Customer email types
Cleverbridge uses the following email types to communicate with customers during purchases and subscriptions.
Important
The table below includes information on the email types in Subscription Management 1.0 and 2.0. If you are unsure which version you are on, contact Client Experience.
note
The only difference in Customer Email Types between Subscription Management 1.0 and 2.0 is the inclusion of the ID "RMR_CU" in the Subscription Process table for version 2.0.
Purchase process
| ID | Type | Description | Recipient | PDF Attached |
|---|---|---|---|---|
| CAN_CU | Cancellation confirmation | A customer made a purchase with an offline payment option (unpaid order) and has requested the transaction to be cancelled. This email is sent to the customer once customer support has processed the cancellation. It confirms the cancellation. | Billing Contact | None |
| CBI_CU | Chargeback information | A customer has requested a chargeback from their credit institution. This email informs the customer that Cleverbridge has received the request from the credit institution. | Billing Contact | Invoice |
| DEL_CU | Delivery | This email contains the delivery information for a purchase. | Delivery Contact | None |
| INV_CU | Invoice | A customer placed a purchase and the software was delivered immediately without the upfront payment collection. This email contains the invoice and payment instructions. | Billing Contact | None |
| REC_CU | Invoice (receipt) | A customer has made a purchase and payment has been received. This email contains the delivery information and the receipt. For online payment options, the email is sent immediately after the purchase. For offline payment options, the email is sent once Cleverbridge has received payment. | Billing Contact |
|
| LOD_CU | Letter of destruction request | A customer has requested a refund of their purchase. This email is sent to the customer once customer support has approved the refund request. It asks the customer to uninstall the software. Not used by default, only if the client wants Cleverbridge to use the letter of destruction process for refunds. | Billing Contact | Invoice |
| OCM_CU | Order confirmation | This email is sent when a customer has made a purchase with an offline payment option. It contains an order confirmation, payment instructions and a link for changing the payment option. | Billing Contact | Order confirmation |
| PAC_CU | Partner acceptance confirmation | This email is sent to a partner once the client has accepted the partner request. | Partner | None |
| PSC_CU | Partner signup confirmation | This email is sent to a partner once they have registered through the partner signup online form. It informs the partner that their registration was successful and that the request will be reviewed. | Partner | None |
| PDN_CU | Past due note | A customer placed a purchase order and received their product. This email is sent if Cleverbridge has not received payment within the defined payment term. | Billing Contact | Invoice |
| REJ_CU | Payment declined | This email is sent to a customer if a card issuer has declined payment or if the purchase has been declined in fraud screening. It informs the customer of problems with the payment, how to resolve them, and asks the customer to execute the payment again. | Billing Contact | None |
| PLO_CU | Purchase lookup | This email is sent when a customer has used the Look up all purchases feature on cleverbridge.net. It contains an overview of all orders processed under their email address. | Billing Contact | None |
| POR_CU | Purchase order in review | Purchase orders of non-partners must be approved by the client before the customer receives their delivery. This email is sent if a non-partner places a purchase order. It informs the customer that their purchase order is being reviewed. | Billing Contact | None |
| QUO_CU | Quote | This email is sent when a customer has requested a quote for a product on a quote page. It contains the price quote and a link to a page where the customer can place their order. | Billing Contact |
|
| REF_CU | Refund | A customer has requested a refund of their purchase. This email is sent to the customer once customer support has approved the refund request. It confirms the refund and contains the original receipt and a credit note. | Billing Contact | Refund confirmation |
| RPB_CU | Refund (purchase order pre-payment) | A customer has cancelled a purchase order for which they have not paid yet. This email is sent to the customer once customer support has approved the cancellation request. It confirms the cancellation and contains the original invoice and a credit note. | Billing Contact | Credit note |
| RER_CU | Refund request | A customer has requested a refund of their purchase by filling out the online form at https://www.cleverbridge.com/refund/. This email is sent to the customer so that they can confirm their refund request. | Billing Contact | None |
| RFP_CU | Request for payment | This email is sent if a customer's bank has rejected a direct debit. The customer is asked to pay by wire transfer. | Billing Contact | Invoice |
