A well-written cancellation template helps ensure customers receive clear and consistent information when a Direct Debit is cancelled. Templates can be configured separately for email and letter communications, allowing you to tailor the message customers receive for each cancellation type.
Set Up a Cancellation Template
Click the Direct Debits tab on the left-hand side.
Select the Cancellation Templates tab.
Locate the cancellation type you want to configure using the search bar or filters.
Under Actions, click the pencil icon to open the template settings.
Review the cancellation type displayed at the top of the page.
Configure when the email and/or letter communication should be sent.
Enter the subject, communication content, and any required Merge Fields.
Click Save template to save your changes.
Configure Welsh language cancellation templates
If Welsh language support is enabled for your account, after completing Step 8 and saving the English version of the template, you can create a Welsh version of the cancellation communication by following the steps below:
On the template settings page, click the Language dropdown.
Select Welsh to switch from the English template to the Welsh version.
Update the communication content with the Welsh version of the email or letter.
Click Save template to save your changes.
📌Note: If you attempt to switch to Welsh before saving the English version of the template, a warning message will be displayed asking you to save the English version before you can create the Welsh version.
📌Note: Templates with a Welsh version configured display a CY indicator on the Cancellation Templates page.
Configure an Email Template
The Email section controls the email communication sent to customers.
When should this email be sent?
Select when the email should be generated.
Available options include:
Always – Always send this email to the customer.
Never – Never send this email.
Subject
Enter the subject line that will appear in the customer's inbox.
Choose a subject that clearly explains the purpose of the communication and helps the customer understand why they have received the email.
Email Body
Enter the content of the email you want the customer to receive.
Consider including:
The reason for the cancellation
Any action the customer needs to take
Alternative payment arrangements, if applicable
Contact details for further assistance
You can also use Merge Fields to automatically populate information such as customer, contract, and organisation details.
The editor includes a range of formatting options, including headings, lists, hyperlinks, images, font selection and text formatting tools.
Configure a Letter Template
The Letter section allows you to create a printed communication.
When should this letter be sent?
Select when the letter should be generated.
For example:
Always – Always send this letter to the customer.
Never – Never send this letter.
Only if no email – Send this letter only if the customer has no email address on record but does have a postal address.
Letter Body
Enter the content that should appear in the printed communication.
The same formatting options available in the email editor can also be used when creating a letter template.
Save a Template
Once you have finished configuring the communication, click Save template.
The template will be linked to the selected cancellation type and used whenever that cancellation type is triggered.