In the Settings > Customer emails section, you choose which emails your Customers receive, who they come from, and when payment reminders go out. Customer emails are configured per invoicing entity. To switch to another invoicing entity, use the selector in the upper right. The section has four tabs: Emails, General, Payment reminders and Activity.

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Email delivery

At the top of the section, a status bar shows where customer emails go. Unlike the tabs below, this setting applies to the whole workspace (tenant), across every invoicing entity. To change it, click Change. There are three delivery modes:

• Test recipients: in Test mode, add the email addresses allowed to receive emails, or a whole domain with @example.com (up to 50). Members of your organization always receive test emails.
• Only Production workspaces can go Live. Development and Sandbox workspaces use Test mode or Off. Switching to Live asks for confirmation.
• New Production workspaces start in Live, other workspaces in Test mode.

💡 Note: The delivery mode only applies to emails sent to your Customers. Alert emails sent to your team are not affected. 💡 Note: In Test mode or Off, a warning is shown when you send a quote to a Customer.

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Emails

This section lists every email Meteroid can send to your Customers, grouped by topic. Each email can be switched on or off individually. Each email shows a PDF attached label when the document (invoice, credit note…) is attached to it. Click an email to see a preview of it, rendered with your branding. From the preview, you can also send yourself a test email.

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Choose who receives an email

Under each email, the Send to button lets you restrict who receives it:

• Everyone: every email of this kind is sent.
• Everyone except: emails matching the conditions are skipped.
• Only: only emails matching the conditions are sent.

Conditions can be based on the plan type, the plan, the invoice kind (subscription, one-off, consolidated), the payment method, the amount due, the currency, the Customer’s country, a specific Customer, or a custom propertyof the Customer. While you build the conditions, Meteroid shows an estimation of how many emails they would affect.

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General

This tab sets how your emails are addressed and what they look like.

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Sender

• Sender address: by default, emails are sent from a shared Meteroid address. The sender name below is shown in front of it.

💡 Note: Meteroid can send emails from a custom domain. Contact your account manager to enable this feature.

• Sender name: the name your Customers see as the sender (up to 80 characters).
• Reply-to: the address your Customers’ replies go to.
• Bcc: every customer email is copied to these addresses.

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Languages

Each email is sent in a single language, chosen for each Customer among the customer-facing languages of the invoicing entity. The default and additional languages are set in Branding.

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Branding in emails

Emails reuse the invoicing entity’s branding: logo and brand colour come from Branding, and the footer (legal name and address) comes from Merchant. 💡 Note: Meteroid’s branding (“Powered by Meteroid” at the bottom of the invoices) can be removed from emails. Contact your account manager to enable this feature.

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Payment reminders

Payment reminders are emails sent before and after an invoice’s due date, until it is paid. They apply to invoices paid by bank transfer, and to invoices whose automatic payment failed. Invoices charged automatically don’t receive reminders. Payment reminders are off by default. Turn them on with the switch at the top of the Payment reminders tab.

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Sending time

Next to Send reminders at, choose the hour and the time zone at which reminders go out (09:00 by default).

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Reminder sequences

A sequence is a series of reminder emails, each sent a given number of days before or after the due date. Meteroid provides a default sequence, Everyone else, which applies to every open invoice that no other sequence claims. It sends 4 reminders:

• 3 days before the due date,
• on the due date,
• 7 days after the due date,
• 14 days after the due date.

💡 Note: The default sequence is disabled at first, like the reminders themselves. To start sending reminders, turn on the switch at the top of the tab and enable the default sequence (or one of your own). You can edit it, and create other sequences for specific groups of Customers (e.g. enterprise customers, a given country…) by clicking New sequence.

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Create or edit a sequence

A sequence has:

• Name: e.g. Enterprise customers.
• Enabled: a disabled sequence is skipped, and its invoices fall through to the next matching sequence.
• Audience: the conditions an invoice must match to follow this sequence. The conditions are the same as for Choose who receives an email. Meteroid shows how many open invoices they match.
• Steps: the reminders to send (up to 20). For each step, set When it is sent: a number of days before the due date, on the due date, or a number of days after it.

