Sample Email Templates

This page provides sample email templates for required and recommended emails from your platform to end users. These templates are to be used for your integration, and you must consult with your integration team or account manager for any modifications to copy.

Merchant Onboarding Emails

The following email templates are relevant to the merchant onboarding process.

Complete Onboarding

This collection of merchant onboarding emails help communicate with users to ensure that they complete onboarding and are able to process payments without interruption.

Controller email unconfirmed reminder

Subject: Please confirm your platform_name account

platform_name created a merchant account so that you can accept payments easily.

You currently have accounts.balance in your account.

Please confirm your email by confirm_date (14 days after first payment). Otherwise, we'll have to close your account and will refund all payments to your payers.

Once you confirm your email, make sure you also log in and provide accurate identification information about yourself and your bank account by disablement_date (30 days after first payment). If you do not provide this information, platform_name will disable your account from receiving additional payments. If your account remains disabled for 60 days, we will be forced to refund all payments to your payers and close your account.

Purpose: Ensure that merchants complete onboarding and avoid any collected payments being refunded. This copy is to be used when the controller's email address has not been confirmed, as the requirements and timeline for refunds will change depending on this factor.

Required elements:

• Identify your platform & provide context around what their account is for
• confirm_date: The date by which email address must be confirmed
• Outline next steps of onboarding

Controller email confirmed reminder

Subject: Action Required

In order to receive funds from platform_name, you must provide us with accurate information about yourself and link a bank account.

If you do not provide this information by disablement_date (30 days after first payment), platform_name will disable your account from receiving additional payments. If your account remains disabled for 60 days, we will be forced refund all payments to your payers and close your account.

You currently have accounts.balance in your account.

Please provide identification information and link a bank account so you can withdraw money from your account and continue accepting payments.

platform_KYC_CTA

Purpose: Ensure that merchants complete onboarding and avoid any collected payments being refunded. This copy is used when the controller's email address has been confirmed, as the requirements and timeline for refunds will change depending on this factor.

Required elements:

• Identify your platform & provide context around what their account is for
• Date by which email address must be confirmed

Account Capabilities disabled reminder

Subject: Action Required

This is a notice that we have disabled your account from accepting future payments, since it has been 30 days since you have accepted your first payment, and you have yet to verify your account by providing accurate information about yourself and linking a bank account.

In order to verify your account, please provide identification information and link a bank account so you can withdraw money from your account and resume accepting payments.

platform_KYC_CTA

If you do not provide this information by current_issues.timestamp+30_days (60 days after first payment, 30 days after disablement), we will be forced to refund all payments to your payers and permanently close your account.

Purpose: Remind merchants whose account has become disabled the steps required to begin accepting payments again.

Required elements:

• State that the account is disabled from accepting payments
• State how to re-enable payments
• Provide the deadline when payments will be refunded unless payments are re-enabled

Update Legal Entity Details

Subject: Action Required

We need more information about how you're using platform_name.

We've paused your payouts for the time being. Please provide us more information so you can begin receiving payouts again.
More specifically, the following are required: current_issues.errant_fields

Please fill out information here:
platform_KYC_CTA

Please note that if the requested information has not been provided within 30 days, we must pause all incoming payments to your account, and issue refunds after another 30 days.

We apologize for the inconvenience. If you need any help, or have any questions, let us know by responding directly to this email.

Purpose: Notify merchants that new verification information is required, and help ensure uninterrupted processing.

Required elements:

• Identify platform
• State that payouts have been paused
• Identify steps to provide information & re-enable payouts
• Identify deadline for new information before payments will be paused
• Identify deadline for new information before payments will be refunded

Provide Documents

Subject: Action required - please provide required documents

We need more information about how you're using platform_name.

We've paused your payouts for the time being. Please provide us more information so you can begin receiving payouts again.

More specifically, we require documentation from:

• missing_info_on_entity

Click heredoc_upload_URL to begin uploading documents.

Please note that if the requested information has not been provided within 30 days, we must pause all incoming payments to your account, and issue refunds after another 30 days.

We apologize for the inconvenience. If you need any help, or have any questions, let us know by responding directly to this email.

Purpose: Notify merchants that supporting documentation is required to verify their information, and help ensure uninterrupted processing.

Required elements:

• Identify platform
• If "issue_type": "identity_verification" , then state that payouts have been paused
• If "issue_type": "risk_outreach" , then state that WePay may either refund the applicable payment or hold payouts
• Expand missing_info_on_entity and provide a list of specific documents according to the identity_verification and/or risk_outreach structure(s) from the API Notification payload. Find more information on leveraging the document outreach API here .
• Identify steps to provide documentation & re-enable payouts
• Identify deadline for documents before payments will be paused
• Identify deadline for documents before payments will be refunded

Verified Legal Entity

Subject: Thank You

accounts.name,

All of the personal and business details that you supplied have been successfully verified.

Please note that platform_name may request additional information from you in the future. If that happens, you’ll receive plenty of notice and time to complete the request.

Purpose: Notify the merchant that their information has been verified.

Required elements:

• Identify the account
• State that all information they provided has been verified
• Reminder that additional information may be required in the future

Updated Verifications

Subject: Your information has been updated

Your personal and/or business details have been updated.

If you did not make this change, please contact us at platform_support.

Purpose: Notify merchants that an update has been made to their information on file.

Required elements:

• State that an update has been made
• Provide steps to take if they did not make this change
• Provide support contact information

Closed Accounts

Some accounts will close automatically (due to maintaining a negative balance, for instance), while others will be closed manually on WePay's end by disabling a capability.

Account closed due to negative balance

Subject: We've Closed Your Account - Negative Balance

Your accounts.name account balance is accounts.balance.

You've had a negative balance for negative_balance_maintained days, so your account has been closed, and you've been referred to our internal collections department. We may also pursue legal action.

Purpose: Notify merchants that their account has been closed and why.

Required elements:

• Identify account
• Identify current balance
• Identify how long the balance has been negative
• State that the account has been closed
• State that the negative balance has been sent to collections
• State that legal action may be pursued

Disabled Capabilities due to unfulfilled requirements

Subject: Action Required

In order to collect and receive funds through platform_name, you must resolve current_issues.

If you do not resolve this by current_issues.timestamp+{14/30}_days, platform_name we will be forced refund all payments to your payers and close your account.

You currently have accounts.balance in your account.

Please resolve current_issues so you can withdraw money from your account and continue collecting and receiving funds.

Purpose: Notify merchants that they must resolve current or upcoming issues on their account in order to continue processing and avoid refunds.

Required components:

• Identify platform
• Identify issue(s)
• Identify deadline to resolve issues before payments are refunded
• Identify current account balance

Disabled Capabilities due to compliance

Subject: We've Closed Your Account

It seems you are using platform_name in a manner which is either prohibited by financial regulations or which has been deemed unduly high risk. Subsequently, we have closed your account, and you will no longer be able to use platform_name to accept payments. Any pending payments into your account have been canceled, and you will not be able to withdraw funds at this time.

For more information, please visit our Terms of Service:
platform.tos.URL

Thank you for understanding and we apologize that we couldn't offer a better solution.

Purpose: Notify merchants that their account has been closed.

Required elements:

• Identify platform
• State that the account is closed either due to regulations or high risk
• State that the merchant will not be able to receive further funds
• Provide a link to terms of service

Disabled Capabilities due to fraud

Subject: We've Closed Your Account

Upon review, we have determined that we will no longer be able to process payments for your platform_name account. All pending payments have been canceled and any existing payments will be refunded to the payers.

