Managing customers in the merchant portal
When customers make a subscription purchase, a customer account is created to help efficiently manage subscriptions. Customers can manage their subscriptions through the customer portal, however, they may contact you to make changes to their accounts instead.
This guide explains how to access the merchant portal for a specific customer and how to manage customers in Recharge.
Watch a video
Take a moment to review this walkthrough video of the Customer Details page.
Access the Customer Details page
Access customers in Recharge
- In the merchant portal, select Customers, then click Customers in the dropdown.
- Use the Search bar to search for a specific customer. You can search using the customer's name or email address.
- Select the customer's name to access their Recharge account.
Access the merchant portal through Shopify
Navigating between Shopify and Recharge is easy with the Manage Subscriptions Quick Link, which allows you to access the merchant portal directly from Shopify.
When managing customers in Shopify, click More actions and select Manage subscriptions to automatically open the merchant portal for a specific customer in Recharge.
Manage your customers
Manage and update your customers through the merchant portal:
Customer management actions
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Add a customer manually:
- Merchants using the Recharge Checkout for BigCommerce can manually add a customer to Recharge and create a subscription for them.
- Merchants using the Shopify Checkout Integration can manually create customers in Recharge and add subscriptions to those customers.
- If your store has frictionless payment methods enabled, you can manually add a payment method to an existing customer from their customer details page in Recharge. Navigate to the customer's profile and select Payment methods to add a new card.
- If your store does not have frictionless enabled, you cannot manually add a payment method in Recharge. Shopify requires all new subscription customers to complete checkout on Shopify so that the initial payment token can be securely created in Shopify Checkout.
- Edit customer information: You can update a customer's shipping information or both the billing address and credit card information on file.
- Delete a customer: You can delete a customer to remove all customer information from your business.
- Block customers from receiving recurring subscriptions: Use Recharge's block customer feature to prevent recurring orders from being processed for specific customers, helping you prevent fraud.
Subscription management
- Manage existing subscriptions: Access the Subscription details page in the merchant portal to view charge information or make changes to existing subscriptions, such as editing the product price or shipping frequency.
- Bulk edit subscriptions: Make changes to multiple products in a subscription at once with the bulk edit function.
- Cancel or delete a subscription: Cancel or delete a customer's subscription in the merchant portal.
- Change subscription pricing for existing customers: Manually adjust subscription product prices.
- Manually add or remove a free gift from a customer's upcoming order: Depending on your plan, you can manually add or remove free gifts from a customer’s upcoming order.
Account and address management
- Merge customer accounts: At this time, it’s not possible to merge customer accounts on Recharge. It is recommended to add products to the intended customer profile and delete the old profile.
- Merge addresses: To merge subscriptions to one address from multiple addresses, you can use the address merge feature.
Monitoring and communication
- View subscription events: Use the Event History in the merchant portal to see when changes were made to the subscription or account, and who made them.
- View and edit customer communication preferences: Use the communication preferences section to view what messaging channels your customers have consented to, or to update their consent statuses.
Access the customer portal
Save time by empowering your customers to manage their subscriptions themselves.
Customers can log in to their customer portal and make many of the above changes themselves, depending on the permissions you have set.
