How can I stop sending payment reminder campaign emails after a customer pays their balance?

Problem

You want to stop your payment reminder campaign from sending emails to customers who have paid their balance to $0. The system does not automatically stop emails when the balance is paid.

Solution

First, set your campaign audience to exclude customers without a balance. You can do this for a new audience or existing audience.

If your campaign includes more than one email, you must also set the email sequence to stop sending emails when a recipient leaves the audience.

Things to know

The Audience Builder cannot exclude adjustment invoices so we recommend using the Customer balance filter instead of the Invoice Balance filter to exclude customers with a $0 balance.

Set exclusion criteria for an audience

1. Go to Marketing > Pro Campaigns and create a new campaign or edit an existing payment reminder campaign.

2. In the Audiences section, click Add Audience or Edit.

3. On the Select Audience screen that opens, create a new audience or edit an existing one. If creating a new audience, enter the audience name then click Begin.

4. In the Exclude section, click Add group.

5. Select Customer on the right to view the Customer filter options.

6. Next to Balance, select less.        

   Note: Make sure to use the Customer balance and not the Invoice balance filter.

7. Enter 1 in the dollar amount field for the balance. 

8. Add any other exclusion or inclusion criteria as needed. For more information on how multiple filters and filter groups affect your audience reach, see Create audiences.

9. When finished building your audience, click Continue.

10. Select the audience in the list then click Apply Audience.

Stop sending emails when a recipient leaves the audience

If your campaign includes multiple emails, you must set the email sequence to stop sending emails when a recipient leaves the audience. Otherwise, customers will continue to receive emails even after they leave the audience.

1. In the Email Sequence section, click Add Content or Edit.

2. If adding content for the first time, select One-time or Automated, and then add content for the campaign as needed.        

   Tip: Add your customer portal link to your email content so customers can easily pay their balance. For more, see Add special links and merge tags to your marketing content.

3. In the Conditions section, select Stop sending emails when a recipient leaves the audience.        

   Note: This condition only appears as an option when you have more than one email in your campaign sequence.

      

4. When finished, click Save & Continue.