When sending out invoices and reminders on your behalf, it can happen that we are unable to deliver them (they bounce). As a result, the invoice/case is paused in Likvido and you need to enter a new or alternative email / EAN / address for the customer, to be able to restart the communication. In this article, we go through the new Bounce feature and explain how it helps you react to bounces.
What happens when a communication bounces?
There are two bounce situations in which you will encounter this new feature:
Situation 1: You have enabled letters for the campaign in which the bounced communication is & the customer’s address is empty or only partially entered.
Here, you can choose to either:
- Click on “Fix email”, to enter another email address for a customer.
- Click on “Enter address”, to add a postal address for the customer and send the invoice by letter.
When you click on “Fix email”, a modal will open and let you enter a new email address for your customer. This could be the case for example when:
- We have a different email available for the customer than the one to which the communication was sent.
- We can see that there is a spelling error in the customer’s email address.
Alternatively, you can decide to enter a new EAN number by choosing EAN in the dropdown menu on the modal.
By clicking on “Restart” or “Restart all”, you can choose to either only restart a specific invoice, or restart all invoices that could not be sent to the same customer due to an email bounce.
When you click on “Enter address”, a modal will open to let you enter a new postal address for your customer.
Because letters are enabled in the campaign to which the invoice has been assigned, entering an address allows us to send the communication by letter on your behalf.
Situation 2: You have not enabled letters for the campaign in which the bounced communication is & the customer’s address is fully entered or partially entered.
Here, you can choose to either:
- Click on “Fix email”, to update the customer’s email address
- Click on “Fix your campaign”, to add letters as a communication channel in the campaign the invoice is in, and let us send it by letter to your customer.
This works in the same way as described in Situation 1.
Fix your campaign
When you click on “Fix your campaign”, a modal will open to show you how to activate letters in the relevant campaign:
By clicking on “Edit campaign”, you will be redirected to the campaign in question and will be able to activate letters in all steps of the campaign.
Start by clicking on the Edit icon on the right side of the campaign builder to edit the first step:
Then enable Letters for the campaign step and choose in which situation they should be used:
You will then have to repeat the process for all steps of the campaign. Once letters have been added to all steps of the relevant campaign, you will be able to add an address to your customer, before restarting their invoice (as in Situation 1).
Note on letters: in Likvido's campaigns, letters can only be used as a fallback communication channel (if the customer cannot be reached by SMS or email). Therefore, if another channel is available, it will always be picked over letters.