The majority of a customer's relationship with your store is post-purchase, where they manage their subscriptions in the customer portal. This guide provides information about how customers modify their subscription details, what they will see, as well as the role you have as the store owner.
Before you start
Customers can log in to their customer portal through their Shopify account login - either through your storefront or through a Customer Portal direct link that is emailed out to them after they complete their initial checkout.
As the storeowner, you can access a customer's unique portal by going to Customers > Click on the name of the customer > Highlight the link under the customer's name.
Permissions like giving your customers the ability to cancel subscriptions or change upcoming ship dates can be disabled in Settings > Customer Portal.
Update email address
If one of your customers need to update their email on file, they need to reach out to you. As the storeowner, you need to take two actions - update the Shopify customer profile associated with their active subscription and contact ReCharge Support to update the customer's email on ReCharge's side. We are actively working on giving you the ability to do this yourself.
Update billing information
Customers can update their billing information by clicking Billing information on the left sidebar. Updating their billing information is handled outside of the ReCharge customer portal - Shopify will send out an email notification for your customer to update their information.
Cancel a subscription
Under the Subscriptions tab, customers can click on the Cancel button found next to the subscription they want to cancel. On the following page, they will be prompted to enter a cancellation reason that you can customize.
Skip a delivery
Customers can opt to skip a shipment instead of cancelling by clicking Delivery Schedule on the left sidebar. They can click Skip next to the delivery they would like to skip.
If you have enabled the permission for your customers to update their next charge date in the Customer Portal, then they can perform this change by clicking Edit under Actions, and clicking Change next charge date.
Update shipping address
Customers can update their shipping address in the customer portal. Click on Subscriptions and click Edit to the right of the address. This process only updates the shipping address, the customer's billing addresses will need to be updated separately.
Add a product to a subscription
Customers can add another product to their subscription through the Subscriptions tab, and Add Product. This will open a new page where they can search, view, and select additional products to add to their upcoming deliveries. They can also choose the frequency and first shipment date.
Swap a Product
Once logged in, customers select the Subscriptions tab to view the current subscription products. On the far right, they can click on the Swap to select a replacement product. This option will only be visible if you grant customers permission in your ReCharge Settings.
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