💡 Note: To send no reminders to a group of Customers, create a sequence for them, keep it enabled, and leave it with no steps.

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Which sequence applies?

Sequences are checked in order, from top to bottom: the first enabled sequence whose audience matches the invoice is used. The default sequence, Everyone else, always comes last. Use the arrows to change the order. A Customer can also be assigned a specific sequence, which takes precedence over audiences. See Reminders for a Customer.

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When are reminders sent?

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When an invoice starts receiving reminders

An invoice enters its reminder sequence once it is finalized, has a due date, and its PDF has been generated, and:

• it is paid by bank transfer or through the payment link (no automatic payment), or
• it was charged automatically and the payment failed (payment status Errored).

Reminders must also be switched on, an enabled sequence must match the invoice, and the Customer must not be set to No reminders.

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On which dates

Each step is sent on its date, at the sending time set for the invoicing entity (see Sending time). The date is counted from the invoice’s due date. For example, with the default sequence, an invoice due on March 10 and a sending time of 09:00: A few rules apply:

• No reminder before the invoice exists. A step whose date falls before the invoice was finalized is never sent. For example, an invoice due on receipt doesn’t get the “3 days before” reminder.
• No catch-up of past steps. When an invoice enters its sequence late, the steps whose date has already passed are skipped. If every step has already passed, the invoice gets no reminders.
• No burst of reminders. If several steps were missed (for example, while reminders were paused), only the most recent one is sent.
• Spacing between emails. A reminder is never sent within 20 hours of another email sent to the Customer about the same invoice (e.g. Invoice ready): it is postponed.
• If the due date is before the finalization date (for example, a backdated invoice), the dates are counted from the finalization date instead.

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When reminders stop or start again

Reminders stop when:

• the invoice is paid, voided or marked uncollectible,
• the Customer disputes a payment (e.g. a card chargeback): reminders stay stopped until you restart them from the invoice,
• you stop them on the invoice, the Customer is set to No reminders, or the sequence is archived.

Reminders start again when the invoice becomes unpaid again, for example after a payment is reversed or returned by the bank.

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Reminder content

By default, each step sends a built-in reminder, already translated into every language. To write your own, enter a Subject and a Message for the step. You can insert variables (e.g. {{customer_name}}, {{invoice_number}}) by clicking them. The amount, the due date, a Pay button and the invoice PDF are always added below your message. 💡 Note: A step with custom content needs it in every enabled language. A warning is shown on the sequence when a language is missing.

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Reminders on an invoice

The Payment reminders section of an invoice shows its reminder status: which sequence it follows and why, and when the next reminder is due. You can preview the next reminder, and:

• Pause reminders for 7, 14 or 30 days, then Resume them,
• Stop reminders for this invoice, then Restart them if needed,
• Send now, to send the next reminder immediately.

When an invoice can’t receive reminders, the reason is shown (e.g. charged automatically, no due date, customer opted out). 💡 Note: When a Customer disputes a payment (e.g. a card chargeback), reminders stop for the invoice. They don’t restart on their own: restart them once the dispute is settled.

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Reminders for a Customer

On the Customer page, you can choose how payment reminders apply to this Customer:

• Default: the audience rules pick the sequence for each invoice.
• Specific sequence: always use this sequence, whatever the audiences say.
• No reminders: this Customer never receives payment reminders.

💡 Note: No reminders also stops invoices already in progress. The other options only apply to new invoices.

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Activity

The Activity tab lists the emails of the invoicing entity. Use the switch at the top to show:

• Sent: the emails sent to your Customers, with their recipients and date.
• Skipped: the emails that were not sent, with the date, the email type, the related document (invoice, credit note or quote), the Customer and the reason. For example: Customer emails are off for this workspace, Test mode: no allowed recipient, This email type is turned off, No recipient email address, or Excluded by the email’s “Send to” rules.