Ability to edit the Decline Notice and the Recurring Billing notification emails
As a customer, can you imagine getting an email one year after you made your purchase saying: "As per your instruction, we tried to bill your credit card...for XYZ product"...no details about the product, when you purchased or anything else other than the company's URL. That's exactly what your recurring customers are seeing right now.
We need a way to customize these notification emails so the buyer can make an informed decision of whether he/she wants to continue with the subscription or not.
As it is right now, it looks unprofessional and very fishy.
As part of our January 2014 release we have introduced new functionality that allows you to customize any notification that is sent to your customers during their recurring billing lifecycle.
You can view and edit these messages under the new Setup >> Recurring Orders section on the Customer Notification tabs. There are a set of unique merge codes for each message so that you can merge the relevant details about their recurring subscription. Messages can be created in Text, HTML or MIME format.
Thanks for sharing your ideas and feedback!
For this notification, it is currently sent 3 days prior; this cannot be modified. Also, there is no way to exclude a particular product when it is enabled.
However, we had anticipated short cycle billing scenarios, and set a hard and fast rule that products that billed in cycles less than 7 days would not trigger this email. It looks like in your scenario the notifications would be sent.
Justin, I am confused as to the "Reminder of an Upcoming Charge" email. There seems to be no way to set the date this goes out. According to the default text, it seems as though it will go out 3 days prior to a charge – is that correct? Can it be changed? Also, is there a way to take a particular product off of this default setting? For instance, if I have a product that is a weekly charge, 4 weeks in a row, I might not want to have the "Reminder of an Upcoming Charge" email sent.
Thank you in advance for your answer!
Daniel T. commented
Moved more of my votes to this topic.
The declined recurring notice email looks very unprofessional. I understand your team did their best to create a generic legally sufficient email, but these emails reach our customers COMPLETELY DEVOID OF OUR BUSINESS' PERSONALITY! They come off as COLD and strangely android-like. NOT how I want to be interacting with my customers at a touchy moment such as a card having been declined and would they mind updating their billing info.
Thanks for considering this one.
Verbum Domini Apostolate commented
I concur with Andy. Over two years ago this flexibility was suggested. Why the failure to provide it?
Daniel T. commented
Yes. These especially, but really *all* emails sent to customers on our behalf should have the opportunity to be customized.
Is this coming with the new Customer Portal feature for recurring billing?
Is this feature available yet? It's been a year.
Worth Godwin Productions LLC commented
I go to great lengths to write my newsletter in my own voice and in a style people respond to and (largely) enjoy. I make it feel like a personal communication from me, and people respond well to this.
But then they get this highly impersonal "as per your instruction" email and it is basically the one place where it feels like some kind of corporate and artificial communication and it turns people off.
This really needs to change.
This is a huge problem for me because my customers think they're paying for something again when they're not -they're actually being billed for something they agreed to be billed for in the recurring. They get confused and forget. This causes me to lose recurring revenues.