Subscription Lifecycle Emails
Confirmation Email is sent automatically as soon as a subscriber signs up. This email cannot be configured to be disabled. Cancellation Confirmation Email is sent when a customer initiates cancellation if you have the two-step cancellation flow configured. This email is triggered by either customer care or by the customer via self-service. Cancelled Email is sent when a subscription is cancelled. If the two-step cancellation flow is configured, this email is sent once the device is confirmed to have been returned. End of Subscription Email is sent when the “end of lease term” setting is configured for a Project. This email is used in Try & Buy propositions where a subscription is automatically cancelled when the customer reaches their final month after paying enough monthly terms for the full commercial retail price.Payment and Billing Emails
Charge Notification Email is sent every month for monthly lease models, or dynamically when a new order is triggered by the customer. This occurs when the payment is initiated for activated customers. Failed Payment Email is sent after a customer has a failed payment. Firmhouse automatically retries the charge 3 times before sending this email. This needs to be enabled in your project Email Configuration settings. Outstanding Invoices Email contains an overview of outstanding invoices when a customer is marked as “non-paying”.Order and Shipping Emails
Order Announcement Email is triggered for “on demand” subscriptions when an item that can be replenished is ready. The customer can then accept, snooze, or decline the order. Order Confirmation Email is sent when you accept an order previously announced via the Order Announcement email. Order Track & Trace Email is sent when an order is shipped, including the Track & Trace code. Shipped Product Email is sent when a Track & Trace code is entered on the Subscription detail page. Note that the Order Track & Trace email is preferred as this feature is now outdated.Try & Buy Emails
Buy Now Confirmation Email is sent when someone confirms their device purchase on the purchase page. This serves as a receipt for their device purchase and is only applicable to Try & Buy subscription models. Purchase Offer Email relates to the Buy Now Confirmation email. A Purchase offer can be triggered via the portal if purchasing price and options are configured in the project. This email contains an explanation of how and for what price the customer can purchase the device they currently have on lease.Returns and Feedback Emails
Return Label Email is sent to the customer with a return label attachment to instruct them how to return their device. If no return label is available, the Cancellation Confirmation email is used as an alternative with instructions to send back the device. Device Return Reminder Email is sent one month after the cancellation of a subscription if the device has not been returned. This can be configured to be sent as often as needed after the 1 month period. Customer Feedback Email is sent at the stated month if enabled. Customer Feedback Reminder is sent as a reminder for customers to fill out their customer feedback if they haven’t done so.Self Service Center Emails
Self Service Center Login Email is sent after the customer enters their email on the Self Service Center login page, triggering the generation of a temporary login token. Be sure to include the{{subscription.login_url}} liquid tag in this email, which provides the customer with a magic link for instant access to their account.