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OneMRR has three customer emails, one for each moment a customer might leave. Each belongs to its own tab, where you see the customers who get it: You set them all up in Churn & retention → Setup → Emails. Each is off until you turn it on, and never goes to anyone from before that.
Setup › Emails, with the three email cards outlined
Each card shows its state (Off, Notify only, Drafts for review, Automatic, Paused or Not sending yet) and what it did, or would have done, in the last 30 days. Select Set up or Edit on a card to open its section below.

Where each email stands

Each customer gets at most one email per moment, so a tab’s customer list is also its list of emails. At risk, Ending soon and Cancelled share the same layout:
The top of Cancelled: the email, the Customers and Results switch, and the email status bar, numbered 1 to 3
  1. The email: which email this tab’s customers get, when it goes, and how it’s set to send. Edit in Setup opens its section here.
  2. Customers or Results: the list, or what the email did. See Results.
  3. The email status bar: every customer on the tab, counted by where their email stands. Select a status to show only those customers; select All to see everyone again.
A status with nobody in it stays in the bar, greyed out.

Every email’s section

Each section has its settings on the left and, on the right, what it would do with your own data:
  • Would have emailed, last 30 days and Sent, last 30 days, with replies.
  • Who’s next: flagged customers not emailed yet, the next cancellations to reach the mark, or the latest cancellations.
Under the settings:
  • Edit email: write the email (subject, preview text, heading, message, an optional button, and a signature) beside a preview of how the customer sees it. Select Publish when it’s ready.
  • Send test email: sends it to you, exactly as customers get it. Tests are marked as tests and never counted.
  • See its results: opens the email’s tab on Results.
Edit email, with the editor and its preview numbered 1 and 2

Holdout group

Every email has a Holdout group: Off, 10%, 20% or 30% of the customers who’d get it are left out at random. Comparing the two groups on the email’s Results shows whether the email changes what customers do, not just who opens it. Customers already decided keep their group when you change it.

Check-in

When a customer is flagged, choose for each Churn Signals rule:
  • Notify me: the flag shows on At risk, and owners and admins get one digest email per check.
  • Prepare an email: a draft goes to At risk for you to review and send.
  • Email automatically: your published check-in email goes out on its own after a delay, when every check passes.
When a customer is flagged, with each rule's action choices outlined
The email options need a published check-in email, a published brand and a verified reply-to address first. Sending automatically applies to rules set to email automatically:
  • Status: Off, On or Paused. Turning it on asks you to confirm; customers flagged before that are never emailed.
  • Send after: how long after a customer is flagged, which gives them time to come back on their own.
Sending automatically, with Status and Send after numbered 1 and 2
Right before each send, OneMRR rechecks activity, billing, unsubscribes and the 30-day limit.

Cancellation survey

  • Status: Off, On or Paused. Turning it on doesn’t email anyone who cancelled before.
  • Send after: when the customer asks to cancel (Cancellation requested; Stripe tells OneMRR right away) or when their paid access ends (Access ended), and how long after.
Every email must pass: the customer has an email address from their billing platform, hasn’t unsubscribed, bounced or marked a survey email as spam, and hasn’t withdrawn the cancellation or started paying again. Each cancellation gets one email, never resent. Source coverage shows how many cancellations in the last 90 days each platform reported as requests, and how many were inferred (Wix doesn’t report requests). To write the survey itself, see Cancelled.

Before it ends

Choose what happens, how many days before the end, and a holdout group. See Before it ends.

Sending settings

Sending settings, at the top of the page, applies to all three emails:
  • From: your own domain, or OneMRR’s shared address until yours is set up. See Branding and sending.
  • Replies go to: your confirmed reply-to address. Check-ins and Before it ends emails need one.
  • Sending hours: when automatic emails may go out, in your time zone, and a daily limit.
Never too many: no customer gets two of these emails within 3 days, at most one check-in every 30 days, and nobody who unsubscribed, bounced or marked one as spam gets another.

Activity

Activity, at the top of the page, lists the latest emails and decisions across all three, tests included: when, which email, the customer, and what happened.

Not emailed any more

At the bottom of the page: people who unsubscribed (from the link in every email’s footer, or their mail app’s unsubscribe button), whose address bounced, or who marked an email as spam. OneMRR checks this list before every customer email, so none of the three emails reaches them again.