Email communication

When Melio emails the business

Case	Trigger	What the email says
Missing documents	Melio needs more information to complete verification of the business (KYB)	Asks the business to provide the missing documents.
Payment failure	A payment fails	Explains the failure. For a delivery failure, it confirms the funds are being refunded to the funding source and the expected timing.
Disputes	A dispute is raised on a payment	Handled through Melio support.
ETA updates	A payment’s delivery timing changes - delayed, or a new estimated delivery date	Notifies the business of the updated ETA and any action needed to keep the payment on track.
Payment delivered	A payment is delivered or a check is deposited	Confirms to the business that the payment went through.
Payment changes	A payment is scheduled, updated or canceled	Notifies the business that the payment was created/updated or canceled.
Refunds & voided checks	A payment can’t be delivered, or a check is voided/returned	Explains the payment couldn’t be delivered and confirms the refund to the funding source.
Bank account verification	A funding account is being verified, is verified, or is closed	Guides the business through micro-deposit/instant verification.
Fees	Fees are charged	Provides a receipt for the fees paid.

When Melio emails the payee

Case	Trigger	What the email says
Payment failure	A payment to the payee fails	Tells the payee the payment from the business couldn’t be completed and what to do next.
ETA updates	The timing of a payment to the payee changes - delayed or a new estimated delivery date	Notifies the payee of the updated ETA for the incoming payment.
Payment delivered	A payment to the payee is delivered	Confirms to the payee that the payment from the business arrived.
Payment changes	A payment to the payee is scheduled/updated or canceled	Notifies the payee that the business created/updated or canceled the payment.
Refunds & voided checks	A check to the payee is voided, or hasn’t been deposited	Notifies the payee that a check was voided, or reminds them to deposit an outstanding check.
Fees	Fees are charged	Provides a receipt for the fees paid.

Configuring the emails

These emails can be configured in different ways to match your brand and flow. You can customize:

Logo and colors

Sender domain

Links (for example, your website, help or support links)

During the beta, email configuration is handled manually - tell your Melio contact how you want the emails branded and we set it up. Self-serve configuration comes later.

Get started

Core resources

Building with the API

Risk, compliance & going live

Tools

When Melio emails the business

When Melio emails the payee

Example

Configuring the emails

Emails Melio always sends

​When Melio emails the business

​When Melio emails the payee

​Example

​Configuring the emails

​Emails Melio always sends

When Melio emails the business

When Melio emails the payee

Example

Configuring the emails

Emails Melio always sends