Customers purchasing subscription products should have their initial order processed through the Recharge Checkout. In the event that there is an issue with integration, customers complete their checkouts with a subscription product through the incorrect checkout. This means that the order is not captured in Recharge and is not set up as a subscription.
See Identifying your store’s Recharge checkout platform for more information.
Platform: Recharge Checkout on Shopify
If a customer went through the wrong checkout, you can follow the steps listed in Adding a customer to Recharge who used the wrong checkout.
However, it can be important to identify why the customer went through the wrong checkout.
Identifying a wrong checkout issue
Unless your store uses a custom domain, the Recharge checkout URL begins with checkout.rechargeapps.com. Review the following common issues, if you notice customers are not purchasing subscriptions through the Recharge Checkout
Recharge may need to run an installation if you recently installed a new themes, or made adjustments to your theme file See Shopify supported themes documentation or BigCommerce supported themes for detailed instructions.
Dynamic checkout buttons are not supported by Recharge. You can deactivate the button or you contact Recharge technical support for assistance hiding this button on subscription products.
The QuickView app as is not compatible with subscriptions. Try uninstalling this app to fix wrong checkout issues.
This type of cart does not open a new cart page, so the subscription properties are not added to the order. Check your theme settings for additional cart types. You can work with your developer or Agency Partner to ensure the correct properties are added as outlined in the Add an item to cart with ajax documentation.
Work with your developer or Agency Partner to ensure the correct properties are added If you have a direct link to your cart, or other customizations, as outlined in the Add an item to cart with ajax documentation.
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