Audience: Budtenders and dispensary staff
Purpose: Help you confidently explain Pay by Bank emails to customers — what they are, why they were sent, and whether any action is needed.
💡 Quick tip: Customers often ask about these emails at checkout or after placing an order. Reassure them that these emails are expected, secure, and designed to keep them informed about their payment status.
Overview
Pay by Bank automatically sends customers emails to:
- Confirm enrollment and linked bank details
- Notify them when an order is finalized and payment is processing
- Explain what happens if a payment fails or needs to be retried
- Alert them if their Pay by Bank account becomes blocked
Every email includes the transaction amount, dispensary name, order date, linked bank account, how the charge will appear on their bank statement, and how long processing may take.
Email Templates
1. Welcome Email
Subject: Welcome to Pay by Bank at [Dispensary Name]
Sent: Immediately after a customer signs up and links a bank account.
What it tells the customer:
- Confirms which bank account was linked
- Explains where Pay by Bank can be used
- Sets expectations for how transactions appear on their bank statement and how long posting may take
2. Payment Processing
Subject: Pay by Bank payment processing
Sent: After the order is finalized in the POS and payment begins processing.
What it tells the customer:
- The order is finalized and payment is in progress
- Transaction details: amount, date, dispensary name, linked bank account
- How and when the charge will appear on their statement
Common customer question: "Did I already pay?"
What to say: "Your order is finalized and the payment is on its way — it just hasn't fully cleared yet."
3. Payment Failed — Insufficient Funds
Subject: [Account Blocked] Pay by Bank payment failed
Sent: When a Pay by Bank payment fails due to insufficient funds.
What it tells the customer:
- The payment was unsuccessful due to insufficient funds
- The transaction will enter an automatic retry process
- Their Pay by Bank account is temporarily blocked until funds are collected
Important: This is not a permanent block. The system will automatically retry the payment.
What to say: "The transaction went through on our end, but when the bank tried to collect the funds they weren't available. The system will retry automatically — no action needed right now."
📎 Learn more about the retry process
4. Payment Retry Notice
Subject: [Charge Retry] Pay by Bank upcoming charge
Sent: When a previously failed transaction is being retried.
What it tells the customer:
- The system is retrying the declined payment
- The charge should appear in their account within 1–3 days
- If the retry also fails, their Pay by Bank account may be permanently blocked
What to say: "The system is making another attempt to collect the payment. They should make sure the funds are available."
📎 Learn more about the retry process
5. Retry Successful
Subject: Pay by Bank payment successful
Sent: After a retry attempt successfully collects payment.
What it tells the customer:
- The payment went through
- Their Pay by Bank account is unblocked and active again
What to say: "Good news — the payment cleared and Pay by Bank is active again."
6. Account Unlinking Soon (B105)
Subject: Pay by Bank account will unlink in 7 days
Sent: When a bank is about to unlink, either on a periodic security cycle or because the customer recently updated their online banking username or password.
What it tells the customer:
- Their bank account is about to be unlinked
- This is a security precaution, not an error
- They should relink their bank account to continue using Pay by Bank
Important: This can happen even if no payment has failed. Relinking restores full access.
What to say: "That's just a security precaution — relinking their bank account will keep Pay by Bank working normally."
7. Relink Required (B105)
Subject: Relink your Pay by Bank account
Sent: When a customer attempts a Pay by Bank transaction but it is declined with a B105 error.
What it tells the customer:
- Their transaction was declined with a B105 error
- They need to relink their bank account before Pay by Bank can be used again
- This is a security and bank verification requirement, not a mistake on their part
Important: The customer did nothing wrong. Relinking is a standard security step.
What to say: "Pay by Bank just needs them to relink their bank account for security reasons — it's a quick process."
8. Unsupported Bank (F102)
Subject: Link a new Pay by Bank account
Sent: When a customer attempts checkout with a bank that Pay by Bank does not support.
What it tells the customer:
- Their bank is not currently supported
- The transaction was declined with an F102 error
- They can try linking a different bank account
Important: This is not related to insufficient funds or fraud — some banks are simply not yet supported.
What to say: "That specific bank isn't supported right now — if they have another bank account they can try linking that one instead."
Key Reminders for Staff
- These emails are normal and expected — customers should not be alarmed
- Always encourage customers to review the details in the email
- For questions beyond what's covered here, direct customers to support
Disabling Customer Emails
If your dispensary needs to turn off Pay by Bank emails:
- Go to Dutchie Ecomm Admin › Settings › Advanced Options › Order Status Emails
- Two toggles control which emails are sent:
- Payment Lifecycle Events — emails for standard purchases and transaction flow (emails 1–5 above)
- Payment Error Events — emails for errors, declines, and account issues (emails 6–8 above)
- Deselect either or both toggles, then click Publish