Note: Recharge recently updated the merchant portal to better serve your needs. Some articles in the Help Center may still reference the previous navigation structure. Recharge is in the process of updating all articles to reflect these changes.
Why are the cancellation reasons available when I cancel a subscription via the merchant portal different from the cancellation reasons configured with the Cancellation Prevention Subscription Experience?
Shopify Checkout integration
Migrated Shopify Checkout Integration
Platform:
- Shopify Checkout Integration
- Migrated Shopify Checkout Integration
The cancellation reasons displayed in the merchant portal default to the legacy customer portal cancellation reasons, and will not automatically align with any new reasons configured in your Cancellation Prevention template. You can update the cancellation reasons available through the merchant portal through these steps:
- Temporarily deactivate the Cancellation Prevention template.
- Navigate to your customer portal settings and update the listed cancellation reasons to match your Cancellation Prevention template.
- Reactivate the cancellation prevention template.
Cancellations performed in the merchant portal are not reflected in the Cancellation Prevention analytics.
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