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You can set up an email that automatically reminds your non-paying customers of their outstanding invoices. This email is disabled by default and sends out once a week to every non-paying customer when enabled. A customer is marked as non-paying when a recurring charge fails for any other reason than insufficient funds, or when the same payment fails 3 times due to insufficient funds. For Shopify subscription payments, Firmhouse waits while automatic retries are scheduled. If the payment still fails after the retries, or the failure cannot be retried, Firmhouse creates the invoice with the correct amount. The invoice can then enter this reminder flow according to your configured payment term.

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Review reminder delivery

Open an invoice in the Firmhouse Portal to review its reminder history. Each reminder shows its sequence number, scheduled date, and delivery state.
  • Sent means the reminder email has confirmed delivery evidence.
  • Skipped means Firmhouse intentionally skipped the email.
  • Queued or Scheduled means delivery is still pending.
  • Unconfirmed identifies older reminder records without email delivery evidence.
  • Not sent means no delivery was recorded.
Use this invoice-level history when you need to confirm which reminders were actually sent before following up with a customer or debt-collection partner.

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Step 1: Enable the email

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Steps

  1. Navigate to Settings > Email configuration in the sidebar
  2. Find the Outstanding invoices email under the Payments section
  3. Toggle the email to Enabled
  4. Click Save

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Step 2: Setting up the email

It’s up to you what you want to include in the email. We recommend using the standard template by clicking the Load example content button.

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Steps

  1. Click Load example content to load the standard HTML template
  2. Customize the email subject line and content as needed
  3. Use the Send Test Email button to preview how it looks
  4. Click Save to save your changes

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Customising your email

You can add and change as much as you want in this email. In order for the invoices and their payment links to show up properly, we advise you to not change anything in the <table> element. You can rename the column labels, but the logic shouldn’t be touched. For example, if you need to change the “Amount” label, you can update it like this:

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Advanced: Build it yourself

To retrieve outstanding invoices in your email template, you need to loop through outstanding_invoices. Here’s a simple example that returns the invoice number of all outstanding invoices:
Putting that information in a table would look like this:

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Supported attributes

The following attributes are available for outstanding invoices:
  • number - The invoice number
  • amount - The invoice amount
  • status - The current status as English display text
  • status_code - The stable, locale-independent status key, suitable for conditions and custom translations
  • status_translated - The display status translated using the subscription’s locale
  • pending_retries? - Whether retries are pending
  • pay_now_url - The URL for the customer to pay
  • created_at - When the invoice was created
For more information about Liquid tags, see the Dynamic Email Liquid Tags documentation.