SERVOS emails customers at a handful of moments: when an order completes, when a stay is coming up, when a stay or booking is cancelled, when you move a booking, when you ask for payment, and when a guest signs in to the portal. Every email goes out from a servos.dk address with your organization's name as the sender, replies go to your organization's email address, and they are all in English. Nothing is sent to customers without an email address, and booking-site guests only get what their booking site sends.
When an order completes
Whether the sale was online, at the register, or by payment link, a completed order with an emailable customer triggers:
- "Your order is confirmed", always. Includes a "View in guest portal" button (valid a week) when the customer already has a portal profile.
- "Your booking at …", if the order holds a stay. Has an "Add to calendar" link.
- "Your booking at …", if it holds a booking. Also with "Add to calendar".
- "Your … is booked", if it holds a package: the package's own email, with the trip day by day and, for a stay, a "Register guests" button. A package's stay and bookings don't get their own emails. See The package email.
- "Your tickets for …", if it holds tickets, with a "View Tickets" button to the tickets page. See Selling tickets.
- "Your … is ready to use", if it holds a pass, carrying the pass code. See Passes.
- "You used your …, here's what's left", if a pass was redeemed on the order.
So a guest booking a room and two tickets gets three emails at once. That's expected.
Before and after a stay
- "Your stay at … is coming up": the pre-arrival registration request, sent once, up to three days before check-in, for direct bookings with an email address and an incomplete register. Its "Register your guests" link works until the check-out day. See Guest registration.
- "… added you to a stay at …": to an adult registered on a stay with their own email, so they can see the stay in the portal.
- "Your stay at … has been cancelled": when staff cancel a stay in SERVOS. Booking-site cancellations don't trigger it; the booking site notifies the guest.
When a booking is cancelled
"Your … booking has been cancelled" goes out when staff cancel a booking, with the cancelled date and time struck through, the confirmation code and the cancellation date. Cancelling a whole order sends this email for each booking on it, and the stay email for each stay; there is no separate order cancellation email. Cancelling an order with a booking for three guests sends the customer three emails, one per guest. Removing a booking in an order edit sends no email.
Cancelled tickets send no email, so tell those customers yourself.
When a booking is moved
"Your … booking has been moved" goes out when staff reschedule a booking or transfer a class booking to another session, with the previous and new time. See Rescheduling and Transferring.
Payments
- "Complete your purchase at …": the payment link from POS checkout, with its expiry stated in the email.
- "Payment requested – …": a payment request sent from an order, with a "Pay Now" button. Sent again on Resend.
- "Payment received – …": after a payment request is paid.
- "Your receipt from …": only when a guest asks for it from the portal. It lists the receipt number, order, amount, and date; the PDF itself is downloaded from the portal or sent by staff. See Receipts.
Signing in to the guest portal
"Your SERVOS verification code: …" carries the six-character code. This one comes from SERVOS, not from your organization, so a guest looking for your name in their inbox won't find it. See The guest portal.
Resending
Five emails can be resent from the app:
- The order confirmation, the ticket email and the package email, from the order's activity: find the "… email sent" entry, press View email, then Resend email.
- A payment request, from its row on the order with Resend.
- The registration request, with Send registration request on the stay's "Guests" card.
For anything else, send it yourself. The receipt PDF can be downloaded from the order and attached.
Common questions
The customer says they got nothing. Check the email address on the customer profile first; a typo there is the usual cause. Walk-in customers and OTA guests have no usable address. Then resend from the order.
Can we change the wording or add our logo? Not today. The emails carry your organization's name, address, and contact details, in SERVOS's layout.
Can we stop a particular email? The order confirmation can be unticked when you Mark as unpaid at the register. The others send whenever their trigger happens.
Where do replies go? To your organization's email address from Settings → General, except the verification code, which can't be replied to.
