Viewing and understanding customer actions

Customer records in the Recharge merchant portal contain a history log detailing all events and actions taken on a customer's record. This includes actions like skipping an order, updating credit card information, cancelling a subscription, and much more. This guide provides information on where to find action logs and understand your customers' actions.

View customer actions on their Timeline

Customer-specific actions are available through the customer's Timeline on the Customer Details page.

1. Click Customers in the merchant portal, then select Customers from the dropdown.
2. Search for the customer you would like to view. Select the customer by clicking on their name.

3. Scroll down to the Timeline section to see all actions taken on the customer's profile or subscription, or use the customer timeline filter to view events based on your specifications.

   

Filter the customer timeline

Use the customer timeline filter to target specific scenarios and troubleshoot customer issues.

To access the customer timeline filters:

1. Click Customers in the merchant portal, then select Customers from the dropdown.
2. Search for and select the customer you want to review.
3. Scroll to the Timeline section and click Timeline.
4. Click Add filter.
5. Select the filter(s) you want to apply.

You can also use the Time zone dropdown to view timeline events in a different time zone. This is useful when comparing event timestamps with customer data from a different time zone.

Use the following filters to narrow the events displayed in the customer timeline:

Events export

You can export the Events export to see a list of all the actions that occurred for each of your customers and their subscriptions. This export will provide you with insight into events such as which customers have recently cancelled or who may have recently skipped an upcoming queued order.

1. In the merchant portal, select Tools & apps, then Exports.
2. Click Create export.
3. Select Events from the dropdown. 
4. You can optionally enter a new name for your export and select the date range of actions you would like to include in the export.
5. Click Submit.

The export will be sent to the e-mail provided or you can download the export on the next page after clicking Submit. 

Customer action notification

You can enable the customer action log notification and have a report emailed to you daily. 

1. Click Email in the merchant portal and select Store owner. 
2. Select Customer action log under Store owner notifications.
3. Click Activate notification.
4. Select Save changes and activate to receive a copy of the Customer actions log.

Action type definitions

A

adding_item_to_subscription_checkout - The customer purchased a product through the checkout. This may also include products configured for upselling through a third-party integration.

address_deleted - A customer is deleted from Recharge through the admin portal.

B

billing_address_updated - A customer’s billing address is updated.

C

change_next_queued_charge_date - The shipping date of the next queued charge is updated to a different date.

charge_failed - The charge was declined.

charge_success - The charge was successfully processed.

credit_card_updated - A customer’s credit card information was updated.

customer_status_updated - The customer status was updated. This may be updated to Inactive if the subscription was cancelled, to Active if the subscription was reactivated, or to Inactive due to the maximum credit card attempts reached on a charge.

D

discount_code_applied - A discount code was applied through the customer portal or the merchant portal.

discount_code_removed - A discount code was removed from the customer or the merchant portal. 

E

existing_item_skip_completed - The next queued charge was skipped.

existing_item_skip_from_cancellation - The next queued charge was skipped using the customer retention strategy where the customer attempted to cancel their subscription but chose to skip their next charge instead.

F

future_item_skip_completed - A future charge (that is not the next queued charge) was skipped.

I

item_skipped - A charge date was moved manually. This is typically an action performed in the merchant portal.

item_unskipped_completed - A skip action was undone/reverted.

P

purchase_cancelled - A subscription was cancelled. This could have been cancelled by the customer or the store admin, the subscription may have expired, or the credit card max retries reached.

purchase_item_activated - The subscription to a product was reactivated.

purchase_item_cancelled - A subscription to a specific product was cancelled through the customer or the merchant portal. 

purchase_item_created - A one-time or recurring product was created and added to the subscription through the customer or the merchant portal.

purchase_item_deleted - A one-time or subscription product was deleted from the subscription.

purchase_item_swap - The original product in the subscription was swapped with a different product.

purchase_item_updated - An update was made to the product in the subscription through the Customer Portal, such as the quantity.

R

refund - A charge was refunded.

S

shipping_address_updated - A customer’s shipping address was updated.

shippment_change_date - The date of a scheduled prepaid subscription shipment was changed.

U

Updated QUEUED shipment - A variant was added or removed from a shipment.

W

workflow_updated - A workflow changed the subscription properties.