#dom_best-practices
fiery bridgeBOT
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signal meadow
hi there - yes, by default Stripe emails customers when a Bacs Debit mandate is first created (i.e. when their details are collected), and then each time a debit will be made: https://docs.stripe.com/payments/payment-methods/bacs-debit#debit-notifications
it is possible to send your own custom emails instead of relying on Stripe's emails
the doc you linked contains the steps needed to set that up
you mentioned that currently you're not seeing the emails being sent - I'd be glad to take a look into why this might be happening, if you could share the ID (cus_123) for any customers you've experienced this with
tawny wind
Thanks give me two secs, ill pull them up now.
fiery bridgeBOT
tawny wind
cus_Turu0LcdV9BUkP - customer id
sub_1Sx5WgFP59uQwdcOEpVizIgz - subscription id
Thanks @signal meadow and @proud acorn
proud acorn
Thanks, taking a look!
tawny wind
Thank you
proud acorn
All of that customer's invoices are for £0.00, so there would have been no direct debit made
tawny wind
Ok thanks reverting back to you shortly.
Our understanding is there should be two types of email, the first email from Stripe to confirm the direct debit mandate setup. Then we expect to see a direct debit notice of payment 2-3 days before the payment is scheduled to be taken on 15th feb. We haven't received the first email and we are expecting to receive the second email in a couple of days.
Is there a reason we don't recieve the direct debit mandate setup email? We are using Stripe hosted checked and stripe embedded checkout for direct debit payment details for context.
proud acorn
Let me check. But in a free trial situation like this, I can imagine that the initial notification is sent just before the first payment is taken
tawny wind
Thanks make sense
We have to use the free trial functionality in Stripe to delay the billing date past the next natural billing date
proud acorn
What does the Debit section currently look like in your settings here? https://dashboard.stripe.com/acct_1MTjblFP59uQwdcO/settings/emails
tawny wind
proud acorn
From what I can see, a mandate notification email would be sent out immediately when the mandate is created, and not after the trial
But from your settings here I see that Bacs notification emails are disabled
Though not sure why they cannot be enabled
tawny wind
Me too. I need to head off now. Is there a way I can pick this up later or tomorrow?
fiery bridgeBOT
proud acorn
Yes, we can either move this to a support ticket, or otherwise we're here 24 hours on workdays, and we'll have access to this thread for context
tawny wind
OK cool thanks