Mail House – Basics

Introduction

The mail house tool sends physical mail to borrowers. It's one of the important customer communication options that can be an invaluable part of a lender's collections strategy. Mail house can be used to manually send one-off mailers, and also works with LoanPro's trigger and event-based notifications, where rules determine when and to whom mail is sent. This article will cover the use and scope of the mail house tool, and Mail House – Sending Mail article shows the actual screens and button clicks needed to use the feature.

In late 2021, we revamped the mail house tool with some great new features.

Comparison of Old and New Mail House

Old Mail House

New Mail House

No tracking status or history

Tracking status and history for each mail piece that will show when it’s in the queue, printed, sent to USPS, in transit, etc.

Listing for each mail piece that shows:

  • When the piece was submitted
  • The assigned ID of the mail piece
  • The ID of the loan for which the piece was mailed
  • The name of the template that was used to generate the piece
  • The status of the mail piece. This is a single status that gives the ultimate outcome, but no tracking

Listing for each mail piece that shows:

  • Date submitted
  • Name of recipient
  • Name of template used to generate the mail piece that is linked to the templates page
  • The ID of the loan for which the piece was mailed
  • The author/requestor of the mail piece
  • The source service, trigger-based notification, event-based notification, mail house tool, custom form, or document
  • Status of the mail piece, including tracking information

No visibility of the mail piece that was sent

A .pdf copy of the mail piece that was sent, which is viewable at any time in the future

An interface showing mail house pieces in the order they were sent

A new interface that can filter mail house pieces by:

  • Loan ID
  • Tracking Status
  • Date Sent
  • Recipient Name
  • Recipient Address
  • Source Service (i.e. trigger, event, manual)

No ability to cancel queued mail pieces

The ability to cancel a mail piece up to 60 minutes after the piece was queued

An interface showing only which mail pieces were sent, their IDs and the name of the template used to generate them

A new interface in customer communication history that shows the same information for each mail piece as the mail house tool interface

No ability to see what happens with mail once it is sent

The ability to see when mail gets rerouted by USPS because the mailing address has been updated. There is no ability to see the updated address

No ability to send to mail to a customer with the type of company

The ability to send mail to customers of any type (i.e. individual, company)

The Mail House Process

Mail house sends physical mail to a specific address. Mailer templates can be created or changed in LMS. When a mailer is sent out, you can specify which template to use. Templates contain variables that will be replaced with specific customer or loan data. A completed template is sent to our mail house partner where it is printed, placed in a stamped envelope with the recipients address printed on it. It then gets sent to USPS for delivery.

Here are the basic steps for sending mail through the mail house:

  1. Choose the customer who will be the recipient of the mailer
  2. Choose or create a template for the mailer
  3. Use the mail house tool to specify that the mailer should be sent to the recipient and your part is done
  4. Now, you can track the status of the mailer to see its movement to the recipient

Templates

Mail house templates work similar to Custom Forms in LMS. You can choose not only the information to send, but all of the formatting as well. You can create them using our editing tool (which works like a simple word processor), HTML, or by uploading a Microsoft Word (.docx) file.

For more, see our article Mail House – Address Blocks and Templates.

This Feature Is Not

Mail house templates are not Custom Forms. At first glance, you may think that custom form templates can be sent to the mail house, but this is not the case. While you can generate a Custom Form and then choose to mail it, custom form templates are not the same as mail house templates or email templates; they're saved in separate areas. They do, however, use the same variables, so you can copy and paste the HTML from custom forms or use the same Microsoft Word document to create the same document in mail house.

Mail house cannot send custom-sized letters. Mail house templates do not give you the option to select a specific size of page you want to send; each letter will be printed on standard 8.5 x 11 inch paper.

Common Questions

Here's a few of the most common questions we get from customers about the mail house:

Can I send mail to co-borrowers or companies? Yes, you can send to both. For a company address, there will be no difference; just select the loan and send it as you would for a residential address. For secondary customers, you'll need a separate co-borrower mail house templates. When creating a or editing a template, you can specify whether it should be sent to a primary or secondary customer.

Can I look up an address? No. The mail house tool doesn't let you look up an address, nor does it tell you if a recipient's address has been forwarded. However, when you send mail through this tool, the settings on the template you use will pull the recipient's address, so if you have the address in LMS, there will be no need to look it up.

Can I see the actual image of a document? Yes. Once the document is sent, a PDF copy of the fully generated mailer will be saved. You can view this copy at any time.

Can I track the document for delivery? Yes. The status of each mail piece is tracked and the tracking history is shown in LMS. On the customer communication page you can see what mailers you've sent to the specific customer.

Can I cancel a document after queuing it? Yes, but only if you act quick. After you queue a document and submit it in the mail house, you have a 60 minute cancellation window allowing you to cancel the mail. The status of your mail will be updated after it's cancelled.

What's Next?

Now that you know the basics about the tool, you're ready to see how to use it.


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