> ## Documentation Index
> Fetch the complete documentation index at: https://developers.staging01.melio.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Email communication

> The emails Melio sends to the business in different cases, and how you can configure them.

In some cases Melio emails the business or the payee directly. This page lists those cases and how the emails can be configured to match your brand and flow.

## 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.                                                        |

## Example

A payment-failure email, white-labeled with the partner's logo and branding:

<Frame>
  <img src="https://mintcdn.com/melio/YOlFZT5dpomxmRio/images/email-payment-failed-1.png?fit=max&auto=format&n=YOlFZT5dpomxmRio&q=85&s=10ae57adf8ede1b542a1745c17288690" alt="Email Payment Failed 1" width="1338" height="1752" data-path="images/email-payment-failed-1.png" />
</Frame>

## 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)

<Note>
  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.
</Note>

## Emails Melio always sends

Some communications are issued by Melio directly and are not white-labeled, for compliance reasons. For example, the payment receipt is issued by Melio to the payer against every payment (see [UI requirements](/docs/ui-requirements)).