Email Template Configuration: All Customer Facing Emails

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  • Avatar
    Sam Cameron

    After using the new update for Rezdy, quite often I have found that the confirmation emails can be a bit confusing.  Clients have to scroll quite a bit down to find their tour date, when I believe it should be one of the first things they see.  We have had a couple of mix ups recently with this being the dominating problem.

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    Heather Hopper

    The SUPPLIER facing emails are a bit confusing as well:

    The PRODUCT and the DATE of the event don't appear until the 2nd page, or 1/2 way down, the email. It would be MUCH more helpful to have WHAT the product is and the DATE of the event right after, or close to, the MANAGE ORDER button.  Whether I am viewing the email on my laptop or phone, I have to scroll quite far before I find out what the event & date of event are.  

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    Tracy Eeftink (Edited )

    We agree with the two previous comments.  The formatting appears a little bit backwards.

    We print emails to use as booking forms for reference (our internet is spotty and we cannot be completely paperless) and the new formatting results in crucial information being spread out in various different locations on the page.

    The old format had all the important information (or information we value) such as, Product, Date, Payment Details, Customer Details in a central location at the top of the page and is followed be secondary information such as Individual Guests Details lower on the page.

    We new format is very aesthetically pleasing but the old format worked better for us.

     

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    Jennifer Winn

    I agree also with all comments above, the previous emails were much easier to read and follow.  It is difficult to follow now.  The previous system was excellent in its simplicity and easy to read and follow format.  

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    Stevie (Edited )

    For the Reminders, Automated Payment Requests, and Follow-Up email templates; removing the date the Order was created on will definitely reduce confusion:

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    Stevie (Edited )

    Hi All, thanks for the continued feedback here.

    Progress Update: we've removed the date that the Order was created from the Reminders, Automated Payment Requests, and Follow-up emails. We've also added an Order Quick Summary at the top of the first page of both the Supplier notification and Customer notification emails:

    We've also made a few minor adjustments here and there. Keep the suggestions and improvements coming in!

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    Heather Hopper

    Sorry...but the "Order Quick Summary" at the top of the first page of the Supplier notification is SO tiny, I can't read it on my laptop without blowing up the screen significantly...and forget about me viewing it on my phone!  It's just way too small, and hard to read with everything spelled out.

    Why can't the Date of Event, and PRODUCT, be located on the first page?  See arrows below for suggested location:

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    Tracy Eeftink

    We agree with the the above comment.  Having product, date of event and quantity above the payment summary would be extremely helpful!

    Thanks!

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    Joss Milner

    Agree with above, please put the details of when the booking is near the top and the money lower down, the primary reason for the email surely is to tell us when we have a booking. We get a seperate email confirming the money side already, so that is less relevant on this email.

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    Megan Bainbridge

    Agree with all of the above also. In the supplier emails, basically the bottom section (page 2) with the actual order information, needs to be at the top. The payment section can go at the bottom. Make sure to keep the Special Requirements box somewhere near the top to, as this is often something that needs to be actioned. 

    Same thing on the customer confirmation - the key information is WHEN and WHERE - which is very nicely highlighted in the blue band across the page, but again needs to be higher up the page. 

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    Stevie

    After today's Product meeting, focus has now switched to the Supplier Notification. We already have several mock-up ideas and designs so keep the feedback coming!

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    Pauline Wright

    Better than before but we still need to know the type of customer i.e. Adult, child, family etc. Its not going to solve the issues if this information is still on the 2nd page!

    Assume this is just a temporary fix until you can include this information on the front page as before? 

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    Sandra Tanner

    Thank goodness others are having the same issues as me, Rezdy was saying I was the only one! I 100% agree with everyone above, I have all the same issues and more.

    Previous emails were much easier to read and follow.  It is difficult to follow now.  The previous system was excellent in its simplicity and easy to read and follow format. Text is so tiny, it's all spread out everywhere and way too much white space. 

    In the Order Details we have a section for guests to write a comment, sometimes this can be really long but it comes out in a skinny column now. 

    I also have a problem with the Payment History appearing above the Item Summary, it doesn't make sense to have it showing here, it should be under it like it was before.

    When I get 10 guests names the new way they are displayed in the Participant Details is so spread out and all names, first and second are all on a single line, it's really hard to read and takes up way too much space. What's wrong with having it like this:

    Guest Name 1:
    Sandra Lastname

    Guest Name 2:
    Sandra Lastname

    Because I have shuttles I can't use the Pickup feature so I can't show the "Product" now I have a big white gap and the Additional Information looks out of place stuck in the middle.

