Dunning emails notify users about their credit card expirations and failed payments. These emails solve a pervasive problem at companies of.
You can tackle this problem in many ways, depending on how commonly you receive online payments from your customers.
1) In case you require your customer to make an offline payment for the invoice (and hence need to temove the online payment link) just once or twice, you can simply just manually remove the redundant text pertaining to online payment, before sending the invoice notification mail out.
2) In case you commonly receive offline payment, you can draft your invoice mail to exclude the link to online payment without having to manually edit it each time. To do this,
3) Alternatively, if your transactions are going to include Both online and offline payments equally,
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Follow these instructions to create an overdue payment notification: You can use the Account Overdue Notice template as a starting point.
We have updated our security policy to verify existing sender(from)addresses. Please verify them in your Chargebee user interface under the Manage From Addresses page.
Email is a prime channel of communication with your customers.
Chargebee can send emails to your customers on your behalf. The emails can be triggered for subscription, payment & invoice, customer retention and self-service related events.
With Chargebee, you can customize the style, template and content of the email notifications that Chargebee sends to your customers.
The emails will be compatible and responsive across all platforms. You can customize your emails and enable them individually.
Every email that your customer receives should look and feel like it's been sent by you.
Chargebee gives you the option to customise the way your email looks. This will help you align the emails that are sent by Chargebee with your branding.
To know how to set up your branding with Chargebee, check out Chargebee's Branding page.
Logo displayed on an invoice can be changed only using Customize Branding Styles option. You can no longer change the logo in an invoice in Customize Invoice & Credit Note Settings page (by navigating to Settings > Customize Invoice & Credit Note). The existing logo will show up in your branding page.
All of the emails you send out should look uniform. The master template allows you to customize elements that appear across all the emails you send out so they remain consistent from your customer's point of view.
Once the branding is in place, here you get to choose the information each email should contain by default. To get there, navigate to Settings > Configure Chargebee > Email Notifications
You will find the option Customize Master Template
Here's what you can configure in the master template:
This feature helps you setup Sender Profiles. A Sender Profile consists of an email address, name, reply-to and a signature; this information will be added to all the emails that are sent using this profile.
To add a new Sender Address, log into your Chargebee user interface and navigate to Settings > Configure Chargebee > Email Notifications > Manage From Address > Add New
Verifying Sender Addresses
Click Verify against each sender address that has a verify prompt associated with it. The respective address would then receive an email requesting consent for being added as a Sender Address. Following affirmation, the email address will be made available in the sender address list.
All the existing Sender Addresses, excluding the owner and team members' email ids should be verified. Emails could still be sent using the existing unverified addresses until the deadline.
For every new Sender Address being added, which is different from the team members' email ids, verification is mandatory prior to being used in emails.
The logo/icon that you have configured in Chargebee's Branding page will be displayed in the header. You also have the option to add a normal text in the header in the template.
You can choose from the logo, icon, or normal text to be displayed at the top of your email and set its alignment.
You can override these details at the individual email notification level, if you want a particular email to break convention.
Include one or more cc/bcc email addresses which are comma separated.
You can override the email address at the individual email notification level.
You can configure a default subject prefix which should be used for all emails.
Footer consists of 3 sections, where you can:
You can override the details at the individual email notification level.
Once the template is ready, you can send a test email to check how the email will look on the other end.
The email notifications sent to your customers, by Chargebee, are broadly categorized into:
Within each category, there are default email notifications available.
You can either edit, make changes to the default email notifications or create your own email notifications.
The ‘Add Notification' option in each category will allow you to create emails. You can create your own emails based on the events in each category. The following are the features you can use:
Customising Email Content: You can either edit the default content, or add your own.
Mail Merge fields help you add further information you want to display in the subject and the mail body. You can setup a fallback for cases where in case value is not present.
Segments: Here, you set the targeted audience of the email. There are preset filters you can choose from. You can also create your own filters by clicking on the ‘Manage Filters' option and choose a custom segment to whom the email should be sent.
Read further to know more about setting up segments.
Add Text : You can add text content.
Insert Image: Adding an image to the email is made easy with this option.
