Customer management on the Shopify Checkout Integration and Migrated Shopify Checkout Integration
Once your store is on the Migrated Shopify Checkout Integration, how you manage certain customer tasks changes.
This article explains how to:
- Update payment and billing information
- Process refunds
- Identify different subscriber types on the Migrated Shopify Checkout Integration
- Shopify Checkout Integration
- Migrated Shopify Checkout Integration
Quick reference
Task |
Guidance |
| Update payment and billing information | On both integrations, customers can use Send email to update from the customer portal. Merchants can also trigger this from the merchant portal. |
| Refunds on the Migrated Shopify Checkout Integration | Refund location depends on when the customer purchased the subscription. |
| Refunds on the Shopify Checkout Integration | Refunds can be initiated in Shopify or Recharge, but Shopify processes all refunds. |
Customer management on the Migrated Shopify Checkout Integration
Once you complete the Shopify Checkout storefront and store settings conversion, your store is set up for the Migrated Shopify Checkout Integration.
How you perform certain customer management tasks, such as updating billing information or processing refunds, depends on when the subscriber first purchased their subscription.
Stores on the Migrated Shopify Checkout Integration can have the following subscriber types:
- Existing subscribers: Customers who purchased a subscription before your store’s conversion or migration.
- New subscribers: Customers who purchased a subscription after your store’s conversion or migration through Shopify Checkout.
- Mixed subscribers: Customers who purchased a subscription before conversion or migration and later purchased an additional subscription through Shopify Checkout.
Updating payment and billing information if you are on the Migrated Shopify Checkout
Subscribers can update their payment and billing information through the customer portal by clicking Send email to update, which triggers an email from Shopify. See Update billing information – Customer portal.
You can also click Send email to update from the merchant portal. See Update billing information - Merchant portal.
If you use frictionless payment updates, customers can add and update their payment methods in the Recharge customer portal. You can also update the payment method directly in the merchant portal.
Processing refunds if you are on the Migrated Shopify Checkout
Refund processing depends on the customer’s initial subscription date. Recharge recommends initiating all refunds for subscription orders through Recharge while your store is on the Migrated Shopify Checkout Integration.
Subscriber type |
Refund guidance |
| Existing subscribers who purchased before migration |
Process refunds in Recharge. All refunds for this customer type must be processed in Recharge to ensure the customer receives their refund. See Issuing a refund in Recharge. If the original payment was processed through Stripe, you must issue the refund through Stripe. |
| New subscribers who purchased after migration | Process refunds in Shopify or Recharge. See Issuing a refund with the Shopify Checkout Integration. |
| Mixed subscribers who purchased before and after migration | Refund subscriptions purchased before migration in Recharge. Refund subscriptions purchased after migration in Shopify or Recharge. See Issuing a refund in Recharge and Issuing a refund with the Shopify Checkout Integration. |
Customer management on the Shopify Checkout Integration
Once you complete the Shopify Checkout existing subscriber migration (optional), your store will be on the Shopify Checkout Integration.
On this integration, customer management differs from both the Recharge Checkout on Shopify and the Migrated Shopify Checkout Integration.
Update payment and billing information
All subscribers can update their payment and billing information via their customer portal, by clicking the Send email to update button, which triggers an email from Shopify. See Update billing information – Customer portal.
You can also click the Send email to update button from the merchant portal. See Update billing information - Merchant portal.
Refunds
All refunds for subscription orders can be initiated within Shopify or Recharge, although all refunds are processed by Shopify. See Issuing a refund with the Shopify Checkout Integration.
