Send customer account messages

Send account messages#

Your business can email customers about their account, and email you about money owed. It is off until you switch it on.

1. Open Admin > Settings > Payments.
2. Under Account messages, switch on Send account messages.
3. Under Remind after (days unpaid), enter one to five numbers of days, for example 15, 30. It starts at 30.
4. To tell customers when their balance runs low, enter an amount under Low-balance alert. Leave it empty for no alert.
5. Select Save.

Only owners and managers see and change these settings. With them on:

• When a charge takes a customer's account below zero, the customer gets an email with Pay now, and every owner gets an email naming the customer and the amount. This happens once each time the account goes below zero, not for every charge after it.
• When a customer's balance falls below your low-balance alert, they get an email with Top up.
• On the 1st of each month, from 08:00 in your business's time zone, a customer gets a statement for last month if their account existed then and had movements that month, or ended the month owing something. It shows the month's movements, the balance at the start and the end of the month, and Pay now when they owe.
• On each reminder day, a customer who still owes something gets a reminder that lists everything they owe: their account, course instalments and memberships whose payment failed. Pay now pays the account part. That day every owner gets one email listing the customers who have owed money for at least as many days as your first reminder day, with a link to Payments > Amounts owed. A customer gets at most one reminder a day.
• When staff sell a membership, the member gets a welcome email. See The member's welcome email.

When you add your bank account, the welcome email, the email about the account going below zero, a statement that shows money owed, and a reminder about money owed on the account also show how to pay by bank transfer.

Pay now opens the customer's wallet on a top-up at your business. It fills in what they owe, in your business's currency, as the smallest whole top-up that covers it. A top-up is from 10 to 1,000. When they owe more than 1,000, the email says how much they can pay online and to contact you for the rest. A debt in another currency has no Pay now: the email asks the customer to contact you.

These messages are email only, in each person's own language. An email that has not gone yet is not sent once the debt is paid or you switch account messages off.

Switching them on does not send what fell due while they were off. No statement is sent for a month whose 1st at 08:00 came before you switched them on, and a reminder goes out only for a reminder day reached after you switched them on. A statement covers the whole month and a reminder lists everything owed, including what came before.

Add your bank account#

Members can pay what they owe by bank transfer. Add the account they pay into, and every email that asks a member to pay shows it with the member's own payment reference.

1. Open Admin > Settings > Payments.
2. Under Bank account, enter the Account holder, as your bank has it, and the IBAN.
3. Enter the BIC if your members need it. It is optional within the euro area.
4. Select Save.

Only owners and managers see it, and only an owner or a manager signed in to their own account can change it. Naayya checks that the IBAN is valid before saving it. To remove the account, empty all three fields and save. Without a bank account, emails offer card payment only.

The emails show Pay by bank transfer with the account holder, the IBAN, the BIC when you entered one, and the member's Reference. Each member has one reference at your business, written like 1234-5678, and it stays the same in every email. It is also on Sale complete when you sell a membership. When a transfer arrives, record it on the member's page with its reference. See Record a payment taken outside Naayya. Naayya does not see your bank account, so it never marks a transfer as paid on its own.