comments under your ads or by email. Paperflower puts every comment, DM and email in one list and, on Standard, drafts each reply with the customer's Shopify order and tracking, so 'where's my order?' takes seconds to answer. It never puts private order details in public: for a comment, it drafts a short public reply for you to post yourself and moves the details to DMs. See our guides to WISMO, Shopify order tracking and shipping policy templates.

How Paperflower is different

Comments are a sales channel, not a chore

Most tools treat comments as noise. Paperflower reads every one, spots buying questions like “do you ship to NZ?” and makes sure they get answered before the customer moves on.

Buying Intent and Opportunity Score

Every conversation gets a score so the people ready to buy come first. You see who to reply to now, and who can wait.

Shopify context in every draft

Order status, shipping and product details are pulled in automatically, so drafts are right the first time and private order details never go out in public.

You stay in control

AI drafts are on and auto-send is off by default. Complaints are escalated to you. Refunds and cancellations always need a human.

Simple pricing

Paperflower starts free with 100 customer interactions a month, no card needed: every message in one list, and you write the replies. AI sorting, reply drafts and spam hiding come with Standard, which is A$47 a month for 3,000 customer interactions, with a 7-day free trial. Human replies are always free. See all plans.

Built for AU and NZ brands

Local time zones, local shipping questions, and support from people who know the market.

Frequently asked questions

The order number, items with quantities and prices, the total paid, the delivery address and shipping method, when it will ship, a link to track the order, and how to get help or change the order.

Not automatically. In Australia it becomes a valid tax invoice if it includes the seven details the ATO lists, such as the words 'Tax invoice', your ABN and the GST amount. Adding them to your order confirmation saves sending a separate invoice.

Most often it's in their spam or junk folder, or the email address was mistyped at checkout. Shopify suggests checking spam first, then using an address with a different email provider.

Shopify sends it automatically when an order is placed, and it isn't one of the notifications you can switch off. You can change what it says and how it looks.

Not unless you turn that on. By default it drafts a reply and you approve it. You can switch on auto-send for simple, safe questions once you trust the drafts.

Instagram, Facebook and TikTok comments and DMs, support email through Gmail or Google Workspace, and Shopify for order details.

Yes. The Free plan is the basics: 100 customer interactions a month in one list, no card needed, and you write each reply. Standard adds AI sorting, reply drafts and spam hiding, and comes with a 7-day free trial. You can cancel any time. Compare plans.

Start Paperflower free

Connect Instagram, Facebook, email and Shopify in a few minutes. On Standard, AI sorts every message and drafts every reply, you stay in control, and nothing is sent without your say-so unless you switch that on. Free puts every message in one list for you to answer.

Get started See pricing