The Upcoming order email is a customizable experience that notifies customers about upcoming subscription orders and lets them perform actions without logging into their Customer Portal. This feature helps reduce churn and boost revenue through quick actions and personalized cross-sells.

This guide highlights the key features and provides setup instructions to create an upcoming order email experience.

Before you start

• The Upcoming order email is in Early Adopter status. See Early Adopter Program for more information. Complete the Upcoming order email form to sign up to use the feature.

Key features

The Upcoming order email improves subscription retention, increases Average Order Value (AOV), and reduces support burden by making upcoming order notifications more actionable, personalized, and engaging.

Quick actions

Let customers perform actions, such as delaying an order or adding products, directly through your email. Each action links to a landing page where customers confirm the update with a single click:

• Cross-sell options: Use collections to configure cross-sell products you can include in your upcoming order email. The email rotates the displayed products to keep the offer fresh. You can also apply discounts and choose whether to offer the products as one-time purchases or subscriptions.
• Delay options: You can offer delay options (e.g., +7 or +14 days) and/or enable a calendar view so customers can easily choose a specific future date to delay their upcoming order.

Landing page customization

Customize all post-click experiences, such as the delay flow or add-to-order page, using the Site Builder to fully brand and tailor the experience to match your store’s look and feel.

Segment and target your Customers

Target customers to send personalized and relevant emails using conditional branches. You can segment customers by multiple attributes, such as the products they are subscribed to, or the number of subscription orders processed, and send them different emails with different message copy, cross-sell options, or discounts. For more information, see Using customer segments with Subscription Experiences.

Seamless authentication

With this feature enabled, email links use long-lived tokens, allowing customers to access landing pages and take actions without logging in. You must activate this feature, which is initially available when you create a Win Back experience.

A/B testing and analytics

Pro or Custom stores can use A/B testing and analytics to build segmented experiences and monitor their success once activated.

Add the A/B test node to the experience to send customers down two random paths, each configured with different upcoming order emails.

Set-up instructions

Step 1 - Create the experience

1. Click Email in the merchant portal and select Upcoming order email.
2. Click Create new to start building the flow.

Step 2 - Configure the nodes

Recharge offers a prebuilt experience for your Upcoming order email flow. Review each node in the experience to understand how it works and adjust where needed.

Review the Trigger node

The trigger node determines when the experience begins. By default, customers receive the Upcoming order email three days before their upcoming order. While you cannot edit the trigger node for this experience, you can edit when you send the upcoming order notification in the Upcoming order email Settings tab.

Customize the Notification node

1) Customize the notification

Use the Notification node to customize the upcoming order email:

1. Click the Notification node.
2. Use your default language, or select a language from the Language drop-down menu to translate the notification.
3. Update the Sender name, Sender email, and Subject line.
4. Click Edit email body to review the existing notification. Recharge provides a template that inherits your store’s global styles. You can update the email code to change the styling or notification text, or you can create a personalized notification content. and Add an image options to customize the notification and get started quickly.
   
5. Click Done to save changes.

2) Add a delay or cross-sell option

1. Click Add a quick action and select either Delay or Cross-sell from the drop-down menu. This allows customers to delay an order or add products directly from the email through one-click landing pages.
   
   • Delay options: Display preset delay options (e.g., +7 or +14 days) and/or a calendar view so customers can delay their order to a future date.
     
   • Cross-sell: Offer cross-sell products that complement the customer’s existing products. You can use Recharge collections that include multiple products, with up to four displayed at a time, and rotated dynamically. Customers can add cross-sell products as one-time purchases or subscriptions, with optional discounts that stack with existing subscription discounts.
     
2. Click the Customize landing page button to open the page builder and personalize the upcoming order notification. You can customize each type of quick action included in this experience:
   1. Click the drop-down arrow next to the Delay.
      
   2. Select a page to customize. The example below uses the confirm delay page.
      
   3. Use the available blocks under the Sections panel to customize the notification to match your brand. For example, use the Custom HTML block to add unique content like videos or messages. Click Add a section to include other blocks such as Video, Callout, Columns, and Text and image to personalize the text, fonts, background color, and text colors.
      
3. Use the Edit global styles, colors, and layout section to make visual changes to your landing page template, or add a store logo to include in the upcoming order email. Note that changes made here apply to other landing pages you may use, such as with Win Backs or Cancellation Prevention experiences.
4. Click Apply to save your conditions.

Optional - Add additional nodes to the existing canvas

While Recharge provides a prebuilt experience, you can add additional nodes to the canvas to further customize the experience. You can add the following nodes to the experience:

• A/B Test node: Pro or Custom merchants can use the A/B test node to test different upcoming order email designs to understand what resonates with customers the most.
• Conditional branch node: Use the conditional branch node to create multiple branches in the experience where customers must meet specified conditions to receive a specific notification.
  

Step 3 - Manage settings

Click Manage settings to rename the experience and add a description. See Settings for additional details. These settings cannot be altered after activating the flow

Step 4 - Test flow 

Test your flow before activation to confirm that the email appears as intended:

1. Click the vertical-dot menu at the top of the page. 
2. Select Test flow. 
3. Enter your test customer’s email address and click Search customer. Your test customer must have an active upcoming order for this to work as intended.
4. Select your test customer and click Run flow. 
5. Review the test email.

Note: The test email is a real email and updates the upcoming order when a customer takes action from it.

Optional - Update your notification settings

Recharge sends notifications three days before the customer’s charge date by default. You can keep this setting as is, or choose how many days in advance to send the notification:

1. Select Email from the merchant portal and click Upcomign order email.
2. Click Settings. 
3. Adjust the number of days set. 
4. Click Save settings.

This is a global setting. Not only does it change when Recharge sends the upcoming order email, it also affects other notifications/events such as:

• When Recharge sends a legacy upcoming charge notification
• When Recharge sends the Order upcoming on Recharge metric to Klaviyo
• When an order triggers the charge/upcoming webhook

Step 5 - Save and activate the flow

1. Click Save in the top right.
2. Click Activate to begin sending the new email experience.

Analytics

Recharge provides detailed analytics to track the effectiveness of your Upcoming order email. Click the Performance tab on the Upcoming email landing page to access the following metrics:

Considerations

Consider the following when using an Upcoming order email experience: