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Payment notification template

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Payment notification template
February 01, 2019 Anniversary Wishes 2 comments

Dunning emails notify users about their credit card expirations and failed payments. These emails solve a pervasive problem at companies of.

How can I remove the online payment link from my invoice notification mail?

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,

  • Go to SettingsEmail TemplatesInvoice Notifications.
  • Edit the content to remove only the particular text which directs the customer to the online payment gateways.
  • Save the modified template as your default invoice mail.
  • Now, all the invoice notifications you send out will look like this, devoid of the text requesting online payments.

3) Alternatively, if your transactions are going to include Both online and offline payments equally,

  • Go to Settings – Email templates – Invoice notifications
  • Modify the invoice template by removing the text relating to online payment gateways as instructed above, but save it as a new invoice template and not your default one.
  • You now have two invoice templates, one with the text directing the customer to online payment gateways, and the other without this text.
  • Now set one of these two templates as the default invoice template for each of your contacts, depending on their method of payment. You can do this by opening each contact, clicking on the ‘Settings’ icon and selecting the option ‘Associate Templates’.
  • Now, the online payment link will only appear in invoice notifications sent out to customers who are required to pay online.

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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.

Late payment letter – templates, tips and government help

payment notification template

Email Notifications v2 

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.


  • Some features are available only in selected plans. To know more, visit Chargebee's Plans and Pricing page.

Setup Email Notifications 

  1. Customize Email Branding
  2. Setup Email Template
  3. Configure Email Notifications
  4. Set up SMTP (optional)

Customize Email Branding 

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.

Customize Master Template 

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:

  • Sender Addresses
  • Header
  • CC/BCC
  • Subject Prefix
  • Footer

Sender Addresses 

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.


  • Sender profiles are different from the users in your site. The owner will have a default sender profile created. Other sender profiles should be added manually.
  • Sender profiles can be edited only until the Sender Address is unverified. Following verification, addresses cannot be edited and can only be removed.
  • If you have Action Emails v2 enabled, you would have the option to allow team members to use their email addresses as from addresses in Action Emails. Enabling this option would allow team members to add and use their email address as from address.
  • Sender profiles are not applicable for CC/BCC set up, you need to manually enter the email address for CC/BCC.


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.

Subject Prefix

You can configure a default subject prefix which should be used for all emails.


  • Subject prefix cannot be overridden at email notification level.
  • ‘[Test]' will be a default prefix in emails send from Test Site.


Footer consists of 3 sections, where you can:

  • Add notes
  • Add self-service portal details
  • Add social media links

You can override the details at the individual email notification level.


  • You can override the templates by editing individual email notifications.
  • Links added by Chargebee in the test mails are inactive.

Once the template is ready, you can send a test email to check how the email will look on the other end.

Configure Email Notifications 

The email notifications sent to your customers, by Chargebee, are broadly categorized into:

  • Subscription Management
  • Invoices, Credit Notes & Payments
  • Revenue Recovery
  • Customer Retention
  • Self-Service Portal Emails
  • Cart Abandonment Emails
  • Gift Subscriptions

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.

Add Notification 

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:

  1. Information Overview Section: The content of this section is based on the email event. It ideally consists of the general information such as the charge, date, card details and so on. The information will vary based on the nature of the email.
  2. Customer Details Section: This section will add your customer's details. You can choose the information you want to display from the given list.
  3. Subscription Details Section: In this section, you can choose to add the customer's Subscription ID, PO number, Plan, Addons.
  4. Address Details Section: You can add either the customer's billing address, shipping address or both.

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.

Email Options:

  • Attach Invoice: The option will let you attach the invoice generated in PDF format.
  • Attach Credit Note: You can attach a credit note to a refund related email, subscription is changed email or a subscription cancellation email. 
  • Don't Attach Zero Value Invoices: Zero value invoices are generated in cases say when the customer uses a coupon and total amount comes down to zero. With this option, you can choose not to attach the Zero value invoice with the email.
  • Don't Send Email for Zero Value Invoices: Checking this option will not send the email notification when the invoice is a Zero Value Invoice.
  • Don't Send Email for Zero Value Estimated Invoices: While sending reminder emails, Chargebee calculates the billing estimate. You get a Zero Value Estimated Invoice if the total amount of the estimate is ‘0'. With this option, you can choose not to send the email notification when the total amount of the estimate is ‘0', i.e., no email will be sent when the invoice generated for the estimate is a Zero Value Estimated Invoice.
  • Send to Account Contacts/ Send to Billing Contacts: You can choose whether to send to Account / Billing
    contacts which contact the email should be sent. Click here to know how to set account contacts and billing contacts for a customer.

