Every email your customer can get

“What did you send my customer?” Sooner or later every office fields it. The full answer is short: your customers can receive eight emails, and a text where it is available, each caused by something concrete and each in your company’s name. Here is the map — what triggers each one, what it says, and whether it can be turned off.

All of them, at a glance

Email	What causes it	Default
Completion email	A job completes	On — Settings, “Tell customers when their job is done”
Progress note	A crew finishes part of a job and leaves the rest for later	On — follows the completion email’s switch
Quote	You send a price for repair work	Only when sent
Statement	You send one, or a reminder schedule you turned on does	Only when sent
Receipt	A payment clears	Automatic
Refund	Money goes back to the customer	Automatic
Card declined	A saved card fails when a completed job is charged	Automatic, and only for cards on file
Bank payment failed	A bank payment the customer made is returned by their bank	Automatic, and only for bank payments through LakeOps Payments

The completion email

Sent when a job completes: what was done at their property, item by item, with a link to their own page for the job. If they owe and LakeOps Payments is on, there is a button to pay. A customer whose card on file was charged gets it too, showing a settled bill alongside their receipt — nobody is offered a way to pay twice. It goes once per job.

It is on for every account. If you would rather bill entirely on your own rhythm, untick Tell customers when their job is done in Settings, under When a job is done; that also stops progress notes and pay-link texts. Send again on a job still sends that one email. The full story is in charge on completion.

The progress note

When a crew finishes some of a job and not the rest — the dock is in, the lift waits for the crane barge — the customer gets a short note saying what went in and what is still to come. It carries no money at all, and it is only sent when something new was actually finished.

The quote

When the office prices something the crew spotted and sends it, the customer gets the price with a link to say yes or no. See quoting what the crew spotted.

The statement, and the reminders that reuse it

A statement lists everything a customer still owes, oldest first, with one link to pay while you take payments online. It goes only when caused: you send it from their page, or — once you have turned reminders on — the schedule sends it when a debt ages past your steps. It is the same document either way, and nothing is ever sent to someone who owes nothing. A customer whose saved card is about to be charged, or whose bank payment is still clearing, is not reminded either. If you charge late fees, there is no separate late-fee email: the fee policy prints on the statement, and the fee itself appears as its own line.

The receipt

Sent when money clears — an online payment, a charged card on file, a bank payment once it confirms, or a check you recorded by hand. One per payment, frozen as of the day the money moved, with a link back to their job page. The office can send it again — to the customer, or to their bookkeeper at a different address — and the customer can open, download or re-send it themselves from the job page, where a job they have finished paying for says Paid in full.

The refund email

Sent once for each refund, whether you refunded from LakeOps or from your Stripe dashboard: how much, for which job, the payment it came off, and how it comes back to them. It deliberately shows no balance. It is not sent for a lost chargeback, where the bank took the money back rather than you refunding it, nor when you untick Email the customer about this refund on the refund form — which starts unticked for a check or cash you recorded by hand, since that refund is usually a correction. See refunds.

The card-declined note

Only possible for customers who chose to keep a card on file. If the charge for a completed job fails — expired card, bank said no — they get a short note saying so, alongside the completion email with its pay link. Nothing nags them again; the balance simply remains, visible in who owes you money.

The bank-payment-failed note

A bank payment takes days to clear, and occasionally the bank returns it. The customer believes they paid, so they are told once, plainly, with what is still owing and a link to pay another way. See bank payments.

The pay-link text, where available

For shops on LakeOps Payments, LakeOps can also text the customer the same pay link the completion email carries, once per job, when the job completes with money owing and the customer has a phone number a carrier can dial. Texts depend on a registered sending number — US carriers will not deliver business texts without one — and as of September 2026 that registration is not finished, so no pay-link texts are being sent. Until it is, the completion email is the bill, exactly as before.

Replies, and whose name is on it

Every one of these comes from your company’s name, and a reply goes to you — to the support email you set under Settings → Account & payments, or to the account owner if that is blank. None of them replies to a no-reply address. An address that has bounced, or whose owner marked your email as spam, is not written to again until it is corrected. See your name on checkout and card statements.

What your customers never get

Your customers have no logins, so there are no sign-in codes, password emails or account notices — the six-digit code email is only ever sent to people you have invited onto your team. There are no marketing emails, and nothing sent on LakeOps’ own behalf. Stripe can send its own payment receipts too, but only if you switch that on in your Stripe dashboard; LakeOps does not.