Customer Email Types

The following email types are used in the communication between Cleverbridge and your customers during the purchase An order made by a customer and the records associated with it. and subscription process. Refer to the table below for more information regarding the emails, for example who receives them and whether they have a PDF document attached.

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 for Customer Email Types between Subscription Management 1.0 and 2.0 is that 2.0 includes the ID "RMR_CU" in the Subscription Process table below.

Purchase Process

ID	Type	Description	Recipient	PDF Attached
CAN_CU	Cancelation confirmation	A customer An individual or business purchasing your product or service by placing an order through Cleverbridge. The customer is the end user of this product, as they are not allowed to resell the purchased products or services. A customer is unique per client. If a customer purchases products or services from two different clients, there are 2 separate records of said customer. made a purchase with an offline payment Offline payment stands for a group of payment options that do not involve online transactions like direct debit, wire transfers, and checks. With the order confirmation, the customer receives a link with information on how to make the payment. Ordered products are delivered as soon as Cleverbridge receives payment confirmation from the payment provider. option (unpaid order An agreement between a seller and a buyer to exchange goods and/or services for money. An order can: - contain multiple products and quantities; - have multiple financial transactions. A preorder authorization is considered an order.) and has requested the transaction to be canceled. This email is sent to the customer once customer support has processed the cancelation. It confirms the cancelation. View Example	Billing Contact	none
CBI_CU	Chargeback A credit card chargeback, typically referred to as chargeback, occurs when a customer successfully disputes a transaction on their bank report. Unlike a refund, where Cleverbridge proactively returns the amount to the customer, a chargeback involves the customer's bank automatically withdrawing the amount from Cleverbridge's account. Cleverbridge can contest illegitimate claims, but the card organization makes the final decision. Successfully contested chargebacks still contribute to the chargeback ratio. 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. View Example	Billing Contact	Invoice
DEL_CU	Delivery	This email contains the delivery information for a purchase. View Example	Delivery Contact	none
INV_CU	Invoice	A customer placed a purchase and the software was delivered immediately without the upfront collection of payment Exchange of money for goods and services in an acceptable amount to the customer where the payment amount has been agreed upon in advance. The customer can only pay with an accepted payment method. Each payment has an individual payment cost.. This email contains the invoice and payment instructions. View Example	Billing Contact	Invoice
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 Stands for a group of payment options that do not require the customer to submit the payment in an extra step after submitting the order. Online payments include credit, debit cards, and digital wallets. With an online payment option, the product is delivered almost immediately (as soon as the payment is processed which usually does only take a few seconds). options, the email is sent immediately after the purchase. For offline payment options, the email is sent once Cleverbridge has received payment. View Example	Billing Contact	Receipt General Terms and Conditions
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. View Example	Billing Contact	Invoice
OCM_CU	Order confirmation	This email is sent when a customer has made a purchase with an offline payment option Set of payment choices displayed to the customer on the checkout page. Available payment options are based on the customer's GeoIP location and include different payment methods and types, for example: a Purchase order (PO) is a payment option we offer our B2B customers. POs are usually paid via the payment method of wire transfer.. It contains an order confirmation, payment instructions and a link for changing the payment option. View Example	Billing Contact	Order Confirmation
PAC_CU	Partner A company that buys your products in bulk for a discounted price and resells them to their customers for a profit. In legal terms, a partner is a regular customer as there is no partnership agreement with Cleverbridge in place. acceptance confirmation	This email is sent to a partner once the client has accepted the partner request. View Example	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. View Example	Partner	none
PDN_CU	Past due note	A customer placed a purchase order A B2B payment option in which software is delivered either immediately without the upfront collection of payment or after prepayment with proforma invoice. and received their product. This email is sent if Cleverbridge has not received payment within the defined payment term. View Example	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. View Example	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. View Example	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. View Example	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. View Example	Billing Contact	Price Quote General Terms and Conditions
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. View Example	Billing Contact	Refund Confirmation
RPB_CU	Refund (purchase order pre-payment)	A customer has canceled a purchase order for which they have not paid yet. This email is sent to the customer once customer support has approved the cancelation request. It confirms the cancelation and contains the original invoice and a credit note. View Example	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. View Example	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. View Example	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. View Example	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. View Example	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. View Example	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. View Example	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 cancelation. This email is also sent when a customer turns off automatic renewal for the subscription in the customer self-service portal. View Example	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. View Example	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. View Example	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. View Example	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. View Example	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. View Example	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. This email type is optional and not active by default. View Example	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 subscriptions will expire. View Example	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. View Example	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. View Example	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. View Example	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. View Example	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. View Example	Billing Contact	none

Customer Email Types

Important

Note

Purchase Process

Subscription Process

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