Removing customer details

Customers may reach out to have their billing information removed or their account deleted. This usually occurs when a customer has canceled and wants to clear their personal details from the site. This guide highlights how to remove customer details from a customer account.

Before you start

• Removing customer details is irreversible. If done in error, you must reach out to the customer or have the customer reenter the information or create a fresh profile via checkout.

Remove an address profile

Customers can manage the address used for their subscriptions through the customer portal. If the address has associated subscriptions it cannot be removed through the customer portal.

1. Ensure all subscriptions are moved off the address through Manage Subscription.
2. Click Shipping Address and expand the address that needs removing.
3. Click Delete.

Addresses with associated subscriptions must be removed on the merchant portal. Subscriptions must be canceled and deleted before you can remove the address.

1. Once all subscriptions have been canceled and deleted, click Customers and select the customer in question. 
2. On the address line click Actions and select Delete address.

Remove payment token

Removing the payment token does not remove the billing information from your payment processor account. You must log into your payment processor account and delete the customer's billing information there as well.

Recharge Checkout on Shopify or BigCommerce

1. In the merchant portal, click Customers.
2. Search for and select the customer.
3. From the Customer details page, click Manage payment methods.
   
4. Expand the payment method you want to adjust and click Remove payment method.
   

Shopify Checkout Integration

You cannot delete a customer's Shopify payment method in Recharge; it must be removed through the customer's Shopify profile.  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 Customers.
2. Search for and select the customer.
3. Click the payment method icon for the subscription address ID.
   
4. On the pop-up modal, click request an update via 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 prepaid orders, will be removed from Recharge.

1. In the merchant portal, click Customers.
2. Search for the customer you wish to remove.
3. Click the ellipsis 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.