Trustap keeps users and systems informed by sending notifications at key transaction milestones or actions in a transaction's life. These notifications come in the following two forms.
- Emails that are sent to end users (buyers, sellers).
- Webhooks that are sent to your system for automation (see Webhooks Guide).
Emails are sent to your users at key points to do the following.
- Inform users of changes to the transaction.
- Get a response from them to progress the transaction to the next state.
- The content and request for action of each email is tailored to the recipient and status of the transaction.
- All email notifications come from the following email address
noreply@support.trustap.com.
The following is a sample email a seller receives when they pass shipping details for a transaction.
The following tables show the events and corresponding emails that Trustap send to buyers and sellers for online transactions.
| Recipient | Topic | Purpose | Available actions |
|---|---|---|---|
| Buyer | Payment confirmed | Inform Buyer that their payment was successful | View transaction in Trustap app |
| Seller | Payment confirmation | Inform Seller that payment was successful | Submit tracking details |
| Buyer | Order processing | Inform Buyer that their payment was successful and that their order would be processed | |
| Buyer | Order failed to process | Inform Buyer that their payment was successful but their order failed to be processed | |
| Buyer | Partial refund | Inform Buyer that their payment has been partially refunded by the Seller | View transaction in Trustap app |
| Seller | Partial refund | Inform Seller that they have partially refunded the Seller | View transaction in Trustap app |
| Recipient | Topic | Purpose | Available actions |
|---|---|---|---|
| Seller | Add tracking details reminder | Remind Seller to add tracking details to the transaction | Submit tracking details |
| Seller | Tracking details added | Confirm tracking details were added to the transaction | View transaction in Trustap app |
| Buyer | Tracking details added | Inform Buyer that tracking details were added to the transaction | View transaction in Trustap app |
| Seller | Deadline extended to add tracking details | Inform Seller that the buyer has extended the deadline to add tracking details to the transaction | Submit tracking details |
| Recipient | Topic | Purpose | Available actions |
|---|---|---|---|
| Buyer | Delivery confirmed | Inform Buyer that delivery has been confirmed and complaint period has begun | View transaction / Complain |
| Seller | Delivery confirmed | Inform Seller that delivery has been confirmed and complaint period has begun | Register for full Trustap account in preparation for payout |
| Recipient | Topic | Purpose | Available actions |
|---|---|---|---|
| Buyer | Funds released | Inform Buyer that transaction is complete and funds have been released to Seller | |
| Seller | Funds released | Inform Seller that transaction is complete and funds have been released |
The following tables show the events and corresponding emails that Trustap send to buyers and sellers for face-to-face transactions.
| Recipient | Topic | Purpose | Available actions |
|---|---|---|---|
| Buyer | Payment Confirmed | Inform Buyer that their payment was successful | View transaction in Trustap app |
| Seller | Offer received | Inform Seller that an offer was received | Accept Payment |
| Buyer | Order processing | Inform Buyer that their payment was successful and that their order would be processed | |
| Buyer | Order failed to process | Inform Buyer that their payment successful but their order failed to be processed | |
| Buyer | Payment accepted | Inform Buyer that their payment was accepted by the Seller | View transaction in Trustap app |
| Buyer | Payment rejected | Inform Buyer that their payment was rejected by the Seller | View transaction in Trustap app |
| Buyer | Partial refund | Inform Buyer that their payment has been partially refunded by the Seller | View transaction in Trustap app |
| Seller | Partial refund | Inform Seller that they have partially refunded the Seller | View transaction in Trustap app |
| Recipient | Topic | Purpose | Available actions |
|---|---|---|---|
| Buyer | Transaction cancelled | Confirm that Buyer has cancelled transaction | View transaction in Trustap app |
| Seller | Transaction cancelled | Inform Seller that transaction has been cancelled | View transaction in Trustap app |
| Seller | Transaction cancelled | Confirm that Seller has cancelled transaction | View transaction in Trustap app |
| Buyer | Transaction cancelled | Inform Buyer that transaction has been cancelled | View transaction in Trustap app |
| Buyer | Refund processed | Inform Buyer that transaction has been refunded | View transaction in Trustap app |
| Seller | Refund issued | Confirm that Buyer has been issued a refund | View transaction in Trustap app |
| Recipient | Topic | Purpose | Available actions |
|---|---|---|---|
| Seller | Remainder skipped | Inform Seller that Buyer has skipped remainder payment | View transaction in Trustap app |
| Buyer | Remainder payment lodged | Confirm remainder payment has been made | View transaction / Complain |
| Seller | Remainder payment lodged | Confirm remainder payment has been made by Buyer | View transaction / Complain |
| Recipient | Topic | Purpose | Available actions |
|---|---|---|---|
| Buyer | Handover confirmed | Confirm with Buyer that item handover has been completed and complaint period has begun | Complain in Transaction page |
| Seller | Handover confirmed | Confirm with Seller that item handover has been completed and complaint period has begun | Register for full Trustap account in preparation for payout |
| Buyer | Handover confirmed | Inform Buyer that Seller has confirmed item handover and complaint period has begun | Complain in Transaction page |
| Seller | Handover confirmed | Inform Seller that Buyer has confirmed item handover and complaint period has begun | Register for full Trustap account in preparation for payout |
| Recipient | Topic | Purpose | Available actions |
|---|---|---|---|
| Buyer | Funds released | Inform Buyer that transaction is complete and funds have been released to Seller | |
| Seller | Funds released | Inform Seller that transaction is complete and funds have been released |
By default, your company brand is not displayed in Trustap emails to your buyers and sellers. Trustap does offer options for co-branded emails. Emails containing branding from both your company and Trustap help build user confidence.
The following is an example co-branded email.
Co-branding is available in two parts.
- Your company logo and company name in the email heading.
- Your company name in the email body.
You can choose to add either or both options to your emails.
To enable your co-branded email, contact your Trustap integration specialist with the following details.
- Your preferred branding option (company name in body, company logo and name in heading, or both).
- Your preferred company name as it should appear in the email.
- A link to your company logo. We support Favicons (.ico), JPG, and PNG (preferred).
- For testing webhooks, refer to the webhook test guide.
- For testing email notification, we recommend the following.
- Use an active test email account during integration.
- Follow step 1 to step 5 in either online or face-to-face transaction flow guides to trigger an email.
- Watch your inbox for email samples.