Automation Trigger - Failed Payment
complete
Stefan Pretty
marked this post as
complete
This has been deployed in the latest release
Stefan Pretty
marked this post as
in progress
Ulf Skogeng
Stefan Pretty: I received an email today that one of my customers subscription was cancelled "due to too many failed payment attempts." Can you please advice if the customer also received this email, or was it cancelled quietly and notification only sent to administrator? This is also related to https://subbly.canny.io/feature-requests/p/view-instances-of-emails-that-have-been-sent-to-customers
Stefan Pretty
Ulf Skogeng: thanks for the comment, please contact customer support who will be able to advise with specific product questions. I believe the answer depends on your setup.
Ulf Skogeng
Stefan Pretty: There are no setup available to control this in Subbly https://www.subbly.co/admin/shop/billing_settings that I'm aware of, hence my comment here in the "Feature & Improvement request department".
Ideally I would like more options to decide what shall happen when a payment has reached the max amount of retries (see my comments below), and not just cancel the subscription. I will contact customer support and ask if an email will be sent to the customer when this happens as there are currently no way of knowing this as mentioned in https://subbly.canny.io/feature-requests/p/view-instances-of-emails-that-have-been-sent-to-customers
Ulf Skogeng
Stefan Pretty: Received feedback from Andrija Krstic : "Customer gets only the subscription cancelled email if the subscription is cancelled. He/she will receive regular notifications that the card needs updated and that the payment is failing during the process though".
Can you please consider adding another variable to the "Subscription cancelled" email template that can be used to show the reason why the subscription was cancelled example: {{subscription.cancelled_reason}}? This can be used to display a message like "your subscription was cancelled due to too many failed payment attempts" Exactly like the one the administrator of the shop receives in the "Cancelled Subscription" email.
Stefan Pretty
Ulf Skogeng: let me answer in 2 parts:
1) the trigger is being developed, hence its in progress, this will allow more control over the running sequence, as for the cancellation handling and logic at the end of the system sequence that is a different matter, if you have a request for that please create a new feature request with desired options / functionality.
2) a cancellation email is sent to the customer depending on if you have the email template enabled or not in the email templates settings, if you’d like an additional variable then please submit another feature request on here or inform support who will log it in the right place for tracking and discussion
Ulf Skogeng
Created a new request for this one https://subbly.canny.io/feature-requests/p/add-variable-for-reason-why-subscription-was-cancelled-in-subscription-cancelled
Ulf Skogeng
The only way of checking if a payment has failed is in the "Live Stream" by selecting the tag "Failed". It would be great if you could add an option in https://www.subbly.co/admin/shop/billing_settings
"If all re-attempts fail"
- do nothing
- cancel subscription
- cancel subscription and send email to customer
Stefan Pretty
Ulf Skogeng: “do nothing” would greatly affect analytics calculations, what would be the goal of this? Again this would need to be a separate feature request.
Are you aware you can filter subscriptions by “involuntary churn” and re-activate them?
Andrija Krstic
Ulf Skogeng: Please note that there are plenty of places on the admin where you can see/check if the payment is failing or not as well. Filtering the customers by PAST DUE label or checking out INVOICES tab for each one of the customers to check on the status of an invoice in question separately are just some of them.
It seems that there is plenty of customer-support-related chat going on here and I'd kindly ask from you to direct all of these questions directly to the support chat for prompt answers.
For any other suggestions on what needs to be added/introduced to the platform please feel free to open separate feature request if there's not one currently present on the board.
Thanks
Ulf Skogeng
Andrija Krstic: Duly noted, thank you for helping out!
Ulf Skogeng
Stefan Pretty: I agree "do nothing" might not be the best option. I did not know about the "Canceled Due To Involuntary Churn" I do like that you have all these options, but IMHO it's a lot better to get notified by email when there is a problem with payment not just when the subscription is cancelled due to too many payments tried
Stefan Pretty
Ulf Skogeng: the customer does receive a payment failed email, you must make sure the email template is enabled
Ulf Skogeng
Stefan Pretty: yes I have enabled this template, but I would also like to get notified when payment fail. The way it works now, the shop owner will only get an email when the subscription is cancelled. I would also like to get notified if there is a problem with the payment. That way I can contact the customer and ask if they would like to change the renewal date. In my opinion this is good customer service, taking care of customers. Instead of just cancelling a subscription and loosing a customer you might end up with a happy customer that will continue with their subscription.
Andrija Krstic
Ulf Skogeng: Ulf, again, can I kindly ask you to divert the customer support chat to the appropriate channels? We need to be considerate towards the other people/users that also commented or upvoted this post that are getting notified about replies in this channel, we're not meant to be abusing the feature request channel with regular support chitchat when we already have a chat widget inside the admin :)
For reference, these are the ways of contacting support: https://help.subbly.co/en/articles/90357-how-do-i-get-help
Thanks again
Nathan Buchman
Agreed
Daniel Tutton
This would be a very useful feature