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.

Set up Segments 

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.


  • Some features are available only in selected plans. To know more, visit Chargebee's Plans and Pricing page.

In email notifications, segmenting your customers will help you set a target audience for a specific email.

How to create a segment? 

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.

Email Workflow and Prioritization 

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.

SMTP Settings 

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.

Reminders and Follow-ups 

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.

Set up Reminders 

You can set up reminders to be sent to your customers in the following events:

  • Subscription Trial Expiry
  • Subscription Renewal
  • Subscription Cancellation (for non-renewing subscriptions)
  • Card Expiring
  • Cart Abandonment
  • Unclaimed Gift

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.

Multiple Reminders

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.
For example,

  • 3 days before the card expires
  • 15 days before the card expires
  • 30 days before the card expires

Set up Follow-ups 

You can set up follow-ups for the following events:

  • Welcome mail followup
  • Trial Expiry
  • Payment Method (Credit/Debit card )Expiry
  • Subscription Expiry and Cancellation

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.

Dry Run Mode [Recommended for Live sites] 

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:

  1. Let's assume you are using Email Notifications v1
  2. When you swtich to Email Notifications v2, Dry Run mode will be enabled by default
  3. You design an email notification in your Live site via v2
  4. You can compare and review the emails generated via v1 and v2 (from Email Logs)
  5. If you're ready to move your email notifications to Chargebee's Email Notifications v2, you will find the option to swtich over.

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 to Live [For Test sites only] 

(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.


  • Email Notifications v2 should be enabled in your Live site [Recommended: Dry Run Mode is enabled, before publishing your emails to customers]
  • Ensure Branding is set up in your Live site
  • It is recommended to maintain the same set of segments/filters in your Live & Test site
  • ‘Multiple Segments' is a plan specific feature. Ensure you're signed up for the right plan to have Multiple Segments enabled in your Live site. Refer Plans and Pricing  to know more.

Here's how Push to Live works:

  • You create an email notification in your Test site
  • Test the email notification
  • Click on ‘Push to Live' when it's ready
  • Find the email notification in your Live site (in Draft status)
  • Hit Publish.

Dunning Email Notifications 

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:

  • Enable or disable email notifications for each attempt
  • Edit the email notifications that are sent for each attempt.
  • Add new notifications for an attempt which can be sent to segment of customers

Abandoned Carts 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.

Invalid Payment Method 

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:

  • Reminder for card expiry
  • On card expiry
  • Follow up email for card expiry
  • Request payment method
WATCH THE VIDEO ON THEME: Shopify. How To Edit "Notifications" (Email Templates)
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Late Payment Letter Templates and Advice

payment notification template

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.

Steps to Send Payment Notification for Paid Invoices

  1. Log in and access Invoices App from your universal navigation menu bar.
  2. Create a New Invoice or select an existing paid invoice from "Paid" status. 
  3. Click on “Send Payment Notification" button. Note: Only the paid invoice have "Send Payment Notification" button.
  4. You can view “Compose" popup with invoice PDF, as shown in the image below:
  5. You can also select message template from "Template" drop down.
  6. Click on “Send” button to complete.

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.

How can I remove the online payment link from my invoice notification mail?

payment notification template

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.

What should a late payment letter include?

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:

Late payment letter 1: polite nudge

  • your company name and address
  • recipient’s name and address
  • today’s date
  • a clear reference and/or any account reference numbers
  • the amount outstanding
  • original payment due date
  • a brief explanation that no payment has been received
  • next steps (you could give the recipient the opportunity to contact you and/or pay within a specific number of days)
  • payment options
  • reference to your payment terms

Late payment letter 2: firm reminder/late payment charges letter

  • your company name and address
  • recipient’s name and address
  • today’s date
  • a clear reference and/or any account reference numbers
  • the amount outstanding
  • a reference to your polite nudge or last communication
  • a brief explanation that payment is still outstanding, and any charges that may be added in line with your payment terms (and current government legislation)
  • next steps, including a cut-off payment date
  • payment options
  • reference to your payment terms

Late payment letter 3: final notice/letter before action

  • your company name and address
  • recipient’s name and address
  • today’s date
  • a clear reference and/or any account reference numbers
  • the breakdown of the total amount outstanding, including any additional charges/interest
  • a reference to your reminder letters or last communication
  • a brief explanation that payment is still outstanding and now in breach of your payment terms
  • explanation of any further costs added
  • next steps, including a final cut-off date and consequences for failure to pay (this will depend on your debt recovery arrangements)

Outstanding payment letter template

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.

Late payment letter online tips and resources

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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payment notification template
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