Customer canceled their subscription but did not receive a cancelation notification

Sections

• Issue
• Environment
• Resolution

Issue

The customer reports that they canceled their subscription but did not receive the cancelation confirmation notification. 

Environment

Resolution

The subscription cancelation notification does not send every time a customer cancels a subscription.

There are a few cases where Recharge does not send the email:

• If the orders on a customer account have reached the max retry limit.
  • If Recharge cannot bill the customer and the customer's account is canceled, the customer does not receive a notification unless the max retry settings are configured for cancel and send email.
• If the checkout order was placed the same day of cancelation.
  • This is to avoid customers with a prepaid gift subscription receiving a cancelation email.
• If the customer still has active subscriptions on file. 
  • The notification is only sent when all subscriptions on file are canceled.