| RES_CU | Retrieval information (subscription) | A customer has requested information on a subscription-related charge from their credit institution. This email informs the customer that Cleverbridge has received the information request from the credit institution. | Billing Contact | Invoice |
| RET_CU | Retrieval request | A customer has requested information on a purchase-related charge from their credit institution. This email informs the customer that Cleverbridge has received the information request from the credit institution. | Billing Contact | Invoice |
| REV_CU | Review | This email informs a customer in case the pattern of a purchase indicates possible fraud and the purchase is selected for manual review. The reason is not disclosed. | Billing Contact | None |
| SCA_CU | Strong customer authentication required | A purchase or recurring payment requires strong customer authentication (SCA) and the customer has not yet authenticated the payment with their bank. If the customer does not complete the authentication process after receiving the first email, Cleverbridge sends a second email after 24 hours, and a third email after 72 hours. | Billing Contact | None |
Subscription process
| ID | Type | Description | Recipient | PDF Attached |
|---|---|---|---|---|
| CRB_CU | Cancel notification | This email is sent to a customer if they cancel their subscription. It confirms the cancellation. This email is also sent when a customer turns off automatic renewal for the subscription in the customer self-service portal. | Billing Contact | None |
| RCC_CU | Change payment notification | This email is sent to a customer when they update the payment details for their subscription. It confirms the new payment details. | Billing Contact | None |
| CSI_CU | Chargeback information (subscription) | A customer has requested a chargeback from their credit institution for a subscription. This email informs the customer that Cleverbridge has received the request from the credit institution. | Billing Contact | None |
| NRG_CU | On grace notification | This email is sent to the customer in case the payment for a subscription could not be processed with the current payment details. It informs the customer that they must update their payment details within the grace period, or else the subscription will be put on hold. | Billing Contact | None |
| NRH_CU | On hold notification | This email is sent if the payment for a subscription could not be processed with the current payment details. It informs the customer that the subscription has been deactivated because payment failed. | Billing Contact | None |
| NRA_CU | Reinstated notification | A subscription was either placed on hold manually (Await Reinstate) or set up with manual renewal and therefore had required confirmation by the customer that the subscription should stay active. This email is sent when the subscription has been reactivated as a result of the customer's confirmation. This email is also sent if a customer turns on automatic renewal for the subscription in the customer self-service portal. | Billing Contact | None |
| RCR_CU | Reminder > Charge | This email is sent to a customer when the renewal for a subscription with an online payment option is approaching. It reminds the customer of the upcoming renewal of their subscription. The customer can choose how many days before the renewal date the email should be sent. The default is seven days. | Billing Contact | None |
| RMR_CU [Applicable for Subscription Management 2.0 only]* | Reminder > Manual renewal | This email is sent to customers who have to manually renew their subscriptions using online payment options. It reminds them that they must submit their online payments soon, or else their subscription-metrics will expire. | Billing Contact | None |
| ROR_CU | Reminder > Offline payment | This email is sent to a customer when the renewal of a subscription with an offline payment option is approaching. It reminds the customer of the upcoming renewal and requests payment. The customer can choose how many days before the renewal date the email should be sent. The default is seven days. | Billing Contact | Order confirmation |
| PER_CU | Reminder > Payment expiration | This email is sent to a customer seven days prior to the renewal of a subscription if the customer's credit or debit card has expired. It asks the customer to update their payment details. | Billing Contact | None |
| RTR_CU | Retry payment notification | This email is sent to a customer when the payment for a subscription failed with the current payment details. It informs the customer of a new attempt to process the payment in five days. | Billing Contact | None |
| SUN_CU | Update notification | This email is sent to a customer if the product they are subscribed to has been changed. It contains information about the new product. | Billing Contact | None |
| SCA_CU | Strong customer authentication required | A purchase or recurring payment requires strong customer authentication (SCA) and the customer has not yet authenticated the payment with their bank. If the customer does not complete the authentication process after receiving the first email, Cleverbridge sends a second email after 24 hours, and a third email after 72 hours. | Billing Contact | None |
Example
Here are some example emails: