Notifications
Notifications in Recharge are template emails that are automatically 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.
Getting started
You can view and update your notification settings by clicking Settings and selecting Notifications. Click on any one of the notifications you see on this screen in order to customize that message. The notification can be enabled and disabled within each template.
These email notifications support HTML and CSS so you can adjust them to suit your brand. You can also use variables to include dynamic information about the customer, such as the customer's first name or their customer portal link. A list of variables can be found in the Recharge Variable Guide.
Available customer notifications
To access your notification settings, click Settings in your merchant portal and select Notifications.
Notification |
Use case |
| Subscription activation |
Sent each time a customer begins a new subscription. By default, this notification includes a tokenized link to the customer 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. |
| 1+ Year Subscription Notification |
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.
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| Subscription cancellation | Sent when your customer cancels a subscription. This email will include a link to resubscribe. |
| Recurring charge confirmation |
This is sent to your customer when one of their recurring orders is processed. The email will include a link to manage recurring items within the customer portal. Recurring charge confirmation notifications are sent shortly after charges process. Charge processing kicks off by default after 12am ET. |
| Upcoming charge |
This is sent before customers are charged for their upcoming recurring order. This email includes a 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 3 days ahead of the charge date. Adjust this time frame in the merchant portal under Settings > 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.
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| Card declined | This email will include a link to update billing information and will be 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. |
| Get account access |
This notification is sent to customers when they use the Account Access link, so that they can access their subscriptions. The contents of this email change depending on the email address provided by the customer. Note: If the Force Shopify Customer account login customer portal setting is enabled this notification should be edited to remove the
{{ subscription_url }} statement and link. |
| Out of stock | Sent when an item in an upcoming order runs out of stock. The customer is notified that the order will process once the item is back in stock. |
| Card expiring |
The credit card expiry emails will be sent out at 30 days, 15 days and 3 days before card expiration. It will include a link to update billing information. Note: This notification only applies to stores on the Recharge Checkout. If you use the Shopify Checkout Integration this notification will be managed by Shopify.
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| Refund |
Sent to notify customers when a charge has been refunded. Note: This notification only applies to stores on the Recharge Checkout. If you use the Shopify Checkout Integration this notification will be managed by Shopify.
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| Payment re-authentication |
The notification works the same as when a card is declined except when the customer needs to re-authenticate their payment for SCA. Note: This notification only applies to stores on the Recharge Checkout. If you use the Shopify Checkout Integration this notification will be managed by Shopify.
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Optional notifications
Notification |
Use case |
| Delayed checkout payment failed | This notification is sent to customers when their delayed checkout payment fails. It notifies customers of the attempted order, the failed transaction, and provides them with steps to access their customer portal to update their payment information. |
| Delayed payment checkout success | This notification is sent to customers to notify them that their request has been received, and will be created once the payment is settled. This is sent before the Subscription Activation notification so that customers have a confirmation email for their order. |
Available store owner notifications
Notification |
Use case |
| 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. |
Additional settings
Stay in the know on all customer activity by enabling the ability to CC or BCC the store owner on all customer notifications, which sends a copy to your email.
Recharge Checkout on Shopify
You are able to override Shopify's notifications and disable them from Additional settings as well. Disabling the Send Shopify receipt notification will turn off the Order Confirmation notification that is sent from Shopify when an order is processed. Disabling the Send Fulfillment notification will turn off the Shipping Confirmation notification that Shopify sends when an order is fulfilled.
Sender information
To change the email address these notifications are sent from, click Settings and select Notifications, then click on the notification you'd like to edit and modify the fields for From name and From email.
Testing notifications
Test any of the email templates by clicking Send a test e-mail in the Actions section of each template. This email will be sent to the address which is listed as your store email in your store settings. This can be updated by clicking Settings and selecting Store. Be sure to sign out of your ecommerce admin if you want to test customer portal links.
You may also preview your notifications by clicking Preview in the Actions section of the template. This is useful if you would like to render the HTML, CSS, and variables used in the template.
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
Per the Federal Trade Commission guidelines, an email footer is included that outlines a standard legal disclaimer. To customize your legal disclaimer, visit Updating the legal settings.
To update the store address listed in the email footer please contact Recharge support.
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