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.
- Shopify Checkout Integration
If you are using another platform please follow the specific guide:
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 magic 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, selecting the name of the customer and clicking Preview portal.
Permissions like giving your customers the ability to cancel subscriptions or change upcoming ship dates can be disabled in customer portal settings.
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 update their Recharge customer profile.
To update on Recharge:
- In the merchant portal, click Customers and select the customer in question.
- Click Edit customer and update the customer's information.
- Click Save.
Update billing information
Customers can update their billing information by selecting the payment details on the Payment methods tab. 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.
Customers can also change which payment method is used for each subscription, based on the shipping address profile, by editing the subscription from the Subscriptions tab.
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 editing the subscription and clicking Skip shipment for a single product.
Or by opening the Delivery Schedule tab and clicking Skip on the delivery date for the full order.
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 from the Subscriptions tab, opening the next charge date, selecting the preferred date and clicking Update next shipment date.
Update shipping address
Customers can update their shipping address in the customer portal from the Shipping tab.
Or by editing the subscription from the Subscriptions tab.
Add a product to a subscription
Customers can add another product to their subscription through the Subscriptions tab, by clicking 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
Customers can swap their subscription to another product by editing the subscription, selecting the product and clicking Swap product. They can then select a replacement product and confirm the swap.
This option will only be visible if you grant customers permission in your customer portal settings.
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