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Highly configurable if you want
How you choose to communicate with your customer does not have to be difficult. Vrio has preinstalled responders that work without any configuration required.It is recommended that you add your own branding and sender information before using.

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Choosing who sends the emails
Vrio allows users to use a third party email delivery system to send emails by configuring an SMTP connection. Vrio provides users with a default connection to send order, payment, shipment and subscription status emails. To send marketing related emails, a third party connection is required.

What are responders

A responder is an email or SMS sent to the customer based on a specific action.

The actions are triggered by the input fields where the responder is added.

How responders are managed

Responders follow a set process to add and use:

All Responders are centrally located under Settings > Responders. See Add a Responder.
After Responders are created, they are enabled for use by selecting them in designated input fields found on the:
1. Campaign
2. Offer
3. Offer Cycle
4. Dunning Profiles
5. Partial Responder Schedules
Responders will be sent once a specific action occurs as designated by the input field. For advanced use cases, it is imperative to understand how the order of operations governs the input field hierarchy for which Responder is sent.

Choosing which input fields to use

By selecting an input field or purposely leaving it empty, the business can fine tune the level of messaging presented to the customer. In designing your messaging approach consider scenarios like:

Do certain products sold need very detailed instructions (assembly, safety, compliance, return policy, etc)?
1. If so, then those products will need to use Offer level responders
2. If not, then Campaign level responders provide the standard consumers expect.
Does your retention department want to fine tune messaging based on how many renewal cycles a customer is on?
1. If so, then those Subscriptions can use Offer Cycle responders to message around each renewal independently.
2. If not, then the Subscription can rely on Offer level responders to provide standard communication.

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Reference the advanced configuration guide
The advanced configuration guide outlines all input fields available, what causes them to action and how they interoperate. You can also see common configuration examples here.

Default communication

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Make sure to add your branding
The Vrio preinstalled responders will use the default branding on your Campaign. You can add your logos and color them here.

Campaign

By default, Vrio preinstalls Responders at the Campaign level. These responders will communicate:

Abandon checkout
Order checkout details and payment receipt
Shipping and delivery information (when applicable)
Refund (or voided) receipts (when applicable)

You can easily turn these off by navigating to the specific Campaign > Responders and de-selecting them

Offer

Vrio preinstalls Responders at the Offer level. These responders will communicate:

Subscription details and payment receipt
Subscription cancelled
Subscription reactivated
Subscription pause
Subscription unpause

You can easily turn these off by navigating to the specific Offer > Responders and de-selecting them.

Recommended communication to add

Returns

Inform the customer on returning a product(s)

For businesses that sell shippable products, it is recommended to build a Responder on how to return products for a refund. You can choose two methods:

If the process to return ANY product purchased is the same, then the Campaign Responder RMA is sufficient.
If the process to return a specific product(s) is required, then each Offer Responder RMA is required.

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Offer and campaign responders for returns
Not every Offer will need an RMA responder, only those that the business wants specific instructions on. If an Offer does not have a specific RMA responder, the Campaign RMA responder will be used.

Inform the customer the return was received

The Return responder communicates to the customer the product they returned to you was received. You can choose two methods:

If the messaging is the same for every product(s) returned, then the Campaign Responder Return is sufficient.
If the messaging needs to be tailored to the product(s) returned, then each Offer Responder Return is required.

Subscriptions

Welcome

For businesses that want to create a specialized onboarding message, the Offer level Welcome responder provides this.

Create tailored messaging around the Subscription, benefits and other important details to minimize customer service injuries.

Upcoming Subscription Renewal

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Consider compliance
In some markets it's required to inform the customer of upcoming subscription payments within a designated time frame. Check with your legal resource to know if this should be mandated.

By Default, Vrio will always inform a customer of a payment for a Subscription by using the Offer Cycle Secondary Charge responder after a successful payment.

For businesses that want to inform the customer of the upcoming Subscription payment, see how to add them under configuration examples.