Email Management

• Prerequisites
• Legal Statement

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Prerequisites

• Verify the Email Management feature is enabled.
• Verify you have one of the following roles in the Merchant Portal for configuring emails:
  • Global Merchant Admin with the default Merchant Admin username and password
  • Merchant Emails Operator with the default Merchant Email Operator username and password.
  Contact your Success Manager if you cannot access the Merchant Portal or do not have permission.
• Manage your HTML content:
  • The Merchant owns the HTML for creating email.
  • Translation of the texts to other languages is handled by the Merchant.
• Familiarity with the Mustache Templating Specification and Language is required. For more information, see https://mustache.github.io/mustache.5.html.

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Legal Statement

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Create your Email Template and Text Resources

1. Create your email HTML template. Make sure to include all the default text resources and placeholders. For more information, see: Create your HTML Template TextResource Excel Format and Example Placeholders.
2. Create your Text Resources Excel file, as detailed in: Create your Text Resources File TextResource Excel Format and Example Placeholders.

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Manage your Emails

1. Log in to the Global‑e Merchant Portal.
2. Go to Configuration > Email Management. The Email Management screen opens.
   
3. Set up and manage your email template, as detailed in the screen capture above and in the following table.

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[1] Email Type

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[2] HTML Template

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Create your HTML Template

1. Write the content and design your HTML template using a tool of your choice.
   Click here to view and save an example of the HTML template
2. Add all the mandatory text resources at the correct location, as defined in the TextResources file.
3. When done, click Upload New to upload your HTML template.
4. Click Upload New to upload the text resources file have created (see Create your Text Resources File Create your Text Resources File).
5. Click Save Changes and preview your draft. Example:
   

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Modify your HTML Template

1. Click Download Current HTML template.
2. Modify the HTML text using a tool of your choice. Note that if you modify the HTML text and you do not include that new text with its translation in the text resources file, the text will not be translated.
3. Make sure you have included all the mandatory text resources at the correct location, as defined in the TextResources file.
4. Save your file as HTML.
5. When done, click Upload New to upload your HTML template.

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[3] Text Resources

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Create your Text Resources File

1. Create your text resources file by using the format and example TextResources file.
2. Make sure to add all the mandatory text resources as defined in the TextResources file.
   By default, you must define the language of all text resources in English.In the text resources file, the column “English - United Kingdom” must always contain text in English. This text is used as a basis for the translation to other languages.
3. Save your file as Excel.
4. When done, click Upload New to upload your TextResources file.
5. Click Save Changes. After uploading your text resources, if you have included the text resources in your HTML Template (see [2] HTML Template,) you can preview your email with the placeholders of the text resources. Example:
   
   
   See: Placeholders for the list of supported placeholders. Preview an Order to view how the template with the placeholders converts to actual data.

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Modify Text Resources

1. Click Download Current text resources file.
2. To modify English Text Resources, modify the text in the column English – United Kingdom.
3. To modify Text Resources in Other Languages:
   1. Translate the TextResource you have modified under the column English - United Kingdom to the target language.
   2. Add the translation of each text resource in the corresponding language column and row (cell).
4. Click Upload New to upload your file.

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Add a New Text Resource

1. In your HTML template, add the new text resource at the correct location. For example: {{TR_NewSaltutation}}
2. In your TextResources Excel:
   1. Add a new row for the new text resource.
   2. Mandatory: Add a description in the column English – United Kingdom. Note: English UK must be filled as it is used as the basis for translations.
   3. To add Other Languages:
      1. Make sure you have added a column for the target language.
      2. Translate the text you have added under the English - United Kingdom column to the target language.
      3. Add the translation of each text resource in the corresponding language column and row (cell).
   4. When done, click Upload New to upload your TextResources file.
3. HTML template:
   1. Make sure you have added all the required TextResources in your HTML template.
   2. When done, click Upload New to upload your HTML template.

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Remove a Text Resource

• The HTML template
• The TextResource Excel

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[4] Save your Template and Preview your Changes

1. Select Draft or Publish mode, as required.
2. When you are satisfied with your modifications, click Save Changes. and preview your changes.
3. If you are in draft mode, you can edit the draft at a later stage.
4. Optional: Click Discard Changes if you do not wish to save your changes.

