Marmalade sends a small set of routine communications to help your customers stay informed and to support smooth payment operations. Below is a simple overview of what to expect.
1. Onboarding Communications
As part of onboarding, you’ll update your customers with your new Marmalade banking details. We provide:
A template you can tailor, and send either individually or in bulk
Your BSB and Account Number to be included in your communications
Two attachments: Bank Verification Letter and Banking Account Statement with your new payment details
Once you’ve notified your customers, Marmalade will send them a quick confirmation email the first time you issue an invoice. It explains who we are, why the banking details have changed, and how they can verify the update if they’d like.
2. Monthly Statements
We send statements to your customers on the third business day of each month. The monthly statements will use your branding and include all current, due and overdue invoices.
For more on this, see our Monthly Statement article.
3. Ongoing Monitoring
We keep an eye on general platform activity to ensure everything runs smoothly. This includes:
Engagement
Payment behaviour
Cash-in activity
If customer contact is required as a result of our ongoing monitoring you will be contacted before or shortly after this takes place.
4. Investigations & Collections
Every now and then we may need to confirm a few details about a cashed-in invoice before releasing funds. We’ll check:
The invoice was received
It’s due and payable
The bank details match
If a cashed-in invoice is long overdue, we may check in with the customer to confirm expected payment timing. This helps avoid unnecessary escalation.
For more on this, see our Recovery Process article.
5. Feature or Product Updates
From time to time, we may share optional updates about new features or improvements that could benefit your customers.