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| Applicant Withdraw Request | Applicant Withdraw Request | Yes | Applicant requested their application be withdrawn from all programs in a cycle | Management Portal (manual) | Applicant | ||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 | No longer used; duplicate of On Hold: Application Unpaid | |
| Chargeback NMS Match Fee Owed/Place On Hold | CHARGEBACK_NMS_MATCH_FEE_OWED/PLACE_ON_HOLD | Yes | TBD | TBD | TBD | TBD | TBD |
| Chargeback Notification/Place On Hold | CHARGEBACK_NOTIFICATION/PLACE_ON_HOLD | Yes | TBD | TBD | TBD | TBD | TBD |
| Chargeback Outstanding on Another Account/Place On Hold | CHARGEBACK_OUTSTANDING_ON_ANOTHER_ACCOUNT/PLACE_ON_HOLD | Yes | TBD | TBD | TBD | TBD | TBD |
| Chargeback Partial Payment Received/Remain On Hold | CHARGEBACK_PARTIAL_PAYMENT_RECEIVED/REMAIN_ON_HOLD | Yes | TBD | TBD | TBD | TBD | TBD |
| Chargeback Repaid/Remove from On Hold | CHARGEBACK_REPAID/REMOVE_FROM_ON_HOLD | Yes | TBD | TBD | TBD | TBD | TBD |
| 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 | |
| On Hold: Terms Of Service Violation | ON HOLD APPLICATION: TERMS OF SERVICE VIOLATION | Yes | Applicant has a Liaison terms of service violation | Management Portal (manual) | Applicant | ||
| On Hold Application: NMS Match Fee Owed | ON_HOLD_APPLICATION:_NMS_MATCH_FEE_OWED | Yes | Applicant's NMS fees are disputed by credit card company | Management Portal (manual) | Applicant | ||
| On Hold Application: PTE Fees Owed | ON_HOLD_APPLICATION:_PTE_FEES_OWED | Yes | Applicant's PTE fees are disputed by credit card company | Management Portal (manual) | Applicant |
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 NMS Match Fee Owed/Place On Hold
Email Subject: Unpaid NMS Match Fee(s): Your [CAS NAME] Application is On Hold
Excerpt: Your application is on hold.
Chargeback Notification/Place On Hold
Email Subject: Unpaid [CAS NAME] Application Fee(s)
Excerpt: Your application is on hold.
Chargeback Outstanding on Another Account/Place On Hold
Email Subject: Unpaid [CAS NAME] Application Fee(s) on Another Account
Excerpt: Your application is on hold.
Chargeback Partial Payment Received/Remain On Hold
Email Subject: Outstanding Balance Due for [CAS NAME] Application
Excerpt: Your application is on hold.
Chargeback Repaid/Remove from On Hold
Email Subject: Repayment Received for Unpaid [CAS NAME] Application Fee(s)
Excerpt: Your application is no longer 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
On Hold: Terms of Service Violation
Email Subject: [CAS NAME] Application On Hold: Terms of Service Violation
Excerpt: Your application is on hold
On Hold Application: NMS Match Fee Owed
Email Subject: [CAS NAME] Application On Hold: NMS Match Fee Owed
Excerpt: Your application is on hold
On Hold Application: PTE Fees Owed
Email Subject: [CAS NAME] Application On Hold: Professional Transcript Entry (PTE) Fee Owed
Excerpt: Your application is on hold
