Notifications
- Before you start
- Access your Notification settings
- Available customer notifications
- Available store owner notifications
- Additional settings
- View notifications
- Sender information
- Default language
- Testing notifications
- Cancellation notification and HTML for loops
- Email footer
- Notification alternatives
Notifications in Recharge are template emails that are sent to you or your customers for different triggered events. You can also configure additional email notifications on your ecommerce platform for order confirmation and fulfillment.
This article goes through the various notifications available and basic troubleshooting information.
Access your Notification settings
You can view and update your notification settings in the Recharge merchant portal:
- Select Settings in your merchant portal and select Notifications.
- Select the customer or store owner notifications tab at the top of the page to access a specific notification.
- Click on the notification you want to activate and customize.
- Select Activate notification and Save changes to activate a notification. You can activate and deactivate notifications on an individual level.
- Update the email subject and message in the Email content section, and click Save changes to save your changes. Consider customizing your notifications with HTML and CSS or including variables to display dynamic content.
Available customer notifications
Email notifications
The following email notifications are available to send to customers:
Notification |
Use case |
| Subscription activation |
Sent each time a customer begins a new subscription through checkout. By default, this notification includes a tokenized magic link to the customer portal. This notification is not sent if a subscription is added through the merchant portal. Default language is available to help better comply with California’s Automatic Renewal Law. Select the Use default language button to preview and modify the standard template. |
| Subscription cancellation | Sent when your customer cancels all of their subscriptions, and are no longer considered an active customer. This email includes a link to re-subscribe. |
| Subscription recurring charge confirmation |
Sent to your customer when one of their recurring orders processes. The email includes a tokenized magic link to the customer portal, where the customer manages their subscription. Recurring charge confirmation notifications are sent shortly after charges process. Charge processing kicks off by default after 12am ET. |
| Subscription upcoming charge |
Sent before customers are charged for their upcoming recurring order. This email includes a tokenized magic link to manage recurring items within the customer portal. This notification can use the following syntax for the variable:{ {charge_date | date: (%b %d, %y) } } Upcoming charge notifications are sent daily between 5pm PT and midnight PT. By default, they are triggered to send three days ahead of the charge date. Adjust this time frame in the merchant portal by clicking Settings and selecting Notifications. You must contact the Recharge support team to update your notification settings for prepaid order shipment notifications. Default language is available to help better comply with California’s Automatic Renewal Law. Click default language on the notification to preview. Avoid saving if you do not want to utilize it.
Tip: Use the {{charge_date}} variable in the subject line for upcoming order notifications, ie. “Your upcoming order will ship on X date”, rather than counting down the number of days until the charge, ie. “Your charge is coming up in 5 days”. This prevents customers from receiving incorrect information as to when their next charge will be processed.
|
| Subscription 1+ year upcoming charge |
Sent to customers who have a 1-year+ subscription renewal cycle. When enabled, this notification is sent to customers with “long-term” subscriptions who are charged on a frequency of at least every 12 months to remind them of their upcoming charge. This notification is sent 30 days before the charge date by default. Adjust this time frame in the merchant portal by clicking Settings and selecting Notifications. |
| Out of stock |
Sent when a charge attempts to process with an out of stock item. The customer is notified that the order will process once the item is back in stock. For more information on out of stock retries and partial order fulfillment settings, see Partial order fulfillment. |
| Card declined |
This email includes a tokenized magic link to update billing information and is sent on the first decline of the credit card. For all future declines, Recharge sends a new email to the customer if a notification was not already sent within the past seven days.
