Who can receive follow-up emails

• Customers who have clearly agreed to receive follow-up emails.
• Recent customers who can be contacted about closely related checks.
• Customers with a valid email address and no warning flags on their account.

Who must not receive follow-up emails

• Customers who have unsubscribed.
• Customers marked with a do-not-email rule.
• Customers marked as service messages only.
• Customers where email permission is unknown.
• Customers with a hard bounce.
• Customers who have made a spam complaint.
• Customers with an active refund or payment dispute.

Send limits

• Send no more than one follow-up email to the same customer in 24 hours.
• Send no more than three follow-up emails to the same customer in seven days.
• Send only one follow-up email for the same customer action unless a later action clearly qualifies for another email.
• Do not send a reminder if the customer has already completed the action the email asks for.

Which email wins if more than one could be sent

1. Service or safety message placeholder
2. Purchase or report message placeholder
3. Same-vehicle upgrade
4. Checkout recovery
5. Bundle top-up
6. Pro account suggestion
7. Larger bundle suggestion
8. App suggestion
9. Vehicle reminder
10. Older customer re-contact
11. General information

Rules for specific products

• Do not send a basic-to-comprehensive upgrade email if the customer has already bought a comprehensive check for the same registration.
• Do not send a free-to-paid email if the customer has already bought a paid check for the same registration.
• Do not send a bundle top-up email if the customer has more than one check remaining.
• Do not send an app email if the customer has used the app in the last 30 days.
• Do not send a pro account email if the customer is already a pro user.
• Do not send a checkout reminder if payment has already completed.