ThriveCart now notifies you whenever a customer’s subscription or recurring payment plan is cancelled. This ensures you’re always kept in the loop about changes to your recurring revenue.
What Triggers a Cancellation Notification?
You’ll receive an email notification when ThriveCart records a cancellation of any recurring payment arrangement, including:
- Standard subscriptions
- Subscriptions with limited rebills
- Split-pay plans
- One-time payments with a trial
Note: A “subscription” here refers to any setup with future/recurring payments, not just traditional subscriptions.
How the Notifications Work
- Notifications are sent to the product owner (this may be the account owner or a sub-user if they are set as the product owner).
- Emails are similar in format to your sales notifications.
- Each notification includes:
- A header clarifying the type of cancellation and who it affects.
- A copy of the customer’s original receipt for reference.
- Details of the product cancelled (customers may have multiple subscriptions in one order).
- The reason for cancellation if known (for example, vendor action, customer cancellation, payment processor failure).
- Who initiated the cancellation (with email address if available).
These notifications are for vendors only. Customers do not receive a cancellation email through this feature.
Important Notes About Cancellations
- Automatic subscription cancellations:
If a new order cancels an old subscription (e.g., via an upgrade flow), the vendor will still receive a cancellation notification. - Same-funnel cancellations:
If an upsell cancels a front-end product within the same order, a separate cancellation notification email will not be sent. This is instead reflected in the sales/receipt notification.
Enabling or Disabling Cancellation Notifications
- Go to My Profile > Notifications.
- Locate the checkbox for subscription cancellation notifications.
- If enabled → you will receive cancellation emails.
- If unchecked → you will not receive these notifications.
At this stage, there are no granular notification settings; the checkbox applies globally to all cancellations.
Example Notification Layout
- Header: Explains this is a cancellation notice.
- Body: Details who cancelled, what was cancelled, and why (if known).
- Receipt: A copy of the customer’s original purchase for easy reference.
Why This Matters
- Stay informed about customer cancellations immediately.
- Quickly identify which products are affected.
- Understand (where possible) why cancellations happened, helping you take action to reduce churn.