For more information, please visit our Terms of Service:
platform.tos.URL

Thank you for understanding and we apologize that we couldn't offer a better solution.

Purpose: Notify merchants that their account has been closed.

Required elements:

• Identify platform
• State that the account can no longer process payments
• State that refunds will be issued
• Link to terms of service
• Do NOT provide a reason for closure

Disabled Capabilities due to high risk

Subject: We've Closed Your Account

Unfortunately, we can no longer support your business and we'll need to cancel any pending payments.

Because your account is susceptible to a high chargeback or dispute rate, we have to put your remaining balance into reserves for a minimum of 30 days. If your balance goes negative, we'll recover those funds from your bank account. For full details, you can read our Terms of Service:
platform.tos.URL

Thank you for understanding and we apologize that we couldn't offer a better solution.

Purpose: Notify merchants that their account has been closed.

Required elements:

• State that the account will no longer process payments
• State that the account has been closed due to high chargeback/dispute rate
• State that the current balance will be used as a reserve to protect against chargebacks for the next 30 days
• State that if the current balance is not sufficient to protect against future chargebacks, funds will be pulled from the linked bank account.
• Link to terms of service

Disabled Capabilities due to unsupported country

Subject: We've Closed Your Account

It seems you're not located in a supported country or territory. Please read our Terms of Service (platform.tos.URL) for more details. If you have any pending payments, they will be canceled.

We're working hard to expand our international offering, but in the meantime you'll have to find another solution. We apologize for the inconvenience.

Purpose: Notify merchants that their account has been closed.

Required elements:

• State that the merchant is not located in a supported country
• Link to terms of service
• State that the account will no longer be able to process payments

Disabled Capabilities due to TOS violation

Subject: We've Closed Your Account

It seems you're using platform_name for one or more of the activities prohibited by our Terms of Service: platform.tos.URL.

Unfortunately, you can't use platform_nameto accept additional payments. Any pending payments will be canceled and you won't be able to withdraw funds at this time.

Thank you for understanding and we apologize that we couldn't offer a better solution.

Purpose: Notify merchants that their account has been closed.

Required elements:

• Identify platform
• Link to terms of service
• State that the account activity is against terms of service
• State that the account will no longer be able to process payments

Disabled Capabilities due to reported user

Subject: We've Closed Your Account

Unfortunately, we can no longer process payments for you. We'll need to cancel any pending payments, and you won't be able to withdraw funds at this time.

Thank you for understanding and we apologize that we couldn't offer a better solution.

If you have any questions, let us know by responding directly to this email.

Purpose: Notify merchants that their account has been closed.

Required elements:

• State that the account will no longer process payments
• State that the merchant will not receive further funds from the account
• Do NOT provide a reason

Disabled Capabilities due to SDN block

Subject: We've Closed Your Account

It seems you're using platform_name for one or more of the activities prohibited by our Terms of Service: {TypeBlacklistedSDNMatchBlock}.

Unfortunately, you can't use platform_name to accept additional payments. Any pending payments will be canceled and you won't be able to withdraw funds at this time.

Thank you for understanding and we apologize that we couldn't offer a better solution.

Purpose: Notify merchants their account is closed.

Required elements:

• Identify platform
• Link to terms of service
• State that the account will no longer be able to accept payments
• State that the merchant will not receive further funds from the account

Disabled Capabilities due to SDN reject

Subject: We've Closed Your Account

It seems you're using platform_name for one or more of the activities prohibited by our Terms of Service: {TypeBlacklistedSDNMatchReject}.

Unfortunately, you can't use platform_name to accept additional payments. Any pending payments will be canceled and you won't be able to withdraw funds at this time.

Thank you for understanding and we apologize that we couldn't offer a better solution.

Purpose: Notify merchant their account is closed.

Required elements:

• Identify platform
• Link to terms of service
• State that the account will no longer be able to accept payments
• State that the merchant will not receive further funds from the account

Disabled Capabilities due to sanctions

Subject: We've Closed Your Account

It seems you are using platform_name in a manner which is either prohibited by financial regulations or which has been deemed unduly high risk. Subsequently, we have closed your account, and you will no longer be able to use platform_name to accept payments. Any pending payments into your account have been canceled and you will not be able to withdraw funds at this time.

For more information, please visit our Terms of Service:
platform.tos.URL

Thank you for understanding and we apologize that we couldn't offer a better solution.

Purpose: Notify merchant their account is closed.

Required elements:

• Identify platform
• State that account activity is either against regulations or is too high risk
• State that the account will no longer accept payments
• State that the merchant will not be able to receive further funds from the account
• Link to terms of service

Negative Account Balance

Subject: No Action Required - negative balance

We are reaching out to you to let you know your account balance is negative in the amount of accounts.balance. Some common events that could cause your account to go negative are:

• Refunds issued with insufficient balance
  
• Debits on your account due to chargebacks
  

To restore the negative balance, we will initiate a recovery process from your linked bank account payout_methods.nickname.

If successful, you should see one or more debit line item(s) on your bank statement in 3-5 business days that total the negative balance of. If not successful, we will reach out to you again.

Purpose: Notify merchants that their account balance is negative and how it will be resolved.

Required elements:

• Identify the negative balance
• Identify possible ways an account balance can become negative
• Identify that a recovery will begin in order to resolve
• Explain what a recovery is and how it will appear on a merchant's bank statements
• Explain next steps for a successful recovery
• Explain next steps for an unsuccessful recovery

Payment Processing Emails

The email templates below are relevant to processing payments.

Payments

Receipt

Subject: Payment Confirmation

Receipt

Billed To:
payment.payment_method.display_name
payment.payment_method.credit_card.bin
payment.payment_method.credit_card.card_brand
payment.payment_method.credit_card.last_four
payment.payment_method.credit_card.card_holder.holder_name
payment.authorization_code

Purchased from:
accounts.name
entities.address
entities.phone

Description:

description+quantity . . . pricePerUnit

Total: payments.amount
Type: sale
Date: payments.create_time
recurringTransactionDetails
returnPolicy

If you have any questions about your receipt, contact platform_support.

Purpose: Card network rules and Regulation E governing electronic funds transfers stipulate that payers must always be delivered a receipt upon purchase of goods or services. There are strict requirements around what information must be included in the payer’s receipt, outlined below.

Required Elements:

• Transaction Receipt Data

Completed Payment

Subject: Payment Confirmation

Receipt

Billed To: payment_methods.display_name
payment_methods.holder_name


Total: payments.amount

Purchased from: accounts.name entities.address
entities.phone

Description: description+quantity
Type: sale
Date: payments.create_time

If you have any questions about this transaction, contact platform_support.

Purpose: Notify merchant of a new payment.

Required elements:

• Identify payer and payment method information
• Identify total
• Identify account, location, and email address associated with the account
• Identify item description(s)
• Identify transaction date
• Provide support contact information

Canceled Payment

Subject: Payment canceled

The payments.amount payment made by payment_methods.holder_name has been canceled. The money has been removed from the pending balance of your account: accounts.name.

Purpose: Notify merchants that a payment was canceled.

Required elements:

• Payment amount
• Payer information
• Identify the account
• Explain what a canceled payment means

Subject: Payment canceled

The payments.amount payment you made to accounts.name has been canceled. Any money you were charged has been returned to your account.

Purpose: Notify payers that a payment they made was canceled.

