You or your customer may need to make changes to the payment method on file depending on the method used when the customer checked out.

This guide provides instructions on locating and updating the customer's billing information, both in the merchant portal for you, and the customer portal for your customers.

Before you start

The process used to update the customer's payment method depends on your store's platform and the type of payment method used:

• Single payment methods
• Multiple payment methods

Stores on the Recharge Checkout may have single payment methods or multiple payment methods enabled. Stores configured with multiple payment methods have a banner on the payment methods page to denote if the store is using single payment methods.

Single payment methods

With single payment methods, customers can edit or change their payment method on the Payment methods tab in the customer portal. 

If you are changing a payment method in the merchant portal for a customer, click Change payment method on the Customer overview page and enter the new card details.

To verify the payment method has been updated, you can check the History view on the Timeline.

Multiple payment methods

Customers can update their billing information and payment methods via their customer portal.

To manage payment information for a customer click Payment methods on the Payment methods tab on the customer account page in the merchant portal.

Add and edit payment methods for the Shopify Checkout Integration

The method to adjust payment methods varies by platform. Review your specific store's platform for details.

Your customers can update their payment and billing information by clicking the Send update email button in their customer portal. This button triggers an email from Shopify to update the existing information. See Update billing information - Customer portal for more details.

You can also click the Request an update via email link in the merchant portal under Manage Payment methods for a specific customer, which triggers an email to the customer from Shopify. See Update billing information - merchant portal for details.

Frictionless payment updates

Your customers can add and edit payment methods directly in the Recharge customer portal and do not see the send update email option if you:

• Use the Shopify Checkout Integration or the Migrated Shopify Checkout Integration as your platform
• Have the Retain package
• Use Shopify Payments in your Shopify admin payment settings as your primary payment provider
• Use one of Recharge's standard custom portals (Affinity, Novum, or Prima)

You must meet the criteria above to enable friction payment updates. You must have the Retain package to review your store's eligibility and enable frictionless payment updates in Recharge:

1. Select Storefront in your Recharge merchant portal and click Customer portal. 
2. Navigate to the frictionless payments updates section and click Check eligibility for frictionless payment updates.
3. Enter your primary payment processor and select your customer portal theme. 
4. Click Check Eligibility so that Recharge can perform a check to confirm you meet the requirements for using this feature.
5. If you meet the requirements to enable frictionless payment methods, select Enable. This will automatically enable the feature on your store.
   • If you do not meet the requirements, you can change your store setup and try to enable the feature again. 

Add and edit payment methods for the migrated Shopify Checkout Integration

There are two ways to add additional payment methods for a customer if you use the migrated Shopify Checkout Integration.

• Customers can manually add a new credit card to their customer portal through the Add payment method button. This creates additional payment methods that can then be used for subscriptions.
• Customer can use the Send update email method and enter a different credit card than the existing one, which is then replaced with the new card information.

These subscribers can update their payment and billing information in their customer portal. See Instructions for your customers for details.

Add and edit payment methods for the Recharge Checkout on BigCommerce and the BigCommerce Checkout Integration

Customers can manually add a new credit card to their customer portal by selecting the Add payment method button. Customers can also edit, move subscriptions, and remove the payment method (if no active subscriptions are assigned) from the customer portal.

Update payment method for a specific subscription

If adjusting the payment method used for a subscription address profile, click the payment method icon to change, edit, or add a payment method. Click Update to confirm.

Remove the customer's payment method

A customer may reach out to request that their credit card or PayPal information be removed from their customer account completely. To remove the payment method, click Manage payment methods from the Payment method section of the Customer details page. Click on the payment method that needs removing and select Remove payment method . Follow the prompt to complete the action.

Note: Payment methods must be unlinked from the subscription in order to be removed. 

Confirm the payment method was updated

Review the History view on the timeline to confirm that the customer's payment method was updated.