Sections

• Issue
• Environment
• Resolution

Issue

Customer received an Upcoming order notification outside of the expected time frame or more than one.

Environment

Resolution

Late notification

If your customer changed the charge date for their order to an earlier date, it could cause them to receive a charge date outside of the typical time window. In this situation, even if upcoming order notifications are set to trigger five days before a customer's charge, your customer receives the notification two days before their upcoming charge. Review more information on Order upcoming on ReCharge and Order upcoming (prepaid) on ReCharge metrics.

The upcoming order metric is only triggered when the date for an upcoming charge is equal to or less than the time window set for the notification.

To prevent customer confusion, use the actual charge date in the subject line for upcoming order notifications, instead of the number of days until the next charge.

Use the variable {{ event.scheduled_at }} to display the exact charge date in your notifications.

Multiple Notifications

If your customer adds a product to their queued order or changes the charge date, after already receiving an Upcoming order notification, they will receive another Upcoming charge notification.