Required elements:

• Payment amount
• Account information
• Explain what a canceled payment means

Verify Microdeposits

Subject: Complete Your Payment

platform_name has made two small deposits to your bank account ending in bank_last_four. These deposits should appear in your bank account within the next few days. When they arrive, confirm your bank account by visiting this link: platform.ACH.verification.CTA

Purpose: Notify payers using an unverified ACH payment method that they must verify microdeposits in order to complete their payment.

Required elements:

• Identify platform
• Explain what microdeposits are
• Identify the bank account last 4
• Provide a timeline on when to expect the microdeposits
• Provide a link to verify microdeposits

Microdeposits Reminder

Subject: Complete Your Payment

platform_name has made two small deposits to your bank account ending in bank_last_four. These deposits should appear in your bank account within the next few days. When they arrive, confirm your bank account by visiting this link: platform.ACH.verification.CTA

Purpose: Notify payers using an unverified ACH payment method that they must verify microdeposits in order to complete their payment.

Required elements:

• Identify platform
• Explain what microdeposits are
• Identify the bank account last 4
• Provide a timeline on when to expect the microdeposits
• Provide a link to verify microdeposits

Microdeposit Verification Failed

Subject: Resubmit Your Payment Details

Unfortunately, platform_name your bank account ending in bank_last_four has not been successfully verified. In order to complete you payment, please submit your payment details again: platform.ACH.resubmit.CTA

Purpose: Notify payers using an unverified ACH payment method that they must verify microdeposits in order to complete their payment.

Required elements:

• Identify platform
• Explain that the payment method could not be verified
• Identify the bank account last 4
• Provide a link to resubmit payment details

Failed ACH Payments

This collection of payment processing emails provides users with details regarding failed ACH payments, depending on the API reason for the failure.

ACH bank system error

Subject: Pay With Bank Payment Failed

The payments.amount payment made by payment_methods.holder_name was rejected by your bank because the payer's bank encountered a system failure.

We have contacted the payer so that they can resubmit their payment with a different bank account.

Purpose: Notify a merchant that a payment failed and why.

Required elements:

• Identify payment amount
• Identify payer name
• Identify failure reason

Subject: Pay With Bank Payment Failed

Your payments.amount made to accounts.name was rejected by the payee's bank because your bank encountered a system failure.

Please resubmit your payment with another bank account. If you do not have another bank account, please consider using an alternative payment method, such as credit card.

Purpose: Notify a payer that their payment failed and why.

Required elements

• Identify payment amount
• Identify account name
• Identify failure reason
• Provide next steps to re-try payment

ACH fraud

Subject: Pay With Bank Failed

The payments.amount payment made by payment_methods.holder_name has been rejected at the request of the payer’s bank. Due to this request, the payment has not been completed and the funds will not be applied to the account balance of accounts.name.

Purpose: Notify the merchant of a failed ACH payment without disclosing the reason.

Required elements:

• Identify payment amount
• Identify payer name
• State the payment was rejected by the payer's bank
• Identify account

Subject: Pay With Bank Failed

Your payments.amount payment made to accounts.name was not able to be processed. We're sorry for any inconvenience.

Purpose: Notify the payer of a failed ACH payment without disclosing the reason.

Required elements:

• Identify payment amount
• Identify account
• State the payment was not able to be processed

For the 2 emails above, do NOT mention fraud in your emails.

ACH incorrect info

Subject: Pay With Bank Failed

The payments.amount payment made by payment_methods.holder_name for has failed. Your account has not been charged and the payment has not been completed. Common reasons include:

• The payer's bank rejected the payment request.
  
• The payer submitted either incorrect information or failed to provide certain information altogether.
  

We have contacted payment_methods.holder_name to correct any wrong information and resubmit the payment.

Purpose: Notify merchant that a pending payment has failed.

Required elements:

• Identify payment amount
• Identify payer name
• Include possible reasons for failure

Subject: Pay With Bank Failed

Your payments.amount payment made to accounts.name could not be completed. Common issues include:

• Your bank refused the payment request.
  
• Incorrect bank account information was provided.
  
• Incorrect transaction amount entered for payment.
  
• Insufficient funds in the bank account.
  
• You did not confirm the micro-deposit amounts in your bank account within 30 days.

Please ensure that this information is correct, then resubmit the payment. You may also consider using a different bank account to complete the payment.

Purpose: Notify payer that a payment they tried to make failed.

Required elements:

• Identify payment amount
• Identify account
• Include possible reasons for failure
• Provide next steps to submit a new payment

General Failed Payments

This collection of payment processing emails update users regarding payments (both credit card and ACH) which have been declined by WePay.

Payment denied due to blacklist

Subject: Payment Failed

We're sorry, but we had to cancel the following payment:
payment_methods.holder_name
payments.create_time
payments.amount

We reached out to you earlier to let you know that you can no longer accept payments on platform_name. Unfortunately, that means we'll have to cancel all pending and future payments to your account.

Purpose: Notify merchant that pending payment failed.

Required elements:

• Identify payer name
• Identify transaction date
• Identify payment amount
• Reference previous outreach
• Identify platform name
• State that all pending and future payments will be canceled

Subject: Payment Failed

There was a problem with your payments.amount payment to account accounts.name. This payment wasn't processed because we are no longer processing payments to this account. We apologize for any possible inconvenience. If you need any help or have any questions, let us know by responding to this email.

Purpose: Notify payer that their payment failed.

Required elements:

• Identify payment amount
• Identify account name
• State that the account can no longer accept payments

Payment denied due to name mismatch

Subject: Payment Failed

We're sorry, but we had to cancel the following payment:
payment_methods.holder_name
payments.create_time
payments.amount

Some of the information provided about the payer does not match the information found on the credit card. We've contacted the payer, so they can update their information.

Purpose: Notify merchant that payment failed.

Required elementd:

• Identify payer name
• Identify payment date
• Identify payment amount
• Identify why the payment failed

Subject: Payment Failed

There was a problem with your payments.amount payment to accounts.name. This payment wasn't processed because the name on the credit card that you used was not your name.

Try updating your info to make the payment again.

If you need any help or have any questions, let us know by responding to this email.

Purpose: Notify payer that their payment failed.

Required elements:

• Identify payment amount
• Identify account
• Identify why the payment failed
• Identify next steps to submit a successful payment

Payment denied due to fraud

Subject: Payment Failed

We're sorry, but we had to cancel the following payment:
payment_methods.holder_name
payments.create_time
payments.amount

We're looking into suspicious activity related to this payment, so we've contacted the payer. If everything checks out, we'll ask the payer to try again.

In the meantime, we'll continue to monitor your account for suspicious payments to protect you from chargebacks and disputes.

Purpose: Notify merchant that a payment failed.

Required elements:

• Identify payer name
• Identify payment date
• Identify payment amount
• Explain that the payer has been contacted
• Explain that the account is being monitored to protect the merchant

Subject: Payment Failed

Thanks for your payments.amount payment to accounts.name. Unfortunately, your payment wasn't processed because of a problem with the merchant's account.


We've contacted the person you are trying to pay to fix the problem. Once the issue is resolved you'll be able to make your payment again.

Purpose: Notify payer their payment failed.

Required elements:

• Identify payment amount
• Identify account name
• Explain that there is an issue with the account
• Explain that the merchant has been contacted to resolve the issue

In the 2 emails above, do NOT mention fraud.

Payment denied due to inadequate info

Subject: Payment Failed

We're sorry, but we had to cancel the following payment:
payment_methods.holder_name
payments.create_time
payments.amount

The payer must verify their payment information and can then try to submit the payment again. If you need any help or have any questions, let us know by responding directly to this email.