Add Button: You can add buttons in the email. You can name it and attach a link to it.
Add Section: The following sections can be added to an email:
Draft: The changes you made to the email will be saved automatically and you can work on it later if you'd like.
You can use the option Discard Draft to go back to the original message and drop all the changes that you made before publishing it. View Published Version option will let you preview the published version of the email. Reset to Defaults will bring back the preset content from Chargebee.
Send Test Mail: You can send a mail out to preview how the email looks.
Import HTML: To send emails in a format that you've designed, instead of using Chargebee's templates, you can paste the HTML code for the email using this option. Chargebee supports only inline CSS styles.
Publish: Once you're ready with the final draft and are ready to send the email out, you can choose this. This option will ideally enable the new email notification and start sending mails to your customers.
You are likely to have had troubles in the past in sending emails to a specific segment of customers, maybe to send a reminder, or an offer, or even an invoice.
Chargebee allows you to filter/segment your customers the way you like, so you can create and send targeted emails.
Segments are customised filters that help you filter your customers. You can add multiple filters to create one segment.
In email notifications, segmenting your customers will help you set a target audience for a specific email.
To create an email and send it to a segment of customers, follow the steps below:
Step 1: Click on ‘Add Notification' option and choose the event which the email is being sent for
Step 2: Click on ‘Manage Segments'
Step 3: You will now find a list of filters and an option to ‘Create New Filter'
Step 4: You can now create filters with desired search criteria and these filters will be used for Segments.
The filters will vary based on the context of the email.
There are a list of events that occur when a customer checks out through Chargebee - subscription is created, payment is processed, invoice is created, and a customer profile is created.
Chargebee will send one email when a customer checks out containing customer and subscription info, invoice info, payment info based on details relevant for each customer.
Chargebee will not send an email notification for each event individually.
Here's a sample scenario -
A subscription is created and payment is successful:
In Email notifications v1, four (4) emails will be sent (assuming all the notifications are enabled in your email settings):
In version 2 of Email notifications -
Scenario 1: Assuming all the notifications are enabled, only one email will be sent.
Scenario 2: Assuming ‘Subscription Created' notification is disabled, only one email will be sent.
Scenario 3: Assuming ‘Subscription Created' notification is enabled, and target segment is ‘PRO Plan' customers alone and only one email will be sent.
Email notifications can be sent out to your customers using either Chargebee's SMTP server or your own SMTP server.
To know more, visit Chargebee's SMTP Configuration page.
Sending reminders and follow-ups are helpful for you as well as your customers. With Chargebee, you can send emails to remind and follow-up about subscription, payments, retention and gift subscriptions.
You can set up reminders to be sent to your customers in the following events:
To add a reminder, you should navigate to the specific event in the category of emails and choose to add a notification. You'll then be asked to choose the reminders and give the number of days as well as the segment of customers to be sent to.
If you would like to remind your customers about an upcoming event, Chargebee offers automatic email reminders, which you can configure to go out at a particular day before the event.
You can set up follow-ups for the following events:
To add a follow up, you need to navigate to one of the events mentioned above, and choose the follow-up email. You have to the mention the number of days after the given event and also the segment of customers who will receive the email.
Available only in selected plans. To know more, visit Chargebee's Plans and Pricing page.
To test how every email configured in your Chargebee site will look like in Email Notifications v2, Dry Run mode will help you with that.
Email Notifications v1 (Actual) - Chargebee will send emails as configured via Email Notifications v1
Email Notifications v2 (Dry Run) - Chargebee will generate but not send emails generated via Email Notifications v2
This mode will assist you in comparing emails generated as part of Email Notifications v1 and v2. To bridge the gap in understanding how both the versions of emails would look like to your customer, you can use the Dry Run mode.
Here's how the option works:
Chargebee saves a copy of every email that was sent in Email Logs. To access Email Logs, navigate to Subscriptions > Email Logs.
When Dry Run mode is active, the email logs will contain 2 copies of every email that was sent through Chargebee.
Though the context of the emails are the same, the design, style, format and settings for configuration of both Email Notifications v1 and Email Notifications v2 are different from each other.