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[5] Preview the Language

1. Select Draft or Publish mode, as required.
2. Select the language you wish to preview.

• You must have translated the text in the TextResources Excel file for the text to be displayed in the selected language.
• Static text is text that has not been defined as a Text Resource. Static text is not translated or modified. If you have included static text in your HTML template and you wish to translate it, you must first define it as a text resource in the TextResources (Excel), provide the translation, and upload your modified text resource.
• You can modify the Sender and the Subject line in the text resources.

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[6] Preview an Order

1. Select Draft or Publish mode, as required.
2. In Preview an Order, enter the order ID or the Merchant ID.
3. Select Show Order Values in the device previews. This option toggles the preview between the placeholders and the real data. When selecting this option, the preview area shows the template with the data taken from the real order. The placeholders in the template are converted to actual data.

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[7] Test your Setup - Send a Test Email

1. Click Send Test. The Send test email box opens.
   
2. In the Send test email box:
   1. Enter the Order ID.
   2. Select the Email Type.
   3. Select the language.
   4. Select the Version: Draft or Publish
   5. Enter the email address to which the test should be sent.
3. Click Send. A confirmation message is displayed.
4. Open the email and review it.

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[8] Publish your Changes

• Click Publish to submit your final changes to Global‑e. A confirmation message is displayed.

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Revert your Published Changes (Optional)

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Using Custom Fonts

• Use Web-Safe Fonts as Fallbacks
  • Always specify a web-safe font as a fallback in case the custom font does not load.
  • Common web-safe fonts include Arial, Verdana, Georgia, and Times New Roman.
• Host Fonts Appropriately
  • Host the fonts on a reliable server or use a service like Google Fonts or Adobe Fonts.
  • Ensure that the font files are compressed (e.g., WOFF or WOFF2 format) to minimize loading time.
• Use Inline CSS for Font Integration
  • Apply custom fonts using inline CSS within the <style> tag or directly within HTML elements. Example:
     <style>
     @font-face {
     font-family: 'CustomFont';
     src: url('https://your-server.com/fonts/customfont.woff2') format('woff2');
     }
     .custom-text {
     font-family: 'CustomFont', Arial, sans-serif;
     }
     </style>
     <p class="custom-text">This is custom font text.</p>
    
• Test Across Multiple Email Clients
  • Different email clients render fonts differently. Test emails across popular clients to ensure the custom font displays.
  • Pay attention to mobile clients as well.
• Limit the Use of Custom Fonts
  • Use custom fonts sparingly, reserving them for headers or branding elements.
  • For longer bodies of text, use standard web-safe fonts.
• Consider Email Load Times
  • Custom fonts can increase the size of the email, which might affect load times. Ensure the font files are as small as possible.
  • Keep the total email size under 102KB to avoid clipping in some email clients.
• Ensure Legal Compliance
  • Verify that you have the correct licensing to use and distribute the font in emails.
• Monitor Email Deliverability
  • Custom fonts can sometimes cause deliverability issues. Monitor open rates, click rates, and spam reports.
• Fallback on System Fonts in Case of Issues
  • If any issues arise, be prepared to revert to system fonts to ensure the email remains functional.

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Moving from Testing Environment to Production

1. In the Testing environment, download the current HTML and the current text resources file.
   
   Download Current HTML
   
   Download the current text resources file
2. In the Production environment, select the relevant email type (e.g. Order Confirmed).
3. Upload the HTML downloaded in step #1.
4. Upload the text resources file downloaded in step #2.
5. Click Save Changes.
   
6. Preview and Test.
7. Click Publish.
   

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Placeholders

• Placeholders related to Orders, such as the order ID, shipping address, totals, products, and more.
• Custom placeholders to manage Text Resources, which can hold texts, translations, links, and html snippets for the header, footer, and CSS.

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Custom Placeholders

1. Include your custom placeholder values in your text resource file as keys (without {}).
2. Include the custom placeholders’ unique key {TR_Salutation} in your HTML template.

