Responder Triggers

A responder trigger determines when an automated message (email or SMS) is sent to your customers. Each responder must have a trigger configured to define the specific event that activates it. Triggers fire automatically based on customer actions, order events, subscription changes, or shipment updates - allowing you to send timely, relevant communications throughout the customer journey.

Getting Started

Default Responders: Vrio automatically installs default versions of common responder types to help you get started quickly. Review the Stock Responders Guide to see what's available out of the box.

Merge Tags: Each trigger type has access to different data fields (merge tags) that you can use to personalize your messages. For example, order triggers have access to order details, while shipment triggers include tracking information. Check the Merge Tags Documentation to see what data is available for each trigger type.

All Available Triggers

Successful Order

Where to Configure: Campaign

When It Fires: When a new order is successfully placed (cycle 1 only)

This trigger fires after a successful initial order. It has access to order details, customer information, payment data, and line items.

Successful Order Authorization

Where to Configure: Campaign

When It Fires: When a card is authorized but not yet charged

This fires when using an authorization-then-capture payment flow. The customer's card has been validated and funds reserved, but the actual charge happens later when the authorization is captured.

Offer Ordered

Where to Configure: Offer

When It Fires: When a specific offer is purchased

This trigger is specific to individual offers and fires when that particular offer is ordered. It includes offer-specific details like offer name, frequency, and next charge date for subscriptions.

Order Abandoned

Where to Configure: Partial Responder

When It Fires: When an order is created but no payment is attempted

Requires configuration through Partial Responders for abandonment sequences. Fires when checkout is started but not completed.

Successful Transaction

Where to Configure: Offer Cycle

When It Fires: When a payment is successfully processed

Configured at the cycle level, this typically handles recurring subscription charges and renewal confirmations.

Declined Transaction

Where to Configure: Dunning Profile, Offer

When It Fires: When a renewal payment (cycle 2+) is declined by the gateway

How Configuration Works:

Dunning Profile: Sends responders during dunning retry sequences
Offer Level: Only sends if NO dunning schedule is set up on the offer

The system prioritizes dunning responders over offer-level declined responders - if dunning is configured, the offer-level responder will not send.

Refund Issued

Where to Configure and Hierarchy:

Offer Level: Overrides Campaign level for specific offers
Campaign Level: Default for all refunds

When It Fires: When a refund is successfully processed

Fires after a refund has been completed. Can be configured at Campaign level for general refunds or Offer level for product-specific refund messaging.

The system prioritizes offer-level responders over campaign-level responders - if configured at offer level, the campaign responder will not send.

Void Issued

Where to Configure and Hierarchy:

Offer Level: Overrides Campaign level for specific offers
Campaign Level: Default for all voids

When It Fires: When a transaction is successfully voided

Voids occur when a transaction is cancelled before settlement (typically same day). Different from refunds which reverse settled charges.

The system prioritizes offer-level responders over campaign-level responders - if configured at offer level, the campaign responder will not send.

Subscription Renewal Reminder

Where to Configure: Offer Cycle

When It Fires: X days before the renewal date (configurable)

Set at the cycle level with configurable timing for when to send the reminder before the scheduled renewal.

Subscription Cancelled

Where to Configure: Offer

When It Fires: When a subscription is cancelled

Fires when a subscription is cancelled, ending future renewals.

Subscription Reactivated

Where to Configure: Offer

When It Fires: When a cancelled subscription is resumed

Triggered when a previously cancelled subscription is reactivated.

Subscription Paused

Where to Configure: Offer

When It Fires: When a subscription is temporarily paused

Fires when billing is temporarily suspended for a subscription.

Subscription Unpaused

Where to Configure: Offer

When It Fires: When a paused subscription resumes

Triggered when a paused subscription is resumed and billing will continue.

Subscription Expired

Where to Configure: Offer

When It Fires: When an expiration date is reached

Fires when a subscription reaches its defined end date.

Subscription Expiring Warning

Where to Configure: Offer

When It Fires: X days before expiration (configurable)

Sends a warning before a subscription expires, with configurable timing.

