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Dunning emails: non-payment

Updated over 3 months ago

Feature available with MAGIC subscription.

A reminder e-mail for non-payment is generally sent to your customers to :

  • reassure them about their shopping basket: "Here's why you should book with us..."

  • tell them how much they are expected: "We can't wait to welcome you ..."

  • offer them new advantages (discounted rates)

  • and anything else you can think of, as long as it makes a good impression on your prospects and gets them back to booking where they left off!

Setting up your first reminder email for non-payment is easy.

A sample email is already pre-set in your "emails" tab:

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To customise it, click on "edit template".

  • Your screen is divided into two parts:

    • on the left, your personalisation rules,

    • on the right, you can immediately see what your customer will see,

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  • On the left-hand side of the settings page, a text field allows you to change the name of the reminder e-mail template. This field is mandatory,

  • Another text field allows you to define the name of the sender of the reminder e-mail template: by default, this field displays the name of your establishment, but you can change it (e.g. Cécile from L'Auberge du Bon Vivant!)

  • Finally, a text field is used to define the subject of the reminder e-mail template. By default, this field contains the phrase"No payment".

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  • For the subject of your e-mail, you can translate this text by clicking on the Translations link. A window will appear giving you the option of adding a translation of this text. This works in the same way as for text translations in the rest of the elloha account, with the option of using Google Translate for automatic translation.

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  • The next field allows you to specify when the e-mail should be sent.

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  • You can also decide to apply a discount to persuade the customer to complete their booking:

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  • A text field allows you to define the e-mail address that will appear at the end of the reminder e-mail sent, so that the customer can contact you again if necessary.

    • This address may be different from the one you use to manage your elloha account (e.g. your elloha account contains your personal address whereas the one you enter here will be that of your receptionist)

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  • A drop-down list allows you to choose the name used for the customer at the beginning of the reminder e-mail template.

    • There are several values available in this list:

      • First name, which will give a name like "Hello John",

      • First name and surname, for a name such as "Hello John Doe". If only the surname is entered in the booking (first name missing when a file is entered by the service provider), there is no name: just "Hello",

      • There is no customisation to allow you to simply say "Hello".

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  • Finally, a text field offering formatting options (in the same way as the establishment's article) is used to define the body of the pre-stay email template.

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  • A text is proposed by default when you create a reminder email template. You can, of course, personalise this text according to the information you wish to give your customer.

  • You can translate this text by clicking on the Translations link.

  • On the right-hand side of your settings page, you'll find a preview block where you can see the e-mail that will be sent to the customer. Don't forget to save your changes so that this preview is updated.

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  • This preview corresponds exactly to the dunning email that will be sent. It is automatically updated each time you save it ( Save button).

  • You can automatically integrate your logo into these messages. To do this, if you have not added your establishment's logo to your elloha account ( Account menu, Contact details submenu), a logo will be displayed by default in your pre- and post-stay email templates.

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  • In this email menu, on the page displaying the list of your differentemail templates, there is a button that allows you to activate or deactivate these emails in order to specify whether the sending of these emails is active or inactive.

Simply click on this button to change its activation mode, which is immediately taken into account.

By default, each e-mail template is deactivated.

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You can find the statistics for your reminder emails for non-payment directly in the "Statistics" tab, then "Reminder emails":

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You'll see the % of abandoned baskets that have been recovered, the number of baskets recovered in total, the amount of the reservation recovered in € and finally the amount invested to recover the customers (total discounts applied).

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