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Question about failed recurring payment recipe

  • June 20, 2024
  • 2 replies
  • 496 views
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Hi, for the failed recurrent payment recipe, does it get triggered if the order gets placed on hold (in woocommerce) or failed? I ask because I set up the recipe but when I see the contacts in the automation, none of their subscriptions actually failed. As a result, I got a ton of people cancelling their subscriptions…

    2 replies

    A
    • alibby
    • June 21, 2024

    @pcosnutrition Thanks for reaching out! Abbie from ActiveCampaign here - if you haven’t already, I’d recommend following up with us at help@activecampaign.com so we can help expedite checking your trigger configuration.

    I am going to follow up with our product team to see if there are any best practices I can share to help directly. I’ll ping you here when I hear back and I can share an update.

    A
    • alibby
    • June 24, 2024

    Hey @pcosnutrition - Thank you for your patience! I wanted to follow up with a bit more context. I was able to verify that the recipe you’re using does rely on a few segmentation filters, so it’s very possible that setting them in correctly might cause the wrong contacts to flow into this sequence. I would recommend double-checking the condition for the Subscription Status - if you have selected the specific “Fail” status from the dropdown menu, then your automation should not be triggered by payments that are pending or have another status.

    We can help you double-check your trigger conditions and further troubleshoot this if you’re still having any issues - just let us know at help@activecampaign.com and share a link to your version of the automation/contact example so we can jump right in!

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