Introduction

In circuly, you can designate a specific customer care email address to receive automatic notifications when key customer-related events occur. These notifications help your internal team stay informed and take timely action when needed.

Feature Overview

The email address you define in your circuly Hub will receive alerts for the following types of events:

• Failed Payments – When a recurring payment attempt does not go through.
• Unreturned Products – When the return deadline has passed and no product has been received.
• Subscription Cancellation Requests – When a customer initiates a cancellation.
• Chargebacks – When a customer disputes a transaction with their payment provider.
• Issues Reported – When a customer reports a problem via the Self-Service Portal.

This setting ensures that your customer service team is always in the loop and can respond quickly to customer needs or potential problems.

How to set up the customer care email address

1. Login to your circuly Hub
2. Navigate to: Settings > Company Settings > Base Setup
3. Locate the field labeled Customer Care Email Address
4. Enter the email address that should receive the notifications.
5. Click Save Changes at the bottom of the page.

✅ Tip: Use a shared customer support email (e.g., support@yourcompany.com) so multiple team members can monitor incoming alerts.

Examples of Email Notifications

Below are examples of the kinds of notifications your team might receive:

1. Unreturned Product Notification
   Subject: “Product not returned – [Order ID]”
   Body: Alerts the team that a return deadline has passed without product return.
2. Failed Payment Notification
   Subject: “Failed Payment – [Customer Name or ID]”
   Body: Informs about unsuccessful payment attempts requiring follow-up.
3. Issue Reported from Self-Service Portal
   Subject: “Customer reported an issue – [Subscription ID]”
   Body: Includes the customer's message and issue details.
4. Subscription Cancellation Request
   Subject: “Cancellation request received – [Subscription ID]”
   Body: Lets your team know a customer wants to end their subscription.
5. Chargeback Notification
   Subject: “Chargeback initiated – [Transaction ID]”
   Body: Notifies you that a dispute has been raised by the customer’s payment provider.

‍

Setting up the Customer Care Email Address in Circuly ensures that your team receives critical updates without delay. With automated notifications for cancellations, payment failures, and other key events, you can proactively manage customer support and maintain high service standards.