Subscription settings and notifications
Use Payment retries and alerts in the Subscriptions app to configure failed renewal payment retries and the alerts your team receives. These settings apply to subscriptions managed by the new app.
Retry rules and alert settings are saved separately. Saving one does not save changes to the other.
Configure payment retry rules
- Navigate to Apps > Subscriptions in your ShopWired account
- Navigate to Payment retries and alerts
- In Payment retry rules, review When to try again
- Select
+ Add retryorRemoveto configure the number of retries - Enter each delay and select
hoursordays - Select an option in If every attempt fails
- Select
Save retry rules
Each delay starts when the preceding payment attempt fails. For example, a second retry set to 3 days runs 3 days after the first retry fails, not 3 days after the original payment attempt.
Configure up to 5 retries. The Maximum attempts per cycle includes the first payment attempt and all configured retries, giving a maximum of 6 attempts for each renewal. Each delay must be at least 1 hour and no more than 30 days.
The Policy timezone is fixed to GMT throughout the year. A day is always 24 hours, so the local UK time of a retry can change when the clocks change.
The proposed settings do not apply until you save them. Without saved retry rules, the app makes one payment attempt and leaves a failure for review.
The page shows whether automatic retries are available. Where available, saved rules apply to eligible failed payments reported by ShopWired. Payments held for review are not automatically retried.
A change to the saved rules applies to later renewals. A renewal already in progress retains the rules recorded when it started.
Read more about renewals and failed payments.
Choose a final action
Choose a final action
The If every attempt fails setting offers three options:
Leave the contract activekeeps the contract active and holds the failed renewal for reviewPause the contractpauses the contract and stops future scheduled renewalsCancel the contractcancels the contract permanently
Leaving the contract active does not start another series of payment attempts. Review the failed renewal before arranging further collection.
If you save rules with no retries, the selected final action applies after the first eligible failed payment.
Review the effect of your selection before saving. The app records the payment result and any final action under the contract's Renewals and orders tab. A pending action does not mean the contract's status has already changed.
Read more about managing contracts.
Configure merchant notifications
Configure merchant notifications
Use Alerts to select which subscription issues your team is alerted to.
The Send alerts for settings cover:
- New subscription not confirmed — a subscription created at checkout could not be confirmed by the app
- Renewal payment failed — the first attempt to take a renewal payment failed
- Renewal payment failed on its last attempt — the final attempt allowed by the saved retry rules failed
- Product or SKU missing from ShopWired — a subscription product or SKU code could not be found
- Not enough stock for a renewal — an item does not have enough stock for the next renewal
- Renewal payment approved; order not confirmed — payment was approved but the renewal order was not confirmed
- App needs reconnecting to ShopWired — the app's connection or permissions need attention
- ShopWired’s records differ from the app’s — a data check found a difference between the records
- Processing stuck or taking too long — subscription processing or a data update needs review
To configure alerts:
- Select the categories your team needs under Send alerts for
- Enter your customer-facing email address in Send emails from
- Add the email addresses that should receive alerts under Recipients
- Enable Send alerts by email if email delivery is available
- Select
Save alert settings
Use Add recipient to add another address or Remove to remove one. Add up to five recipient addresses, with each address entered only once.
Disabling an alert category prevents new alerts of that type from being recorded or emailed. Disabling Send alerts by email stops email delivery, but alerts for enabled categories remain visible under Recent alerts.
Sender address
Send emails from is used for alert emails, customer payment-link emails and customer portal sign-in codes. Customers also see it as your contact address in the portal.
Use an inbox your team monitors, because replies are sent to this address.
The address must use a domain configured for sending through the app. If emails cannot be sent, contact ShopWired support to check the sender configuration.
Customer emails
The addresses under Recipients receive team alerts. They do not determine where customer emails are sent.
- Customer payment-link emails go to the billing email address on the relevant contract
- Customer portal sign-in codes go to the email address on the customer's ShopWired customer record
Send alerts by email must also be enabled for the app to email customer payment links. Portal sign-in codes use the saved sender address and the app's email service separately from this alert-delivery setting.
Read more about customer subscription management and sending payment update links.
Recent alerts
Recent alerts shows the latest 20 alerts, with the newest first.
Repeated alerts about the same issue are counted against the first alert for that GMT day instead of being sent again. During British Summer Time, a new GMT day begins at 1am UK time.
Check any email delivery message shown beneath the recipient settings. An alert remains available in the app even if its email could not be sent.
Check connection and data updates
Check connection and data updates
Navigate to Connection to view the linked ShopWired account, connection status, granted permissions and Last full check.
If the page asks you to reconnect or grant permissions, navigate to Apps > Subscriptions in your ShopWired account and authorise the request.
Select Refresh connection details to reload the connection information and request a check for recent changes. Select View data checks to review data updates on Issues.
The app needs a working connection and a completed full data check before it can change ShopWired subscription records.
Follow the connection instructions in the Subscriptions v2 setup guide.
Review issues that need attention
Review issues that need attention
Navigate to Issues to review subscription work that has not completed, uncertain payment outcomes and differences between ShopWired and the app.
Use the details shown for each issue to check its current status before taking an action. For a renewal problem, review the contract's Renewals and orders tab and any recorded recovery actions.
Follow the renewals and failed payments guide for the available checks and recovery actions.
If a settings save is not confirmed, reload the page or select Check for updates and review the saved values before submitting the change again.
