Configuring payment failure emails helps keep customers informed and reduces cart abandonment. Learn how to set it up.
Why Payment Failure Emails Matter
- Inform customers of payment issues
- Provide solutions and next steps
- Reduce cart abandonment
- Improve customer service
- Track payment problems
Configuring Email Settings
- Go to Stores > Configuration > Sales > Checkout
- Expand the “Payment Failed” section
- Enable payment failure emails
- Set recipient email address
- Configure email template
- Save configuration
Email Template Customization
Create custom templates that include:
- Order number
- Order total amount
- Payment method used
- Failure reason
- Action items for customer
- Support contact information
- Link to retry payment
What to Include in the Email
- Personalized greeting
- Explanation of the issue
- Steps to resolve the problem
- Alternative payment methods
- Customer service contact
- Retry payment link
- Support FAQ or resources
Best Practices
- Send email immediately after failure
- Keep email tone helpful, not accusatory
- Provide clear next steps
- Offer alternative payment methods
- Add retry payment button
- Include support contact options
- Test email delivery
Recovery Strategy
Implement follow-up emails:
- Immediate: Payment failed notification
- 24 hours: Reminder to complete purchase
- 3 days: Special offer to retry payment
- 7 days: Final reminder before order expires