Configuring customer portal settings

Customers can edit their subscriptions, update billing information, or see their purchase history through the customer portal. 

This comprehensive guide reviews the customer portal sections and the settings you can use to enable or disable certain features.

Before you start

• Recharge does not provide legal advice regarding regulatory compliance for these features and their settings. If you have additional questions regarding regulatory compliance, Recharge recommends seeking legal counsel.

Choose your customer portal theme

1. Click Storefront in your merchant portal and select Customer portal.
2. Click Customize to use either the Unity or Affinity customer portal theme.

Login settings

Manage how customers access the customer portal based on your preferences.

Passwordless login

Recharge recommends using Passwordless login to allow customers to access their customer portal. 

With passwordless login, you send customers a secure four-digit code via email or SMS, allowing them to log in to the customer portal without signing in to their Shopify account. See Passwordless login for more information.

1. Under Passwordless login, choose either:
   1. Allow passwordless login so customers can sign in using a 4-digit code sent via SMS or email.
   2. Don’t allow passwordless login if you want customers to authenticate using their email address and password instead.
   3. After enabling passwordless login, choose how customers receive their login code under How do customers get their login code? Select Send login code by SMS, Send login code by email, or both.
   4. Click Edit SMS template or Edit email template to customize the login message.
   5. Save your changes at the bottom of the page.

Shopify Multipass

Shopify Plus merchants can use Multipass to allow customers to log in to their Shopify account with Recharge’s Passwordless Login Widget.

See Enable Multipass for more information.

Customer portal functionality

Use Customer portal functionality to control which actions customers can take and what information they can see.

1. Click Storefront in your merchant portal and select Customer portal.
2. Scroll down to the Customer portal functionality to update your portal settings.
3. Under Allow customers to, select the actions you want customers to manage on their own, such as:
   • Editing shipping addresses or product details, such as quantity ordered, or changing product variants
   • Rescheduling, gifting, or skipping upcoming orders
   • Switching from regular subscriptions to prepaid orders
   • Changing subscription frequency or viewing plan entitlements
   • Applying discount codes or redeeming gifts
4. If you choose to let customers Edit subscription frequencies a new option displays, called Subscription frequency options. Here you can choose how much flexibility customers have when changing delivery frequency:
   • Select Customers can only choose from the plans you set up for each product to limit changes to existing product plans.
   • Select Customers can choose any frequency, regardless of the product's plans to allow customers to set a custom delivery interval.
5. In Subscription frequency options, also choose whether customers can:
   • Gift an upcoming order instead of skipping it (prepaid items and bundles can’t be gifted)
   • Select a quantity other than 1 when redeeming gifts
   • Choose the one-time option when redeeming gifts
   • Enter discount codes in the customer portal
6. Under In the portal navigation, customers can see, choose what sections appear in the customer portal, including:
   • A list of memberships
   • A schedule of upcoming orders
7. If you allow customers to view upcoming orders, set how far ahead the schedule displays under The schedule of upcoming orders should show the next, up to a maximum of 180 days.
8. Save your changes to apply the selected permissions and visibility settings to the customer portal.

Cross-sells, adds, & swaps

Use Cross-sells, adds, & swaps to control whether customers can add extra products to their next order or swap products in the customer portal, and to manage any active cross-sell flows.

Cross-sells

If you have active cross-sell flows, this section displays a banner confirming cross-sells are added in carousels for your customers. Click Manage cross-sells to review or edit your flows. See Customer Portal Cross-Sell for more information on creating cross-sell flows.

Adds

1. Select Allow customers to add extra products to their next order to let customers add additional products in the customer portal. Strategies that require adding products, such as Win Backs, will override this setting.
2. Under Which products can customers add to their order?, choose which products appear as recommendations:
   • Smart select products: Automatically recommends products based on a customer's subscriptions.
   • Only products from a specific Recharge collection: Limits recommendations to one or more collections.
   • All products with a Recharge plan: Shows only subscription-enabled products.
3. Under How would you like to sort recommended products?, choose a sort order:
   • Recommended by Shopify: Automatically recommends products based on a customer's subscriptions.
   • Product title: A to Z
   • Product title: Z to A
4. Optional: Select Include other variants of the customer's subscribed products to include variants of products the customer already subscribes to, such as different sizes or flavors. When off, variants of the customer's existing subscription products are filtered out of the options shown to customers.
5. Save your changes.

Swaps

1. Select Allow customers to swap between products to let customers replace a product in their subscription with another. Strategies that require product swaps, such as Cancellation Prevention, will override this setting.
2. Under Which products can customers swap to?, choose which products appear as swap options:
   • Smart select products: Automatically recommends products based on a customer's subscriptions.
   • Only products from a specific Recharge collection: Limits options to one or more collections.
   • All products with a Recharge plan: Shows only subscription-enabled products.
3. Optional: Select Include other variants of the customer's subscribed products to include variants of products the customer already subscribes to. When off, variants of the customer's existing subscription products are filtered out of the swap options shown to customers.
4. Save your changes.

Cancellation and retention

Use Cancellation and retention to control how customers cancel, reactivate, or pause subscriptions in the customer portal.

1. Under Allow customers to, choose whether customers can:

   • Cancel subscriptions in the customer portal

   • Reactivate subscriptions in the customer portal

2. Affinity users only - In Customers can cancel subscriptions after, set how long customers must wait before they can cancel a subscription.

   • Enter 0 to allow customers to cancel immediately.

3. Under Pause options, enable Show customers three pause duration options as a step before cancellation to encourage customers to pause rather than cancel.

   • Strategies that require adding products, such as Win Backs, may override this setting.

4. Click Edit pause duration options to customize the available pause lengths.

5. In Frictionless payment method updates, review the current status.

   • Select Deactivate frictionless payment updates to turn this feature off.

6. Save your changes to apply the updated cancellation and retention settings to the customer portal.