E-mails for failed renewals

  • Resolved roelvdp

    (@roelvdp)


    7 years, 1 month ago

    Running WooCommerce 3.6.1 and Mollie plugin 5.1.6.

    Not sure if this is an issue with the Mollie plugin or with native WooCommerce.

    When recurring payments fail, according to this issue > https://github.com/mollie/WooCommerce/issues/118 customers should receive an e-mail with an invitation to pay immediately and/or change payment method.

    Our customers do not get e-mails when their recurring payment fails (at least those paying by creditcard).

    Several questions about this:
    (1) In Woocommerce > Settings > E-mails, what is the e-mail this issue refers to? Is it “Customer payment retry”? (This is enabled with us, but customers do not seem to receive it)
    (2) If yes, could this issue be linked with the Mollie plugin or is it likely a WooCommerce bug?

    Additional question:
    (3) As far as SEPA renewals go, does this e-mail contain only on invitation to change payment method, or does it also mention that there will be a retry?

Viewing 4 replies - 1 through 4 (of 4 total)
  • Thread Starter roelvdp

    (@roelvdp)

    7 years, 1 month ago

    Update: going over order and subscription details, I think this might be linked to this issue: https://ww.wp.xz.cn/support/topic/pending-sepa-renawals-set-to-pending-payment-instead-of-on-hold/

    Plugin Contributor davdebcom

    (@davdebcom)

    7 years, 1 month ago

    Hi @roelvdp

    (1) In Woocommerce > Settings > E-mails, what is the e-mail this issue refers to? Is it “Customer payment retry”? (This is enabled with us, but customers do not seem to receive it)

    Yes, I think so. Install an email logging plugin so you can see what emails are sent. Also check the server email logs to see if the emails re really sent by the server.

    (2) If yes, could this issue be linked with the Mollie plugin or is it likely a WooCommerce bug?

    I don’t have enough information to know. Biut this is WooCommerce Subscriptions functionality, so it’s more likely its Mollie or WooSubs, not WooCommerce alone.

    (3) As far as SEPA renewals go, does this e-mail contain only on invitation to change payment method, or does it also mention that there will be a retry?

    It depends on the WooCommerce subscriptions settings also.
    https://docs.woocommerce.com/document/subscriptions/renewal-process/#section-6

    Kind regards
    David

    Plugin Contributor davdebcom

    (@davdebcom)

    7 years ago

    Assuming this is now answered?

    Thread Starter roelvdp

    (@roelvdp)

    7 years ago

    Not sure – I’ll monitor new failed renewals and report back here.

Viewing 4 replies - 1 through 4 (of 4 total)

The topic ‘E-mails for failed renewals’ is closed to new replies.

  • 4 replies
  • 2 participants
  • Last reply from: roelvdp
  • Last activity: 7 years ago
  • Status: resolved