During a customer migration to ReCharge data integrity is key. If the data you're importing isn't accurate then you're going to cause yourself a lot of issues after the migration. To help mitigate issues we've listed some common mistakes to look for in your data.
- Zip Code doesn’t match the city/state
- The Product doesn’t exist in ReCharge
- Misspelled email address
- Incorrect recurring price
- Stripe tokens don’t exist in Stripe (wrong Stripe account added to ReCharge)
- Forgot to add custom shipping price
- Customers were imported but charges aren't processing
Zip Code doesn’t match the city/state
Customers manually type in their zip codes and they often mistype the numbers. Some platforms ignore this mistake and are able to fulfill orders with the invalid shipping address. Shopify and ReCharge have more strict rules for Shipping address validation. If you charge shipping on your store then ReCharge will run the address through Shopify's shipping address validation. If the zip code is invalid we won't import that customer. You'll need to fix the zip codes in a separate import spreadsheet for a second import.
The Product doesn’t exist in ReCharge
To create a subscription for a customer in ReCharge the product must be in a ReCharge ruleset. Make sure all items listed in your import CSV are in a ReCharge ruleset. If you have customers subscribed to "legacy" products you no longer offer then reach out to our migration support at firstname.lastname@example.org
Misspelled email address
Shopify and ReCharge check the validity of email addresses before we create the customer. If it is invalid our import program will give an error for that customer and you'll need to fix the email addresses in a separate import CSV for a second import.
Incorrect recurring price
The recurring_price column should NOT include quantity, shipping, taxes, or discount codes. If you offer a discount just for subscribing (no discount code) then you will need to figure this into the price of the subscription. If you have prepaid subscriptions the recurring_price should be the price of the full prepaid subscription.
Stripe tokens don’t exist in Stripe (wrong Stripe account added to ReCharge)
This happens when you have a different payment processor account connected to ReCharge than what is connected to your old subscription service. The card data is vaulted in the old system so we're unable to use them. If you don't have any new customers on ReCharge then usually you can just add the old payment processor account to ReCharge. If you have current subscribers in ReCharge on the new payment processor account then you'll need to reach out to your payment provider to have the two accounts merged together. Please reach out to our migration support team for more help with this.
Forgot to add custom shipping price
When we import subscriptions we'll pull the shipping rates that are currently set up in your Shopify shipping settings. If you want imported customers to have "grandfathered" shipping prices then you need to include the optional shipping columns listed in our Migration template explained guide.
Customers were imported but charges aren't processing
When we import subscriptions we run an import on your store we place a hold on the whole store to prevent automated processing. This is in place to prevent imported customers from being processed with incorrect subscriptions. Once you've verified all of the imported data we'll remove the hold.