Purpose: Notify merchant that a payment failed.

Required elements:

• Identify payer name
• Identify payment date
• Identify payment amount
• Identify that the payment information was incorrect and that the payer must resubmit payment

Payment denied due to undisclosed reason

Subject: Payment Failed

We're sorry, but we had to cancel the following payment:
payment_methods.holder_name
payments.create_time
payments.amount

The description you provided for the payment did not include enough information. We want to make sure payments follow our Terms of Service: platform.tos.URL.

Please include more details on future payments. After you update the description, feel free to try the payment again. If you need any help or have any questions, please respond directly to this email.

Purpose: Notify merchant that a payment failed.

Required elements:

• Identify payer name
• Identify payment date
• Identify payment amount
• Link to terms of service
• Request additional information about the payment

Subject: Payment Failed

Thanks for your payments.amount payment to accounts.name. Unfortunately, your payment wasn't processed because we were not sure what the payment was for. We need to ensure that each payment on platform_name follows our Terms of Service: platform.tos.URL.

We've contacted the person you are trying to pay to fix the problem. Once the issue is resolved you'll be able to make your payment again.

Purpose: Notify payer that their payment failed.

Required elements:

• Identify payment amount
• Identify account name
• Identify platform name
• Link to terms of service
• Explain that the merchant has been contacted to resolve the issue

Payment denied due to unsupported country

Subject: Payment Failed

We're sorry, but we had to cancel the following payment:
payment_methods.holder_name
payments.create_time
payments.amount

Unfortunately, it looks like you're not a resident of a supported country or territory which is a violation of our Terms of Service: platform.tos.URL.

Purpose: Notify merchant that a payment failed.

Required elements:

• Identify payer name
• Identify payment date
• Identify payment amount
• Explain that the merchant is not in a supported country
• Link to terms of service

Subject: Payment Failed

There was a problem with your payments.amount payment to account accounts.name. This payment wasn't processed because the person you are trying to pay does not live in a supported country or territory. This is a requirement of accepting payments with platform_name.

We apologize for any possible inconveniences.

If you need any help or have any questions, let us know by responding to this email.

Purpose: Notify payer that their payment failed.

Required elements:

• Identify payment amount
• Identify account name
• Explain that the merchant is not in a supported country
• Identify platform name

Payment denied due to TOS violation

Subject: Payment Failed

We're sorry, but we had to cancel the following payment:
payment_methods.holder_name
payments.create_time
payments.amount

It seems you are using platform_name for one or more activities prohibited by our Terms of Service: platform.tos.URL.
Thanks for understanding and we hope this hasn't caused too much trouble. Please reach out to platform_support if you have any questions.

Purpose: Notify merchant that a payment failed.

Required elements:

• Identify payer name
• Identify payment date
• Identify payment amount
• Identify platform name
• Explain that the payment is against terms of service
• Link terms of service
• Provide platform support email

Subject: Payment Failed

Thanks for your payments.amount payment to accounts.name Unfortunately, your payment wasn't processed because the payment violated our Terms of Service: platform.tos.URL.

If you need any help or have any questions, let us know by responding to this email.

Purpose: Notify merchant that a payment failed.

Required elements:

• Identify payment amount
• Identify account
• Explain that the payment is against terms of service
• Link to terms of service

Payment denied due to other reason

Subject: Payment Failed

We're sorry, but we had to cancel the following payment:
payment_methods.holder_name
payments.create_time
payments.amount

If you have any questions, feel free to respond to this email.

Purpose: Notify merchant that a payment failed.

Required elements:

• Identify payer name
• Identify payment date
• Identify payment amount

Subject: Payment Failed

Thanks for your payments.amount payment to accounts.name. Unfortunately, your payment wasn't processed.

This can happen for a variety of reasons. Please contact us by responding to this email and we'll be able to give you more information about why this payment wasn't processed, and how we can verify the payment so it may process in the future.

We apologize for any possible inconveniences.

Purpose: Notify payer that their payment failed.

Required elements:

• Identify payment amount
• Identify account name
• Provide next steps to try the payment again

Payment denied due to unverified merchant

Subject: Payment Failed

We're sorry, but we had to cancel the following payment:
payment_methods.holder_name
payments.create_time
payments.amount

Click the link to verify your account details so you can start accepting payments:
platform_KYC_CTA

Purpose: Notify merchant that a payment failed.

Required elements:

• Identify payer name
• Identify payment date
• Identify payment amount
• Provide next steps for the merchant to continue processing payments

Subject: Payment Failed

Thanks for your payments.amount payment to accounts.name. Unfortunately, your payment wasn't processed because we couldn't verify the merchant's account accepting your payment.

We've contacted the account holder you are trying to pay to fix the problem. Once the issue is resolved you'll be able to make your payment again.

Purpose: Notify payer that their payment failed.

Required elements:

• Identify payment amount
• Identify account
• Explain that the merchant's account needs to be verified in order to process payments
• Explain that the merchant has been contacted in order to resolve the issue

Payment denied due to unverified payer

Subject: Payment Failed

We're sorry, but we had to cancel the following payment:
payment_methods.holder_name
payments.create_time
payments.amount

We monitor payments to protect you from chargebacks and disputes, and for this one, we're having trouble verifying your customer's information.
We're in touch with the payer and they can try the payment again with the correct information.

Purpose: Notify merchant that a payment failed.

Required elements:

• Identify payer name
• Identify payment date
• Identify payment amount
• Explain that the payer could not be verified

Subject: Payment Failed

We're sorry, but we had to cancel your payments.amount payment to accounts.name.

We're having troubles verifying the information you provided with your payment. If you would like to resubmit your payment, please ensure you use your real name, correct email address and/or correct billing address.

If you need any help or have any questions, let us know by responding to this email.

Purpose: Notify payer that their payment failed.

Required elements: -Identify payment amount

• Identify account
• Explain that the payer's real personal information must be provided in order to process another payment

Payment denied due to email address

Subject: Payment Failed

We're sorry, but we had to cancel the following payment:

payment_methods.holder_name
payments.create_time
payments.amount

It appears you entered your email address where we ask for the cardholder's email address. Providing the cardholder's email address allows platform_name to send receipts and protect you from chargebacks or disputes.

Please enter the correct information and try the payment again.

Purpose: Notify merchant that a payment failed.

Required elements:

• Identify payer name
• Notify payment date
• Identify payment amount
• Explain that the email address for a payment must belong to the payer, not the merchant
• Identify platform
• Explain next steps for a successful payment

Payment Operation Emails

The emails below are relevant to payment operations (refunds, disputes, etc).

Refunds

This collection of payment operation emails help keep users informed regarding the status of payments which have been refunded, and regarding the status of the refund itself.

New Refund

Subject: Payment Refunded

A refund of total_refund_amount has been issued for the payments.amount payment you made to accounts.name. The money you were charged has been returned to your account.

refunds.refund_reason

Purpose: Notify the payer that their payment was refunded.

Required elements:

• Identify refund amount
• Identify original payment amount
• Identify account
• Include refund reason

Subject: Payment Refunded

A refund of refund_amount_from_merchant has been issued for a payment made by payment_methods.holder_name. The money has been removed from your account: accounts.name

refunds.refund_reason

If you have questions or concerns please respond to this email.

Purpose: Notify merchant that a payment was refunded.

