Every email Enrichment.kids sends to your customers is listed here, with an example of what lands in their inbox. Use it to check what a customer has already been told before you follow up with them.

The examples use a made-up provider, Sunrise Studio Arts, and a made-up customer. Your own name, logo and session details appear in their place. The wording is exactly what we send; the examples are laid out for this page rather than shown at their real width.

Who the email appears to come from

Customer emails fall into two groups, and the difference is visible at a glance.

Decisions you make reach the customer under your name, because they are your decisions. Anything about their account or their payment comes from us.

Replies to an email in the second group come to you, at the address on your organization profile. The visible sender address stays on an Enrichment.kids domain either way, which is what keeps these messages out of spam folders.

Emails from Enrichment.kids

Registration confirmed

When it is sent: Immediately after a customer pays.

The receipt. It lists every session bought, grouped by participant, with your organization name and tax ID against each listing, then the total paid and the payment method.

Confirm your email address

When it is sent: When someone creates an account.

One button that finishes the sign-up.

Confirm your new email address

When it is sent: When a customer changes the email address on their account. It goes to the new address.

A confirmation link that expires in 60 minutes. Until it is used, the account keeps its old address.

Your email address was changed

When it is sent: When that change completes. It goes to the old address.

Tells that address it has been removed from the account, and how to reach us if it was not them.

Reset your password

When it is sent: When a customer asks to reset their password.

One button to choose a new password.

Your cancellation request has been sent

When it is sent: When a customer submits a cancellation request against one of your sessions.

Confirms the request reached you, and repeats their own stated reason back to them. Your contact details are on it, because you decide the outcome.

Your transfer request has been sent

When it is sent: When a customer asks to move a registration to another session of your listing.

Confirms the request reached you, shows both sessions and their note, and says plainly that the requested seat is not held while they wait.

Your signed forms

When it is sent: About five minutes after a customer finishes filling out forms, at checkout or when you request them.

A PDF copy of each form they signed, attached, with a button to their dashboard. It asks them to contact you with questions about a form or for a paper copy.

Payment plan and monthly billing emails

When they are sent: Only for sessions you sell with a payment plan or bill monthly.

• Payment received — after each later payment is charged. Any part paid with account credit is shown separately from the card charge.
• Upcoming payment — a week before a payment is due. If the customer holds account credit with you, it says the credit is used first.
• Your card expires before your next payment — when the saved card will expire before the next payment.
• Payment failed — when a payment does not go through, with a Pay now button. It tells them their registration is not cancelled.
• Your monthly enrollment continues — once a year, for each monthly enrollment.
• Your enrollment is cancelled — when a customer cancels a monthly enrollment, with the last day and a button to undo it.

Emails from you

These carry your logo and name. If you have not uploaded a logo, your organization's initials appear in its place.

A message you send

When it is sent: When you send a message from Messages or from a roster.

Your subject line and your text, unchanged. Attachments arrive as download links rather than files, and replies come to you.

An invitation to register

When it is sent: When you invite someone from a roster, or award a scholarship.

The session details and fee, any discount already applied, and one button that puts every invited seat in their cart.

Forms needed

When it is sent: When you request forms from a registered customer.

Which participants and which forms, and a button into them. Answers given before are waiting to be reviewed rather than retyped.

A spot opened up

When it is sent: When you notify your waitlist that a spot is free.

Says plainly that the spot is not held for them and is first come, first served.

Registration moved

When it is sent: When you approve a customer's transfer request, when you answer a cancellation request with Transfer instead, and when you move a registration yourself with Email the customer ticked.

The new session beside the previous one, and a plain statement that nothing else about the registration has changed. It never mentions money.

Transfer request not approved

When it is sent: When you decline a transfer request.

Your reason, quoted as you wrote it, both sessions, and the reassurance that their current registration stands.

Registration cancelled, no refund

When it is sent: When you cancel a registration without refunding it.

States the cancellation and that no refund was issued, with your contact details.

Refund issued

When it is sent: When you refund a registration.

The refunded amount, with your contact details.

Cancelled and refunded

When it is sent: When you cancel a registration and refund it in one step.

Both facts together, and the 5 to 10 business days a refund takes to appear.

Cancellation request not approved

When it is sent: When you decline a cancellation request.

Your reason, quoted as you wrote it, and your contact details.

Scholarship not awarded

When it is sent: When you decline a scholarship application.

It never says "denied" or "rejected". It thanks the applicant and leaves the door open to apply again.

Payment plan updated

When it is sent: When you reduce, waive, move or skip a payment, undo one of those changes, or cancel a monthly price change you set.

One sentence saying what changed, then your note if you wrote one. The headline names the change: "Your payment was reduced", "Your payment was waived", "Your payment was moved", "March is skipped", "Your payment is back to its original amount", "March is back on your schedule" or "Your monthly price isn't changing". Cancelling a price change emails only customers who had already been told about it.

Monthly price change

When it is sent: When a new monthly price you set is 30 days away, and never less than 7 days before it starts. Customers who register after you set the change see the new price at checkout instead.

The current and new monthly price, the payment it starts with, and how to cancel before then so they are never charged the new price.

Account credit from you

When it is sent: When you give a customer account credit, from their customer page, from a registration, or in the cancel and refund dialog.

The amount, your reason if you gave one, the registration it is for, and their new balance with you, with a button to see it in their account.

Account credit removed

When it is sent: When you remove account credit, or when a refund takes back credit you gave in place of it. A refund that takes credit back gives the reason "Refunded to your original payment method instead."

The amount removed, the reason and the balance left.

What every email carries

• A line saying why that address received the message.
• No link to turn these emails off. Each one is sent because of something the customer or you did.
• On a broadcast only, a link that stops your messages specifically. It does not affect anything else they receive from the platform.

What you control

The wording of the emails themselves is fixed, apart from broadcasts. That is deliberate: it keeps refunds, cancellations, transfers and scholarship decisions reading consistently for every customer on the platform.

FAQ

A customer says they never received one of these. What now?
Ask them to check spam, and confirm the address on the registration is the one they are checking. A customer can resend their own receipt from their account. If it still has not arrived, contact us and we can confirm whether it was sent and what became of it.

Can I change the wording?
Not today, apart from broadcasts, which are entirely yours, and the text you add yourself: your reason for declining a cancellation or transfer request, the note on a payment plan change, and the reason given with account credit. Each is quoted to the customer exactly as you write it.

Why does a refund email come from me while the receipt comes from Enrichment.kids?
The receipt is the record of a purchase made on the platform. A refund is a decision you made under your own cancellation policy, so it reaches the customer under your name with your contact details on it.

I moved a registration and the customer was not told. Why?
Email the customer was unticked in the Transfer dialog. It is ticked by default, and it cannot be unticked when the move answers a customer's request.

Will a customer reply reach me?
Yes, on the emails that come from you. Replies go to the address on your organization profile, so keep it current.

What if I have not uploaded a logo?
Your organization's initials appear in a small square instead and the layout is otherwise identical. Uploading a logo is the single change that most affects how these look.

Does the customer see what I earn, or what the fees were?
No. Customer emails show the price the customer paid and nothing else. Figures about your earnings appear only on your own dashboard and in the emails we send you.

Why does the scholarship email avoid the word "denied"?
Someone who asked for financial help reads that word harder than we intend it. The email says you were not able to award a scholarship this time, and leaves the door open to apply again.