topic Betreff: Seeing Past Failed Payment Notifications in Contact Record Activity? in Commerce Tools

Seeing Past Failed Payment Notifications in Contact Record Activity?

jcovington — Wed, 20 Sep 2023 19:48:39 GMT

Hi all,

Figured I'd post here since I didn't see anything specifically about this upon searching.

I was wondering if it's possible to somehow see a history of the payment update link emails that get sent to a contact in the contact record's history.

So for example, we had a guy whose subscription payment failed just recently.

I followed this article (https://knowledge.hubspot.com/payments/update-payment-method-for-failed-subscription-payments) and made sure the failed payment notification switch is turned on in our settings. I also followed that article above to manually send a payment update link to the contact.

However, there doesn't seem to be any documentation or history in the contact's record showing the exact contents of those emails, when, to where, and even that those emails were sent at all.

I'd like to be able to see and track the past failed payment notifications so we have a documented history of how many were sent to a given contact and when.

The rest of our team needs to be able to see and confirm that a person is getting followed up with for failed payments and not have to just take the word of whoever is managing collections/failed payments.

For the contact in question who currently has a failed payment for his subscription, I can see in the contact's history where the payment failed and the subscription status was changed to 'unpaid', but no record of the actual notifications sent to the contact.

I have all activity types checked/enabled to be visible in the contact's history.

Collections follow-up is just as important for us to be able to track as sales follow-up and so I'm a bit surprised that these notifications don't seem to be something we can see and track for a given contact, unless I'm missing something.

Betreff: Seeing Past Failed Payment Notifications in Contact Record Activity?

MiaSrebrnjak — Thu, 21 Sep 2023 13:17:41 GMT

Hi @jcovington,

Thank you for reaching out to the Community!

All Payments emails get sent automatically and it's currently not possible to show these emails on the contact or payment record. I definitely understand that this is an important feature and our product team is looking into ways to allow for better visibility of Payments emails. I have found this Ideas post where other customers are requesting this feature. It'd be great if you could support it with an upvote or comment.

As an alternative, a workflow can be used to send a failed payment email; this way, you would be able to track them.

Thank you for your understanding,

Mia, Community team

Betreff: Seeing Past Failed Payment Notifications in Contact Record Activity?

jcovington — Thu, 21 Sep 2023 15:14:37 GMT

Thanks, Mia!

I upvoted and left a reply on that ideas post.

If we're using workflow emails to get them to update payment, then how would we provide the link for the client to update the payment method in the email that we create?

In other words, is there a way of getting the payment update link URL for a given contact in a way that we can copy and paste into an email or message, or better yet, use a placeholder in the workflow email to generate the link specific to the subscription in question associated with the contact receiving it?

Thanks!