Required elements:

• Identify refund amount
• Identify payer name
• Identify account
• Include refund reason

Failed Refund

There are a couple different emails to send out when a Refund fails, depending on the recipient of the email:

Subject: Refund Failed

The following refund has failed due to FAILURE.REASON_CODE:

Billed To:
payment_methods.display_name
payment_methods.holder_name

Total: refund_amount_from_merchant

Purchased from:
accounts.name
entities.address
entities.phone

Description: description+quantity
Type: sale
Date: payments.create_time

We have notified payment_methods.holder_name and are working with them to resolve the issue.

Purpose: Notify merchant that an attempted refund failed.

Required elements:

• Provide failure reason code
• Identify payment method name
• Identify payer name
• Identify payment amount
• Identify account
• Identify merchant address
• Identify primary email address on the account
• Identify payment date
• Explain that the payer has been contacted to resolve the issue

Subject: Refund Failed

The following refund has failed due to FAILURE.REASON_CODE:

Billed To:
payment_methods.display_name
payment_methods.holder_name

Total: payments.amount

Purchased from:
accounts.name
entities.address
entities.phone

Description: description+quantity
Type: sale
Date: payments.create_time

In order to resolve this issue, please reach out to your card issuer and identify any problems there, and then reach out to platform_support.

Purpose: Notify payer that an attempted refund failed.

Required elements:

• Identify payment method name
• Identify payer name
• Identify payment amount
• Identify account name
• Identify merchant address
• Identify primary email address for merchant
• Identify payment date
• Provide next steps to resolve the issue
• Provide platform support contact

Disputes

This collection of payment operation emails notify users of new disputes, resolved disputes, and receipt of dispute evidence.

There are a few emails to notify the merchant and payer of a new dispute. The body of the email will depend on the context of the Dispute:

New Dispute due to fraud or service not provided

Subject: You have a new chargeback - Response required within 5 business days

Hello accounts.name,

We have received a notification that a chargeback has been filed on the following transaction:

Site: entities.primary_url
Summary: accounts.name
Amount: disputes.amount
Payer name: payment_methods.holder_name
Payer email: card_holder.email
Date: payments.create_time
More payment details: platform_URL_to_dispute_details
Chargeback reason code: disputes.reason

A chargeback occurs when a cardholder requests a refund through their financial institution. As a result of this chargeback, the disputed amount and any applicable processing fees will be withdrawn from your payments account. If you don't have enough money in your account to cover the disputed amount, we'll debit the difference from your bank account.

We are here to help! In order to pursue this chargeback on your behalf, your response along with the documents to be submitted as evidence must be received within 5 business days.

You can either concede or challenge this chargeback. Click on the buttons provided in this email notification or take the actions by logging into your merchant portal.

1. If you decide to “Concede”, we close the case in favor of the cardholder
   
2. If you decide to “Challenge”, you are required to provide the documents as listed below (in PDF or JPG format)

What do you need to provide?

• Signed contracts, agreements or terms of service
  
• Correspondence with the payer (emails, texts)
  
• Tracking numbers and/or delivery confirmation (sign into your carrier's website to supply full URL address information)
  
• Itemized Receipt
  
  

Concede this chargeback: platform_URL_concede_dispute
Challenge this chargeback: platform_URL_challenge_dispute

The chargeback process is governed by card network regulations and depending on the complexity of each case, it can take up to 90 days to resolve a chargeback. If you win the chargeback, we will release the disputed funds back to your payments account.

We apologize for any inconveniences that this has caused. If you have any questions, please reply to this email.

Purpose: Notify merchant of a new disute and next steps to resolve.

Required elements:

• State that a chargeback has occurred
• Identify the merchant website
• Identify the account
• Identify the chargeback amount
• Identify the payer name
• Identify the payer email (if applicable)
• Identify the chargeback date
• Provide a link to any platform-hosted reporting
• Provide the dispute reason code
• Explain what a chargeback is and why it may have occurred
• Explain that the chargeback will be challenged on the merchant's behalf if they provide documentation
• List documentation to provide (exact as above)
• Explain the difference between challenging and conceding
• Provide call-to-action buttons/links for the merchant to either challenge or concede
• Provide a timeline for resolution

New Dispute due to not as described

Subject: You have a new chargeback - Response required within 5 business days

Hello accounts.name,

We have received a notification that a chargeback has been filed on the following transaction:

Site: entities.primary_url
Summary: accounts.name
Amount:disputes.amount
Payer name: payment_methods.holder_name
Payer email: card_holder.email
Date: payments.create_time
More payment details: platform_URL_to_dispute_details
Chargeback reason code: disputes.reason

A chargeback occurs when a cardholder requests a refund through their financial institution. As a result of this chargeback, the disputed amount and any applicable processing fees will be withdrawn from your payments account. If you don't have enough money in your account to cover the disputed amount, we'll debit the difference from your bank account.

We are here to help! In order to pursue this chargeback on your behalf, your response along with the documents to be submitted as evidence must be received within 5 business days.

You can either concede or challenge this chargeback. Click on the buttons provided in this email notification or take the actions by logging into your merchant portal.

1. If you decide to “Concede”, we close the case in favor of the cardholder
   
2. If you decide to “Challenge”, you are required to provide the documents as listed below (in PDF or JPG format)

What do you need to provide?

• Signed contracts, agreements or terms of service
  
• Correspondence with the payer (emails, texts)
  
• Tracking numbers and/or delivery confirmation (sign into your carrier's website to supply full URL address information)
  
• Itemized Receipt

Concede this chargeback: platform_URL_concede_dispute
Challenge this chargeback: platform_URL_challenge_dispute

The chargeback process is governed by card network regulations and depending on the complexity of each case, it can take up to 90 days to resolve a chargeback. If you win the chargeback, we will release the disputed funds back to your payments account.

We apologize for any inconveniences that this has caused. If you have any questions, please reply to this email.

Purpose: Notify merchant of a new dispute and next steps to resolve.

Required elements:

• State that a chargeback has occurred
• Identify the merchant website
• Identify the account
• Identify the chargeback amount
• Identify the payer name
• Identify the payer email (if applicable)
• Identify the chargeback date
• Provide a link to any platform-hosted reporting
• Provide the dispute reason code
• Explain what a chargeback is and why it may have occurred
• Explain that the chargeback will be challenged on the merchant's behalf if they provide documentation
• List documentation to provide (exact as above)
• Explain the difference between challenging and conceding
• Provide call-to-action buttons/links for the merchant to either challenge or concede
• Provide a timeline for resolution

New Dispute from AmEx or due to recognition

Subject: You have a new chargeback - Response required within 5 business days

Hello accounts.name,

We have received a notification that a chargeback has been filed on the following transaction:

Site: entities.primary_url
Summary: accounts.name
Amount:disputes.amount
Payer name: payment_methods.holder_name
Payer email: card_holder.email
Date: payments.create_time
More payment details: platform_URL_to_dispute_details
Chargeback reason code: disputes.reason

A chargeback occurs when a cardholder requests a refund through their financial institution. As a result of this chargeback, the disputed amount and any applicable processing fees will be withdrawn from your payments account. If you don't have enough money in your account to cover the disputed amount, we'll debit the difference from your bank account.

We are here to help! In order to pursue this chargeback on your behalf, your response along with the documents to be submitted as evidence must be received within 5 business days.

You can either concede or challenge this chargeback. Click on the buttons provided in this email notification or take the actions by logging into your merchant portal.

1. If you decide to “Concede”, we close the case in favor of the cardholder
   
2. If you decide to “Challenge”, you are required to provide the documents as listed below (in PDF or JPG format)

What do you need to provide?

