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.
• Click on the name of the product with failed pre-order charges.
• Scroll to the bottom of the screen and click the ‘See all’ button.
• You can now filter and select the products pre-orders, for example by using the ‘failed charge’ filter (pictured below). Filtered pre-orders can then be selected using the checkboxes and Newest/Oldest fields.

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

• A preview of your email will pop up. Click ‘Send’ to send it as-is, or ‘Edit email template’ if you want to customize the message. Quick heads up: if you edit the template, you’ll need to select your orders again afterwards.

Failed charge email flow #

When a pre-order payment fails, the system sends an email to notify the customer that their outstanding payment (deferred charge) couldn’t be processed. The email includes the specific reason for the failure (expired card, insufficient funds, etc.) and requests that they verify their payment information.

PreProduct will automatically schedule a retry of the charge 24 hours after the email is sent.