Customer missing from Recharge

Issue

A customer cannot be found in Recharge. 

Environment

Cause

Several scenarios can cause a customer to be missing from Recharge:

• Merged customer: Shopify customer account merging is not compatible with Recharge subscriptions. If an account is merged into another, the customer's profile and subscriptions will be permanently deleted in Recharge.
• Shopify GDPR redaction request: Shopify sends a GDPR redaction webhook that causes the customer to be removed from Recharge.
• Issue with the checkout event: Checkout issues can prevent Recharge from receiving the correct subscription data. Common causes include:
  • Using a custom checkout without passing the correct subscription details.
  • Using a custom widget that is not integration properly.
  • Using an unsupported ordering process, like draft orders.
  • Theme or widget integration issues.

Resolution

Merged customer

Merging customer accounts is nonreversible. If the customer account is deleted in Recharge, the customer must go through the checkout process again with a new subscription. See Can I merge customer accounts in Shopify? for more information.

Shopify GDPR redaction request

Shopify sends the redaction webhook after it receives and processes a GDPR data erasure request. Recharge complies with the request by deleting the customer's data. Recharge does not have visibility into why Shopify redacted the customer and recommends contacting Shopify for additional details.

Issue with the checkout event 

Resolving a missing customer is a two-step process. First, you will need to investigate the source of the issue, then add the customer into Recharge. 

Investigate the source of the missing customer

Step 1 - Review the order details on Shopify

Open the order on Shopify and review the order log. Shopify orders from Recharge are listed as coming from Recharge Subscriptions in the timeline and show the subscription link on the product summary.

Whereas orders that went through the wrong checkout display Online Store or Draft Order and do not include the subscription details in the product summary.

Step 2 - Investigate and replicate the source of the order

Online Store

If the order shows Online Store, run a test order to confirm the checkout is working as expected and the correct subscription details are passed through. 

If you are on the Shopify Checkout Integration and can replicate the issue in checkout, your integration with Recharge may be missing required permissions. 

Reach out to the Recharge Support team to let them know you are seeing issues with customer coming through to Recharge and they can perform a permissions request to update your integration. When you submit your ticket be sure to outline the steps you’ve taken to replicate the issue and any example customers the team can use to investigate with.

If you are able to replicate the issue and the Recharge Support team has verified all permissions are in place, the issue may occur from a custom checkout, custom widget, or theme integration issue. Per Recharge Scope of Support we cannot review the validity of any custom code and recommend working with a third-party developer.

If you are unable to replicate the issue, the missing customer may be due to a temporary glitch or connection issue and is unlikely to occur again.

Draft Orders

Draft orders are not compatible with subscriptions on Shopify or Recharge as they do not add the correct properties to the order. Customers must complete the storefront checkout process to be properly subscribed to their products.

Add the customer to Recharge

Merchants on the Shopify Checkout Integration cannot manually create customers on Recharge. To correctly configure the subscription in Shopify, customers must be processed through the online store checkout. Customers must check out again to subscribe to the product. Once that order is processed, you can confirm the customer’s creation on Recharge, and their subscription will continue as expected.