• Signed contracts, agreements or terms of service
  
• Correspondence with the payer (emails, texts)
  
• Tracking numbers and/or delivery confirmation (sign into your carrier's website to supply full URL address information)
  
• Itemized Receipt

Concede this chargeback: platform_URL_concede_dispute
Challenge this chargeback: platform_URL_challenge_dispute

The chargeback process is governed by card network regulations and depending on the complexity of each case, it can take up to 90 days to resolve a chargeback. If you win the chargeback, we will release the disputed funds back to your payments account.

We apologize for any inconveniences that this has caused. If you have any questions, please reply to this email.

Purpose: Notify merchant of a new dispute and next steps to resolve

Required elements:

• State that a chargeback has occurred
• Identify the merchant website
• Identify the account
• Identify the chargeback amount
• Identify the payer name
• Identify the payer email (if applicable)
• Identify the chargeback date
• Provide a link to any platform-hosted reporting
• Provide the dispute reason code
• Explain what a chargeback is and why it may have occurred
• Explain that the chargeback will be challenged on the merchant's behalf if they provide documentation
• List documentation to provide (exact as above)
• Explain the difference between challenging and conceding
• Provide call-to-action buttons/links for the merchant to either challenge or concede
• Provide a timeline for resolution

New Dispute email to payer

Subject: A Chargeback Was Filed Against Your Payment

You recently disputed the following payment:

Site: entities.primary_url
Summary: accounts.name
Amount:disputes.amount
Payer name: payment_methods.holder_name
Payer email: card_holder.email
Date: payments.create_time

This dispute is currently pending review.

If you did not mean to reverse this charge, please contact your card company to withdraw your dispute.

Purpose: Notify payer of a new dispute and steps to resolve.

Required elements:

• Identify merchant website
• Identify account
• Identify dispute amount
• Identify payer name
• Identify payer email
• Identify dispute date
• Identify the status of the dispute
• Provide next steps

Resolved Dispute for merchant

Subject: Your Chargeback has been resolved

Thank you for all of your cooperation throughout this process. We received notification from your payer's issuing bank that you won the chargeback for the following transaction:

Site: entities.primary_url
Summary: accounts.name
Amount:disputes.amount
Payer name: payment_methods.holder_name
Payer email: card_holder.email
Date: payments.create_time

Since the chargeback has been canceled, this charge will stand and the disputed funds will be returned to your account.

Purpose: Notify merchant that a dispute has been resolved in their favor.

Required elements:

• Explain that the dispute has been resolved
• Identify the merchant website
• Identify the account
• Identify the dispute amount
• Identify the payer name
• Identify the payer email
• Identify the dispute date
• Explain that funds will be returned to the merchant

Subject: Your Chargeback has been resolved

Thank you for all of your cooperation throughout this process. After carefully reviewing the information provided by both parties we have made a decision to not issue a refund for the following transaction.

Site: entities.primary_url
Summary: accounts.name
Amount:disputes.amount
Payer name: payment_methods.holder_name
Payer email: card_holder.email
Date: payments.create_time

Purpose: Notify payer that a dispute has been resolved for the merchant.

Required elements:

• Explain that the dispute has been resolved
• Identify the merchant website
• Identify the account
• Identify the dispute amount
• Identify the payer name
• Identify the payer email
• Identify the dispute date
• Explain that funds will be returned to the merchant

Resolved Dispute for payer

Subject: Your Chargeback has been resolved

Thank you for all of your cooperation throughout this process. We received notification from your payer's issuing bank that you won the chargeback for the following transaction:

Site: entities.primary_url
Summary: accounts.name
Amount:disputes.amount
Payer name: payment_methods.holder_name
Payer email: card_holder.email
Date: payments.create_time

Since the chargeback has been canceled, this charge will stand and the disputed funds will be returned to your account.

Purpose: Notify merchant that a dispute has been resolved for the payer.

Required elements:

• Explain that the dispute has been resolved
• Identify the merchant website
• Identify the account
• Identify the dispute amount
• Identify the payer name
• Identify the payer email
• Identify the dispute date
• Explain that funds will not be returned to their account and will remain with the payer

Subject: Your Chargeback has been resolved

Thank you for all of your cooperation throughout this process. After carefully reviewing the information provided by both parties the decision has been made to issue a refund for the following transaction.

Site: entities.primary_url
Summary: accounts.name
Amount:disputes.amount
Payer name: payment_methods.holder_name
Payer email: card_holder.email
Date: payments.create_time

The amount to be refunded will be sent back to the payer's account today. The refund for total amount paid, including fees, should complete in 3-5 business days.

Purpose: Notify payer that a dispute has been resolved for them.

Required elements:

• Explain that the dispute has been resolved
• Identify the merchant website
• Identify the account
• Identify the dispute amount
• Identify the payer name
• Identify the payer email
• Identify the dispute date
• Explain that funds will remain with them and not be returned to the merchant

Received Dispute evidence

Subject: Your Documents have been received

Thank you for your cooperation in our chargeback process. We will send the evidence you provided to your payer's card company and will let you know when the chargeback is resolved. If you win the chargeback, the funds will be released to your account. Please be aware the timing for this process varies and can take up to two months to receive a resolution.

Site: entities.primary_url
Summary: accounts.name
Amount:disputes.amount
Payer name: payment_methods.holder_name
Payer email: card_holder.email
Date: disputes.create_time

Purpose: Notify a merchant that evidence they provided to challenge a dispute has been received.

Required elements

• Explain next steps in the challenge process
• Provide a timeline for resolution
• Identify merchant website
• Identify account
• Identify dispute amount
• Identify payer name
• Identify payer email address
• Identify dispute date

Adjustments

This collection of payment operation emails keeps users informed when WePay makes an adjustment to their account balance.

Credit Adjustment

Subject: Your Account has been credited

platform_name has added adjustments.amount to your accounts.name account.

If you have any questions, please contact platform_support.

Purpose: Notify merchant that they received a credit adjustment.

Required elements:

• Identify platform
• Identify credit amount
• Identify account
• Provide platform support contact

Debit Adjustment

Subject: Your Account has been debited

platform_name has debited adjustments.amount from your accounts.name account.

If you have any questions, please contact platform_support.

Purpose: Notify merchant that their account balance was debited as an adjustment.

Required elements:

• Identify playform
• Identify debit amount
• Identify account
• Provide platform support contact

Recoveries

This collection of payment operation emails keeps users informed when WePay attempts to recover from their attached payout method.

New Recovery

Subject: Automatic Payment for your Negative Balance

We are reaching out to inform you that a recovery to debit your bank account payout_methods.nickname is being processed.

The recovery will debit accounts.balance in order to resolve the current negative balance.

If you need any help, or have any questions, let us know by responding directly to this email.

Purpose: Notify merchant that their bank account is being debited to cover their negative balance.

Required elements:

• Identify payout method name
• State that it is being debited
• Identify the debit amount
• Explain that the debit is to cover their negative balance
• Identify their current balance

Initial failed Recovery

Subject: Action Required - Negative Balance

We are reaching out to inform you that a recent attempt to debit your bank account payout_methods.nickname was unsuccessful.

This attempt was done to restore your account balance, which is still negative at accounts.balance.

To correct this issue:

• Work with your financial institution to authorize the debits coming in
  
• Ensure there are enough funds to restore the balance

If your account stays negative for more than 60 days, it could lead to the closing of your account and you will no longer be able to accept payments. We may reach out to you regarding alternate ways to resolve this issue. If there is no willingness to cooperate, further legal action may be pursued.

We appreciate your business. If you have questions or concerns please respond to this email.

