During a date-to-date rental, a given number of mandatory emails and other optional ones are sent to the customer according to the progress of his rental. Let's see what these emails are and how to configure them.

Global view of the email journey

Design of emails built in Prismic

See this article : How to modify transactional email colors and images

Details of email content

1. Sending a discount code as part of a marketing campaign

You are free to imagine and create as many promotional offers as you wish and distribute them by email. To create a promotional code, it happens here. You are responsible for sending this offer to your audience. Lizee can provide you with the list of subscribers to the newsletter if necessary.

2. Registration confirmation

• Registration validated only once the user has validated his email address by clicking on the button in the registration confirmation email
• Configuration details: Mail requesting a registration confirmation on the rental or second-hand site

3. Password Forgotten 

• Sent when clicking on the "forgot your password?" on the site login/register page
• Configuration details: Mail to change password when it has been forgotten

4. Welcome

• Email made on estimate, built on Brevo + Make for the sending trigger
• Sent maximum 15 minutes after registration on the site (more regular frequency to be negotiated)
• May contain the first name, last name of the customer
• Sample welcome email

5. Order Confirmation

• Sent directly after an order is placed, contains the rental invoice in attachment.
• Configuration details: Order confirmation email date to date

6. Order cancelled

• Sent as soon as a customer cancels their order from their account or if the after-sales team cancels it from Sylius. (see: Under what conditions can an order be cancelled?)
• Be careful, most of the time, the email announces that the refund is in progress. When the order is cancelled from Sylius, you must also do the refund action manually. When the order is cancelled from the customer account, the order is refunded automatically.
• Configuration details: Order Cancellation Mail

7. Order refunded

• Sent directly after a refund is made on Sylius. (be careful, this action is not possible if the rental was paid by electronic payment terminal, outside of Stripe or Adyen)
• The refunded amount is not indicated in the email
• The renter's first name can be indicated with the parameter {{ params.firstName }}
• The invoice of the order which is reimbursed is added as an attachment, it does not include the mention of a refund, it is really the original invoice.
• Configuration details: Order Refund Mail Date to Date

8. Store Delivery Custom only: Parcel delivered in store

• Sent once the store has validated the package receipt in store
• Configuration details: Store Delivery Custom: Email Notification when the Order is Ready for Pickup at the Store (Parcel Delivered)

9. InStore and Store Delivery Custom only: Parcels received

• Sent once the store has validated the package collection by the customer in store
• Setup Details: InStore and Store Delivery Custom only: Mail when package has been picked up by customer

10. Reminder: last day of rental

• Sent automatically on the last day of rental
• Possibility to include the customer's first name
• Example of last day of rental email

11. Return period exceeded

• Sent automatically on the last day to return the package: D+X of the end of rental
• Configured in Brevo + Make for the trigger
• Possibility to include the customer's first name
• Example of last day email to return products

12. Return processed

• Sent for all date to date models except InStore
• Sent as soon as the order return is processed in the warehouse (Returns > Register a return) with the scan of each product inside the parcel
• Contains the list of products received in the warehouse
• Setup Details: Mail when product return is processed by warehouse

13. Satisfaction survey

• Sent at D+8 from the end of rental in general
• Configured in Brevo + Make for the trigger
• Possibility to include the customer's first name
• Example of an email with a related satisfaction survey