Onboard

Documentation

Overview

Onboard is a platform for sending emails to your Stripe customers. Onboard is designed for businesses that use Stripe to manage their subscriptions.

Onboard will send welcome emails to your new customers, cancellation emails to customers who churn and dunning and pre-dunning emails to deal with payment problems. You can set up all these emails with just a few clicks.

Connecting to Stripe

To get Onboard to send emails in response to your Stripe events, all you need to do is authorize Onboard with your Stripe account. You don't need to set up webhook endpoints or anything like this: we use Stripe Connect to sort all of the configuration in just one clicks.

This means your data stays within Stripe. We don't store any of your customer data on our system: everything is either requested on demand or pushed to us via Stripe events.

To connect, just click the big 'Connect to Stripe' button after you've signed up.

If you want to disconnect, you can click 'revoke access' in your Stripe account settings under the 'connect' tab.

Types of email

Note: 'triggering' here refers to when an email becomes elligible for sending. The actual time it will send depends on the time settings you've set in the 'customize targeting' section of the email editor.

  • Welcome emails
    Welcome emails are emails sent automatically to each customer whenever they subscribe to one of your plans.

    Triggered when we receive:

  • Pre-dunning emails
    Pre-dunning emails are emails sent automatically to each customer a few days before their card details are due to expire, to remind them to update their details.

    Triggered when we receive any of the following:

    • A customer.subscription.created event where the subscription will renew before the expiry date of the customer's default card.
    • A customer.subscription.updated event where the current_period_end has changed and the new value is before the expiry date of customer’s default_source
    • A customer.updated event where customer has updated their default_source and their active subscription’s current_period_end is before the expiry date of their new default_source

    With pre-dunning, if a customer updates their details, we need to make sure they don't keep receiving pre-dunning emails. Therefore any queued pre-dunning emails are invalidated when we receive either of the following:

  • Dunning emails
    Dunning emails are sent automatically after a customer's payment has failed, reminding them to update their payment details.

    Triggered when we receive:

    • An invoice.payment_failed event where the customer has a subscription, the invoice closed attribute is false and attempt_count is 1

    Scheduled emails invalidated whenever we receive:

    Note: Stripe retries payment sources regularly and reissues the invoice.payment_failed event each time. Onboard will ignore these retries, only triggering where the attempt_count is 1.

    Note: you should turn off dunning emails in Stripe to avoid spamming users with two sets of dunning emails.

  • Cancellation recovery emails
    Cancellation rescue emails are sent automatically when a customer cancels their account. This can be a good opportunity to ask them if there's anything you can do better, or even offer them a discount if they re-subscribe.

    Triggered when we receive any of the following:

    (This means cancellation recovery emails are only ever triggered at the moment the user requests cancellation).

Email editing

Onboard's email editor accepts pure HTML. It does not interfere with or change your email's HTML before it is sent (with some exceptions, below). We recommend using a tool like Litmus to make sure your email looks awesome in all email clients before you send it.

That said, Onboard does convert any CSS styles to inline attributes, and also converts relative paths to absolute paths, as per email best practice.

It also parses Liquid markup.

Liquid markup (aka, profile merge)

Onboard uses Liquid markup to render profile information stored in the Stripe customer metadata attribute. Each email rendered requests a customer object from the Stripe API and makes the response available on the customer object.

You can also access your sender email address and name as follows:

<p>If you have any questions just email {{ sender.name }} on {{sender.email}}.</p>

Onboard supports all Liquid markup out of the box. You can read the Liquid documentation here.

Test sends

Click 'Send test...' and enter up to five email addresses (separated by commas) to send a test email.

Important note: one of the key factors in deliverability is whether or not people open and click on the emails you send. Therefore it is crucial that each of your test email recipients open every test email you send and click on at least one link inside the email to keep your deliverability nice and high.

Troubleshooting

If you have any questions, email support@onboardhq.com and we'll get straight back to you.