    Because my Introduction text is alot bigger than Rezdy's example above I can't use the "Conclusion Text" because it makes my whole voucher way too long because all this text is squashed up to the left to allow for the Customer Details on the right.

    The old template was simple, easy to read and way better than the new version. A big backwards step, sorry.

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    Sandra Tanner

    Sorry just one more thing, couldn't you just give us back the old template? Give us the option of using the new one or the old one? I'm sure in time once the bugs were ironed out I'd change to the new one, but right now it's not good enough and simply doesn't work for my business.

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    Jessica weigel

    Item summary on page 2 is showing a different amount that the item total on page 1 for orders where we manually chance the amount.  This is confusing customers.

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    Heather Hopper

    What's the status on reversing some of these changes? 

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    Stevie (Edited )

    @Jessica you'll need to use the 1. Quantities - Edit Prices option instead of 2. overwriting the total amounts. This will correct the Item Summary in the emails: 

    If you need further assistance with this, reach out to our Support Team by clicking here.

    @Heather there are no plans on reversing any changes, instead we're going to be making improvements to the new format based on Community feedback.

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    Buck Gibson

    We definitely need a clearer and larger order summary. Also, one that reads in date order.

    Customers need to check all of those details are correct with their initial email confirmation. Too late when a reminder email is sent the day before they arrive.

    It is not apparent to scroll down to check through each item, particularly on phones or laptop size screens.

    The old email confirmation set out products booked as a clear itinerary table for customers over multiple days which they could refer to later.

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    Sandra Tanner

    This is my latest issue with the new email template, see the huge white space and skinny column create by the new design. What am I meant to do, this looks so bad, and it only gets worse the more my guests write in that field.

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    Stevie

    Hi Sandra,

    I've raised a Support Ticket regarding your issue, we'll be in further contact with the best way to handle this situation.

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    Tracy Eeftink

    @stevie We would also be interested in this solution as we have recently encountered this problem as well!

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    Stevie

    @Tracy; ticket raised!

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    d'Arenberg Bookings

    It is very hard for our customers to see that their confirmations and payment receipts are indeed tax invoices. It would be great if this could be displayed clearly near and associated costs.

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    Darko Marsalek

    Hi, We would love to be able to re-position different items in the email template. For example, we'd prefer "Items Detail" section, that displays the number of passengers, to be in the body of the email on the first page. This is currently not an option to move around. If you could make the number of passengers listed in the "Order Summary", this would also be very helpful, as a lot of our resellers prefer this.

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    Scott Mccrossen

    When customers need to change their tour date, we send a new order details email. There is confusion with the date the order was created being up in the right hand corner. It looks as though that is the date of the tour and the customer skips over the banner listing the actual date. Can this be removed or edited to be the date of the tour or make it optional to have the order date display.

    Also, can there be an option to edit the size of the logo in the email templates. 

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    Tracy Eeftink

    We are just wondering the status of increasing the font size on the summary line at the top of the customer facing emails.

    This small size is growing increasingly frustrating both in our office and to our customers as our season begins.

    We hope this can be improved as soon as possible to avoid more and more issues in the future.

    Thank you.

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    Audrey Calder

    Agree with everything mentioned on this thread.

    We've now got customers printing out page 1 which only shows payment summary so we're having to guess what the customer breakdown is from the total payment and, during peak season, we don't have time to log in to rezdy to check out what the breakdown is.  Nonsensical that payment summary is 1st up when we need to know the basic booking information ie. what's the product, how many people and what ticket types have been purchased?  Really hoping for a swift resolution on this as we're about to head into peak season and then it will be chaos.

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    Heather Hopper

    Really disappointing that the Rezdy Team is going to leave us struggling with these ineffective and confusing Supplier emails as we all head into the busies time of year.  Looking back over all our suggestions/complaints, I am shocked that we all have been complaining since April 20!!!  Really Rezdy??  It's been 2 months which seems like plenty of time to resolve some of these issues

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    Sandra Tanner

    I so agree with you Heather, this is taking way too long. The more we try and use the new template the worse its getting. They aren't any easier to read and the layout just doesn't work as well as it did before they made all the changes.

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    Tracy Eeftink (Edited )

    Unfortunately,  we also agree with the 2 comments above.

    Specifically, we would like to see the "Order Summary","Payment History" & "Item Summary" all merged if possible (similar to old email format).  Having these three separate fields, all with different totals, creates a lot of confusion for both guests and office staff.

     

     




    We also hope to see improvements on the quick item summary at the top of the page.  We really do require it to be larger. 

    Please help!

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