Sections

• Issue
• Environment
• Resolution

Issue

A subscription was cancelled but the customer reports that they did not receive the cancellation confirmation notification. 

Environment

Resolution

The subscription cancellation notification does not send every time a customer cancels a subscription.

There are a few cases where Recharge does not send the email:

• If the orders on a customer account have reached the max retry limit.
  • If Recharge cannot bill the customer and the customer's account is cancelled, the customer does not receive a notification unless the max retry settings are configured for cancel and send email.
• If the checkout order was placed the same day of cancellation.
  • This is to avoid customers with a prepaid gift subscription receiving a cancellation email.
• If the customer still has active subscriptions on file. 
  • The notification is only sent when all subscriptions on file are cancelled.
• If the subscription was set to expire after a set number of charges.
  • There isn't a notification for subscriptions about to expire.