Commerce Panel → Sales Channel (select application) → Communication → Events
Use this section to configure Email and SMS responses for customer-facing events using predefined templates. These can be used for account actions (e.g., signup, login), order updates, shipping notifications, returns, refunds, and more.
Interface:
- Tabs represent event categories (e.g., Signup & Login, Orders, Shipments, Customer Support, Payments, B2B).
- Sub-tabs allow further grouping of related event types (e.g., under Signup & Login: Authentication, Registration, Account Updates).
- Events are listed within each sub-tab, where you can configure individual notification templates for Email or SMS.
This structure is designed to improve scalability and event management efficiency, especially for shipment-related use cases involving various fulfilment types.
Event Categories (Tabs)
| Tab | Description |
|---|---|
| Signup & Login | Customer authentication and account actions |
| Orders | Events triggered when orders are placed, updated, or cancelled |
| Shipments | Includes Processing, Logistics, Cancellation & Returns, Refunds |
| Customer Support | Interaction-related events (e.g., support tickets, resolution updates) |
| Payments | Payment confirmation, failure, refund initiation |
| B2B | Events like Registration, KYC, and Quotation processing for B2B workflows |
Each tab holds relevant sub-tabs and grouped events for easy configuration.
Event Configuration View
Example: Signup & Login → Authentication You can configure:
- Login: Template for OTP-based login via Email or SMS
- Password Recovery: Template for resetting passwords
Each event includes:
- Toggle to enable/disable Email or SMS
- Template dropdown
- Preview link
- Save button for each section
Global Settings
Click the gear icon ⚙️ in the top-right corner of the Events page to open Global Event Settings.
Here, you can:
- Enable/disable all Email events
- Enable/disable all SMS events
OTP-based events remain active and cannot be disabled from here.
In this document, you will learn more about:
To streamline event management, enhancements have been introduced within the Orders tab:
Search Bar: A search bar is placed at the top of the Order Processing and Order Cancellation event lanes. It allows you to search by event name, making it easier to locate and manage specific event configurations.
Fulfilment Type Filter: A dropdown filter is available alongside the search bar in the Orders lane. It helps narrow down events based on fulfilment modes configured under your sales channel.
- The default selected option is Delivery – Standard.
- The options shown in the dropdown are dynamically sourced from the Fulfilment Options configured by the merchant. This means only the fulfilment types created under the merchant's Fulfilment Options section will appear in the filter list.
These controls are specific to the Orders tab and do not apply to other event categories.
Events subscription is a method of sending a response to the customer when a particular action takes place. Actions like signup, login, invite, order placement, order delivery, order cancellation, refund, and many more are known as events.
SMS and Email are its corresponding responses and when any of these events occur, a response is sent to the user.
- Invite Event - Inviting users as staff in your application via email and SMS.
- Verify Email - Verifying email ID of users, who recently created an account.
- Verify OTP - Verifying email ID and phone number of users, via a One-Time-Password.
- Send OTP - Sending a One-Time-Password to the users for verifying phone number.
- Reset Password - Sending it to users, who have forgotten their password and wish to reset it.
You can use following features within the Orders tab:
Search Bar: A search bar is placed at the top of the Order Processing and Order Cancellation event lanes. It allows you to search by event name, making it easier to locate and manage specific event configurations.
Fulfilment Type Filter: A dropdown filter is available alongside the search bar in the Orders lane. It helps narrow down events based on fulfilment modes configured under your sales channel.
- The default selected option is Delivery – Standard.
- The options shown in the dropdown are dynamically sourced from the Fulfilment Options configured by the merchant. This means only the fulfilment types created under the merchant's Fulfilment Options section will appear in the filter list.
These controls are specific to the Orders tab and do not apply to other event categories.
- Pick at store order placed - Notifying the customer that their order to be picked up at the store is successfully placed.
- In Transit - Notifying the customer that their package has been picked up by shipping service and will be delivered.
- Arrived at store - Notifying the customer that their requested order has arrived at the store.
- Packed - Notifying the customer that their requested order is being dispatched to a store.
- Picked - Notifying the customer that their requested order has been dispatched from the store.
- Lost - Notifying the customer that their requested order has been lost by our delivery partner.
- Arriving early SMS - Notifying the customer that their requested order will be arriving earlier than the expected date.
- Delay delivery SMS - Notifying the customer that their requested order will be arriving later than the expected date.
- Out for delivery-
- COD Orders: Customers should be informed to keep the COD amount ready.
- Prepaid Orders: Customers should be notified that their order is out for delivery and that no payment is required upon receipt.
- Handed over to customer - Informing the customer that their order is successfully handed over to them.
- Delivered - Sending it to customer whose orders have been successfully delivered.
- Out for pickup - Inform the customer that an executive will soon collect their rejected items.
- Return Dp out for pickup - Informing the customer to keep the product ready for pickup by the executive.
- Shipment Delayed - This is used for notifying the customers, that the shipment is delayed.
- Customer Not Reachable - This is used for notifying the customers, that the customer is not reachable.
- Cancelled by customer-
- COD Orders: Customers should be notified that their order has been successfully cancelled with no charges incurred.
- Prepaid Orders: Customers should be informed of the cancellation and provided with details about the refund amount and the timeline for processing.
- Cancelled by admin - Conveying to the customer that their ordered item is currently unavailable.
- Rejected by customer - Convey that the customer has refused to receive the ordered item.
- Delivery attempt failed - Notifying the customer that the delivery attempt was unsuccessful.
- Initiated - Notify the customer that the returning process of an item has been initiated.
- Accepted - Notify the customer that their returned item has been accepted.
- Request cancelled - In case a customer requests for a return and later cancels it.
- Bag picked up by delivery partner - Convey that an executive has received the returned item from the customer.
- Return bag picked - Notify the customer that the return item has been picked up by an executive.
- Return bag delivered - (Jio use case, currently not used in Fynd Commerce)
- Not accepted - Notify the customer that their returned item has not been accepted.
- Order returning to origin - Notify the customer that their returned item was not successfully delivered and will be returning back to origin.
- Return DP assigned - (Jio use case, currently not used in Fynd Commerce)
- Shipment RTO - This is used for notifying the customers, that the shipment is returning to its origin.
- Refund Bank Account Verification - Sends 1 Rs INR to the designated bank account for verification, ensuring accuracy and validity of bank account information, enhancing security and reliability for users.
- Initiated - Notify the customers that a refund is initiated on their returned items.
- Completed - Inform the customers that their paid amount is successfully refunded.
- Customer Bank Details - This is used for notifying the customers to share bank details for refund.
This refund management and configuration system optimizes the refund process for both prepaid and COD orders on the Fynd platform. This system offers a centralized hub for merchants to handle and execute refunds. It brings configurable refund initiation and approval workflows, real-time status updates, personalized communications, and extensive analytics and reporting features, collectively improving the refund management experience.
Steps to Perform:
- Navigate to sales channel settings.
- Click on Refund Configuration in the cart & payment section.
- Select Refund Method & Priority.
- Customize the refund priority
- Click Save.
- Send payment link - (Fynd Store / Fynd POS use case) Notify the customers that the link is shared to make payment on their purchased order.
- Referrer - Notify the customer that their referred friend has successfully signed up.
- Referred friend - Notifying the customer that they have earned points for signing up through referral invite.
You can enable/disable a response for any event by using the toggle button. Let's take the following example.
For some events, the response can be SMS, Email or both.
You can choose between a default system template or a new customized template, from the dropdown list.
In the above example, if a user invites someone, he or she will get an invite mail whose content has been written in the selected template.
Learn more about system templates and custom templates in the next 2 sections: Email and SMS