Customer received upcoming charge email after cancellation
Relevant to:
Shopify Checkout Integration
Custom
Recharge Checkout on BigCommerce
BigCommerce Integration
Migrated Shopify Checkout Integration
Section
Issue
Customers cancelled their subscription but still received an upcoming charge email notification for the item.
Environment
Platform: Cross-platform
Cause
If the customer cancel their subscription on the same day the notification email is scheduled to send, they will still receive the upcoming charge notification. The system creates the notification before it processes charges, so it doesn't reflect any changes the customer makes afterward. By default, upcoming charge notifications send 3 days before the charge date and run daily between 7 PM ET and 11 PM ET.
In rare cases, platform issues may also cause old, queued, or duplicate emails to send.
Resolution
Customers should cancel their subscriptions before the charge date. If they try to cancel on the charge date, the charge may already be queued in the processing batch and could still go through.
You can check for any incidents on the Recharge Status page.
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