Communications and reminders¶
Kadenio sends a small set of service emails to your customers: when a repair is approved and when it is ready, a receipt when they pay, service reminders you schedule for a bike, and confirmations for gift cards and vouchers. The wording is written and maintained by Kadenio in English and Danish, and every email carries your shop's name, logo and contact details. Promotional offers are separate: you send them from CRM, only to customers with marketing consent. This page explains which emails go out, how consent works, how to schedule service reminders, and which emails you can switch on or off.
Who can use this¶
| Task | Who |
|---|---|
| See the service reminders for a customer's bike | Anyone who can open Customers & bikes |
| Schedule or cancel a service reminder | Owner |
| Switch email types on or off | Owner (Settings → Email) |
| Record a customer's email consent | Staff who can edit customers (see Customers and bicycles) |
| Send promotional offers | See CRM |
Before you start¶
- The customer has an email address in their customer record. For service reminders, Operational email must also be switched on.
- The bike is registered on that customer.
- Settings → Email → Service reminders is on (it is on by default).
Key concepts¶
| Concept | Meaning |
|---|---|
| Service emails | Emails about the customer's own repair or purchase: repair approved, ready for pickup, payment receipt, gift card and voucher confirmations. They only need an email address, no consent. |
| Operational email | The customer's Operational email switch ("Allow service updates and operational documents by email."). It is needed for service reminders, which invite the customer to book a new service. |
| Marketing consent | A separate switch on the customer (Marketing consent) for promotional offers sent from CRM. It is never needed for service emails, and service consent never replaces it. |
| Email design | Your shop's name and logo at the top, your address and contact details at the bottom, and replies go to your shop's email address. A small "Sent with Kadenio" line shows which system sent it. |
| Service reminder | One email, on one date, for one of the customer's bikes, inviting them to book their next service. |
| Email wording | Provided by Kadenio in English and Danish. Shops cannot edit it. |
Reminder statuses¶
| Status | Meaning |
|---|---|
| Queued | Waiting for its date |
| Sending | Being sent now |
| Sent | Sent to the customer |
| Needs attention | The last attempt failed. Kadenio tries again automatically. |
| Cancelled | Cancelled by staff, or not sent because service reminders were switched off |
The emails¶
| When it is sent | |
|---|---|
| Repair approved | When a repair ticket moves to Approved. Lists the approved work and estimated total (see Workshop) |
| Ready for pickup | When a repair ticket moves to Ready for pickup |
| Payment receipt | When a sale with a customer is paid at the till (see POS checkout) |
| Gift card issued, gift card used, voucher used | Automatically at the till or when issuing (see Loyalty and rewards) |
| Service reminder | On the date you schedule |
| Promotional offer | When you send one from CRM, only to customers with Marketing consent |
There is no email when a bike is checked in.
The service reminder greets the customer by name, names the bike and the date the service is due, and has a button to book: it opens your shop's website, or calls your shop if you have no website.
How to schedule a service reminder¶
- Open Customers & bikes and select the customer.
- Select the bike. In Service reminders for this bike ("Reminders created here stay linked to this specific bicycle."), choose the Reminder date. The suggested date is 30 days from today.
- Select Schedule reminder. You see "Service reminder scheduled." and the reminder appears as Queued.
The email is sent at 09:00 on the chosen date (time on the device you scheduled from), in the language the app was showing when you scheduled it. Scheduling the same bike for the same date twice keeps just one reminder.
How to cancel a service reminder¶
- On the same bike card, find the reminder.
- Select Cancel. You see "Service reminder cancelled."
Cancel is not shown for reminders that are already Sent or Cancelled.
How to switch email types on or off¶
- Open Settings → Email.
- Switch Repair approved, Ready-for-pickup email, Service reminders, POS receipt email or Gift card and voucher confirmations on or off.
- Select Save settings.
See Settings.
Rules to know¶
- A reminder cannot be changed. Cancel it and schedule a new one.
- The bike must belong to the customer.
- Just before sending, Kadenio checks again that the email type is on and that the customer still has an email address. For service reminders it also checks Operational email, and for offers Marketing consent.
- Service consent and marketing consent are separate. One never replaces the other.
- Each repair and payment email is sent once. Customers can't receive the same receipt twice by mistake.
What happens next¶
- On the reminder date, the email is sent and the status becomes Sent.
- If Service reminders is switched off when a reminder is due, the reminder becomes Cancelled.
- If the customer has no email address or consent, or the bike has been removed, the reminder shows Needs attention and Kadenio tries again the next day. Fix the customer record and it goes out on the next try.
- If sending fails for another reason, the reminder shows Needs attention and Kadenio tries again automatically.
Not available in this version¶
- Newsletters and recurring campaigns (one-time offers are available in CRM).
- Text messages (SMS) or WhatsApp.
- Writing or editing your own email templates.
- An email when a bike is checked in.
- Choosing a different language for one customer.
Common questions / problems¶
| Symptom | Cause | What to do |
|---|---|---|
| "Service reminder could not be scheduled." | You are not the owner, or the bike is not on this customer | Ask the owner to schedule it; check the bike |
| Reminder shows Needs attention | No email address or consent, or a sending problem | Check the customer's email and Operational email; Kadenio tries again automatically |
| Reminder became Cancelled by itself | Service reminders was off on the due date | Switch it on and schedule a new reminder |
| Reminder went out a day early or late | The device you scheduled from is set to a different time zone than the shop | Schedule from a shop device |
| Reminder was in the wrong language | It uses the language the app was showing when scheduled | Switch the app language before scheduling (see Languages and formats) |
| A customer didn't get a repair or payment email | No email address on the customer, or the email is switched off | Add the email address on the customer record; check Settings → Email |