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Available Placeholders

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Customer

• {{FirstName}}
• {{LastName}}
• {{FullName}} - the recipient’s first name and last name
• {{Email}} - the recipient’s email address

<div>Dear {{FirstName}}</div>
<div>Hello {{FullName}}</div>
<div>Dear {{LastName}}</div>
<div>Your email address: {{Email}}</div>

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Order

• {{OrderReceiveDate}}
• {{OrderTrackingNumber}}
• {{OrderId}}
• {{MerchantOrderId}}
• {{MerchantInternalOrderId}}
• {{OrderConfirmedDate}}

<div> We have received your order on {{OrderReceiveDate}}.</div>
<div> Your tracking number is {{OrderTrackingNumber}} </div>
<div> Your order id is {{OrderId}} </div>
<div> Your merchant order id is {{MerchantOrderId}} </div>
<div> Your merchant internal order id is {{MerchantInternalOrderId}} </div>
<div> Your order has been confirmed on {{OrderConfirmedDate}}</div>

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Merchant

• {{CustomerSupportEmail}}
• {{MerchantName}}
• {{MerchantStatementName}}

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Shipping

• {{ShipFullName}}
• {{ShipFirstName}}
• {{ShipAddress}}
• {{ShipAddress2}}
• {{Company}}
• {{ShipState}}
• {{ShipCity}}
• {{ShipZip}}
• {{ShipPhone}}
• {{ShipCityRegion}}
• {{ShipCompanyName}}
• {{ShipCountry}}
• {{ShippingMethodName}}
• {{ShippingService}}
• {{CarrierName}}
• {{ShipVatRegistrationNumber}}
• {{ShippedTo<CountryCode>}}
  ShippedTo is a 2-letter CountryCode. For example, IL, TW, U.S. To be able to add logic per shipping country like extra-legal text for Taiwan.

{{#ShippedToTW}} // If shipping country is TW

<div>Due to recent regulatory changes for orders shipped to Taiwan, you are required to register your mobile phone number through the EZWAY Customs application, and then pre-authenticate the order once as soon as you are notified by the shipping partner (via SMS/e-mail) and via the EZWAY application to allow the Customs Clearance of the goods.</div>

{{/ShippedToTW}}

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Billing

• {{BillFullName}}
• {{BillAddress}}
• {{BillAddress2}}
• {{BillState}}
• {{BillCity}}
• {{BillZip}}
• {{BillPhone}}
• {{BillCityRegion}}
• {{BillCountry}}
• {{BillCompanyName}}
• {{BillVatRegistrationNumber}}

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Payment

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Legal Footer

• {{FooterLinks.ContactUs}}
• {{FooterLinks.FAQ}}
• {{FooterLinks.Help}}
• {{FooterLinks.ReturnPolicy}}
• {{FooterLinks.TermAndConditions}}
• {{FooterLinks.PrivacyPolicy}}
• {{FullLocalDelivery}}

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Other

• {{EmailDirection}} - Values: “rtl”, “ltr”.
• {{Culture}} - See the Culture object.
• {{Products}} - See the Products, OOSProducts, RefundProducts objects.
• {{OOSProducts}} - See the Products, OOSProducts, RefundProducts objects.
• {{OrderTotals}} - See the Order Totals object.
• {{RefundProducts}} - See the Products, OOSProducts, RefundProducts objects.
• {{RefundTotals}} - See the Refund Totals object. These placeholders are only supported in Refund emails.
• {{DisplayGiftMessageInConfirmationEmail}}
• {{GiftMessage}}
• {{IsFlashSale}}
• {{IsRaffle}}
• {{OrderEtaMessage}}

EmailDirection
<body dir=”{{EmailDirection}}”>
Your content here
</body>

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Products, OOSProducts, RefundProducts

<div>
{{#Products}}
<span>{{Name}}</span>
{{/Products}}
</div>

<div>
{{#OOSProducts}}
<span>{{Name}}</span>
{{/OOSProducts}}
</div>

<div>
{{#RefundProducts}}
<span>{{Name}}</span>
{{/RefundProducts}}
</div>

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Products, Out-of-Stock Products, and Refund Products

• {{ImageURL}}
• {{Name}}
• {{OOSQuantity}}
• {{OrderedQuantity}}
• {{Price}}
• {{ProductCode}}
• {{#Products}}{{ProductAttributesHTML}}{{/Products}}
• {{Quantity}}
• {{Size}}
• {{Url}}

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Products Attributes

{{#Products}}

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Culture Information

• {{Culture.CultureName}}
• {{Culture.CultureNameDisplay}
• {{Culture.CultureNameOriginal}}
• {{Culture.CultureProgId}}
• {{Culture.CultureURL}}
• {{Culture.IsRTL}}

