PreProduct has the ability to send failed charge emails for failed deferred charge payments, this is used in the scenario when a customer’s card fails.

How to send failed charge emails #

• Navigate to the main Dashboard in PreProduct.
• Then click on name of the product that has pre-orders with failed charges.
• Then go to the ‘See All’ screen down the bottom right-hand side.
• You can then filter and select specific pre-orders, for example by using the ‘failed charge’ filter (pictured below). Then clicking the top left checkbox for all pre-orders that meet that criteria or by ticking specific pre-order checkboxes.

• You can then click “Actions” and choose “Send failed charge emails”

• You’ll now see a pop-up modal that shows a preview of the email to go out. You can either click “Send” or if you’d like to make changes, the “Edit email template” button. Please note that after editing the email, you will need to go through the selection process again.

Failed charge email flow #

• This email explains to the customer that the outstanding payment (deferred charge) for their pre-order has been unable to be processed.
• It then asks the customer to double check their payment information, and states the specific reason (expired card, insufficient funds etc) the payment has failed.
• PreProduct will then schedule the charge to be re-tried again in 24 hours from when the email was sent.