Creating a well-structured cancellation email template is essential for maintaining trust and ensuring customers have all the information they need.
Set Up a Cancellation Template
Click the Cancellation Templates tab in Access PaySuite DDCMS.
Click Create Cancellation Code, located on the right-hand side.
A pop up box will appear and the below will need to be entered:
Cancellation Code: A unique identifier (minimum of 2 characters and maximum of 4 characters).
Cancellation Reason: A brief explanation for the cancellation (can be any relevant reason).
Click Save and Create a Template.
Review the Cancellation Reason selected on the previous page.
Under Email Customization Option, choose whether the template should apply Always or Never. Scroll down to find the Letter Customization Option section.
Set the Email Subject that will appear in the customer’s inbox.
Create Merge Fields in a Cancellation Template
Within the email body of the cancellation template, you can insert merge fields to automatically pull information from Access PaySuite DDCMS and place it into the email or letter. These fields allow you to include details such as the customer’s name, address, contact information, and any other data stored in their contract, ensuring the message is personalised and accurate.
Open the email body editor in the cancellation template and navigate to the section where you want to insert merge fields.
Click the [#] icon (Insert keyword) in the header of the editor. This will open a panel showing all available keywords from Access PaySuite DDCMS.
Scroll through the list to review the options. Merge fields include customer details like name, address, and contact information, as well as contract data.
Select the merge field you need. For example:
[#CUSTOMER_SURNAME#] for the customer’s surname
[#CUSTOMER_CUSTOMER_REF#] for the customer's reference number
Click OK to insert the merge field at the cursor’s position in the email or letter template.
Check that the merge field appears in the correct spot. Repeat the process to add more fields if needed.
Add Logos into a Cancellation Template
Cancellation templates can be customised to include your business logo.
You can host the logo yourself on any platform that provides a direct URL to the image file (for example, your own website or an image hosting service). This URL should link directly to the image, not to a webpage containing the image.
Please follow the steps below on how to add the logo onto the cancellation template:
Click on the Image icon in the header of the editor.
In the URL field, paste the direct link to your logo. After pasting, click anywhere outside the box to preview the logo.
To adjust the size, edit the value in the Height or Width fields.
Once you’re happy with the size, click OK to save your changes.
Alternatively, you can send the logo file to us, and we’ll upload it to Access PaySuite DDCMS via your profile page and add the logo into the cancellation template for you.
Add the template for both Emails and Letters
Once you’re satisfied with the wording and details in your Email template, click Save at the bottom of the page. If you’d also like to use this template in the Letters section so you can send both emails and letters, please follow the steps outlined below:
At the top of the email editor, click Source. This will convert the template into HTML code.
Highlight and copy the entire body of the HTML code, including any elements such as the logo and text formatting.
Scroll down to the Letter section where you want to add the content.
In the letter editor, click Source to switch to HTML view. Paste the copied HTML code into the editor.
Click Source again to switch back to the standard view. You should now see the content displayed in its normal format, including the logo and text.
After completing your templates, click Save at the bottom of the page. This action will return you to the main Cancellation Templates page.