Claim follow-ups: a reminder for what the courier promised

Couriers often promise a result in a number of days, and nobody remembers on the day. A follow-up is a reminder you set on a claim. It waits for the day, checks the conditions you chose, and then either tells your team (the bell and, if you want, an email) or emails the courier by itself in the same email thread as the claim.

Setting one

1. Open the claim. In the card Follow-up reminders press Remind me about this claim.
2. What kind of reminder? Pick one of your reminder types (see below). It fills in sensible defaults.
3. Remind after how many days? Type the days, press 1, 2, 3, 5, 7, 10 or 14, or pick a date. A line under it says when it will come due.
4. What was promised? A note for your team, for example "Agent Imran said the refund would be done by Friday". It is not sent to the courier.
5. Only remind if… (condition and generic types): choose the conditions, for example the courier has not replied. If they are not true on the day, either skip the reminder or keep checking for a number of days.
6. When the time comes: Remind me (a person checks the email that is ready and sends it) or Send it to the courier by itself (needs email to be set up).
7. Optionally Repeat every few days, up to a number of times.
8. Press Set reminder. A reminder can only be sent once the claim itself has been emailed.

When it comes due

• The bell shows Claim follow-ups due with a View button. The list shows the claim, the courier, what was promised and how long it has waited. Open the claim goes to the ready email; +1 day and +3 days put it off; Close ends it without sending anything.
• The Claims page lists due follow-ups above the claims, and the claim shows a Follow-up due label (or the date it is waiting for).
• A reminder that was sent shows in the claim's conversation as a reply in the same thread, and is counted like any other reminder.

Reminder types (admins)

Claims › Email templates & replies, card Follow-up reminders, holds the types. There are three kinds:

Press New type to add your own, or edit one: its name, the usual number of days, the conditions, whether it repeats, what it does by default, and the words of the email in the same editor as claim emails, with a live preview filled with one of your real claims. Besides the usual fields ({ref}, {courier}, {parcels_table}…) these are available: {promised_days}, {promise_date} and the note you typed. Reminders already set keep their words when you edit a type.

Conditions you can use: the courier has / has not replied; some parcels are not delivered or back yet; every parcel is delivered or back; a parcel has had no courier update for N days; fewer than N reminders were sent; it is at least N days since our last email; the claim's COD total is over N.

The same card has Who is told, and when: show it on the bell, send an email, to the person who set the reminder, the owners and/or everyone who may email claims, and the time of day reminders come due. Check reminders runs the same check the background job does.