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.

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 and swaps

Use Cross-sells and swaps to control whether customers can add products to their subscription or swap products in the customer portal.

1. Under Can customers add or swap products in the portal?, choose which actions customers can take:

   • Select Customers can add more products to allow customers to add additional products to their subscription.

     • Strategies that require adding products (such as Win Backs) may override these settings.

   • Select Customers can swap between products, allowing them to replace a product in their subscription with another.

   • Strategies that require swapping products (such as Cancellation Prevention) may override these settings.

2. Under Which products can customers add to their order or swap to?, choose which products appear as recommendations:

   • Select Smart select products to automatically recommend products based on a customer’s subscriptions.

   • Select Only products from a specific Recharge collection to limit recommendations to one or more collections.

   • Select All products with a Recharge plan to show only subscription-enabled products.

   • Select All products, whether they have a Recharge plan or not to show all products in your store.

3. Save your changes to apply the selected cross-sell and swap options to the customer portal.

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.