Note: Stores using Failed Payment Recovery will not see 'card decline' email notification in the notification settings as the Failed Payment Recovery Strategy handles this notification directly.
|
| Customer token account link |
This email is sent to customers requesting a one-time login token, allowing them to access their account without entering a password. For more details on customizing this notification, see Using variables for notifications and scripts. |
| Gift skipped shipment |
This email is sent to the gift recipient of the customer's choosing when they skip a scheduled gift shipment. |
| Gift purchased |
This email is sent to the recipient when they receive a gift they need to redeem. For more details on gift redemption, see Gift subscriptions. |
| Upcoming credit expiration |
Sent out to customers three days before their credits expire. |
| Get account access by code |
This notification is sent to customers when they request a one-time access code to sign in to the customer portal using the passwordless login feature. |
SMS notifications
The following SMS notifications are available to send to your customers:
Notification |
Use case |
| Get account access by code | This notification is sent to customers when they request a one-time access code to sign in to the customer portal using the passwordless login feature. |
Available store owner notifications
Notification |
Use case |
| Weekly summary | Sent to the store owner weekly, summarizing store sales, subscription growth, and overall performance. |
| Cancellation alert | Sent when a customer cancels an item. |
| Error charge processed | Sent when a previously errored charge has been successfully processed. |
| Variant not found | Sent when ‘Variant not found’ error occurs in an order. |
| Customer action log | Sends a daily log of customers' actions. Actions recorded include: Skipping a delivery, cancellations, and delivery changes. |
| Charge confirmation | Sent to store owner to confirm a customer's successful charge. |
| Customer sync error report |
Sent daily to the store owner, providing a log of customers' sync errors. |
Settings
Manage customer notification settings through the Settings tab in your Notification settings:
- Authenticate and manage your custom domains to ensure they reach your customers' inboxes. See Authenticating your custom domain for more information.
- Enable the CC or BCC storeowner on all customer notifications options to receive each notification your customers receive.
- Enable the option to Disable SMS passcode authentication. When enabled, customers can only receive their one-time access code through email, not via SMS. not receive their one-time access code via SMS, only
View notifications
Notification Timeline
Access Recharge-triggered notification logs through the Timeline section on the Customer details page in the merchant portal:
- In the merchant portal, click Customers and select Customers from the dropdown.
- Search and select the customer.
- Scroll down to the Timeline section for a list of actions taken on the customer's profile or subscription.
The timeline logs an event each time Recharge triggers an email to a customer. The message consists of the type of notification sent, and the date and time at which the email was triggered.
Email Export
To see the emails sent to customers within the past month, review the Emails export using the Export Builder. The export can then be filtered to show specific notifications if needed. See the Available exports in the Export Builder guide for more detailed information.
Sender information
Update the email address used to send your notifications. This must be done individually for each notification you want to edit on this page.
- Click on the notification listed on your Notification settings page.
- Edit the From name and From email.
- Click Save changes.
Default language
All notifications use Recharge's out-of-the-box templates. You change and customize notifications to better suit your business needs as outlined in the Translation FAQ. However, in the course of your business's evolution, you may need to revert to a notification's default language.
To revert a notification to its default language:
- In the merchant portal, click Settings and select Notifications.
- Click on the notification you would like to change and click Use default language.
- Click Confirm on the pop-up modal to verify that you would like to revert the notification to its default language.
- Click Save to save all changes.
Testing notifications
Click Send a test email in the Active section of a notification template to send a test notification to the email address of the user logged in and performing the test. To test customer portal magic links you must sign out of your ecommerce admin.
Preview a notification
You can click Preview in the Active section of the template to preview the notification in the merchant portal, which renders any HTML, CSS, or variables used.
Cancellation notification and HTML for loops
Due to the way that the Cancellation notification works, looping through the subscription items isn't possible as the notification uses the Customer object, and does not access the item details.
Email footer
The email footer includes a standard legal disclaimer, per Federal Trade Commission guidelines. See Updating the legal settings for instructions on customizing your legal disclaimer.
To update the store address listed in the email footer see Updating the store address in the notification footers.
Notification alternatives
If you require advanced DMARC implementation or specialized control over your notification delivery, SendGrid and Klaviyo are recommended options to explore.
