Automated Emails from PodPlay

The PodPlay system sends automated emails to the Customer when an action is performed. These emails are NOT marketing emails; they are similar to receipts.

If a Customer “Unsubscribes” or filters these automated system emails into their spam folder, they will not receive any future emails. For example, if a Customer “Unsubscribes” from the automated system emails, they will not receive a signup link email in the future, therefore limiting their ability to log in to their Profile.

Should a Customer complain to you that they are not receiving confirmation emails for their Event signup or Reservation booking, ask your PodPlay CSM to check if the Customer unsubscribed from the system’s automated emails.

If a Customer does not want to receive emails from your Club or the PodPlay system:

1. The Customer can Delete their Profile

   1. The Club employee in charge of the marketing software should still check the marketing campaign software to verify the Customer is unsubscribed; this is outside of PodPlay's scope

2. And refuses to delete their Profile:

   1. The Club employee in charge of the marketing sofware needs to adjust the marketing campaign software to unsubscribe that Customer; this is outside of PodPlay's scope

   2. An Admin can also edit the email of the Customer within the Dashboard (i.e. editing "[email protected]" to "[email protected]"; if you want to retain the information for future reference, edit to "[email protected]")

The email list below is a briefing on all the automated system emails and details when the Customer will receive these emails.

Note: while these emails are not editable, everywhere there is an “Opportunity” mentioned, the Club can ask their PodPlay CSM to add in additional copy to provide the Customer with more information.

• Welcome Email

  • Unique email that can be sent to a customer when they first sign up (not every Club wants or uses this; off by default) for a Profile.

    • Opportunity: this email is entirely editable and can include any message you want to send to your Customers.

• User Sign Up

  • A Customer receives this email when they start the process of creating a Profile.

• User Login Link

  • A Customer receives this email when attempting to log in to their Profile (if they have been signed out of the system or are using a new phone or computer).

• User Password Reset

  • A Customer will receive this email when they request to reset their password. This request to reset a password is an action performed before signing in to a Profile.

• Charge Failed Error

  • If a Customer’s card was declined when the system tried to charge them, the Customer receives an email notifying them of this error and asking them to update their cc on file. There is a button inside of this email. When the Customer clicks on this button, they are brought into the App and are prompted to update their card on file.

• Replay Summary

  • After a Reservation or Event where Replays were captured, every Customer on the Attendee List of the Reservation or Event will receive an email including the Replays captured. A button is available in the email to push the Customer back into the app where their Replays are visible, too.

• Membership Subscription

  • A Customer will receive email receipt if they purchase a membership. The email tells the Customer how much they paid for the Membership and

• Membership Cancellation

  • A Customer will receive email receipt if they cancel their membership. The email has the name of their membership and the date when their membership will end.

• Membership Payment Failure

  • A Customer will receive this email if the charge to their Membership fails. The email tells the Customer there was a billing issue and prompts the Customer to update their payment method and complete the Membership charge.

• Membership Automatic Cancellation

  • A Customer will receive this email when there are repeated attempts by the system to charge the card on file and it fails numerous times. The email notifies the Customer the Membership they held has been canceled because of repeated failed payment attempts.

• Membership Group Invitation

  • A Customer will receive this email if a family member or a friend is inviting them to a Group Membership. The email asks the Customer to accept the invitation to the Group Membership.

• Reservation Booked

  • A Customer will receive a confirmation email of the Reservation they booked, including time, location, and the amount they paid for the Reservation.

    • Opportunity: inside this email, there is space for a Club to inform its Customers about Club FAQs, insert hyperlinks, and provide access instructions to the venue. This opportunity is configurable by location. Meaning that if a Club has two or more locations, each location can have different copy. Many Clubs running on the Autonomous plan will include specific access instructions for their Customers to understand how to enter the venue.

• Reservation Invitation Rejection

  • If a Customer invites their friend to a Reservation they booked, and the friend declines the invitation, the Customer will receive an email notifying them that their friend has declined the invite link.

• Reservation Cancellation

  • If a Customer cancels their Reservation, or an Admin cancels the Reservation, the Customer will receive this email stating it has been canceled.

• Coach Request

  • After a Customer books a Coach, the Customer will receive this email stating how the Coach will review the request for a lesson and either accept or deny the request.

• Coach Confirmation

  • A Customer will receive this email when the Coach confirms the lesson request.

• Coach Request Declined

  • A Customer will receive this email if the Coach declines the invitation to the lesson. The Customer will still hold the Reservation and the email will state that if the Customer wants to book another Coach, they can reach out to the Club.

• Coach Invitation (Reservation)

  • A Coach receives this email when a customer requests them for a private Reservation. The Coach is responsible for either accepting or denying the lesson invitation.

• Coach Invitation (Event and Series)

  • A Coach receive this email when they have been added to an Event or a Series.

• Coach Removed from Event:

  • A Coach will receive this email when they have been removed from an Event.

• Event Signup

  • This email is sent to the Customer when they sign up for an Event.

• Event Reminder

  • A Customer will receive this email 26 hours before their Event is scheduled, reminding them about the Event.

    • Opportunity: inside of this email there is space for a Club to inform their Customers about Club FAQs, insert hyperlinks, and provide access instructions to the venue. This opportunity is configurable as a whole. Meaning that if a Club has two or more locations, the copy added to this email is used for every location. Many Clubs running on the Autonomous plan will include specific access instructions for their Customers to understand how to enter the venue.

• Event Reschedule

  • When an Admin Reschedules an Event, this email is sent to all participants notifying them of the change in day or time.

• Event or Series Waitlist Open Spot

  • Any Customer who signs up for a Waitlist on a full Event will receive this email when a spot opens up in the Event. A spot in an Event or Series will only open up when a Customer cancels their participation in the Event or Series.

• Event Signup Cancellation Email (Play Pass)

  • When a Customer cancels their participation in an Event, they will receive this email with details of the cancellation, including if they are charged or not according to the Club’s cancellation policy.

• Event Cancellation for Bad Weather

  • This is an email that Customers receive when an Admin cancels an Event from the Dashboard because of bad weather.

• Order Charged

  • When an Admin charges a Customer from the Dashboard, the Customer will get an email receipt of the charge. This email applies to all charges from the Dashboard. Meaning, anything the Admin charges to a Customer’s Profile is detailed in this email to the Customer.

• Refunds:

  • When an Admin performs a Refund, the Customer will receive this email stating how they were refunded for a charge. The details entered into the Refund from the Dashboard are visible in this email sent to the Customer.

• Your Report is Ready

  • When an Admin runs an Export from the Dashboard, they can immediately close that pop-up window and will receive an email with the Export once it is processed.