The Recharge Subscription Cancelled event triggers a Listrak Custom Event when a customer cancels a subscription for a product in Recharge. In the journey, you can email a customer to confirm their cancellation and display the items included in the subscription.
This guide will outline the personalization options to customize the journey and messages triggered by the Recharge integration.
Personalizing the Journey with Custom Event Properties
The Custom Event called Recharge Subscription Cancelled [[Your Store Name]] is automatically created as part of the integration process. Recharge passes the following payload to Listrak customized with the specific product information for the subscription.
{
"eventCategory": "subscription",
"eventType": "SubscriptionCancelled",
"eventTimestamp": "2026-04-30T10:05:00.0000000+00:00",
"customer": {
"email": "customer@example.com",
"firstName": "Jane",
"lastName": "Smith",
"externalCustomerId": "24662915678374",
"billingCity": "Philadelphia",
"billingProvince": "Pennsylvania"
},
"subscription": {
"id": "784594001",
"status": "cancelled",
"createdAt": "2026-03-01T10:00:00+00:00",
"updatedAt": "2026-04-30T10:05:00+00:00",
"cancelledAt": "2026-04-30T10:05:00+00:00",
"cancellationReason": "Customer requested cancellation",
"orderIntervalUnit": "month",
"orderIntervalFrequency": 1,
"nextChargeScheduledAt": null
},
"product": {
"title": "Classic Cotton T-Shirt",
"price": "18.74",
"quantity": 1,
"productId": "15268877402278",
"variantId": "56305470505126",
"sku": "T100",
"imageUrl": "https://cdn.example.com/tshirt.jpg",
"linkUrl": "https://store.example.com/products/classic-cotton-t-shirt",
"productHandle": "classic-cotton-t-shirt"
}
}
The JSON is saved to a Custom Event field and used to personalize the message. The table below outlines all fields created in Custom Event. Fields other than the JSON can be used as criteria in a Custom Event Decision Split, allowing customers to receive different messages or different logic based on the values of these fields.
Property Name | Data Type |
CustomJson | String |
product_title | String |
customer_billing_city | String |
customer_billing_province | String |
Personalizing the Message with Recharge Data
You can customize any message(s) in the journey based on the data passed in the JSON. The table below outlines the fields you can include in a message to display the data about a customer's cancelled subscription. The field values will match what is included in the payload mentioned in the previous section.
Object | Fields Used |
|
|
|
|
|
|
You have the option to create a fully coded HTML email from scratch or to edit the template that includes the basic design elements listed below.
If you code a message yourself, you can add any or all of fields from the table above. To display the personalized data, you will use the format {{object.fieldname}}. For example, to display the customer's first name uses the following tag. {{customer.firstName}}.
Example Template
You can also use the example template as a starting point.
[[HB BlockType="Custom" Source="Custom.customJson"]]
<div class="email-wrapper">
<div class="email-container">
<div class="email-header"><div class="brand">Your<span>Store</span></div></div>
<div class="email-hero" style="background: linear-gradient(135deg, #1a2b4a 0%, #3b1f1f 100%); padding: 40px; text-align: center;">
<h1 style="color:#fff;">Your subscription has been cancelled</h1>
<p style="color:#a8c0d6;">We're sorry to see you go, {{customer.firstName}}.</p>
</div>
<div class="email-body">
<p class="greeting">Hi <strong>{{customer.firstName}} {{customer.lastName}}</strong>,<br/><br/>This confirms that your subscription has been cancelled. If this was a mistake or you'd like to reactivate, we're just a click away.</p>
<div class="product-card">
<img src="{{product.imageUrl}}" alt="{{product.title}}" />
<div class="product-info">
<p class="product-label">Cancelled Subscription Item</p>
<h2>{{product.title}}</h2>
<div class="product-meta">
<div class="meta-item">Price<strong>${{product.price}}</strong></div>
<div class="meta-item">Quantity<strong>{{product.quantity}}</strong></div>
<div class="meta-item">SKU<strong>{{product.sku}}</strong></div>
</div>
</div>
</div>
<p class="section-label">Cancellation Details</p>
<table class="detail-table">
<tr><td class="label">Status</td><td class="value"><span style="background:#fee2e2;color:#dc2626;padding:3px 10px;border-radius:20px;font-size:12px;font-weight:600;">{{subscription.status}}</span></td></tr>
<tr><td class="label">Cancelled On</td><td class="value">{{subscription.cancelledAt}}</td></tr>
<tr><td class="label">Cancellation Reason</td><td class="value">{{subscription.cancellationReason}}</td></tr>
<tr><td class="label">Subscription ID</td><td class="value">{{subscription.id}}</td></tr>
</table>
<div class="cta-wrap"><a href="#" class="cta-btn">Reactivate My Subscription</a></div>
</div>
<div class="email-footer">
<p class="footer-brand">YourStore</p>
<p>This email was sent to {{customer.email}}</p>
<p>{{customer.billingCity}}, {{customer.billingProvince}}</p>
</div>
</div>
</div>
[[/HB]]