Introduction
RentVisie emails your customers by itself: a confirmation when a booking is confirmed, the invoice when it is made, reminders before pick-up, a feedback request afterwards, and more. Sometimes one of those emails should not go. This page shows the three ways to stop them: for one customer and one kind of email, for one booking at the moment you act on it, or for everyone at once.
The per-customer list sits on the customer's own screen, on a tab called Emails. Under the heading Email exclusions and the line You can exclude email types from being sent to this customer below. is a New button and a list with one column, Automated type. Each row is one kind of email this customer will no longer get.
Why you would use it:
- a business customer's accounts department wants invoices only through their own portal, not by email
- a regular customer books by phone and finds the confirmation and reminder emails annoying
- you are confirming a booking for a colleague's relative and do not want the standard email to go
- a customer asked you to stop the feedback request after every rental
- you are correcting an old booking and must not send the customer anything
Terms used on this screen:
| On screen | What it means |
|---|---|
| Automated type | The kind of email, such as Invoice or Booking confirmation |
| Template | The wording your company keeps for one kind of email, in one language |
| Exclusion | One row on a customer's Emails tab: "never send this customer this kind of email" |
Every way to stop an email:
| Route | Who it affects | How long | Covered here |
|---|---|---|---|
| A row on the customer's Emails tab | One customer, one kind of email | Until you delete the row | Yes |
| Confirm without email, Cancel without email, Create invoice, Credit (no email), Finalise (no email) | One booking, one action | Only that one time | Summarised under Key details; each has its own page |
| Setting a template's Active to No | Every customer | Until it is switched back on | No, see Set up the automatic emails |
Use the customer's Emails tab when the customer should stop getting one kind of email for good; use a "without email" button when it is only about this one booking.
How to use
Configuration
There is nothing to set up. The Emails tab is on every customer's screen.
Before you start: adding or deleting an exclusion needs a normal staff account. A restricted staff account sees the list but cannot change it. Switching a template off for the whole company needs a company administrator.
Using the email exclusions
From the main menu open Customers, then click the Customers tile. Click the customer's row to open their screen, and click the Emails tab in the row of tabs (it sits between Mandates and Other).
- Click New. A small window headed Edit Email Exclusion opens.
- In Automated type, choose the kind of email to stop. The list holds every kind of automated email the app knows, by the names in the table under Key details.
- Click Save. The window closes and the row appears in the list.
- Repeat for each further kind of email. One row stops one kind only.
When the change becomes real. The row is stored the moment you click Save in the small window. You do not need to save the customer as well, and Cancel on the customer screen does not take it back.
How to undo it. Click the bin icon at the right of the row. The row goes straight away, without a question, and the customer gets that kind of email again from then on.
Whether it is retroactive. It works from the moment it is saved, for every booking the customer has, old or new. Emails that already went are not recalled, and nothing is sent later to make up for the ones it stopped.
When it worked, the kind of email is listed on the tab, and the next time the app would have sent it, nothing goes. No message appears to say an email was held back.
Key details
What an exclusion stops. Every email the app sends by itself about a booking checks the list first: confirmations, invoices, reminders, the feedback request, and the ones sent by the buttons on a booking's Emails tab, such as Payment Reminder. It does not stop an email you write or check yourself in an email window before pressing send; that goes to the address you see. A stopped email leaves no trace: it does not appear under Admin, Communicator, Sent Emails.
The exclusion must be on the booking's customer. The app checks the customer the booking belongs to, even when the email goes to someone else. So the confirmation to an extra driver is stopped by adding DriverBookingConfirmation on the main customer's Emails tab. A row on the driver's own record does nothing for that booking.
Stopping the automatic invoice email. Invoices come in four kinds of email, and each needs its own row:
| Automated type | Which invoice |
|---|---|
| Invoice | The ordinary invoice for a booking |
| Deposit invoice | The invoice for a deposit |
| Credit invoice | A credit note |
| Lease renewal | The monthly invoice the nightly lease run makes |
The invoice itself is still made, numbered and stored as a PDF on the booking. Only the email stays behind, so send the PDF another way if the customer still needs it. For one invoice only, click Create invoice instead of Create and send invoice; see Invoice a booking.
Stopping the automatic confirmation. For one booking, click Confirm without email; see Confirm a booking. That button is not there when a booking confirms itself, for example when a customer books and pays on your website. Only an exclusion stops those. If your company has Advanced payment configuration switched on, the confirmation may go out as one of two other kinds, depending on how far away the pick-up is. To stop every confirmation, add all three: Booking confirmation, Booking confirmation advance payment and Booking confirmation full payment with deposit.
Worked example. Bouwbedrijf De Vries rents a van for a month at €1,200 excluding value-added tax (VAT), invoiced through the nightly lease run, and wants no invoices by email. You add Invoice only. On the first of the month the lease run makes an invoice of €1,452.00 including 21% VAT, and it is emailed anyway, because the lease run sends it as Lease renewal. You add Lease renewal as well. Next month the €1,452.00 invoice is made and stored on the booking, and no email goes.
What to do next. Once the rows are in place, nothing else is needed. If the customer later says an email they wanted has stopped, open their Emails tab first; if the whole company has stopped receiving one kind of email, see Find out why an email did not arrive.
Q&A
I added Booking confirmation for a customer, but they still received a confirmation. Why? Your company probably uses Advanced payment configuration, so this booking's confirmation went as Booking confirmation advance payment or Booking confirmation full payment with deposit. Add those two rows as well on the customer's Emails tab.
A customer excluded from invoice emails still received this month's lease invoice. Why? Lease invoices from the nightly run are sent as Lease renewal, not Invoice. Add a Lease renewal row. A credit note is Credit invoice and needs its own row too.
I pressed Payment Reminder and saw Email sent, but the customer got nothing. Why? The app shows Email sent even when the customer has an exclusion for that kind of email. Check their Emails tab and delete the row with the bin icon if they should get it. For other causes see Send customers reminders before and after a rental.
Why does Save show "Email exclusion type already exists."? This customer already has a row for that kind of email. Click Cancel. The same message appears if you open an existing row with the pencil icon and click Save without changing it. To change a row, delete it with the bin icon and add the new one.
I excluded a driver from confirmations, but the driver still gets them. Why? The app only looks at the booking's main customer. Open the main customer and add DriverBookingConfirmation on their Emails tab.
Can I see every customer who has an exclusion? No. Exclusions are only shown per customer, on their Emails tab. Open each customer from Customers, Customers tile.
Can I stop all automated email to a customer with one click? No. Each kind of email needs its own row, so a customer who wants nothing at all needs a row for each kind in the list. To stop one kind of email for every customer, ask your company administrator to switch its template off; see Set up the automatic emails.
Related pages:
- Confirm a booking, for Confirm without email on one booking.
- Cancel a booking, for Cancel without email.
- Take back an invoice with a credit note, for Credit (no email).
- Run the pickup inspection and Take a vehicle back at the end of a rental, for Finalise (no email).
- Send a customer an email from a booking, when you want to write to the customer yourself.