Shipment Posted to Fulfillment

Where to Configure: Offer Cycle

When It Fires: When an order is sent to the warehouse

Triggered when the order is transmitted to the fulfillment center but before actual shipment.

Shipment Shipped

Where to Configure and Hierarchy:

Offer Cycle: Overrides Offer and Campaign settings
Offer: Overrides Campaign settings
Campaign: Default settings

When It Fires: When tracking number is added to a shipment

Fires when a tracking number is added to a shipment.

The system prioritizes the most specific level - if configured at offer cycle level, both offer and campaign responders will not send. If configured at offer level, the campaign responder will not send.

Example Usage:

Set at Campaign: General "Your order has shipped" for all products
Set at Offer: Product-specific shipping message (overrides campaign)
Set at Offer Cycle: Cycle-specific message like "Your Month 2 supply has shipped" (overrides both)

Shipment Delivered

Where to Configure and Hierarchy:

Offer Cycle: Overrides Campaign settings
Campaign: Default settings

When It Fires: When carrier marks package as delivered

Triggered when the shipping carrier confirms delivery.

The system prioritizes offer cycle responders over campaign-level responders - if configured at offer cycle level, the campaign responder will not send.

Shipment Return Request

Where to Configure and Hierarchy:

Offer Level: Overrides Campaign level for specific offers
Campaign Level: Default for all returns

When It Fires: When customer initiates a return

Fires when a return is requested and an RMA number is generated.

The system prioritizes offer-level responders over campaign-level responders - if configured at offer level, the campaign responder will not send.

Shipment Return Received

Where to Configure and Hierarchy:

Offer Level: Overrides Campaign level for specific offers
Campaign Level: Default for all returns

When It Fires: When return is checked in at warehouse

Triggered when the returned items are received and processed at the warehouse.

The system prioritizes offer-level responders over campaign-level responders - if configured at offer level, the campaign responder will not send.

Gift Received

Where to Configure: Offer

When It Fires: When a gift order is placed for recipient

Sent to gift recipients with gift claim information.

Gift Claimed

Where to Configure: Offer

When It Fires: When recipient claims their gift

Fires after a gift recipient successfully claims their gift.

Gift Claimed Notice

Where to Configure: Offer

When It Fires: Notifies the gift giver when gift is claimed

Sent to the original gift purchaser when the recipient claims the gift.

Reward Profile Referral

Where to Configure: Reward Profile

When It Fires: When a referral action is completed

Part of the rewards system, fires when referral activities are completed.

Reward Profile Progress

Where to Configure: Reward Cycle

When It Fires: When a reward milestone is reached

Triggered at specific milestones in the reward cycle.

Reward Profile Cycle

Where to Configure: Reward Profile

When It Fires: When a reward cycle completes

Fires at the completion of a full reward cycle.

Shipment Address Updated

Where to Configure: Campaign

When It Fires: When shipping address is modified

Triggered when a shipping address is changed, includes both old and new address information.

Best Practices

Start General, Get Specific

Begin with Campaign-level responders for consistency, then add Offer or Cycle overrides only when products need unique messaging. This reduces maintenance and ensures no gaps in communication.

Essential Responders Checklist

Minimum Campaign Setup:

Successful Order (order confirmations)
Shipment Shipped (tracking information)

Minimum Recurring Offer Setup:

Subscription Renewal Reminder (at Cycle level)
Subscription Cancelled

Testing Strategy

Configure Campaign defaults first
Test complete order flow
Add Offer overrides for products needing special handling
Test Cycle-specific responders with subscription products
Verify override hierarchy works as expected

Troubleshooting

Responder Not Sending

Verify responder is active
Confirm trigger event occurred
Check correct configuration level
Review override hierarchy (more specific overrides general)
Validate email/SMS provider connection

Need Help?

Setup assistance: Contact your VRIO representative
Technical issues: Submit a support ticket
Custom requirements: Discuss with your account manager
Merge tags reference: See separate merge tags documentation for available fields per trigger