Service Emails
Service emails keep customers informed about billing events that require awareness or action.
Use service emails for operational communication, not marketing campaigns.
Email types
| Trigger | Customer action | |
|---|---|---|
| Welcome | Customer or workspace onboarding. | Confirm account or contact details. |
| Quote sent | Quote is sent to prospect or customer. | Review and accept proposal. |
| Invoice issued | Invoice is posted or sent. | Review invoice and pay if needed. |
| Payment succeeded | Payment is completed. | Keep receipt for records. |
| Payment failed | Payment attempt fails. | Update payment method or contact support. |
| Payment reminder | Invoice remains unpaid. | Pay before due date or retry date. |
| Suspension warning | Dunning rules approach suspension. | Resolve payment issue. |
| Service suspended | Suspension rule is executed. | Contact support or pay balance. |
Content guidelines
Every billing email should include:
- Company name.
- Customer name or account reference.
- Invoice or quote number where applicable.
- Amount due or payment status.
- Due date or retry date.
- Clear next action.
- Support contact.
Deliverability checklist
- Sender domain is verified.
- Reply-to address reaches billing support.
- Test emails render correctly on desktop and mobile.
- Payment links point to the correct environment.
- Live mode emails are not sent during test runs.
Dunning emails
Dunning emails should be configured with the failed payment policy:
- Payment failure notice.
- Reminder before retry or due date.
- Warning before suspension.
- Suspension notice if configured.
Use dry run before executing dunning actions so operators can review the affected customers.