Email receipt messages are automatic emails sent from a digital service to the end-user.
Why we have a design pattern for Email receipt messages
We have a design pattern for Email receipt messages to ensure users:
- can identify email receipt messages from the government in their inboxes;
- have confirmation when an action is completed or if they need to take another action;
- understand something is happenning and what they need to do; and
- have a way to contact a person about the serivce if they need to.
When to use an Email receipt message
Use Email receipt messages whenever the digital service sends email messages to users.
When to not use an Email receipt message
You do not need to apply this design pattern to services that do not send email messages to users.
How an Email receipt message works
An Email receipt message let's the user know an action has taken place or they must do something to complete a task.
Examples of actions that have taken place
Creating an account or successfully submitting an application are two examples of an action taking place. The goal for the message is to let users know this.
Examples of actions the user must take
Verifying an email address associated with a Government of Yukon service account or responding to a comment on your application are examples of instances where the message lets the user know they must take an action to complete a task.
Style and formatting
Email receipt messages include: the sender information, subject line and the body of the email.
Sender information
Email receipt messages must be sent from a Government of Yukon account that is monitored by program staff. For example: [email protected].
Do not use [email protected] or other types of “no reply” email accounts.
Subject line
The email subject line should include the name of the service. For example: Order confirmation: Renew a vehicle registration.
Do not include your department name or an acronym.
Body of the Email receipt message
Email receipt messages should always be in the following format.
- Introductory text (regular or bold text)
- What you need to do (h2)
- What will happen next (h2)
- Order details (only if there is online payment) (h2)
- If you need help (h3)
Language
Email receipt messages should only provide users with information they need to know.
Do not incllude any personal or senitive information in these messages.
Be direct with your instructions - do not use "please."
Introductory text
One line that explains what the email message is about. use the following, but substitute your service details.
Example: "This message is to confirm your vehicle registration renewal(s) has been received by the Government of Yukon."
Headings
Headings you must use:
- What you need to do (h2)
- What will happen next (h2)
- Order details (h2)
- If you need help (h3)
What you need to do
The language you use to describe the actions a person must do should be clear and to the point. Let them know if they need to do something. If they must take an action in a certain timeframe or by a certain date - let them know.
If there is no action for them to take, write "You do not need to do anything right now."
What will happen next
This section tells the user what they should expect. If your service requires that the user wait for the government to send them something, tell them when they should expect it.
For example, “Staff will review your application and let you know the decision within 5 to 10 business days.”
Order details
Only include this section if a payment was made. Include the following:
- Order date and time. For example, June 22, 2021. 2 p.m.
- Order number. For example, 1000044.
- Authorization code. This is the code sent from the bank for approved transactions. For example, 5487.
- Total amount of the order. For example, $15.
- Credit card type. For example, Visa or Mastercard. Don’t use abbreviations.
- Card owner. For example, First name Last name.
- Billing name. For example, First name Last name.
- Merchant online address. This is most often the Yukon.ca page related to the service. For example, Renew a vehicle registration. Read the guidance on links.
- Merchant name. For example, Government of Yukon.
You can include additional order details if they make sense for the transaction.
If you need help
This section is where you add contact information. If the user paid online include a transaction order number or request number they can reference.
If you only an email address and phone number use this text: "Email [email protected] or phone xxx-xxx-xxxx if you need assistance. Refer to confirmation ABC123."
If you want to provide users a chance to visit an office, use this text: "Email [email protected] or phone xxx-xxx-xxxx if you need assistance. You can also visit our office. We are located at (add address) and we're open Monday to Friday from 9 am to 4 pm."
Examples of Email receipt messages
Email receipt message
Email receipt message with order details
