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Subscription cancelled but customer did not receive a cancellation notification
Shopify Checkout integration
Custom
Recharge Checkout on BigCommerce
BigCommerce Checkout Integration
Migrated Shopify Checkout Integration
Sections
Issue
A subscription was cancelled but the customer reports that they did not receive the cancellation confirmation notification.
Environment
Platform: Cross-platform
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.
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