Automated emails are a key part of your communication with your customers, designed to keep them informed and engaged from the moment they sign up. This guide outlines the types of automated emails your customers will receive, what triggers them, and how you can customise these communications for a more personalised experience for your customers.
Customising Your Emails
For details on customising these emails, refer to our detailed guide in this article. Customisation allows you to ensure that communications from us align with your preferences and needs.
1. Registration Confirmation
Trigger: Sent to all new customers on signing up.
Content: Customised based on delivery preferences and the contents of the upcoming box.
See image below for a validated example:
2. Password Reset
Trigger: Initiated by a customer or crew member.
Content: See The Password Reset Process for Customer
3. Purchase Confirmation
Trigger: Manual action post-delivery event creation.
Content: Order details, including delivery date and order summary.
See the image below for the template view:
See the image below for a validated example:
This email is sent upon clicking "Send Confirmation Emails."
4. Scheduled Billing Notification
Trigger: Credit card payment processing.
Content: Billing details, including amount and billing cycle. Customised based on billing model (advance or debt-based).
See the image below for a validated example:
5. Payment Reminder
Trigger: For customers without a credit card on file during billing.
Content: Reminder to make a payment to cover upcoming deliveries.
See the image below for a validated example:
6. Failed Billing Notification
Trigger: Unsuccessful credit card charge attempt.
Content: Notification of payment failure and next steps.
See the image below for a validated example:
7. Debt Notification
Trigger: Sent to any customers exceeding their debt limit after completing a delivery event.
Content: Notification of overdrawn account and suspension of subscription.
See the image below for a validated example:
8. Payment Method Expiry Reminder
Trigger: Credit card expiring soon.
Content: Reminder to update payment card details.
Not editable; example reads:
Hello Joe,
Just a heads up that the payment card on your Ooooby account expires soon or has recently expired.
To avoid any problems with your food deliveries, please update your payment card.
Kind Regards
Ooooby
9. Cancellation Confirmation
Trigger: Account cancellation.
Content: Confirmation of cancellation and information on pending payments and balances.
See the image below for a validated example:
10. Tax Invoice
Trigger: Manual action post-payment.
Content: Link to download the tax invoice.
A one-off invoice can be generated by clicking on the "invoice" option in a customer's Transaction History.
This can be set in a customer's account to be automatic, so that when the customer makes a payment, it will send them a link to download a tax invoice.
Navigate to Customers Overview > Account > More Options > Edit Payment Details > Check "Requires Tax Invoice" Box > Save payment details
Here is an example of an Ooooby Tax Invoice:
11. Cooler Box Reminder
Trigger: A day before home delivery with chilled items.
Content: Reminder to prepare a cooler box for delivery.
See the image below for a validated example:
12. Pause Confirmation
Trigger: Sent to customers when their subscription is paused.
Content: Pause dates and next scheduled delivery date
See the image below for a validated example:
13. Resume Order Confirmation
Trigger: Sent to customers when they resume a subscription or order 'one more box'.
Content: Order resume date
See the image below for a validated example:
14. Pause End Notification
Trigger: Sent to customers when their subscription pause is about to finish and they're due for another delivery.
Content: Order reminder and next scheduled delivery date.
See the image below for a validated example:
15. Customer Promo Code
Trigger: Creation of a refer a friend type code
Content: Personal promo code generation sent to all active customers.
Note: The sent email reads Kind Regards and not "High Five" 😊
Need More Help?
Our team is always here to support you. For more detailed instructions or assistance, feel free to contact us directly.