Recharge design and integration policy
Recharge was designed to work for all merchants out-of-the-box and only requires extensive coding for advanced customizations.
This guide highlights the customizations and integrations Recharge can support, as well as resources to assist you with updates outside of the scope of support.
Before you start
While Recharge is designed to work out-of-the-box for all merchants, there are additional customizations store owners can make to further align their subscription offerings with their overall store branding.
Many of these customizations require extensive knowledge of custom CSS, HTML, or Javascript. While these customizations are outside of the Recharge scope of support, there are options that you can explore. Recharge offers Recharge Agency Partners and Upwork Experts where you can work with a trusted Recharge Agency Partner or Expert to implement any advanced customizations.
CSV files
There are a few instances where you may be required to create a CSV file, for example, if you are converting or migrating to the Shopify Checkout Integration, or if you are using the Bulk update subscriptions with the Import tool to perform a bulk update. The Recharge support team can help you confirm which exports you may need for a bulk update, or provide formatting tips based on existing CSV files.
The Recharge team cannot prepare a CSV file for you or provide you with store-specific data to populate a CSV file. Merchants are responsible for ensuring all CSV files contain the correct customer, product, or subscription data.
Customer portal
The Recharge support team can provide assistance in understanding the customer portal functionality, explaining the benefits of the available portals, or troubleshooting unexpected issues that may arise.
You can use custom CSS and HTML to update the customer portal styling, as well as the Recharge Theme Engine. This is outside of the Recharge scope of support. Review the Working with third-party developers guide if you require assistance with custom design or development work.
See Recharge Theme Engine for additional policy information.
Ecommerce themes
The Recharge subscription widget integrates with most ecommerce themes. See the following guides for a full list of supported themes per platform type:
- Recharge Checkout on Shopify themes
- Shopify Checkout Integration themes
- Supported BigCommerce themes
Theme support is typically provided by the ecommerce platform, or in the case of paid themes, the theme developer. Recharge cannot:
- Assist with debugging issues on custom themes
- Assist with debugging issues on themes Recharge does not fully integrate with
- Make style changes to themes
- Debug Shopify Liquid, BigCommerce Stencil, or JavaScript issues related to custom themes
- Create or edit the checkout page if it includes custom HTML or JavaScript that was not originally included in the basic Recharge checkout
- Troubleshoot, edit, or assist with any custom-coded solutions
Working with a Recharge Agency Partner or Expert is recommended to install or modify a customized theme.
Notifications
Use CSS and HTML to customize both customer and storeowner notification emails. See Using variables for notifications and scripts for more information.
The Recharge support team can provide clarification on the notification delivery path, or recommend additional resources to improve engagement in your notifications.
It is outside of the Recharge scope of support to create notifications for store owners using HTML or make updates using CSS.
Recharge does not provide support for notification issues once the notification is marked as delivered, such as troubleshooting notifications that are sent to Spam folders. Support for email delivery is typically provided by your domain provider.
Page builder apps
Third-party page builder apps are not compatible with Recharge out-of-the-box. Certain app developers have created documentation that details how to integrate page builder apps with Recharge. See Using page builder apps with Recharge for more information.
App developers are responsible for assisting and supporting their page builder apps. Recharge does not provide support for any page builder app. Recharge may redirect support back to the app developer if we see that page builder code is in use when troubleshooting.
Recharge API
The Recharge API allows merchants to fully customize the subscription experience. The Recharge support team can answer basic questions about API capabilities, or enable token permissions.
It is crucial that store owners work with a developer when using the Recharge API. Developers have access to additional support resources, like a dedicated Slack channel.
Recharge Checkout
Merchants using the Recharge Checkout on Shopify or BigCommerce can edit the CSS on the checkout page. For security reasons, merchants cannot edit the HTML or add JavaScript to the checkout. For more information, visit Customizing the Recharge checkout. The Recharge support team does not support CSS customizations.
Merchants using the Shopify Checkout Integration can refer to Shopify's guide on Customizing the style of your checkout. Shopify does not provide support for merchants editing their checkouts.
Recharge Theme Engine
The Recharge Theme Engine is available to merchants on the Recharge Pro plan or higher.
The Recharge support team can answer questions about the Recharge Theme Engine’s capabilities, or troubleshoot any unexpected issues. It is recommended that you work with a Recharge Agency Partner to enable and support the Theme Engine. It is outside the Recharge scope of support to make any changes to the Theme Engine files.
RechargeSMS
RechargeSMS is no longer in active development and is provided as-is. The Recharge Technical Support does not officially provide support for this application. If you install RechargeSMS, any issues or limitations are the responsibility of the user to troubleshoot.
Recharge solutions
Recharge offers a variety of solutions to improve the overall subscription experience. These tools include:
The Recharge support team is available to answer any questions related to the functionality of a solution or to troubleshoot any technical issues with you. Store owners are responsible for any creation and implementation related to the solutions listed above.
The Recharge support team cannot build workflows using the Workflow tool and cannot design any Klaviyo Quick Action URLs. The Recharge team does not support making changes or modifications to existing structures. The Recharge support team is available to offer assistance and guidance if questions arise. If you need additional assistance, it is recommended that you work with the Klaviyo Support team, an Expert, or a Recharge Agency Partner to support your needs.
Subscription widget
The subscription widget allows customers to purchase products on a recurring basis. Merchants can make basic changes to the subscription widget in the merchant portal. Visit Modifying the subscription widget for information on modifying the subscription widget.
Recharge cannot assist with integrating the subscription widget on non-product pages. Refer to Adding an item to the cart with Ajax, or contact a third-party developer to implement this custom setup.
The widget customizations available can differ depending on your store's Recharge platform. See below for more information.
Recharge Checkout on Shopify
Merchants using the Recharge Checkout on Shopify have access to the liquid widget.
The Recharge Checkout on Shopify may require additional installation or removal steps depending on your theme. Contact the Recharge support team for further assistance.
The Recharge support team cannot help create, troubleshoot, or remove custom widgets. The Recharge support team can troubleshoot unexpected behavior or explain how the widget works.
Shopify Checkout Integration
Merchants using the Shopify Checkout Integration, have access to the Javascript widget.
The Shopify 2.0 Widget is Recharge’s newest widget offering. All Shopify 2.0 themes are compatible with the Shopify Checkout Integration.
The Recharge support team can answer questions about the widgets, or troubleshoot any unexpected issues.
Recharge Checkout on BigCommerce
The Recharge support team provides widget support to merchants using the Recharge Checkout on BigCommerce.
Third-party integrations
See Apps and integrations compatible with Recharge to learn more about integrations compatibility for each platform, and whether they are supported by the Recharge support team or supported by the app developers directly.
Review Scope of support for apps and integrations for additional information on third-party apps and how they are supported.
