How to send an email when a subscription is canceled in Paddle

Relay.app is an automation tool that lets you automate actions across Paddle, Gmail, and many other apps. In this guide, we'll show you how to automatically send email in Gmail for each subscription status changed in Paddle using Relay.app.
Paddle logoPaddle > Gmail
Trigger
Last triggered
Paddle logoSubscription status changed
Gmail logoSend email
1

Add a Paddle trigger for 'Subscription status changed'

After creating a new automation in Relay.app (Tip: you can just go to relay.new), add a trigger for Paddle's 'Subscription status changed' event.

2

Add an action to send an email via Gmail

Then add an action to send an email via Gmail. Of course you can also add an action for another email service instead, like Outlook.

Select the email field from the customer that canceled their subscription to use in the email's To-field. This field is embedded within the Subscription object that triggered this automation.

3

Compose the templated Gmail message

Next, write a templated message that you'd want to send to churning customers. You can use this as an opportunity to ask for their feedback. There might be an opportunity to help them resolve it so that they'll undo their cancelation!

As part of this message, you may use variable fields of course. Simply click [+ data] and select the fields you want to use. For example, the name of the customer.

4

Enable a human-in-the-loop approval for the Gmail action

To get most value out of this automation, you'll probably want to have a person review the message before it gets sent. Your emails will be much more effective when a real human-being took a moment to personalize them for the specific customer that's churning!

You can do so by turning this into a human-in-the-loop automation. Simply go to the Review section in the Gmail action, and turn on Double check before running.

What this means, is that you'll receive a notification from Relay.app every time this email is ready to be sent. You'll receive this notification either via email or Slack, depending on your preferences. You may change your preferences here.

5

Turn on the automation

And that's all! Just turn on your automation and the next time a customer cancels their subscription, you'll be notified to follow up with them. Hopefully this automation won't run too often! 😉

Watch the demo

More how-to guides featuring Paddle and Gmail

See all how-to guides ➔

What will you automate?

Sign up and get started with your first Relay.app workflow today.
Background imageBackground image