Failed Payment Recovery Email analytics are not updating as expected
Shopify Checkout integration
Recharge Checkout on BigCommerce
BigCommerce Checkout Integration
Migrated Shopify Checkout Integration
Sections
Issue
When viewing your Failed Payment Recovery email analytics, you may notice that, while the Sent count shows the number of recipients, the rest of the metrics state 0% or 0 recipients.
Environment
Platform: Cross-platform
Resolution
This issue occurs when SendGrid is installed as an app integration with Recharge, which prevents Recharge from receiving SendGrid’s email events.
You must disable the SendGrid integration in Recharge to ensure all analytics display the correct data:
- Disable the SendGrid integration in Recharge.
- Open the Failed Payment Recovery page in the merchant portal.
- Duplicate your existing Failed Payment Recovery strategy.
- 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/click events for your notifications.
Tip: It’s important that you take the steps to authenticate your domain used to send Recharge notifications. This is crucial for complying with DMARC requirements and improving email deliverability.
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