HirePOS Email Notifications: When and Where They Are Sent
HirePOS can send email notifications to your business or individual HirePOS users when certain customer, payment, security, or online store events occur.
Where an email is sent depends on the type of notification. HirePOS may use your Business Details email, a branch email, a dedicated notification address, an individual user's email, or a BCC/CC configured on an email template.
This guide explains the main email notifications a HirePOS business or user may receive and where the recipient address comes from.
Business and customer activity notifications
Event | Who receives the notification | Where the email address comes from |
|---|---|---|
Customer accepts a quote online | Your business, with optional notification to the allocated staff member | Normally the Business Details email. A Branch email can override this for a branched sales record. A dedicated quote acceptance notification email can also override these settings. |
Customer declines a quote online | Same as quote acceptance | Uses the same quote acceptance notification settings. |
Customer signs a quote, booking, invoice or other sales record online | Your business, with optional notification to the allocated staff member | Business Details email, or the Branch email where applicable. |
Customer submits the | Your business | Business Details email. |
Online Store order submitted | Your business |
|
Quote acceptance, decline and signing notifications are system-generated notifications. They are separate from the email template originally used to send the sales record to the customer.
Online payment notifications
When a customer successfully pays online using Pin Payments through HirePOS, a dedicated merchant payment notification can be sent.
The recipient is the Card Payment Notification Email configured for your HirePOS account. If this notification address is blank or invalid, the dedicated merchant payment notification is not sent.
This is important if you are asking:
Why didn't I receive an email when my customer paid online?
Check the dedicated card payment notification email rather than assuming the notification will automatically go to your Business Details email.
A payment receipt may also be emailed to the customer. If your Receipt email template or general email settings contain your address in the BCC field, you may receive a second email that is simply a copy of the customer's receipt.
These are two different emails:
Merchant payment notification: tells your business that the online payment occurred.
Receipt BCC: a copy of the receipt sent to the customer.
For NAB Transact online payments, the customer's payment receipt is also BCC'd to the Business Details email.
Copies of emails sent to customers
Not every email received by your business is a HirePOS notification.
HirePOS email templates can contain a BCC address. This is commonly used to keep a copy of emails sent to customers.
Go to:
Setup > Preferences > Email Templates & Settings
The main BCC setting can be used as a default. Individual email templates can also have their own BCC address, which may override the main BCC for emails using that template.
Depending on your setup, your business may therefore receive copies of:
quotes, bookings, invoices and other sales records
statements
payment receipts
automated CRM follow-up emails
Online Store customer confirmation emails
These copies are generated because your address is included as a BCC or CC. They should not be confused with system-generated merchant notifications.
If emails are unexpectedly going to a particular staff member or shared inbox, check the BCC and CC settings on both the primary email template and any applicable Other Email Templates.
User and login notifications
Some HirePOS emails are sent to an individual user's login email rather than the business email address.
Examples include:
Event | Recipient |
|---|---|
Forgotten password request | The user's login email |
Email verification or two-factor authentication code | The user's login email |
New sign-in detected | The logged-in user's email |
Unrecognised failed login attempt | The affected user's login email |
Password login attempted where Single Sign-On is required | The affected user's login email |
HirePOS user invitation | The email address being invited |
These emails are account-specific and are not normally sent to the Business Details email.
Which email setting should I check?
If an email is going to the wrong place, first identify what kind of email it is.
Email or event | Setting to check first |
|---|---|
General business notification |
|
Branch-specific quote/signature notification | Email configured against the Branch |
Quote accepted or declined | Quote acceptance notification settings |
Online Pin Payment | Card Payment Notification Email |
Online Store order |
|
Copy of an invoice, statement or other outbound email | BCC/CC in |
Customer Information Form submitted |
|
Login, password or security notification | The individual HirePOS user's login email |
If you are not receiving an expected email
If the correct HirePOS email address appears to be configured but the notification has not arrived:
Check the Junk, Spam and Quarantine folders for the receiving mailbox.
Search the entire mailbox rather than only the Inbox.
Check mailbox rules, filters and automatic forwarding.
Check whether a shared mailbox or email server rule is automatically moving or forwarding HirePOS emails.
Confirm that you are checking the email address actually configured for that particular notification.
If the email is normally received as a BCC, check the specific email template being used as well as the main BCC setting.
It is relatively common for an email to have been successfully delivered but then automatically moved, forwarded or filtered by the recipient's own email system.
If the email is still missing after checking the relevant HirePOS settings and the receiving mailbox, contact HirePOS Support with details of the event, the expected recipient email address, and approximately when the event occurred.