> ## Documentation Index
> Fetch the complete documentation index at: https://docs.meteroid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer emails

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**.

# 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:

| Mode | What happens |
| - | - |
| **Live** | Emails go to your Customers. |
| **Test mode** | Only your team and the **test recipients** you list receive emails. Emails to anyone else are not sent, and are recorded as skipped on the invoice or quote. |
| **Off** | No customer email is sent. Each one is recorded as skipped on the invoice or quote, and payment reminders are paused. |

* **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.

# 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.

## 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.

# General

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

## 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.

## 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](https://docs.meteroid.com/settings/branding).

## Branding in emails

Emails reuse the invoicing entity's branding: **logo** and **brand colour** come from [Branding](https://docs.meteroid.com/settings/branding), and the **footer** (legal name and address) comes from [Merchant](https://docs.meteroid.com/settings/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.

# 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.

## Sending time

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

## 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**.

## 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](#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.

## 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](#reminders-for-a-customer).

## When are reminders sent?

### 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**.

### On which dates

Each step is sent on its **date**, at the **sending time** set for the invoicing entity (see [Sending time](#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:

| Step | Sent on |
| - | - |
| 3 days before | March 7, 09:00 |
| Due day | March 10, 09:00 |
| 7 days after | March 17, 09:00 |
| 14 days after | March 24, 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.

### 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.

## 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.

## 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.

## 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.

# 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*.


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