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Tilta sends operational emails to your buyers on your platform’s behalf, keeping them informed about open invoices, upcoming due dates, and outstanding amounts. These emails are fully white-labeled – they carry your platform’s branding, sender domain, and display name – so your buyers experience a seamless, consistent relationship with your platform throughout the payment lifecycle.

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What these emails do

Tilta’s buyer communication serves three interconnected goals:
  • Transparency – buyers always know what invoices are open, what is due, and when payment is expected
  • Action – Every email includes full payment details: IBAN, payment reference, and an EPC QR code that buyers can scan directly with their banking app
  • Collections – When invoices go unpaid, the email tone escalates progressively to encourage settlement while maintaining a professional, respectful tone on your platform’s behalf
For buyers on SEPA Direct Debit, Tilta replaces payment instructions with a pre-notification that informs the buyer of the upcoming debit amount and date.

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Email scope and grouping

Tilta takes a Buyer-centric approach to communication rather than sending a separate email for each individual invoice. This reduces notification fatigue and gives buyers a clear summary of their overall payment position. How emails are grouped depends on your platform’s merchant model: This means a buyer who has outstanding invoices with three different merchants on your platform receives three separate emails – one from each merchant – rather than one combined email or three individual invoice emails.

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Escalation cadence

Tilta sends the first email three days before an invoice is due, giving buyers time to arrange payment before the due date arrives. After the due date, reminder emails follow an escalating schedule approximately every ten days, continuing for up to around 80 days past due. The tone of any given email is driven by the most mature unpaid invoice in that buyer’s (or buyer × merchant’s) group. If a buyer has one invoice 45 days overdue and two invoices just becoming due, the entire email is written at the escalated-urgency tone to reflect the most serious outstanding item.
Tilta manages the escalation timing and copy automatically. You do not need to trigger emails manually or track DPD values in your own system to drive communication.

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Email structure

Each email Tilta sends to a buyer follows a consistent layout:
  1. Branded header – Your platform’s logo and color scheme
  2. Greeting and summary – Personalized salutation and a plain-language summary of the buyer’s payment position
  3. Invoice overview table – A line-by-line listing of all open or due invoices, including amounts, due dates, and current status
  4. Payment details – IBAN, BIC, and payment reference the buyer should use; includes an EPC QR code for one-tap bank payment
  5. Closing – A contextually appropriate sign-off based on the current escalation level
  6. Legal footer – Names the merchant and includes any required regulatory disclosures

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Recipients

Tilta determines the recipient list for each email based on two sources:
  • Buyer contacts marked for invoice communication – contacts associated with the buyer record and flagged to receive invoice-related emails
  • Invoice-specific contacts – contacts designated at the invoice level for that specific transaction
Each recipient is addressed individually – Tilta does not put multiple addresses in the To or CC fields of a single message. If you need a team mailbox or finance department to receive a copy, you can configure a BCC address at the platform level.
Review the contacts configured on each buyer record during onboarding. A missing or outdated contact means reminder emails do not reach the right person, which can delay payment and escalate unnecessarily.

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Sender and branding

Tilta uses your platform’s configured sender domain and display name when sending buyer emails. Buyers see your brand, not Tilta’s, throughout the communication. The email body always uses your platform’s logo and name. The footer names the relevant merchant for context. See Email Configuration to set up a custom sender domain.

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Localization

Tilta selects the language and formality level for each email in the following priority order:
  1. Buyer’s configured language – Set on the individual buyer record
  2. Account default language – Your platform’s fallback locale
  3. Country fallback – Inferred from the buyer’s registered country
Formality is also configurable. For example, German-language emails can use the formal Sie form or the informal Du form depending on your platform’s relationship style with its buyers.

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Configuring buyer communication settings

Use the PUT /v1/buyers/{external_id}/settings endpoint to control the language and formality used when communicating with a specific buyer.
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string
required
Your platform’s identifier for the buyer, as used when the buyer was created.
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string
BCP 47 language tag for the buyer’s preferred communication language (e.g., de, en, fr, nl). Overrides the platform default for this buyer.
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string
Formality level for languages that distinguish formal and informal address. Use formal (e.g., German Sie) or informal (e.g., German Du).
Language and formality settings apply to all future emails sent to this buyer. They do not retroactively affect emails that have already been queued or sent.

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Frequently asked questions

Tilta’s buyer communication is a core part of the credit facility service and cannot be disabled entirely for active buyers with outstanding invoices. If you have specific operational requirements, contact your Tilta integration manager to discuss options.
If a buyer has no contacts marked for invoice communication and no invoice-specific contacts, Tilta cannot send emails to that buyer. Ensure every buyer has at least one valid contact with invoice communication enabled before creating invoices for them.
contact your Tilta integration manager to request preview access or test sends during your integration setup. The sandbox environment can be used to trigger the email flow without affecting production buyers.
Tilta only sends emails for open or overdue invoices. Once an invoice is closed (fully settled), it no longer appears in reminder emails and no further communication is sent for that invoice.