Removing billing information for a customer

Customers may reach out to request that their billing information be removed. This will usually occur when a customer has canceled or they want to switch from using PayPal to a credit card. This guide highlights how to remove payment tokens from a customer account.

Before you start

• Removing billing information is irreversible. If done in error, you will need to reach out to the customer or have the customer fill out their credit card information again.
• Removing the payment token will allow a PayPal customer to re-enter their credit card information. However, removing the payment information will not enable someone who previously used a credit card to enter PayPal credentials. If a customer would like to switch to PayPal, they will need to process an order through the checkout. For more information, visit Update payment methods for an existing customer.
• Removing the payment token will not remove the billing information from your payment processor account. You will need to log in to your payment processor account and delete the customer's billing information there as well.

Remove payment token

Recharge Checkout on Shopify or BigCommerce

1. In the merchant portal, click the Customers tab.
2. Search and select the customer.
3. Click on Payment Methods.
4. Expand the payment method you want to adjust and click Remove.

Shopify Checkout Integration

A Shopify payment method cannot be deleted for a customer, as per Shopify. You must contact Shopify to do this. If the customer wants to update the credit card on file, you can click the send update email button. 

1. In the merchant portal, click the Customers tab.
2. Search and select the customer.
3. Click on Payment methods.
   1. Expand the payment method you want to adjust and click Send update email.

Delete a customer

• This will not delete the customer account in your ecommerce platform or the customer profile in your payment processor account.
• The customer and customer information, including previous subscription orders and upcoming and pre-paid orders, will be removed from Recharge.

1. In the merchant portal, click the Customers tab.
2. Search for the customer you wish to remove.
3. Click on the ... next to the customer's name and select Delete customer. You will be prompted to confirm the action.
   
4. Click Delete to remove the customer account.