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Troubleshooting emails and notifications

Shopify Checkout integration BigCommerce Recharge Checkout on Shopify

This guide provides troubleshooting tips and solutions for Recharge emails and notifications. For general information and a video visit the Notifications article.

Sections

A customer did not receive an Upcoming Order notification 

Upcoming Order notifications are sent out a set number of days prior to the order (typically three days). Reach out to the Recharge support team if you want to adjust this. Recharge sends out Upcoming Order notifications daily between 5 pm PT and midnight PT. 

For a given upcoming order, customers will only receive one notification. If a customer receives this notification and then moves their upcoming charge date ahead, they will not receive a second notification. 

A customer is claiming they are not receiving any notifications

If you have the notifications enabled, try the following:

  • The customer may have entered in or misspelled their email address. Confirm with the customer the email they registered and check if it matches what is listed in their customer account.
  • If the email matches, ask the customer to check their spam/junk folder.
  • Contact the Recharge support team with the customer's email address to verify if there was a successful delivery status response. 

Customers did not receive a cancellation notification after canceling their subscription

The subscription cancellation notification does not send every time the customer account is canceled. There are a few cases where Recharge will not send the email:

  • If the orders in a customer account have hit the max retry limit. If Recharge cannot bill the customer and the customer account is canceled, the customer will not get a notification unless your max retry settings are set to cancel and send email.
  • If the checkout order was placed on the same day. This is to avoid customers signing up for a pre-paid gift subscription from receiving a cancellation email erroneously. 
  • If the customer still has active subscriptions on file. The notification is only sent when all subscriptions on file are canceled. 

Customers are not receiving their fulfillment notification emails from Shopify

Platform:
  • Recharge Checkout on Shopify
  • Shopify Checkout Integration

Be sure to check that the fulfillment notification setting is enabled:

  1. Click Settings in your merchant portal and select Notifications.
  2. Scroll down to Additional settings and click the toggle to enable the Send fulfillment notification.

Send_fulfillment_notification_in_recharge.png

If you are using a third-party fulfillment app, these settings may be overridden when orders are being fulfilled. Shopify defaults the fulfillment notification settings to false on orders created via their API. Although Recharge specifies these settings as true, some third-party fulfillment apps will inadvertently override this information by not specifying these same settings when they update the status of the order. As the default settings for Shopify-created orders is true, many third-party fulfillment apps may not be aware that they have to actively specify this information when working with API-created orders.

We recommend contacting your fulfillment app and requesting they add an extra API call to their order process to include the following indicators:

"notify_customer": true,
"send_fulfillment_receipt": true,
"send_receipt": true

Not receiving BCC emails

The BCC email address cannot be the same as the From: email address.

DMARC policy 

The Domain-based Message Authentication, Reporting, and Conformance policy (DMARC) is an email authentication protocol. It is designed to give email domain owners the ability to protect their domain from unauthorized use, commonly known as email spoofing. In some cases, the email notifications are not being sent because your store domain has an SPF or DKIM record put in place. This policy essentially blocks certain emails from being sent on behalf of the domain that they are configured on.

To fix this, an exception to the policy must be added for the emails to be sent out on behalf of the domain.

You can check if you have added Recharge to your DMARC policy by using one of the various websites designed for this purpose, such as DMARCanalyzer. You can also reach out to the Recharge support team and we can check if the Recharge app is added as the exception to your DMARC policy.

If Recharge is not added as the exception, you can add the following to your DMARC policy:

v=spf1 include:email.rechargeapps.com ~all

In order to add this exception:

  1. Log in to the Account Control Center (ACC).
  2. Click Domains.
  3. Click Manage Your Domain Names.
  4. Click the domain name that you want to put an SPF record on.
  5. Click Manage Custom DNS Records.
  6. Click Add DNS Records.
  7. Next to Type Of Record, click the drop-down and select TXT.
  8. Click Proceed.
  9. Next to Hostname, you may either enter a specific hostname or leave the field empty to create the SPF for the entire domain.
  10. Next to Text Record, enter the SPF record. This is where you can add the following SPF record: input v=spf1 include:email.rechargeapps.com ~all
  11. Click Create Record.
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