Expiry reminders

Plaspy can remind your customers that their service is about to expire, or has already expired, by email, SMS or WhatsApp, with the amount to pay and the link to pay online. You decide how many days before or after the expiry date each reminder goes out and through which channels; Plaspy sends them by itself.

Reminders are set up in My customers > Settings , Reminders tab. A new account has no reminders: the table shows No reminders yet.

Create a reminder

1. In the Reminders tab, click (Add a reminder rule).
2. In Days from expiry type a number between -365 and 365: negative to send it before the expiry date, 0 for the same day and positive for after. For example, -7 sends the reminder one week before.
3. In Channels check Email, SMS and/or WhatsApp.
4. Click OK. The rule shows in the table with When it is sent, for example 7 days before the expiry, and the checked channels.

A good starting point is one reminder 7 days before, another on the expiry date and another a couple of days after. To change or delete a rule, click its edit button.

How and when they are sent

• The expiry date is the Paid until date of each subscription. The reminder goes out at 8:00 a.m. in your account's time zone on the day the rule points to.
• Each reminder is sent only once per subscription, expiry date, rule and channel. When the customer pays, the new expiry date turns the reminders on again. A failed send is not retried.
• A new rule does not send reminders for days that have already passed.
• They go to active, past due or suspended subscriptions of active customers. Cancelled subscriptions and inactive customers do not get them.
• If the subscription is already suspended, the Service suspended message is sent instead of the reminder.
• Each channel uses its template (see Message templates) and goes out in the customer's language.
• The email goes to the customer's Email and the SMS and WhatsApp to its Phone. If the customer lacks that information, the send shows as failed in Sent notifications.

What each channel needs

• Email: goes out with your organization's name and replies reach your account email. A customer that unsubscribed from your emails no longer gets them.
• SMS: it is charged to your account's SMS balance (see SMS). Only reminders are sent by SMS.
• WhatsApp: needs your WhatsApp Business account set up in Plaspy and a Meta template chosen for the reminder (see WhatsApp templates). If it is not set up, the tab shows WhatsApp is not configured in your account. with the Configure WhatsApp Business link.

Expirations and suspensions

Besides the reminders, Plaspy checks the status of the subscriptions every hour:

• The day after Paid until, an active subscription becomes Past due.
• When the grace days end without a payment it becomes Suspended. The customer gets the Service suspended message by email and, if you set it up, by WhatsApp. If the subscription renews devices, they stay stopped from the end of the last grace day.

Run now

The Reminders tab has two buttons so you do not have to wait for the hourly check:

• Run reminders now: sends the reminders that are already due and shows how many were sent, failed or had already been sent. It does not send future reminders early.
• Run expirations now: updates the statuses and shows how many subscriptions became past due and suspended.

Requirements

• Seeing the reminders requires the View privilege on Settings; creating, changing and running them now, Update; deleting them, Delete.

Messages you may see

• Please enter the days from the expiry between -365 and 365.
• Please select at least one channel.
• Two reminder rules have the same number of days: each rule must have a different number of days.

Related articles

• Message templates
• Sent notifications
• Subscriptions