You can automatically send email notifications to your recipients, completely branded as your own emails. There are four sections under White Label. We will cover Branding and Emails.
Note: This setting can only be done by users with either Owner or Admin permissions.
The first thing you'll need to do is set up your Branding. Go to Settings > White Label, and then fill in the details under Setup your Branding:
Business Name: Enter the name of your business as you want it to show on your emails.
Business Website: This will be the main URL address to your website which will display on the emails.
Support Email: Provide your customer support email address to display at the bottom of emails so that customers can contact you if they have payout-related questions.
Brand Colour: Customize your emails with your brand colours. Simply choose the appropriate HEX colour code (e.g. #039fff) for your company brand. Tip: go to your own website in a browser window, right-click, select View Source, then click the mouse pointer on your main brand colour somewhere on the website, in the bottom right corner you should see the hex colour code, use that.
Icon: You can also include your company's logo/icon. We recommend using a square-shaped image of your company icon or logo in colour on a white or translucent background for the best results. Please ensure the image is not more than 512 kb in size. We accept JPEG, JPG, PNG, SVG, GIF, BIMP, TIFF or ICO.
Note: These are mandatory fields in order to fully set-up, including adding an Icon.
Next, select Emails from the Settings menu under White Label (Settings > White Label > Emails) to configure the email settings:
Domain Name: The domain name is the part of an email that comes after the "at" sign (@). In the first field, enter a "subdomain" name that is NOT already in use elsewhere (to avoid conflicts), followed by your company's actual domain in the second field. NOTE: It is very important that the sub-domain you choose is exclusively assigned for use with your Trolley White Label emails. We suggest payments.yourdomain.com or payouts.yourdomain.com.
Sending Email: This is what will be displayed as the email address that your White Label emails were sent from. You have the option to use either the full '@subdomain.domain' that you created in the step above (recommended), or your company's root domain only. Just click on the drop-down in the second field to make the appropriate domain selection.
Support Email: You can display your support email should your recipients need to contact you for any support.
Displayed Address: Display your company's business address at the bottom of emails, which is the best practice for emails.
Displayed Country: Add the country part of the address.
We support CNAME DNS mapping, meaning that emails will be sent as if they come from your own company email domain (or more technically a sub-domain of your website domain), for a truly white-label experience.
We HIGHLY RECOMMEND doing this, to avoid emails going into spam. Our experience with this feature shows that if you don't set up CNAME DNS mapping, many emails will go into spam folders.
You will need to contact the person within your company that manages your company website domain to get that set up, and here are some instructions that they can use:
Note: While the instructions are formally for SendGrid users, you do not need to sign up for SendGrid as these are universal instructions. Note as well that we do use SendGrid to send our White Label emails, a leading and trusted email provider.
Enable the types of emails you wish to send. You can also send yourself a test email of each to see what your recipients will receive. The tooltips for each explain in more detail for each email type.
Standard email types:
Payment Sent confirmation - will automatically send an email to the recipient when payments are processed.
Request payout method details from incomplete recipients - send an email to your recipients to complete their setup and payout method to receive payments. These emails are sent on demand when you click the "Request Account Info" button located on their recipient profile in your Dashboard.
Returned payment notification emails - will automatically send an email to the recipient notifying them of the returned payment and reason for return, and ask them to log in and update their account information.
Ticket Information Request - Automatically send email notifications to recipients if a ticket is created requiring them to provide additional account information, for compliance or operational reasons.
Tax Services Emails (Requires Tax Center):
Request recipient to complete a tax form - sends an email to the selected recipient/s asking them to log in to their account if you use our Widget (or alternatively provides a link to the Recipient Portal if that is enabled) and complete a tax form.
TIN Validation Failed - Notifies recipients that had completed a W-9 tax form that their TIN number and name match failed when we verify it and that they need to complete a new W-9 tax form.
Tax Statement Delivered - For customer using our End of Year tax service, this sends an email notifying the recipient that their end of year tax statement (1099-MISC, 1099-NEC or 1042-S statement) is ready to download. It asks them to log in to their account if you use our Widget (or alternatively provide a link to the Recipient Portal if that is enabled) and download their EOY statement. This is part of the E-delivery option.