(push email configuration from Test site to Live site)
Chargebee encourages you to try out Email Notifications v2 in your Test site up to your satisfaction. The settings are the same as they would be in the Live site.
However, replicating the same changes in the Live site that were made in the Test site, is difficult and time consuming.
Chargebee has a solution for the same, it's called Push to Live.
The emails that are configured in your Test site can be pushed to your Live site, one by one, given the configurations in Test site are the same as the configurations in Live site.
Here's how Push to Live works:
A recurring payment can fail due to one or more reasons. Dunning is way of re-trying to capture a payment that is due. To know more about dunning and how it is set up in Chargebee, check out this page.
You can send multiple mails during each dunning attempt. To configure the email notifications and their content, navigate to Settings > Configure Chargebee > Email Notifications > Dunning for Online Payments/Dunning for Offline Payments.
After setting up how dunning is managed in your Chargebee app, here you can configure and enable email notifications that need to be sent for each online and offline dunning attempt. You can send separate notifications with exclusive content for each attempt.
Here's what you can do with the dunning email notifications:
Available only in selected plans. To know more, visit Chargebee's Plans and Pricing page.
Sometimes customers abandon the checkout process leaving items in their cart. Such cart details are recorded by Chargebee for 30 days when the feature is enabled. You can send emails to such customers reminding them about their abandoned carts so that they may finish checking out.
To configure the email notifications and their content, navigate to Settings > Configure Chargebee > Email Notifications > Abandoned Cart Reminders.
The reminder emails can be configured to be sent from 30 minutes, to up to 30 days of cart abandonment. Multiple such emails can be configured.
When a direct debit payment fails, the payment method is marked as Invalid. You can configure the email notifications that are to be sent to the customers from the Invalid Payment Method section.
To configure these notifications, navigate to Settings > Configure Chargebee > Email notifications > Invalid Payment Method
Chargebee allows you to configure the following emails:
Whenever the invoice has been marked as paid, you can send payment notification to that customer. You have the default template attached to the email. However, if you wish to customize the message template for payment notification you can configure it through "Message Templates" setting.
The best solution to this is to issue a late payment notification to the defaulting party. This will remind them that the payment is still due and the.
Also known as an ‘outstanding payment letter’ or ‘debt recovery letter’, a tried and perfected late payment letter template is a handy tool to have on file.
Here’s our guide to writing a polite nudge, clear reminder and final notice – check what works for you and start cutting down the chasing emails.
Most of the time, late payment can be easily settled with a quick email to your customer, gently reminding them that payment is overdue. When that doesn’t work, however, or you get no response, a letter in the post can help to formalise the situation. Make sure you’ve got an up-to-date address for correspondence, and keep a copy and record of everything you send and receive.
To get you started, here’s a quick run-down of what an outstanding payment letter should include, when to send a ‘nudge’ and how to take further action, if necessary.
Hopefully you’ll only ever need to send one polite nudge for late payment. But if not, you may need a couple of other templates to get the message across, including a firm reminder and a final notice letter.
These are the basic details each letter needs to include:
Here’s a late payment letter template, giving a reminder of the amount outstanding and due date, plus next steps.
You’ll need to edit this according to your business and circumstances, for example it might be more appropriate to mention a specific invoice that hasn’t been paid, rather than an overdue account balance.
It’s worth staying up-to-date with Simply Business, as we’re always checking the most recent legislation and guidance for small businesses, especially when it comes to finance and legal issues. Subscribe to our monthly newsletter and check our legal and finance hub for regular updates.
Still having issues? Invoice financing experts Aldermore Bank work with small businesses every day to shelve the headache of chasing up late payments. Use our quick late payments form to get a quote from them today, using the ‘Invoice financing’ option when choosing from the menu.
And finally, you can get a lot of insight from gov.uk, especially when it comes to late payments, debt recovery and due compensation. Take a look at their hub for all the latest legislation, for quick reassurance of your rights and the proper procedures.
Remember, this article is just a guide, and it’s always worth seeking professional legal advice.
Click here to download an overdue payment reminder letter PDF
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