On Hold Email Templates
CAS Selection
CASs cannot customize these templates nor deactivate them; all are required.
Overview
These email templates are used by our Operations team if an applicant's application needs to be placed on hold (e.g., duplicate accounts, code of conduct charge, etc.). These are standardized across CASs and cycles.
| Template Name | System Name (Internal only) | Editable? | How is it Triggered? | Triggered From | Sent To | Required If | Notes |
| Applicant Withdraw Request | Applicant Withdraw Request | Yes | Applicant requested their application be withdrawn from all programs in a cycle | Management Portal (manual) | Applicant | ||
| Application Removed from On Hold | APPLICATION REMOVED FROM HOLD: OWED PAYMENT RECEIVED | Yes | Applicant submitted owed application fees | Management Portal (manual) | Applicant | Applicant is no longer in the On Hold application status | |
| Chargeback | Chargeback | Yes | Applicant's application fees are disputed by credit card company | Management Portal (manual) | Applicant | ||
| Duplicate | Duplicate | Yes | Applicant created more than one application in a cycle | Management Portal (manual) | Applicant | Applicant decides which application to keep active and notifies Customer Service | |
| On Hold: Application Unpaid | ON HOLD APPLICATION: APPLICATION UNPAID | Yes | Applicant's application fees are disputed by credit card company | Management Portal (manual) | Applicant | ||
| On Hold: Back Fees Owed | ON HOLD APPLICATION: BACK FEES OWED | Yes | Applicant's application fees were disputed by credit card company for a previous cycle; applicant owes old application fees | Management Portal (manual) | Applicant | ||
| On Hold: Conduct Violation | ON HOLD APPLICATION: CONDUCT VIOLATION | Yes | Applicant has a code of conduct violation | Management Portal (manual) | Applicant | ||
| On Hold: Multiple Charges | ON HOLD APPLICATION: APPLICATION UNPAID (MULTIPLE CHARGES) | Yes | Applicant's application fees are disputed by credit card company | Management Portal (manual) | Applicant | This is used if an applicant has more than one application fee disputed |
Example Templates
Applicant Withdraw Request
Email Subject: Your [CAS NAME] application was withdrawn
Excerpt: You requested your [CAS NAME] application to be withdrawn
Application Removed from On Hold
Email Subject: [CAS NAME] Application On Hold: Owed Payment Received
Excerpt: Your application is no longer on hold
Chargeback
Email Subject: Credit Card Payment Disputed for [CAS NAME] Application Fee(s)
Excerpt: Your application is on hold
Duplicate
Email Subject: Your Duplicate [CAS NAME] Account
Excerpt: Your duplicate [CAS NAME] application is on hold
On Hold: Application Unpaid
Email Subject: [CAS NAME] Application On Hold: Application Fee(s) Owed
Excerpt: Your application is on hold
On Hold: Back Fees Owed
Email Subject: [CAS NAME] Application On Hold: Previous Application Fee(s) Owed
Excerpt: Your application is on hold
On Hold: Conduct Violation
Email Subject: [CAS NAME] Application Code of Conduct Violation
Excerpt: Your application is on hold
On Hold: Multiple Charges
Email Subject: Credit Card Payment Disputed for [CAS NAME] Application Fee(s)
Excerpt: Your application is on hold
