Email Deliverability and Your Payment Communication Strategy

Email Deliverability and Your Payment Communication Strategy
How confident are you that payment reminders, invoices and other business communications are making it to the inbox? Email deliverability is how your emails consistently end up in the right place. Do you know what steps vendors take to ensure customer communications work the way they need to?

Email as a Digital Payment Strategy

Email is an essential channel for customer engagement. Most customers would prefer an email to answering a phone call and it’s a reliable way to interact with customers without intruding or making them feel pressured.

Some of the most common ways businesses use email as part of a digital strategy are to:

  • Update communication preferences or gather consent for other channels like text.
  • Send authorizations to help protect against chargebacks and to meet compliance regulations like CFPB’s Regulation F.
  • Send invoices or itemized statements while on a live call for staff and customers review together.
  • Send any letter, document or receipt along with a payment link.

Vendor Requirements

Email vendors like Amazon Web Services have guidelines for operation that help maintain the integrity of your customer’s inbox. Every company that uses these services must monitor both bounce rates and their spam complaint rates to maintain email deliverability.

Spam: Complaint Rates

Any time one of your customers marks an email from you as spam, that is counted as a complaint. Often, complaints happen when the email a customer receives is unwelcome, unexpected or looks suspicious. It's a best practice to keep complaint rates very low (under 0.1%).

Bounce Rates

An email bounce is when the message you’re sending can not be delivered. The most common reason an email from your company would bounce is if the email address is wrong or no longer in use.

Sometimes an email will also bounce if the recipient’s inbox is full or there is a problem with the email server. For businesses, it is a best practice to maintain a bounce rate of under 5% to avoid problems and stop your service from being shut down.

PDCflow Email Deliverability

The vendors you choose are an important factor in how smoothly your office processes run. If you and your vendors don’t follow email deliverability best practices, you could experience anything from poor response rates to service shutoff. Here are some of the ways PDCflow manages email delivery through Flow Technology.
Flow Technology Email Delivery Rate Statistic 2022

Complaint Rates

We monitor our complaint rate so we know when emails are being marked spam and can make adjustments as needed.

Bounce Protection

PDCflow is serious about improving email deliverability for our customers. Our email deliverability monitoring system enhances bounce protection not only client by client but across our whole customer base.

PDCflow’s email system works by tracking bounces across the board and uses that information to protect other merchant customers who may attempt to use an invalid email address. Along with this:

  • PDCflow does not send emails to an email address that has previously received a permanent bounce reason.
  • If a merchant tries to send an email to an address that has bounced, they are informed that it has been blocked, so they can fix the email address or obtain a valid address.
  • PDCflow will leave the email blocked until an employee manually switches it to unbounced. This requires a click to validate the email address is valid to protect all PDCflow customers from high bounce rates.
How to Improve Customer Experience in Accounts Receivable

Merchant Responsibility: What You Can Do

It’s up to your vendors to create systems that help you manage bounce and complaint rates. However, as a merchant, you can – and should – do work to maintain a strong email channel through your own company policies and procedures. You should:

  • Have (and follow) strict opt in policies within your company to ensure you’re starting with the best contact information possible before sending any emails.
  • Understand rules and regulations surrounding email, like CAN-SPAM and the CFPB’s FDCPA.
  • Clearly explain to customers what you intend to do with their email address and what types of messages they can expect to receive.
  • Experiment with messaging and cadence, which will boost your open rates.
  • Follow basic proofreading, grammar and spelling rules to build credibility with customers.

PDCflow's Flow Technology offers email and text communications for taking payments, requesting signatures, sending documents and receiving photos. Keep your company and customers secure with encryption and tokenization, comply with regulations with built-in compliance features and limit PCI scope by eliminating the need to see or take payment information during transactions.

Request a demo today to learn more.

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Hannah Huerta - PDCflow Marketing Specialist
Hannah Huerta, Marketing Specialist

Hannah Huerta is a Marketing Specialist at PDCflow. She creates content for the accounts receivable and payment industry.

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