Notifications by Invoice Type

The cadence and format of email notifications varies slightly depending on the parent object used to trigger that invoice.

• Programs

• One-time payments

• Installment Plans

Payment Notifications

Programs

Payment notification emails can be triggered by clicking the "Start email campaign" button in the purple banner at the top of the program page.

The insured receives up to 4 email reminders to complete the initial purchase (immediately, after 2 days, after 4 days).

This will lead you to a page that allows you to initiate the email campaign and outlines what days they will be sent on

The timeline of when these emails are sent can be further customized in your agency settings, on the Customer Experience Page:

Payment Notification 1

Sent to insured immediately after agent clicks "send email"

Payment Notification 2

Sent to insured 2 days later if program is not purchased.

Payment Notification 3

Sent to insured 4 days later if program is not purchased.

If you prefer to continue emailing your insured directly, you can copy and paste the payment link into your own email (without it looking like spam) by following these steps:

One-Time Payments

Payment notification emails can be triggered by clicking the "Send email" button in the purple banner at the top of the One-Time Payments page.

Payment Notification 1

Sent to insured immediately after agents clicks "send email"

Payment Notification 2

Sent to insured 2 days later if program is not purchased.

Payment Notification 3

Sent to insured 4 days later if program is not purchased.

Installment Plans

Payment notification emails can be triggered by clicking the "Send email" button in the purple banner at the top of the Installments page.

The insured receives up to 3 email reminders to complete the initial purchase (immediately, after 2 days, after 4 days,).

Payment notification 1:

Sent to insured immediately after agent click "Send email"

Payment Notification 2

Sent to insured 2 days later if program is not purchased.

Payment Notification 3

Sent to insured 4 days later if program is not purchased.

Messages when payment is processing

Processing payment (ACH only)

Programs

Sent to insured immediately after ACH transaction initiated payment.

One-Time Payments

Sent to insured immediately after ACH transaction initiated payment.

Installment Plans

Sent to insured immediately after ACH transaction initiated payment.

Messages when payment is complete

Email Confirmation

Sent to insured immediately when program is purchased successfully.

Programs

One Time Payments

Installment Plans

Messages After the installment due date has passed

Financed programs

If your client has not enrolled in autopay, they will receive six emails every two weeks reminding them to pay the next installment. This flow walks through the emails they will receive if they do not pay the installment in time.

Overdue reminder emails

Your client will receive 4 of the following email that confirms payment is overdue, when a late fee will be added, how much the late fee will be, and finally, when the program will be canceled.

Email example of the 4 warning

Cancelation warnings

If your client has not yet paid, they will receive two cancellation warning emails, as shown below.

Cancelation notice

When the program cancels, they will receive this email confirming the cancelation due to non-payment

Installment plans

If your client doesn't pay the next installment in their installment plan, they will receive 5 emails informing them that there is a past due payment. Given that this is not a financed policy there is not a risk of cancelation nor a late fee. the emails will look like this:

Refunds

Refund Initiated

Sent to the account manager and the insured when a refund is initiated

Refund Failed

Sent to the account manager and the insured when a refund fails for any reason.

Uncashed Refund Reminder

Sent to the insured when their refund check remains uncashed after 30 days

Refund summary

A bi-weekly report of refund checks that remain uncashed after 30 days. Sent to your organization's accountants, admins, and account managers.

Failed Payments

Sent to the account manager and the insured when an ACH payment fails for any reason, and when a card payment auto-pay charge fails

Checking the status of emails sent to your insured by Ascend

Programs, One-Time Payments, and Installment Plans all contain a Communications table, which logs each of the emails that has been triggered on that account.

The Communications table is located at the bottom of the page, and each line item

can be clicked to show a preview of the message.

Date Sent: Date and Time that Ascend sent the message

Date Opened: Date and Time that the recipient viewed the message

Status: Describes the level of action taken, Sent (unread), Opened, or Clicked (the customer clicked the payment link inside the email)

Contact Us

Need more help? Contact us at [email protected] for more help.