FAQ

General Inquiries

Are you HIPAA compliant, and is my data secure?

Yes. Through the use of FTP, PGP, encryption, firewalls, waste paper shredders, privacy envelopes, etc., we ensure that our practices are in compliance with all federal and state regulations.

What will my statement or letter look like? Can you design it?

Our in-house graphics department will create beatiful, full-color custom forms for you at no extra cost. Front and back, you will get exactly what you want.  Check out some of our design samples.

What digital file types do you accept?

Although we prefer data files in a CSV format, we can work with any ASCII branded files.

Do you offer any returned mail services?

Yes. Our ReturnLogic service is a turnkey return mail management system that enables LetterLogic to fully manage the disposition of your company's return mail and provide corrected address information from the USPS.

Can I see my printed statements online?

Yes. With our ViewLogic service you can see a PDF rendering of each invoice, statement, or letter that we print and mail on your behalf with the click of a button. You have your own secure web page where customer care professionals can access each piece of mail we send. You get data storage up to 12 months and the ability to electronically resend statements and letters at your fingertips.

After you have my file, when will my documents mail?

Your mail will be at the post office within 24 hours of the time we receive your file for processing.

How will I know that my documents are in the mail?

Within a few hours of your file transmission, you will receive a confirmation and a production report detailing the number of pieces that are being mailed. Within two days, you will see the results in the form of phone calls, payments, etc. We can tell you the very minute the document was created and the date it was mailed.

How do I make changes to my statements or letters?

Your dedicated account manager will take care of processing all changes or additions for you, most being completed within 48 hours.

Return Mail Refund

LetterLogic touts itself as the only company that issues refunds for return mail. Frankly, this offer sounds too good to be true and there are rumors that LetterLogic uses the refund offer to entice new customers but soon discontinues the refund. Is this true?

We urge you to call our customers to ask how long they have been receiving the refund, how they feel about the refund, and the other reasons they are happy to be with us.

There have been occasions (a total of 4 in our 7.5 year history) where we have permanently discontinued the refund program to a client for various reasons.   In two instances, the client was in the business of purchasing very old debt to hard-to-locate debtors, and their return mail volume was consistently over 20%.  We negotiated with them to discontinue the refund program, but to lower their letter cost by $0.015 per letter.  They understood, chose to stay with us and are big fans of LetterLogic.  Since that time, we have added language to the Return Mail Refund Program Rules specific to purchase-debt companies.

In one instance, we had to discontinue the refund program for a client that was not paying timely, and not paying according to the terms of our agreement, and thereby not eligible for the refund.

Finally, in another instance, we discontinued the refund program for a client that was not updating their database with the new address data that we provided to them – which resulted in our repeatedly refunding letters to the same address.

How does the return mail refund program work?

The refund works one of two ways:

1. You choose to have your undeliverable mail returned to you.  You count it each month and email the total count to us by the 15th of each month.  Your refund check or credit memo will be issued within 30 days.
2. You choose to automate your refund by using ReturnLogic, our return mail management system which directs the USPS to inform us daily of all undeliverable mail and the reason it was not delivered.  The USPS destroys the piece of mail at no cost.  Your refund is now automated and a check or credit memo will be issued within 30 days.

Your competitors say that you end up not printing and mailing a lot of stuff that is deliverable, just so you won’t have the risk of having to repurchase it. Is this true?

That doesn’t make sense.  Our only business is printing and mailing.  If we don’t print and mail, we don’t make money.  We do, however, suppress those addresses that are deemed “undeliverable” by the USPS unless there is any chance at all that they will be delivered.   For example, addresses which are missing apartment numbers are deemed “undeliverable” by the USPS, but experience has shown us that some of these pieces actually get delivered anyway, so we accept the risk and mail them – just in case.    Again, instead of taking the word of our competitors in this regard, we urge you to speak directly with our clients.