Purpose: Notify merchant of negative balance and failed attempt to resolve.

Required elements:

• Identify payout method name
• State that an attempted recovery failed
• Identify current account balance
• Outline next steps to resolve (exact as above)
• Explain ramifications of continued negative balance

Subsequent failed Recoveries

Subject: Action Required - Negative Balance

Your platform_name account balance is accounts.balance.

You've had a negative balance for negative_balance_maintained days. We've attempted to debit your bank account on multiple occasions, but these debits have failed.

If we cannot bring your account positive during the next days_until_60_closure days, it'll be closed, and you'll be referred to our internal collections department. We may also pursue legal action.

Purpose: Notify merchant of negative balance and multiple failed attempts to resolve.

Required elements:

• Identify platform
• Identify current account balance
• Identify how long the balance has been negative
• Explain that multiple attempts to resolve the negative balance by debiting their bank account have failed
• Provide a deadline for the merchant to resolve the issue
• Explain next steps if the issue is not resolved by the deadline

Failed Recovery caused payout method removal

Subject: Automatic Payouts paused

Your platform_name account balance is accounts.balance.

You've had a negative balance for negative_balance_maintained days. We're unable to bring your account positive because you haven't provided a bank account for us to debit.

If we cannot bring your account positive during the next {DAYSBEFORECLOSE} days, it'll be closed, and you'll be referred to our internal collections department. We may also pursue legal action.

Purpose: Notify merchant they cannot receive payouts until a new bank account is provided and their negative balance is resolved.

Required elements:

• Identify platform
• Identify negative balance
• Identify how long the balance has been negative
• Explain that attempts to resolve the negative balance cannot be made until a working bank account is provided
• Identify a deadline to resolve the negative balance
• Explain next steps if the issue is not resolve by the deadline

Merchant Payout Emails

The following emails templates are relevant to the merchant payout process.

Payouts

This collection of payout emails keeps merchants updated regarding the status of a payout.

Reviewing Payout

Subject: Delayed Payout

We've scheduled a payouts.amount payout to your bank account payout_methods.nickname, pending review. Typically, reviews take up to 2 business days to complete, after which your funds will post to your account according to Same Day Deposit time lines.

Purpose: Notify merchant of a delay in their payout.

Required elements:

• Identify payout amount
• Identify payout method name
• State that the scheduled payout is pending review
• Provide review timeline (exact as above)

Settling Payout

Subject: Settled Payout

A deposit has been made to your settlement bank account. Debited from your account: accounts.name. Deposited to bank account payout_methods.nickname ...payout_methods.last_four. Amount Deposited: payouts.amount. The funds should appear in your bank account in 2-5 business days. {{viewpayoutdetails_CTA}}

Purpose: Notify merchant of settled payout.

Required elements:

• Identify payout amount
• Identify payout method name
• Identify payout method last four account numbers
• State the expected date settlement funds will be available

Updated Payout Method

Subject: Payout Method Update Was Successful

Your primary payout method is now payout_methods.nickname.

If you did not make this change, please contact us at platform_support.

Purpose: Notify merchant that the change they made to their payout method went through.

Required elements:

• Identify new payout method name
• Provide next steps if the merchant did not make this change
• Provude platform support contact

Invalidated Payout Method

Subject: Action Required: Automatic payouts paused

accounts.name,

Automatic withdrawals to your bank nicknamed payout_methods.nickname have been paused because payouts.failure.reason.

Please recommended_action so we can get your automatic withdrawals up and running.

Purpose: Notify merchant that they cannot receive payouts until they provide a working payout method.

Required elements:

• Identify account
• Identify old payout method
• Identify payout failure reason
• State that due to the failure reason, payouts cannot be sent to that payout method
• Provide recommended next steps for the merchant to begin receiving payouts again

*Recommended actions should be based on the Platform Action in the failure reason table. Please specifically note the reasons which call for limited outreach or omitted information, and plan accordingly.

Failed Payouts

This collection of payout emails provides merchants with an explanation and next steps for failed payouts.

Failed Payout due to fraud

Subject: Problem with your payout

We recently detected suspicious payer activity related to your account. For your protection we've canceled your payouts.create_time withdrawal of payouts.amount.

As a precaution, we will refund any suspicious payments. We'll also return any remaining funds from your withdrawal to your balance.

We apologize for the inconvenience. If you need any help, or have any questions, let us know by responding directly to this email.

Purpose: Notify merchant of failed payout.

Required elements:

• Explain suspicious activity
• Identify payout date
• Identify payout amount
• Explain that the payout was canceled
• Explain that suspicious payments have been refunded
• Prompt the merchant to reach out if they have questions or need help

Failed Payout due to high risk

Subject: Problem with your payout

We're sorry, but we've canceled your payouts.create_time withdrawal of payouts.amount because we've noticed your account has received a number of chargebacks or disputes.

Chargebacks and disputes affect your balance, and in some situations can make your balance go negative. To help prevent your account from going negative, we've temporarily placed your funds in reserves.

We apologize for the inconvenience. If you need any help, or have any questions, let us know by responding directly to this email.

Purpose: Notify merchant of failed payout.

Required elements:

• State that payout has been canceled
• Identify payout date
• Identify high chargeback rate
• Explain the risk of a negative balance associated with high chargeback rates
• Explain that a reserve has been put in place to protect against any negative balance

Failed Payout due to inadequate info

Subject: Problem with your payout

We're sorry, but we've canceled your payouts.create_time withdrawal of payouts.amount because we need more information about how you're using platform_name so we can review your account.

We've paused your withdrawals for the time being. Please provide us more information so you can re-enable withdrawals.

We apologize for the inconvenience. If you need any help, or have any questions, let us know by responding directly to this email.

Purpose: Notify merchant of failed payout.

Required elements:

• State that payout has been canceled
• Identify payout date
• Identify payout amount
• Explain that additional information is needed
• Identify platform
• Explain next steps to receive payouts

Failed Payout due to other reason

Subject: Problem with your payout

We're sorry, but we have canceled your payouts.create_time withdrawal of payouts.amount from platform_name.

The funds from this withdrawal have been added back to your balance.

We apologize for the inconvenience. If you need any help, or have any questions, let us know by responding directly to this email.

Purpose: Notify merchant of failed payout.

Required elements:

• State that payout has been canceled
• Identify payout date
• Identify payout amount
• Identify platform

Failed Payout due to TOS violation

Subject: Problem with your payout

We're sorry, but we have canceled your payouts.create_time withdrawal of payouts.amount. It seems you are using platform_name for one or more activities prohibited by our Terms of Service.

We apologize for the inconvenience. If you need any help, or have any questions, let us know by responding directly to this email.

Purpose: Notify merchant of failed payout.

Required elements:

• State that payout was canceled
• Identify payout date
• Identify payout amount
• Identify platform
• State that account activity is against terms of service
• Link to terms of service

Failed Payout general

Subject: Problem with your payout

We've canceled your payouts.create_time withdrawal of payouts.amount.

The most common causes of a failed withdrawal are:

• The admin name on the account is not the name on the bank account. For security reasons, the financial admin must match the name of the account we're sending money to.
  
• The bank account number is invalid or mistyped.
  
• The routing number is incorrect. Some banks use a different routing number than the one printed on your checks for electronic ACH transfers. We recommend contacting your bank to verify the correct number to use.
  
  If you've already entered in new bank account information, we will initiate a new transfer of funds as soon as possible. We typically allow 2-5 business days for transactions like this to complete.
  