<div>My culture is {{Culture.CultureName}} </div>

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Order Totals

• {{OrderTotals.OrderDiscounts}}
• {{OrderTotals.OrderSubTotal}}
• {{OrderTotals.ShippingDiscounts}}
• {{OrderTotals.TotalCustomerPrepaidRefundAmount}}
• {{OrderTotals.TotalDutiesAndTaxes}}
• {{OrderTotals.TotalDutiesAndTaxesRefundAmount}}
• {{OrderTotals.TotalGiftCardsRefundAmount}}
• {{OrderTotals.TotalLoyaltyPointsRefundAmount}}
• {{OrderTotals.TotalMoneyRefundAmount}}
• {{OrderTotals.TotalPrice}}
• {{OrderTotals.TotalProductsRefund}}
• {{OrderTotals.TotalServiceGestureAmount}}
• {{OrderTotals.TotalShipping}}

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Refund Totals

• {{RefundTotals.TotalDutiesAndTaxes}}
• {{RefundTotals.AvalaraSalesTaxes}}
• {{RefundTotals.TotalDutiesAndTaxesRefundAmount}}
• {{RefundTotals.TotalGiftCardsRefundAmount}}
• {{RefundTotals.TotalLoyaltyPointsRefundAmount}}
• {{RefundTotals.TotalPrice}}
• {{RefundTotals.TotalProductsRefund}}
• {{RefundTotals.TotalServiceGestureAmount}}
• {{RefundTotals.TotalShipping}}

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Refund Reasons

{{#IsOutOfStockRefundReason}}
<tr>
      <td>{{TR_OutOfStockRefundReason}}</td>
</tr>
{{/IsOutOfStockRefundReason}}

{{#IsShippingCostRefundReason}}
<tr>
      <td>{{TR_ShippingCostRefundReason}}</td>
</tr>
{{/IsShippingCostRefundReason}}

{{#IsNoSDDRefundReason}}
<tr>
       <td>{{TR_NoSDDRefundReason}}</td>        
</tr>
{{/IsNoSDDRefundReason}}

{{#IsCancelledOrderRefundReason}}
<tr>            
       <td>{{TR_CancelledOrderRefundReason}}</td>
</tr>
{{/IsCancelledOrderRefundReason}}

{{#IsReturnRefundReason}}
<tr>   
       <td>{{TR_ReturnRefundReason}}</td>        
</tr>
{{/IsReturnRefundReason}}

{{#IsWrongItemRefundReason}}
<tr>    
       <td>{{TR_WrongItemRefundReason}}</td>    
</tr>
{{/IsWrongItemRefundReason}}

{{#IsMissingItemRefundReason}}
<tr>            
       <td>{{TR_MissingItemRefundReason}}</td>    
</tr>
{{/IsMissingItemRefundReason}}

{{#IsDamagedItemRefundReason}}
<tr>
       <td>{{TR_DamagedItemRefundReason}}</td>
</tr>
{{/IsDamagedItemRefundReason}}

{{#IsWarrantyIssueRefundReason}}
<tr> 
       <td>{{TR_WarrantyIssueRefundReason}}</td> 
</tr>
{{/IsWarrantyIssueRefundReason}}

{{#IsLowestPriceGuaranteeRefundReason}}
<tr> 
        <td>{{TR_LowestPriceGuaranteeRefundReason}}</td>
</tr>
{{/IsLowestPriceGuaranteeRefundReason}}

{{#IsServiceGestureRefundReason}}
<tr>    
        <td>{{TR_ServiceGestureRefundReason}}</td>        
</tr>
{{/IsServiceGestureRefundReason}}

{{#IsSwappedPartRefundReason}}
<tr>    
        <td>{{TR_SwappedPartRefundReason}}</td>        
</tr>
{{/IsSwappedPartRefundReason}}

{{#IsLostInTransitRefundReason}}
<tr>     
       <td>{{TR_LostInTransitRefundReason}}</td>        
</tr>
{{/IsLostInTransitRefundReason}}

{{#IsOutOfStockItemRefundReason}}
<tr>   
        <td>{{TR_OutOfStockItemRefundReason}}</td>        
</tr>
{{/IsOutOfStockItemRefundReason}}

{{#IsCancelledPendingPaymentRefundReason}}
<tr>      
        <td>{{TR_CancelledPendingPaymentRefundReason}}</td>        
</tr>
{{/IsCancelledPendingPaymentRefundReason}}

