We're rebuilding Hypertune's email. You're on everything email-related: Stripe settings and the data Klaviyo needs. Gavin builds in Klaviyo from what you send, so agree the exact event and property names with him before either of you builds. The full picture is in the email plan.
Please do all of this now. Everything below is needed to start the builds.
Stripe settings, agreed on 28 September
Turn on "Send a Stripe-hosted link for customers to confirm their payments when required" (Settings, Billing, Subscriptions and emails). It's off, so a renewal that needs the bank's 3D Secure check just waits and the plan cancels after 7 days without the customer being asked. 30 renewals have ended that way since December.
Turn back on the one-time "trial over" statement descriptor, on the same page. A quarter of checkouts still get a 7-day trial through the old checkout path.
Keep on: receipts for successful payments, expiring card emails, and failed card and bank debit emails until Gavin's failed-payment rebuild goes live. Keep off: renewal reminders, the trial ending reminder, and "Send finalized invoices and credit notes".
On the Customer emails page: refund receipts on, and turn off any cancellation email. Our Subscription cancelled flow replaces it.
Stripe and Klaviyo data
Renewal date and renewal amount on each yearly subscriber's profile. The renewal reminder must be live by 16 October.
The billing portal link that opens card update, for the email buttons.
Stripe retries: Smart Retries on, a 14-day window, and the exact plan-end date sent to Klaviyo. Stripe's own failed-payment emails go off on Gavin's go-live day; agree the date with him.
The Trustpilot list: active yearly subscribers first paid over 10 days ago, and active monthly subscribers with 2 or more payments. Not set to cancel, not past due. Email, plan, and a random 10% marked as held back.
The trial win-back lists: trial users who aren't customers, with trial month, how the trial ended and whether they ran the optimizer.
Codes: a 50% off first-month code, once per customer, for sign-up day 8, the win-back and the trial cancellation flow. GAMER limited to 50% off one month, and which plans it covers. Confirm FREEMONTH still works, for which plans, and that on a plan that hasn't ended it adds a month rather than doubling up.
The cancel survey answer, hardwired into Klaviyo. Every cancel, trial or paid, writes the answer to the profile as Reason Left automatically, before the cancel event reaches Klaviyo, so the flows can branch on it. No manual exports. Set up a segment for each answer (bug, didn't give me performance, too expensive, not using it enough, other), and put a test cancel through each answer with Gavin to confirm the right email fires. Today this field is empty, which is why the tailored cancel emails have never sent.
Sign-up source on the profile: trial link or normal sign-up.
Every new account sent to Klaviyo at sign-up as an Account Created event with the sign-up source. Today 49 of a random 50 people who signed up and never bought aren't in Klaviyo at all.
For trial users: trial end date, plan price in their currency, and billing period. Say whether regional prices can be passed through, or whether Klaviyo needs a region field.
A direct installer link that works from an email.
For cancelled subscribers: plan end date, whether they're on an early-bird price, whether restarting before the end date keeps that price, and an event when someone undoes a cancel.
Subscription fields on every profile, kept in sync: status (paying, trial, cancelled, never paid), plan (monthly or yearly), first paid date, payment count, set to cancel, plan end date.
Checkout Abandoned event when a Stripe checkout expires unpaid after an hour: email, plan, price, recovery_url. Skip anyone already subscribed.
Redo the first-payment event. The old paid flow reached 87 of 159 payers in 30 days and skipped 71.
Unsuppress automatically when someone the team suppressed starts a trial or pays. Never override an unsubscribe, bounce or spam complaint.
All email links in one place. You provide the actual URLs. Post every link that goes into an email in one pinned message in the Slack channel, each labelled with the button it belongs to (for example "Update payment method", "Pick my plan", "Download Hypertune"), and keep it updated when a link changes. The design team puts them in the right spot in the templates and Gavin builds from the same list. That covers the billing portal card-update link, the account or manage-plan page, the plans page (with a code applied, if it can be passed in the link), the direct installer link, the Trustpilot review link, and the four website links below.
Website links the emails need, in the same pinned message:
A direct link to the pricing section on hypertune.gg, for every "Pick my plan" button.
A support page the emails can link to, instead of Discord.
The download page signed-in users land on, as the backup if the installer link can't work from email.
A direct link to the FAQ section, for the welcome email.