Mail House – Tracking & History

Introduction

LoanPro's mail house tool provides the ability to send physical mail directly from LMS. This feature includes tracking statuses that help you see what is happening with each mail piece once they are queued in the tool. The tool provides a view that shows all of the information you need about each mail piece. It also gives you the option to filter by each data point to more easily audit the progress of your mail.

Tracking statuses are key to knowing where each piece of mail is in the delivery process. The Mail House – Tracking Statuses article gives information on each status and what it means.

Mail House Tool View

The mail house tool is located in Tools > Customer Communication > Mail House within LMS. The primary view in the mail house tool shows each piece of mail on a separate line. Each line shows the following:

Field

Description

Submitted

The submitted column will show you the time and date when the mail was queued to the mail house tool.

To

The name of the recipient, which is also a link to that customer inside of LMS.

Template

The name of the template used to generate the mail piece, which is a link to the to templates page inside Company Settings.

Loan ID

The ID of the loan for which the piece was generated, which is a link to the loan inside LMS.

Author

This is the agent who is queued the mail (if the mail was sent by an event or trigger it will show 'system').

Source Service

The source service that the document was sent from. This includes the Mail House Tool, trigger-based notification, event-based notification, customer document, loan document, or custom form.

Status

This is the status of the mail piece. The available statuses are listed in Mail House – Tracking Statuses.

To view a history of statuses, click the chevron icon on the right side of any listing. If it's been less than 60 minutes since the mail piece was sent to the queue you should see a Cancel button. Click this if you no longer want to send the piece.

Use the fields at the top of this view to filter the list of mail pieces.

Customer Communication History

A view of mail pieces sent to a single customer can be found in Communication History > Mail House inside of a specific customer. The customer communication history view for Mail House gives similar information to the view inside the Mail House Tool.

Mail Cancellation

LoanPro has included a cancellation window for you to stop mail you've sent. This option is only available for 60 minutes after mail has been queued. If mail has already been sent to our partner service, you will not be able to cancel.

The cancellation option should help if errors are found after the mail has been queued, or a recipient was added by mistake.

To cancel mail, find the piece you want to cancel, click the chevron icon to the right and click the Cancel button.

Mail Preview

You might wonder, "If it takes a few days before mail is received, how will I remember exactly what I sent?" After queing mail to the Mail House Tool, you will have the option to view exactly the document that was sent.

To do this, find the mail piece you want to view in the list. Click the chevron icon to the right of the listing. Click the View button. This will open a PDF copy of the actual letter that was sent.

Mail Forwarded or Returned

For the most part, mail will reach the desired recipient as intended. Sometimes, however, mail will be either forwarded or returned. In these cases you'll see either the Re-routed or Returned to Sender statuses show for the mail piece.

Re-routed mail usually means that the mail was forwarded to a different address because the recipient requested it. it could also happen for these reasons:

  • Change of address
  • Address errors
  • USPS re-labeling of barcode/ID

If mail was re-routed, you will be able to see the address you have on file for the customer by clicking the View Details link next to the status within the status history. USPS doesn't provide the forwarding address.

Returned to Sender mail is mail that was not deliverable by USPS, so it was sent back to the return address. If mail was retuned to you, you will need to do some work on your end in order to notify the customer.

In either of these cases, we recommend reaching out to the customer and getting updated address information.


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