What’s New at Shopify?

We’re always looking for ways to improve the checkout experience for your customers, even when something’s going wrong. That's why we built a new customizable email notification to let your customers know when a payment has failed due to an error outside of their control.

Beginning May 31st, when a payment fails due to a connection issue with a customer's bank or your payment provider, the customer receives an email notifying them of the error and confirming they haven’t been charged.

This email will contain a link to their cart, and a link back to your store. Emails are highly effective in recapturing lost traffic, and we want to make sure that if anything goes wrong, your customers are the first to know.

The template is available now, so you have two weeks to customize the notifications before the emails are enabled.

Learn more about customizing your notification templates at the Shopify Help Center.