Reminder

BerhozBerhoz Member Posts: 2

Is it possible to change the wording of your payment reminders?

Comments

  • AlexiaAlexia Administrator Posts: 3,314 admin

    Hi, @Berhoz.

    It isn't currently possible to change the wording on reminders, but I'd love to hear your thoughts about the reminders as they are now.

    Do you have any specific comments or complaints? What would you change? Do you want to be able to fine-tune them for each of your client? Is there specific information you'd like to be able to add to that message?

  • pianoteacherpianoteacher Member Posts: 10

    I own a private piano studio. My clients are adult students and parents of young students. They all know me personally and we interact in person on a weekly basis. I am reluctant to use Wave's current payment reminder because the language seems less friendly than my usual messages and features a big stamp that says "UNPAID", which conveys a tone I'd never use. It's important for me to cultivate a positive ongoing relationship with my clients.

    I would like to be able to edit the template, or at least remove the "UNPAID" stamp. The wording "Just a friendly reminder" followed by a period and "you have not yet completed payment" sounds harsh. Perhaps instead: "Just a friendly reminder that Invoice #xxx is now due. My records show that I haven't yet received payment. I would appreciate if you could check this out on your end. Please reach out if you have any questions."

    I also would like a record of reminders I have sent manually, since I don't use automatic reminders. It is difficult to follow up on questions from clients and to remember whether I have already sent a reminder.

    I notice there have been at least nine other Wave users commenting about these questions:
    https://community.waveapps.com/discussion/comment/9687#Comment_9687
    https://community.waveapps.com/discussion/comment/8847#Comment_8847

    Thanks for your time!

  • RahimRahim Member Posts: 97 ✭✭

    Thanks for the feedback here @pianoteacher ! I have followed the other threads as well on reminders. When crafting your message, we want to help business owners with a basic message (to help those that find payment followups hard/awkward) and we want to help increase the seriousness in tone based on how days overdue the reminder is. This is an area we will look to bring more control over and customizability to as we make improvements to communications with your customer. Control over messaging and history are two areas we are looking at across the product.

    Can you outline some of the reasons you don't use automatic reminders? Is it the interval, or something else?

  • pianoteacherpianoteacher Member Posts: 10

    Sure! I don't use automatic reminders because (1) the default language is too strong, and (2) it wouldn't be appropriate for all my clients. Some clients let me know the reason if their payment will be late, so they don't need a reminder, and others might receive a reminder in person from me. Automatic reminders are a little too formal for my business.

    Thanks for your prompt follow-up and great service!

  • kovalnyckovalnyc Member Posts: 4

    I would agree that the current verbiage for the Reminder is too harsh.

    I also cultivate personal relationships with my clients, and the current wording is cold and a bit unfriendly. That stamp looks almost amateurish. I would never use it as it is, even if I need to send a reminder. I find I have to do it manually.

    My question to Wave is Why not give us the ability to change the wording and look of the reminder. It's our business how we interact with our clients, not Wave's. I'm curious about this decision to withhold this ability?

    Please let me know your reasoning.

    Thanks
    Peter

  • kovalnyckovalnyc Member Posts: 4

    @Rahim said:
    we want to help business owners with a basic message (to help those that find payment followups hard/awkward) and we want to help increase the seriousness in tone based on how days overdue the reminder is.

    Supplying a basic template for wording is fine, but you users should definitely have the ability to alter and customize how we interact with our own clients.

    I also think that your question to Piano Teacher about why she's not using Automatic Reminders when she already stated that the wording is too harsh, suggests you aren't reading the comments carefully or just don't care.

    I would use Automatic Reminders if I could change the wording myself.

  • hitcontinuehitcontinue Member Posts: 1

    I also would like to edit the wording of payment reminders. I offer a service my customers need to know that if the invoice is not paid, they risk their service being suspended.

  • RahimRahim Member Posts: 97 ✭✭

    @kovalnyc Thanks for the catch. It seems I missed a word in my sentence to @pianoteacher. I was trying to understand if that was the only reason or were there other factors as well that were preventing the use of automatic reminders. Thank you for the feedback so far. We're making some changes under the hood to bring more control to invoice reminders in the new year. If you have any other suggestions, I'd love to hear them!

    Thanks,

    Rahim

  • MB_BokkeeppingMB_Bokkeepping Member Posts: 4

    I also would like to have customised payment reminders. I know some of my clients just need a little nudge now and then so the current reminder is great, but some need a swift push and to know in no other words that if they don't pay, services will be suspended and the matter will escalate to debt collectors. Also would be useful if it could be copied to another email (for instance client and accountant). Thanks!

  • YelenaYelena Member Posts: 4

    Customized payment reminders would be great. Or even just more options like to send monthly or quarterly.

  • ByDesignByDesign Member Posts: 4

    really need this feature. I have had to stop using reminders because I noticed the wording and big OVERDUE stamp was way over-the-top/harsh for communication with my clients. I need to be able to customize this for each client. It shouldn't be a generic change on the backend by Wave, it should be a blank form that can be customized. and in the meantime - at the very least.... please remove (or give us the option to remove) the big OVERDUE stamp.

  • AndrewFromWaveAndrewFromWave Administrator Posts: 10 admin

    @ByDesign @Yelena thanks for adding to the conversation! As @Rahim mentioned above, customization of communications is definitely something we're looking at improving across Wave. We'll be sure to include your feedback in our discussions as we plan and build new ways to help you manage your customer relationships effectively :smile:

  • mtnmammamtnmamma Member Posts: 0

    Adding another vote to adding this feature in Wave and in fact the ability to customize all email notifications for:

    New Invoice
    Payment notifications
    Late payment reminders
    Recurring invoice
    New estimates
    New Credit
    New Clients

    This list will look familiar if you have used Freshbooks. Crafting your own message allows you to give your unique voice to each piece of communication which in turn supports your individual company's brand.

    Thanks!

  • GoBrownieGoBrownie Member Posts: 5

    I am not sure the status of this thread but I also agree on the ability for customizing. Can someone please provide an update on this functionality.

    Thank you

  • KenpesaKenpesa Member Posts: 3

    Any progress with this customisation yet. I agree with the comments here, customisation is important for reminders. After all if we can customise the invoice then it has to be possible with the reminder as well.
    No one wants to annoy and loose their customers in the process

  • AlexLAlexL Administrator Posts: 1,139 admin

    Hi everyone. No updates as of yet, but we'll be building out our invoicing product a little bit later on in the year. Although all of the details on this are still not 100% clear, we're hoping we can address some of your overall concerns around invoicing reminders. Keep commenting with your workflows and use cases so we can get a better understanding of how this would help your business.

  • JellyfishChrisJellyfishChris Member Posts: 3

    Count me as another vote for the ability to edit the wording of the reminder emails. And/or, there should be mention in the 'reminder' that it is an 'automated reminder'.
    We had a customer (that we have on ongoing relationship with) complain today, about the tone of our 'Reminder'!
    Basically, I can echo pretty-much all of the same comments from others (above).

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