What you need to set it up

WIK letters are enabled and configured for your account by Twikey. Before you can send them, the following must be in place:

• The WIK service enabled — Twikey support enables the service and creates the WIK profile that holds your letter templates.
• A WIK letter template — The letter is a PDF that Twikey support uploads for you. A standard template is provided, and the design can be customized as a paid option.
• A PSP integration — Only required if you want to include a payment link (or a QR code to the payment page) on the letter. Without a PSP, bank transfer details are used instead.
• SMS enabled — Only required if you want to send an accompanying SMS.
• A registered mail integration — Only required if you want to send the letter digitally as a registered email instead of by post.

To set up WIK letters or request changes to your letter template, contact our support.

Your letter template

Twikey manages the WIK letter PDF for you. A few things are good to know:

• Multiple languages — You can have the letter in several languages. The language of each letter follows the language of the originating agreement. If no letter exists for that language, the default letter is used.
• Multiple profiles — Different letters can be used for different agreement types (for example B2B and CORE).
• QR code — A QR code linking to the payment page can be added to the letter (requires a PSP integration).
• Customization — Adjusting the letter design beyond the standard template is a paid option.

Template attributes

Only the linkqr attribute is required, and only if you want a QR code on the letter.

PDF form parameters

The following form parameters can be added to the letter PDF. They are automatically filled in with the correct values when the letter is generated.

Send a WIK letter manually

You can send a WIK letter on demand to a transaction in the Unsettled menu.

1. Navigate to Transactions > Unsettled in the left-hand navigation menu.
2. Click the transaction to open its Details.
3. Click the envelope icon (Wik Letter).
4. Select the options you want (see Available options below).
5. Click Send official letter.

The accompanying email — and the SMS, if selected — are sent to the customer immediately. The letter itself is then dispatched by Twikey, by post or as a registered email depending on your configuration.

Set up an automatic WIK step

Add a WIK step to your dunning workflow so the letter is sent automatically when a collection fails.

1. Navigate to Settings > Profiles in the left-hand navigation menu.
2. Select the profile you want to configure.
3. Open the Payments tab.
4. In the Failed payments section, click Add to create a new step, or edit an existing one.
5. Select Send official letter (Wik Letter) as the action.
6. Configure the options (see Available options below).
7. Click Apply.
8. Click Save at the bottom of the screen.

When the step is triggered, the email is sent to the customer immediately (and the SMS after its configured delay, if set), and the letter is dispatched by Twikey, by post or as a registered email depending on your configuration.

For a full explanation of the dunning workflow and how steps are applied, read Setting up a failure management scheme.

Available options

The options differ slightly between a manual send and an automatic dunning step.

When sending manually:

• Use payment link — Includes a payment link so the customer can settle the amount online. If no PSP is configured, bank transfer details are included instead.
• Send also by SMS — Sends the SMS configured under Failed payment #1 (SMS tab) in addition to the letter. Requires SMS to be enabled.
• Keep the actual document — Stores a copy (PDF) of the letter on the WIK document in Twikey. Additional charges may apply. When an email is sent, the stored PDF is included in it.
• Send an email to the customer — Sends the WIK email (Emails tab > Transactions > Wik) to the customer. Enabled by default.
• Grace period — The number of days the customer has to pay the amount due after receiving the letter.
• Admin charges — Adds legally permitted administrative charges to the amount due.

In an automatic dunning step:

• Grace period — The number of days the customer has to pay after the letter is sent. When it expires, the next dunning step (if any) is triggered.
• Admin charges — Adds legally permitted administrative charges to the amount due.
• Use payment link — Includes a payment link (or bank transfer details if no PSP is configured).
• Send also by SMS — Sends the SMS configured under Failed payment #1 (SMS tab). Requires SMS to be enabled.
• Delay SMS with — Sends the SMS only after the selected number of days. The delay must be shorter than the grace period.
• Send registered email — Sends the letter digitally as a registered email through your registered mail integration, with legal proof of delivery, instead of by post.
• Keep the actual document — Stores a copy (PDF) of the letter on the WIK document. Additional charges may apply. When an email is sent, the stored PDF is included.
• Notify — Choose who is notified: Customer or Merchant. The customer email is always sent regardless of this setting, so selecting Customer currently has no effect; select Merchant to also send a copy to yourself. To stop the customer email entirely, disable the email itself (see below).

The accompanying email

The email that goes out with the WIK letter can be customized or switched off.

1. Navigate to Settings > Profiles in the left-hand navigation menu.
2. Select the profile.
3. Open the Emails tab.
4. Under Transactions, open Wik.
5. Edit the email, or disable it if you do not want an email sent to the customer.

Whether the letter PDF is attached to this email depends on the Keep the actual document option — when it is enabled, the PDF is included. This applies to both manual and automatic dunning.