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Email Notifications V2 

Information

Documentation of the previous version of email notifications (Email Notifications V1) is separate.

Introduction 

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.

Note
  • Sending multi lingual emails (i18n) and Consolidated Invoices are not supported in Email Notifications v2
  • The previous version (Email Notifications V1) and the new version of Email Notifications will be available in your Chargebee Site. You can choose either of the versions to send emails to your customers. Only one version will function at a time.
  • 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.

Note

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 Emails and Invoices > Email Notifications
You will find the option to ‘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 set up profiles of the senders. 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 from this profile.

Note
  • 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 isn't applicable for CC/BCC set up, you need to manually enter the email address for CC/BCC

Header

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.

CC/BCC

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.

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

Footer

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.

Note
  • 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 four:

  • Subscription Management
  • Invoices & Payments
  • Customer Retention
  • Self-Service Portal Mails

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.

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 the refund related 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 sent 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.

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.

Note
  • 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.

Note

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 and retention.

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

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.

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 V1

Email Notifications V2 (Dry Run) - Chargebee will generate but not send emails generated via V2

Note

Contact support@chargebee.com  to enable Dry Run mode for your Chargebee site

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.

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.

Here's how the option works:

  1. Let's assume you are using Email Notifications V1
  2. Contact support@chargebee.com  to enable Email Notifications V2 in Dry Run mode
  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)

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.

Prerequisites:

  • 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 > Email Notifications > Invoices and Payments > Payment Failures and Dunning Profiles.

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 

Chargebee keeps a track of the customers who leave items behind in the cart without checking out. This feature is called Abandoned Carts. Based on the email ID used by the customer while adding the items to the cart, you can use Chargebee to send reminder email notifications to the customer about the items that were left behind.

You could send multiple email reminders to the customer. To configure the email notifications and their content, navigate to Settings > Email Notifications > Cart Abandonment Emails > Abandoned Cart Reminders.

You can schedule multiple notifications to be sent to the customer in certain intervals varying from minutes, hours to days.

Note
  • Available only in selected plans. To know more, visit Chargebee's Plans and Pricing page.
  • The first email reminder can be scheduled to go after 30 minutes, not before.
  • The link for completing the purchase becomes invalid after 3 days i.e., the customer should checkout the cart within 3 days.

FAQ 

How to upload logos in the new version of the Email Notifications?

To configure branding in Chargebee, navigate to Settings > Configure Emails and Invoices > Customize Styles and you'll be given the options to add a logo. To know more, checkout Chargebee's Branding  page.

On what events can you set up reminder and follow-up emails with Chargebee's email notifications?

Chargebee sends emails for trial reminders and follow-ups, subscription renewal (reminder), payment method expiration (credit/debit card expiry), subscription expiry as well as subscription cancellation. Here's a summary:

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