Club Packages & Processing
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Automatic Club Emails

Commerce7's automated club emails are a great way to automate your club communication, making your club processing quicker and more efficient.

Club members will be automatically receive two separate emails prior to your club auto process date which you have defined in your club package setup. For more information on setting up and processing a club package, click here.

In this article:


How club emails work

There are 3 automated club package emails:

  • 2 week reminder Send 2 weeks before the auto-process date to edit the any club shipment information or items
  • 2 day reminder: Sent 2 days before auto-process date
  • Credit card decline: Members with a declined or missing credit card will automatically receive an automatic club email notifying them of the credit card decline.

Editing your club emails & send dates

The content of automated club emails can be edited the same way as other system transaction emails

  1. Go to Settings > Transaction Emails
  2. There are 3 applicable emails:
    1. Club Member Shipment 2 Days Away
    2. Club Member Shipment 2 Weeks Away
    3. Club Member Shipment Credit Card Decline


  3. Click the email that you want to edit and you can start customizing the email content.

    Note:
    Do not change or remove the system variables in the email. System variables are the pieces of content located between brackets. Once the email is sent, these will pull in and display the customer's membership and shipment information in the email. 
  4. You can also change the address the email is sent from, the name of the sender and the subject line.
  5. To view and edit the dates the club emails are sent, navigate to Club > Club Packages and select the club package. On the left hand side of the first step, you'll see a section for "Communication". If your package is set to "Active", you'll be able to edit the email send settings. (You can see the current status at the top right of the page.)
    1. The dates for the 2 reminder emails will automatically be set to 2 weeks and 2 days before to your package's auto-process date, but you can edit them to be anything you'd like.
    2. You can also click the "X" next to the date to skip the sending of that email completely. (We recommend leaving these on.)
      Note: If you change your club auto-process date, these dates will not re-adjust automatically. They're set up when your club package is set to "Active" from "Planning Mode". 

      package-email-2
  6. Keep Email on every credit card failure selected to send the automatic card decline email. Or you can uncheck it to turn it off. 
  7. When you're done, click Save

Special Shipment Instructions/Messaging Based on Club

Traditional Clubs: Adding Special Shipment Instructions

If you'd like to add special/customized messaging based on Club, you can do that using the Shipment Instructions section.

1.  Click into the applicable Club Package.

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2.  Click the Add button beside the Shipment Instructions title.

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3.  Add your message and click the Save Instructions button.

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3.  When editing your 2-week and 2-day email templates, whatever you have defined in the message will populate in the 'EmailInstructions' blob.

Screen Shot 2023-04-18 at 11.14.09 AM


Subscription Clubs: Adding Special Shipment Instructions

  1. Go to Club > Clubs.
  2. Click into the applicable Subscription Club.
    Screen Shot 2024-05-02 at 10.30.16 AM
  3. Click on the "Add" button next to the shipping instructions header.
    Screen Shot 2024-05-02 at 10.53.46 AM
  4. Enter your content in the content box and click on the "Add instructions" button.
    Screen Shot 2024-05-02 at 10.56.14 AM

FAQs

  1. How & when are the automated club emails triggered?
    The timing of the automated club emails is dependent on the process date of your club package. The process date is the date you selected in Step 1 of building your club package.

    Note: If you change the auto-process date after your package is made active, these emails will not automatically readjust to the new dates.
  2. Who receives the automated club emails?
    All "Active" or "On Hold" members in the club package will receive the automated club emails. (Members that are "on hold" are included so that have the opportunity to take the membership off hold, re-engage with your wine club, and not miss the shipment.) Cancelled club members will not receive club emails.
    1. If a club membership is put On Hold then a club package is created:
      • They will not be included in the club package.
    2. If a club package is created then a club membership is put On Hold:
      • They were already included in the club package, so they will not be removed, but they cannot be processed as long as the hold exists. (You'll see a message for their membership in the shipment.)
      • They will receive the upcoming shipment reminder emails, but they will clearly state that they will not be receiving the package unless the hold is removed. This gives them the opportunity to resume their membership if they wish to receive the shipment products. 
    3. Depending on the membership status, the content of the email will be slightly different though. The will update based on the member.
      1. Active Members


      2. On Hold Members

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  3. How do I turn automated club emails on or off?
    1. Return to Step 1 of the club package setup (your package must be "Active)
    2. On the right hand side of the screen, select the edit icon.
    3. Click the "X" in the date-picker for either the 2 week or 2 day reminder email.
  4. How do I exclude a member from receiving an upcoming club shipment?
    If the membership is still active, make sure that they are added to the club package, then in the "Members" tab, click "Skip".
  5. How Does the Automated Credit Card Decline Email Work
    After a club is processed all the members with a credit card decline will receive an automatic email notification. The email will include a link to their account so they can easily update their credit card information.

Note: Each time 'process' is selected on a club package, members with a declined credit card will receive the decline credit card email.

 
6. Can club emails be "re-sent" to all club members?  
Automatic club emails will be sent out to all club members only one time according to the 2 week and 2 day schedule. You will however, have the option to re-send these emails if you choose to. To re-send one of the automated club emails, simply click on Clubs > Packages > Step 3: Members > Click into the member's package you want to re-send > click resend. This can be done even after the process date has passed.

reminder

7. Will Cancelled club members receive automatic club emails?
No, Cancelled club members will not receive automatic club emails.
 
8. Will Skipped club members receive automatic club emails?
No, Skipped Club members will not receive automatic club emails.
 

9. Do we get notification when a club member updates their credit card information? 

If a new credit card is added or updated, you as the admin will receive the 'new credit card' notification or 'edit credit card' notification found under Settings > Notifications. 


10. Why do people that have their package on hold, get the automated club emails? 

Members who are on hold will still receive the automated club emails to remind them of what they are missing and give them the opportunity to take their membership off of being on hold.


11. Will the automated credit card decline email say why the credit card failed? i.e. expiry 

No, the details around the decline will not be provided. To view the automated credit card decline email you can click on Settings > Transaction Emails > Club Member Shipment Credit Card Decline


12. What if my package is already setup? Will these emails be automatically turned on for me? 

If you have a legacy package already setup, the automated club emails will be added but will default to 'not send.' You can choose to turn these to send if you wish.


13. Can I change the timing around the automated emails (i.e send at 1 week instead of 2 weeks etc)?

We recommend leaving the send dates as they are (i.e. 2 weeks and 2 days out); However, the system will allow you to change the date the automated emails will send. You can do this by clicking into the club package because and clicking the pencil icon above the email section on the right hand side of the screen.

14. I need to delay my club shipment - what do I do about the automated club emails?

If your emails have not been sent yet, you can change the date of the emails to accommodate the delay.

15. What time of day are the club emails delivered to the club members? 

Club emails will send at 8:00 a.m. on the date the club email is scheduled. For example if you 2 week email is set to send on March 1, and have your settings set to PT,  it will send at 8:00 a.m. PT on March 1. (8 am based on Time Zone in Settings)