Automatic notifications
Unisoft automatically sends emails at each important event of a subscription. These notifications save you from having to monitor constantly and warn the donor as soon as an action on their part is needed. This page lists all automatic notifications and their triggers.
Overview
| Event | Recipient(s) | Expected action |
|---|---|---|
| Subscription creation | Donor | Confirmation, no action |
| Successful monthly direct debit | Donor (if tax receipt enabled) | None — receipt receipt |
| Direct debit failure | Donor + admin | Check the account / card |
| Switch to Expired card | Donor + admin | Update the card |
| Switch to Interrupted | Donor + admin | Urgent intervention |
| Manual cancellation | (no automatic email) | Up to you to notify |
| Limit reached (Completed) | Donor | End of cycle information |
Donor-side notifications
Subscription confirmation
| When | At the creation of a subscription |
|---|---|
| Content | Summary of parameters: monthly amount, method, reason, date of first direct debit |
| Attachment | None — it is just a confirmation email |
| Expected action | None, it is information |
Monthly tax receipt (if enabled)
| When | At each successful direct debit with the Tax receipt option enabled |
|---|---|
| Content | Direct debit confirmation + tax receipt as attachment |
| Attachment | PDF of the electronically signed tax receipt |
| Expected action | Keep the receipt for their tax declaration |
Direct debit failure notification
| When | At each direct debit failure (1st, 2nd or 3rd attempt) |
|---|---|
| Content | Notification that the direct debit did not go through, probable reason, invitation to check |
| Attachment | None |
| Expected action | Check their card, account or funds |
Switch to Expired card
| When | At the moment Unisoft detects that the card has expired |
|---|---|
| Content | Information that the card has expired + personalized link to update |
| Attachment | None |
| Expected action | Click on the link and enter the new card |
Switch to Interrupted
| When | After the 3rd consecutive failure, at the moment of switching to Interrupted |
|---|---|
| Content | Information that the subscription is suspended, update link if applicable |
| Attachment | None |
| Expected action | Update the card or contact the organization |
End of cycle (limit reached)
| When | When the planned number of direct debits is reached, or the cumulative cap |
|---|---|
| Content | Information that the subscription has reached its end |
| Attachment | Optionally, the annual summary (if enabled) |
| Expected action | Optionally, sign up for a new commitment |
Administrator-side notifications
Your organization's administrators receive emails on certain events. These emails do not replace regular consultation of the backoffice, but serve as an alert for cases that require rapid intervention.
Direct debit failure
| When | At each direct debit failure |
|---|---|
| Content | Donor identity, amount, failure reason |
| Recipients | Email addresses configured in notification settings |
| Urgency | Low at 1st and 2nd failures, high at the 3rd |
Switch to Interrupted
| When | At the time of the 3rd failure |
|---|---|
| Content | Alert: a subscription moves to Interrupted, action required |
| Urgency | High |
Switch to Expired card
| When | When an expired card is detected |
|---|---|
| Content | Information: a subscription moves to Expired card, reminder link available |
| Urgency | Medium |
Notifications that do NOT exist
Some actions trigger no automatic email — it is up to you to notify the donor if necessary:
| Action | Automatic notification? | Why? |
|---|---|---|
| Pause by an admin | ❌ No | Often following a direct exchange with the donor, who already knows |
| Reactivation by an admin | ❌ No | Same |
| Permanent cancellation by an admin | ❌ No | Up to you to communicate the decision if needed |
| Reason change | ❌ No | Internal information |
| Comment modification | ❌ No | Internal information |
Best practices
Configure the admin recipients
Check in your organization's preferences that the right email addresses receive admin notifications. For interrupted or expired card subscriptions, it is crucial that at least one person is alerted and responsive.
Monitor deliverability
Automatic emails can land in donors' spam, especially on the first send to a new address. Check from time to time with a sample of donors whether they are properly receiving confirmations and tax receipts.
Complement with human messages
Automatic notifications are valuable but generic. For important cases (large donors, special situations), a personalized message from the admin carries much more weight.
Email templates to prepare
Prepare templates in advance for recurring situations:
- Reminder for expired card (for donors who do not react to the automatic email)
- Thank-you message on a subscription anniversary (1 year, 5 years)
- Message in case of pause after a refund ("Following our exchange…")
- Message announcing cancellation after several failures without response
Summary diagram
Going further
- Manage an expired card
- Handle direct debit failures
- Preferences — configure recipients of admin notifications