Provet automatically sends notification emails to pet owners at key points in their health plan subscription. This article describes each email and when it is sent.
All health plan notification emails are transactional. They are always delivered to the pet owner regardless of their marketing email preferences, because they contain information about an active subscription. These emails do not include an unsubscribe link.
Each email includes a footer with your clinic's contact details: name, address, phone number, and email address. Pet owners can use these details to contact your clinic directly.
Email subject lines and headings use the health plan term configured for your organization. If your clinic uses a term such as "Wellness Plan" or "Care Plan," the emails reflect that automatically.
If no email address is on file for the pet owner, the notification is silently skipped. Make sure pet owner email addresses are kept up to date to ensure delivery.
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When it is sent |
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Activation |
When a subscription becomes active, including new signups, reactivations, and resumptions after a suspension |
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Renewal |
When a subscription renews for a new term, either automatically or manually |
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Cancellation |
When a subscription is canceled and moves to lapsed status |
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Expired |
When a subscription reaches its end date without renewing |
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Renewal reminder |
A set number of days before the end date, when the plan will renew automatically |
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Expiration reminder |
A set number of days before the end date, when the plan will not renew |
The renewal and expiration reminder emails are sent based on the Renew plans to upcoming status before X amount of days setting in clinic location settings. If this setting is 0, reminder emails are not sent. For more information, see Configure Health Plan Email Settings.
Cancellation emails are not sent when a subscription is canceled because its parent plan was canceled, and the pet owner had not yet received a renewal notification.
If a cancellation fee or outstanding balance applies at the time of cancellation, the email states the amount and confirms it will be collected automatically as a final charge.
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When it is sent |
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Invoice |
When a monthly payment is successfully collected |
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Failed payment |
When a recurring payment fails. The email includes a link for the pet owner to update their payment card details. |
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Payment card update |
When the pet owner needs to update their payment card details |
The failed payment email can be enabled or disabled per clinic location, and the body text can be customized. For more information, see Configure Health Plan Email Settings.
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When it is sent |
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Health plan details |
Clinic staff send this email manually from the health plan or subscription view. It is not sent automatically. |
The Don't show medicines on [plan term] contract setting in Settings > Print settings > Health Plan controls whether medicine items appear in the item list in the health plan details email.
Every notification email sent is logged with a full audit record, including the content of the email. This provides a complete record of what was communicated to the pet owner and when, which can be useful if a pet owner disputes receiving a notification.
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