Special Scenarios Email Templates

Duplicate Subscription Detected — Verify Before Acting [DUPLICATE SUBSCRIPTION — VERIFY FIRST]

When to use: Customer's account shows two active subscriptions for the same product. Confirm intent before making any change

Hi [CUSTOMER_FIRST_NAME],

Thank you for being one of our loyal customers! I'm reaching out today because I was reviewing your account and noticed something I wanted to flag with you directly: you currently have two active subscriptions running for the same product.

To make things easier for you, we are able to merge these into a single subscription. This would streamline your billing and ensure you can manage everything in one place through your Subscribe & Save customer portal.

Some customers intentionally run two subscriptions to stock up or send products to a family member, while for others, it’s a simple accident. Neither is a problem! I just want to make sure we handle your account exactly the way you prefer before I make any changes.

Could you let me know how you'd like to proceed? I'll follow your lead entirely.

Warmly,

[AGENT_NAME]

Olenis Customer Care

Blank / Empty Contact Form Submission [BLANK FORM]

When to use: Customer submitted a contact form with no message body — common in Richpanel inbound data.

Hi [CUSTOMER_FIRST_NAME],

Thank you for reaching out! It looks like your message may have come through without any details — not a problem at all.

Whatever's on your mind, I'm here and happy to help. Just reply with what you need and I'll get right on it.

Warmly,

[AGENT_NAME]

Olenis Customer Care

Failed Payment — Multiple Pending Charges Explained [PENDING CHARGES EXPLAINED]

When to use: Customer is alarmed by multiple pending charges or confused after receiving a 'payment failed' email followed by a successful charge.

Hi [CUSTOMER_FIRST_NAME],

Thank you for reaching out — I can absolutely see why those charges look alarming, and I want to explain exactly what happened.

Our billing system made a few attempts before your payment went through successfully. The earlier attempts that you see as pending on your bank statement are not real charges — they were declined and will automatically disappear within 3 to 5 business days. The only charge that actually processed was $[CHARGE_AMOUNT] on [SUCCESS_DATE], which is your regular subscription renewal.

So you've only been charged once — the rest will clear on their own without any action needed from you. I'm sorry the way this showed up on your statement caused any worry; that's the last thing we want.

If you have any questions at all or would like to make changes to your subscription, please just reach out.

Warmly,

[AGENT_NAME]

Olenis Customer Care

Failed Payment — No Successful Charge, Update Payment Method [NO CHARGE — UPDATE PAYMENT]

When to use: All billing attempts failed. No charge has gone through. Customer needs to update their payment method to continue .

Hi [CUSTOMER_FIRST_NAME],

Thank you for writing in. I've checked your account and I want to reassure you — no charge has actually been made to you. All of the billing attempts for your recent subscription renewal came back as declined, so your card has not been debited.

If you'd like to keep your subscription active, updating your payment method is the next step. For Subscribe & Save accounts, you can do that through your Loop customer portal — just reply to this message if you need me to resend your portal link and I'll get it to you right away.

If you'd prefer to cancel instead, I'm happy to take care of that for you now.

Whatever you decide, [CUSTOMER_FIRST_NAME], I'm here to help.

Warmly,

[AGENT_NAME]

Olenis Customer Care

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