REMOVE? -- Ekho Communications

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Preorders

Preorder Confirmation

Context: Sent when a buyer places a preorder on Ekho.

Images from left to right: SMS to buyer, email to buyer, email to OEM.

Preorder Refund

Context: Sent when an OEM refunds a preorder.
Trigger: OEM clicks ‘Cancel and Refund’ in the Admin Portal.

Images from left to right: email to buyer, trigger in Admin Portal.

Preorder Conversion

Context: Sent to a buyer when converting a preorder.
Trigger: OEM clicks ‘Convert Preorder’ in the Admin Portal.

Images from left to right: SMS to buyer, email to buyer, trigger in Admin Portal.

Payments

Full Payment Received

Context: Email sent to the buyer and OEM once an order is fully paid.
Trigger: When a cash or cashEarly (Ekho Glossary) buyer pays off the remaining balance through ACH or card.

Images from left to right: email to buyer, email sent to OEM.

Lender Payment Received

Context: Email sent to the OEM when the financed amount is transferred to the OEM’s Stripe account.
Trigger: When Ekho transfers the financed amount from the lender to the OEM’s Stripe account for a financed order.

ACH Payment Failed

Context: Sent to the buyer when their ACH transfer for a down payment or remaining balance fails.

Refund Initiated

Context: Email sent to the buyer when Ekho cancels and refunds their order.
Trigger: At the moment, only Ekho is able to cancel and refund an active order.

Abandoned Cart Re-Engagement

Context: Email sent to the buyer if they abandoned either their pre-order or checkout session.
Trigger: Buyer inputs their contact information but does not place their order.
Intervals: Sent 1 hour after abandoning cart, 72 hours (after the first email), 120 hours (after the second email).
- OEMs can choose to apply a fixed discount amount upon the third and last re-engagement.

Images from left to right: first, second, third, and third re-engagement with a discount.

Checkout

Checkout Confirmation

Context: Sent to the buyer confirming their placed order.

Images from left to right: SMS sent to buyer, email sent to buyer

Financing

Lender’s Decision

Context: Buyer receives a financing decision from the lender (either declined or approval with no stipulations).

Images from left to right: SMS sent to buyer, email sent to buyer

Conditional Offer Received

Context: Buyer receives a conditional offer from the lender and must provide additional information to clear the stipulations.

Images from left to right: SMS sent to buyer, email sent to buyer

Stipulations Re-requested

Context: The initial information provided was insufficient; additional information is required to clear stipulations. Ekho will provide a note with instructions or corrections.

Sign Final Financing Contract

Context: Buyer must sign the final financing agreement prior to delivery.
Trigger: OEM marks the vehicle as ready to ship within a week in the Admin Portal.

Images from left to right: SMS sent to buyer, email sent to buyer

Titling & Registration

VIN Assigned

Context: Buyer was previously blocked at insurance until the VIN was assigned.
Trigger: OEM assigns the VIN for the order in the Admin Portal.

Paperwork Section Ready

Context: Buyer can begin their paperwork for titling and registering their vehicle.

Temporary Tag Uploaded

Context: Buyer can download and print their temporary tag to enjoy their vehicle upon delivery.
Trigger: OEM marks the vehicle as shipped or delivered in the Admin Portal.

Automated Re-Engagements

Ekho has built an internal infrastructure to detect outstanding actions for a given order and automatically re-engage the buyer to continue making progress with their order.

Interval: The first re-engagement is sent 6 hours after the last buyer activity. Subsequent re-engagements are sent at increasing intervals: 24 hours after the first, 48 hours after the second, and 72 hours after the third re-engagement, assuming continuous inactivity.