Follow-up reminders

Customers sometimes leave a confirmation or an approval sitting in their inbox. Follow-up reminders chase them automatically, so your team doesn't have to remember to.

#Where to find it

Settings → Emails & reminders → Follow-up reminders. There are three, each switched on separately:

• Order confirmation — chases a customer who hasn't confirmed their order.
• Artwork approval — chases a visual or artwork waiting for a decision.
• Panel print approval — chases production photos waiting for a decision.

#Step by step

1. Switch on the reminder you want.
2. Set "Send up to N reminder(s), every N hours". The maximum is 5 reminders, at least 6 hours apart.
3. Press Save.
4. Press Preview what would send to see what the next run would send.

Good to know

All three are off until you switch them on and save.

#When reminders stop

Reminders stop as soon as the customer responds. They are never sent:

• to people who have Order emails switched off;
• on an order whose customer emails are paused.

Confirmation reminders also pause while a customer's pricing question on the order is open.

#Chasing by hand

You can always chase one order yourself with Re-send confirmation email on the order. It uses the same link the customer already has, so an earlier email keeps working, and it refuses to send once they've confirmed.

#Common questions

Reminders aren't going out. Check the reminder is switched on and saved, that the contact has Order emails on, and that the order's emails aren't paused.

Can I change the reminder wording? Yes, where the reminder is one of the editable templates, such as Confirm your order — reminder and Visual waiting — reminder. See Editing email wording.