Payments: Customizing the email receipts that users receive by Payment link
I understand of course that some guardrails must be in place to ensure that the emails remain strictly transactional (as opposed to promotional), but it would be great if there were some way to customize the email receipts that our users receive based on the payment they've made.
For example, I work for a small nonprofit and we are weighing whether to use HubSpot Payments to receive donations via ACH. We are currently using HubSpot Payments to receive application fees. For a donation payment, I would want to be able to customize the email with tax-deductible information alongside some brief copy thanking the user for their support. And of course, I would not want that same copy to be in an email receipt for an application fee.
I know that I can achieve the same result in some way by setting up a workflow automation that would deploy an email after the payment has been received. However, we don't have the transactional email add-on since we don't have a big enough use case to justify the cost, and I don't want the user's marketing contact status to affect whether they receive the more helpful follow-up or not. And, of course, we can follow up manually after the fact, but as a small nonprofit, the more automation the better.
The less software the better, too — we are trying to avoid purchasing a fundraising-focused CRM since the combination of HubSpot and Fundraise Up covers most of our needs.
ideally, this should be included in the tools on the launch of the feature. I mean, I agree with the original post that they want to limit this in some way but come on, we should at least have an option to layout it in a better way and yes, they can always put a limit there but at least we have a few options.
Totally agree - as a non-profit in New Zealand we are legally required to include our CEOs name, title and signature on all of our receipts, but are struggling to find a solution which allows us to meet these requirements. Any suggestions would be greatly appreciated. Thank you!
I agree as well on this one; my clients can get confused when invoices/payments are recieved from "me" but it's not really "me". Not that I talk about myself in the third person, of course 😉
I second DPapoulias' as our customers get confused when the payment confirmation emails/receipts are sent from the HubSpot domain (noreply) and with the HubSpot logo. Having the ability to customize those transactional email/receipt templates to include our business information would prevent a lot of customer confusion.
Agreed. We integrate with Stripe for payments and while we can edit some of the fields that HubSpot pulls from Stripe into the automated receipt, we can't customize it. For example, adding our company's address would be nice.
Agree. Hubspot is attaching the user name and email at the bottom of the invoice, rather than a billing contact information - someone who can actually help the customer with billing-related questions. We too would like the opportunity to customize some of the information on the invoice.
Did you ever find a way to have an automatic receipt with 'donation amount' and 501(c)3 info sent to the customer after a donation was made? I know it can be done in stripes but I haven't been able to figure it out using hubspot transaction processing.
@CWRWarriors Nope, not possible currently — at least not out of the box. Maybe there's some developer way to do it. Currently, when we get a donation via HubSpot, the donation amount and 501(c)3 info is shared via the acknowledgement letter, although it would be ideal to send that information transactionally as well. You could set up an automated email in workflow with the transactional add-on that inputs donation amount through Deal token, and that would follow up on the automatic receipt, although we can't manage the cost of the transactional email add-on. Fundraise Up could be a solution for you, although the platform fees are steep.
Yea I think I will add all pertinent info to the 'description' of the 'item' in the payment link and see how that works. That would be an immediate fix for an automated receipt for the donor. Thank you for your quick reply!
This would be great. Our use case is a lot more basic - we just need the tax invoice to send instead of the payment receipt. We're able to customise the invoice to our requirements (tax invoice header, tax ID) and it does get generated, but frustratingly it's a manual process and second email to the purchaser when the purchase is made via payment link.
This possibility to customize the receipt would be great in the coming updates of Hubspot. It would also be awesome to change the "noreply"-Hubspot address to a customized e-mail adress from our company.
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