Settings: Emails
Last updated: September 17, 2026
Overview
The Email Settings page holds two tabs, covering the two directions email travels.
Sent on your behalf controls emails Ascend sends to your customers under your agency's name: where replies go, and how often checkout reminders are sent.
Sent to you controls which people at your agency receive the operational emails Ascend sends you, such as balance reports, payout summaries and dispute notices.
Sent on your behalf
This tab covers emails Ascend sends to your customers under your agency's name. It controls where replies land, and how often checkout reminders are sent.
Email replies
Your organization can configure the reply-to email address for emails sent to your customers.
Default reply-to address
For emails not directly associated with a program one-time payment, or installment plan, customer email replies will go to this address. Recipients can't reply to these emails unless an address is selected.
Billing email replies
Replies to Ascend customer emails related to a program, one-time payment, or installment plan go to this address.
Account manager assigned to the billable: replies reach whoever owns that particular program, payment or plan.
Default reply-to email address: replies all go to the single user chosen above. This option stays greyed out until a default reply-to address is set.
Email Schedule
Set the cadence and frequency of the initial email campaign sent to your customers.
The campaign starts when you click "Send email", notifying customers that their program, installment plan, or one-time payment is ready for purchase.
Note:
Editing the schedule will affects campaigns that are already running, not only new ones.
It covers the first invoice only. Once that invoice is paid, later payment and overdue reminders follow a fixed schedule that cannot be customised.
Emails sent on your behalf
These emails Ascend sends to customers under your agency's name.
When it's sent | |
|---|---|
Pay upcoming invoice reminder | Shortly before a customer payment is due, or when a campaign is triggered |
Payment processing | A customer payment is in flight |
Payment received | A customer payment succeeds |
Payment failed | A customer payment does not go through |
Payment overdue | A customer payment is past due |
Payment pending cancelation | The policy is pending cancellation for nonpayment. |
Policy canceled | The policy is canceled for non-payment |
Reinstatement submitted | A reinstatement payment was made towards a canceled policy |
Payment schedule backdated | The payment schedule moves to earlier dates |
Payment schedule backdated overdue | A backdated schedule leaves an installment already overdue |
Early loan payoff | The insured pays the loan off ahead of schedule |
Loan paid off | The loan reaches a zero balance |
Refund initiated | A refund is started |
Refund stopped | A refund is halted before it completes |
Dispute created | The insured disputes a payment |
Sent to you
The Sent to you tab determines who receives the operational emails Ascend sends you: balance reports, payout summaries, return premium requests and dispute notices.
Ascend sorts these emails into two categories, Accounting operations and Escalations.
Accounting operations covers routine reports, payout summaries and balance notices. These arrive on a schedule or when money moves, and most agencies route them to whoever owns reconciliation.
Escalations covers return premium and dispute emails that need someone to act. These are time-sensitive, so route them to a person or shared inbox that is watched daily.
The two categories are independent. You can send Accounting operations to a shared billing address and Escalations to two named people, or any other combination.
Choosing recipients
Each category offers two ways to select recipients.
Send to specific roles: Select any of Admin, Accountant, Producer or Support. Everyone at your agency with a ticked role receives that category.
Send to specific addresses: Search for teammates by name, or add a non-user by inputting that email address directly.
Accounting operations emails
When it's sent | Also sent to | |
|---|---|---|
Weekly overdue balance | Every Monday, listing invoices past due | No one else |
Outstanding balance | The 1st of each month, listing unpaid invoices | No one else |
Payables summary | When payables are issued to the billing company | No one else |
Payout approval reminder | While payouts are waiting on approval | No one else |
Batch payout report | When a batch payout is issued | Remittance contacts on the payable account |
Batch payment confirmation | When a batch payment made by your agency is received | No one else |
Unreconciled incoming payments | When a payment arrives that Ascend cannot match to an invoice | No one else |
Return premium received | When a return premium is received | The account manager |
Payment details verification failed | When bank or check details on a payable account are rejected | The contact named on that account, instead of your chosen recipients |
Escalations emails
When it's sent | Also sent to | |
|---|---|---|
Return premium owed by your agency | When Ascend needs a return premium back from you | No one else |
Return premium owed by an insured | When Ascend requests a return premium from an insured | The insured's contacts and the account manager |
Return premium owed by a supplier | When Ascend requests a return premium from a carrier or wholesaler | The supplier's contacts |
Supplier unresponsive | When a carrier or wholesaler has not answered a return premium request | No one else |
Dispute created | When an insured disputes a payment | The account manager |
Dispute closed | When a dispute is resolved | The account manager |
Dispute post-loss reminder | A follow-up while a dispute is still outstanding | No one else |