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Replying to Expired Card Email Notifications, Etc.


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Rob Hess

Posted 19 March 2014 - 11:21 AM

Hi Elise,

Thanks for the info! I wasn't aware of the email fields under Recurring Payments. I'll check those out.

Based on this, I'll probably end up also adding a third-party system to do some additional warning emails when a credit card is about to expire—it seems like that will be better for retention and overall experience than automatic cancellation. It'd be great if Exchange could one day fill that role (using the Stripe API)—perhaps that could get on the feature request list? :)

Thanks for your help!
Rob

Elise Alley

Posted 17 March 2014 - 04:44 PM

Hey Rob,

Exchange does not email the user if their card is about to expire or has expired.  It will try the payment and, if it doesn't go through (due to the card being expired or any other reason), the subscription will be cancelled.  When their subscription is cancelled, they will receive an email.

If you go into Exchange > Add-ons and click the gear symbol to the right of the Recurring Payments add-on, you can edit the cancellation email that your customer will receive.  So, if you wanted, you could include a note there saying that if they didn't cancel their recurring payment, they should check their credit card information and repurchase.  

Let me know whether or not that answers your questions or if you have any additional questions.

Thanks,

Elise

P.S. I'm moving this post to the Stripe Forum.

Rob Hess

Posted 17 March 2014 - 02:08 PM

Greetings,

I've been testing the integration with Stripe and came across a couple questions related to how Exchange handles emailing notifications about long-term recurring billing situations.

I haven't seen any documentation that Exchange handles those types of things (just the initial email receipt), so:
  • I was just curious if email notifications about unique recurring situations—like expired/expiring credit cards—was something Exchange does.
  • If it's not something Exchange does, is there a way iThemes recommends Exchange users handle these cases? For example, some services plug straight into Stripe...but the way Exchange posts customer information to Stripe makes me wonder if email notifications using that data wouldn't be feasible.
Thanks for answering my many questions. :)

Rob

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