Failed Payment Recovery Email analytics are not updating as expected

Issue

When viewing your Failed Payment Recovery email analytics, you may notice one of the following behaviors:

• The Sent count shows recipients, but all other metrics show 0% or 0 recipients.
• The Delivery rate, Open rate, and Click rate show data, but the Payment method update rate remains at 0%.

Environment

Resolution

The troubleshooting steps depend on which analytics metrics are affected.

Scenario 1: All metrics show 0% or 0 recipients except "Sent"

If the Sent metric shows recipients, but all other metrics (such as delivered, opened, clicked, and payment method updates) show 0%, the issue is typically caused by the SendGrid integration being installed in Recharge.

When the SendGrid integration is enabled, Recharge cannot receive SendGrid email event data, which prevents analytics from updating.

To resolve this issue:

1. Disable the SendGrid integration in Recharge.
2. Open the Failed Payment Recovery page in the merchant portal.
3. Duplicate your existing Failed Payment Recovery strategy.
4. Activate the duplicated strategy.

You must duplicate the original Failed Payment Recovery strategy to ensure you have access to accurate metrics on the Analytics tab. After duplicating the strategy, all email analytics metrics are calculated correctly once Recharge starts receiving open and click events for your notifications.

Scenario 2: Delivery, open, and click rates show data, but payment method update rate is 0%

If the Delivery rate, Open rate, and Click rate metrics are updating as expected, but the Payment method update rate remains at 0%, this is typically an attribution issue rather than a SendGrid issue.

Recharge only attributes a payment method update to a Failed Payment Recovery email when both of the following conditions are met:

• The customer clicks the payment update link in the Failed Payment Recovery email.
• The customer updates their payment method within 5 days of clicking that link.

Customers who update their payment method by accessing the customer portal directly, rather than through the link in the email, are not counted in the payment method update rate.

To ensure payment method updates are tracked correctly, verify that your email's call-to-action button uses the standard payment update link provided in the Failed Payment Recovery strategy builder.

Duplicating the strategy does not resolve this issue because payment method update tracking depends on how customers access the payment update flow.