  If you need any help, or have any questions, let us know by responding directly to this email.

Purpose: Notify merchant of failed payout.

Required elements:

• State that payout was canceled
• Identify payout date
• Identify payout amount
• List common reasons for failures
• Suggest adding a new bank account to receive payouts
• State that if a new bank has already been added, then a new payout will automatically be attempted

Failed Payout due to unverified merchant

Subject: Problem with your payout

We're sorry, but we've canceled your payouts.create_time withdrawal of payouts.amount because we need more information to understand how you're using platform_name.

This information allows us to better understand who you are. If you are processing payments for a business or organization, we need to verify that you're authorized to act on behalf of the business. We've paused your withdrawals for the time being.

We apologize for the inconvenience.

If you need any help, or have any questions, let us know by responding directly to this email.

Purpose: Notify merchant of failed payout.

Required elements:

• State that payout has been canceled
• Identify payout date
• Identify payout amount
• Identify platform
• Explain that onboarding information needs to be provided in order to receive payouts

Failed Payout due to negative account balance

Subject: Problem with your payout

We're sorry, but we've canceled your payouts.create_time withdrawal of payouts.amount because this withdrawal would have driven your platform_name balance negative.

This may have occurred because one of the following occurred after your payout was initiated, but before the funds were physically sent to you:

• A refund was issued
  
• You received a chargeback
  
• You lost a dispute
  

We've returned the funds from your withdrawal to your balance.

We apologize for the inconvenience. If you need any help, or have any questions, let us know by responding directly to this email.

Purpose: Notify merchant of failed payout.

Required elements:

• State that payout has been canceled
• Identify payout date
• Identify payout amount
• Identify platform
• Explain that the payout was canceled due to a negative balance
• Provide common reasons that their balance could be negative
• State that funds from the payout have been added back to the account balance

Merchant High Volume Emails

The email templates below are relevant to merchant accounts who are of the type unincorporated_association and nonprofit_corporation, and need to be informed at various money thresholds to provide more information about their beneficiaries and donors.

First Threshold

Subject: Account Details Needed

Now that you're a larger business, and have crossed 500k in payments, please fill out information for your significant beneficiaries and donors.

platform_KYC_CTA

Thank you for being a valued customer. To continue processing payments and receiving payouts, please provide additional information about your account. If and when you process $1,200,000.00, you will be required to complete the review.

Purpose: Provide a reminder to merchants of upcoming data needed, if they cross the 1.2m threshold.

Required elements:

• CTA to your platform's KYC flow.

Second Threshold

Subject: Account Details Needed

Now that you're a larger business, and have crossed 1 million in payments, please fill out information for your significant beneficiaries and donors.

platform_KYC_CTA

Thank you for being a valued customer. To continue processing payments and receiving payouts, please provide additional information about your account. If and when you process $1,200,000.00, you will be required to complete the review.

Purpose: Provide a reminder to merchants of upcoming data needed, if they cross the threshold the 1.2m threshold.

Required elements:

• CTA to your platform's KYC flow.

Final Threshold

Subject: ACTION REQUIRED: Account Details Needed to Continue Payments and Payouts

You must complete your account review to continue processing payments and receiving payouts. Information is needed about your beneficiaries and recipients.

platform_KYC_CTA

Please complete the review as soon as possible.
Failure to do so will result in the following:

1. Payouts disabled immediately.
2. Payments disabled in 30 days, and funds returned to payers.

Purpose: Provide information to merchants that information is required. In addition, inform them of account capabilities.

Required elements:

• CTA to your platform's KYC flow.

User Management

The email templates below are relevant to user management, which WePay cannot handle but does require of Clear partners.

Password reset requested

Subject: platform_name Password Changed

Per your request, we have successfully changed your password.

If you did not request to change your password, please contact us at platform_support.

Purpose: Notify users that their password change request was successful.

Required elements:

• Platform name
• State that password was successfully changed
• Provide next steps if they did not request the change
• Platform support contact

Password reset instructions

Subject: Password reset instructions

We received a request to reset the password for your account.

Please do so on platform_password_reset_URL.

If you did not request a password reset, please contact platform_support.

Purpose: Provide instructions to users on resetting their password.

Required elements:

• Link to platform reset page
• Instructions
• Next steps if user did not request change
• Platform support contact

Email address change requested

Subject: Received request to change email

We received a request to change your primary email address. Once your new email address has been confirmed, you will no longer be able to use this email address.

If you did not request to change your email address or have additional questions, please contact us at platform_support.

Purpose: Provide guidance to users requesting an email update.

Required elements:

• State that an email change was requested
• Provide next steps if user did not request this change
• Platform support contact

Email address changed

Subject: platform_name Email Changed

Per your request, we have successfully changed your primary email address on platform_name.

If you did not request to change your email address, please contact us at platform_support.

Purpose: Notify users that their email change request was successful.

Required elements:

• Reference the user's initial request
• Identify platform
• State that request was successful
• Platform support contact
• Provide next steps if user did not request this change

Multi-factor authentication method changed

Subject: Your security settings have been updated

Per your request, we've updated your 2-step verification.

If you do not recognize this change, please contact platform_support.

Purpose: Notify users that their MFA settings were updated.

Required elements:

• Reference the user's initial request
• Identify platform
• State that request was successful
• Platform support contact
• Provide next steps if user did not request this change

Platform Account compromised

Subject: Important password reset information

We recently detected suspicious login attempts and activity in your platform_name account.

Don't worry, you just need to reset your password, which you can do at: platform_password_reset_URL.

In addition, we strongly urge you to also reset any other passwords or accounts of importance, such as email or bank accounts, to help keep those accounts secure.

If you have any additional questions, please do not hesitate to reply back to this email.

Purpose: Notify users that their account required additional security measures.

Required elements:

• Explain recent suspicious activity
• Identify next steps
• Link platform password reset page
• Encourage user to reset other passwords online

User email confirmation

Subject: Confirm your Email

You just signed up for platform_name so you can accept payments easily.

In order to prevent unauthorized sign ups and fraud, we ask that you confirm your email address.

If you do not confirm your email within 14 days of when you first received a payment, platform_name will disable your account from receiving additional payments and will refund all payments to your payers.

Once you confirm your email, make sure you also log in and provide accurate identification information about yourself and your bank account. If you do not provide this information, platform_name will refund all payments to your payers 30 days after you accept your first payment.

If you did not sign up, and believe you are receiving this message in error, please contact platform_support.

Purpose: Instruct users on how to confirm their email address, and why.

Required elements:

• Identify platform
• Request user to confirm email address
• State next steps if email address does not get confirmed (exact as above)
• Provide next steps after email address confirmation

Platform account deleted

Subject: Your profile is closed

Your profile closure request has been processed, and your profile with platform_name has been closed.

You will no longer be able to log in with your email address and you will not receive any correspondence from platform_name after this email.

If you have any questions or would like to reinstate your profile please contact customer support at platform_support.

Purpose: Notify users when their account gets closed.

Required elements:

• State that the account has been closed
• Identify platform
• State that the user will no longer be able to login
• State that the user will no longer receive emails from platform

Variables

This section outlines all variables needed for the emails listed above and explains how to get the value for each. Variables are organized here based on any applicable API resource or the overarching owner of the value. For instance, a variable for which you, the platform, must determine the value (like platform name) can be found in the platform sub-section.

Custom values are defined by you.

Platform

Legal Entities

Accounts

Account Capabilities

Payments, Orders and Payment Methods

Refunds

Payouts and Payout Methods

Disputes and Adjustments