{{#IsGiftCardRedeemFailedRefundReason}}
<tr>    
        <td>{{TR_IsGiftCardRedeemFailedRefundReason}}</td>        
</tr>
{{/IsGiftCardRedeemFailedRefundReason}}

{{#IsDamageBoxReceivedRefundReason}}
<tr>    
        <td>{{TR_DamageBoxReceivedRefundReason}}</td>
</tr>
{{/IsDamageBoxReceivedRefundReason}}

{{#IsDamagedProductReceivedRefundReason}}
<tr>  
        <td>{{TR_DamagedProductReceivedRefundReason}}</td>        
</tr>
{{/IsDamagedProductReceivedRefundReason}}

{{#IsItemNoReceivedRefundReason}}
<tr>    
        <td>{{TR_ItemNoReceivedRefundReason}}</td>        
</tr>
{{/IsItemNoReceivedRefundReason}}

{{#IsLostInShipmentRefundReason}}
<tr>      
        <td>{{TR_LostInShipmentRefundReason}}</td>    
</tr>
{{#IsLostInShipmentRefundReason}}    

{{#IsMissingItemFromOrderRefundReason}}
<tr>    
         <td>{{TR_MissingItemFromOrderRefundReason}}</td>        
</tr>
{{/IsMissingItemFromOrderRefundReason}}

{{#IsOtherRefundReason}}
<tr>       
         <td>{{TR_OtherRefundReason}}</td>        
</tr>
{{/IsOtherRefundReason}}

{{#IsProductOutOfStockRefundReason}}
<tr>       
          <td>{{TR_ProductOutOfStockRefundReason}}</td>        
</tr>
{{/IsProductOutOfStockRefundReason}}

{{#IsWrongItemReceivedRefundReason}}
<tr>     
       <td>{{TR_WrongItemReceivedRefundReason}}</td>        
</tr>
{{/IsWrongItemReceivedRefundReason}}

{{#IsWrongPriceChargedRefundReason}}
<tr>     
       <td>{{TR_WrongPriceChargedRefundReason}}</td>        
</tr>
{{/IsWrongPriceChargedRefundReason}}

{{#IsLostbymerchantandrefundRefundReason}}
<tr>    
        <td>{{TR_LostbymerchantandrefundRefundReason}}</td>        
</tr>
{{/IsLostbymerchantandrefundRefundReason}}

{{#IsGiftCardRedeemRefundReason}}
<tr>    
         <td>{{TR_GiftCardRedeemRefundReason}}</td>        
</tr>
{{/IsGiftCardRedeemRefundReason}}

{{#IsCanceledByCustomerRequestRefundReason}}
<tr>   
         <td>{{TR_CanceledByCustomerRequestRefundReason}}</td>        
</tr>
{{/IsCanceledByCustomerRequestRefundReason}}

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Currency

• {{CurrencyCode}}
• {{CurrencyName}}
• {{CurrencySymbol}}

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Return

• {{ReturnId}}
• {{RMANumber}}
• {{ReturnDate}}
• {{ReturnProducts}} - See the Return Product objects.
• {{TotalProductsRefund}}
• {{TotalShippingRefund}}
• {{TotalDutiesRefund}}
• {{TotalRefund}}

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Return Product

• {{ProductName}}
• {{ProductCode}}
• {{UnitSalePrice}}
• {{ApprovedQuantity}}
• {{TotalPrice}}

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Store Info

• OrderReplacementDeliveredToStore
• OrderDeliveredToStore

• {{Store.Name}}
• {{Store.Description}}
• {{Store.Address1}}
• {{Store.Address2}}
• {{Store.StateOrProvince}}
• {{Store.City}}
• {{Store.Zip}}
• {{Store.Phone1}}
• {{Store.Phone2}}
• {{StoreOpeningHours}}

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Tracking Info

• {{TrackingNumber}}
• {{TrackingLink}}

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Example of Placeholders in the Products Section

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Example of Placeholder Rendering in the Products Section

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Examples and File Formats

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Global‑e Default HTML Template

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TextResources (Excel)

• ResourceKey
• ResourceGroupTypeId
• ResourceGroupReferenceId
• ResourceMerchantPlatformId
• English United Kingdom (default language) - See Translation.Translation
• Translation to Other Languages - See Translation.Translation

• ResourceKey
• ResourceGroupTypeId
• ResourceGroupReferenceId
• ResourceMerchantPlatformId
• English – United Kingdom (2057)
• Additional Languages