Merchant is not notified when user cancels the Square subscription

  • Profile Image
    markwhiteside
    Asked on June 04, 2020 at 05:03 AM

    Hi, I tested 2 subscription forms with the 'send receipt' option checked and can confirm that I received the 'recurring payment received' email.

    However, I have just tested the cancel subscription link within the email (from the perspective of a customer) and I haven't received any confirmation that it has been cancelled from the perspective of the merchant - how am I supposed to know if a customer has cancelled their subscription?



    This is a re-post of a comment on How do I work with Square Subscription and cancel it in Jotform?

  • Profile Image
    Vanessa_T
    Answered on June 04, 2020 at 09:27 AM

    Can you please confirm if this is the form you are referring to, https://form.jotform.com/201262487273354?

    Based on the guide, the merchant should be able to receive a notification email when the subscription is cancelled.

    80466_squarerecurrincancel.png

    Unfortunately, I could not test it since Subscription payment is not available with Square's Test Mode. However, can you please confirm if both your Jotform and Square account have the same email address? If not, I suggest checking both email addresses and check the Spam folder.