Scope of support for Recharge services
Recharge provides many support-based resources that extend beyond the Help Center and technical support services. This guide outlines the extent of support resources Recharge offers for merchants and partners. While Recharge Support is committed to offering assistance for all aspects of the Recharge platform, some troubleshooting may be necessary for your ecommerce platform or third-party app. In such cases, Recharge Support might advise you to get in touch with them and collaborate with your platform or app developer to initiate the support process.
Bulk updates
Tool usage
Merchants should use the bulk managing subscriptions tool for bulk management or the Bulk Updater tool for select bulk updates. These tools allow you to perform your own bulk updates to existing subscriptions, giving you the freedom to update subscription elements without having to wait.
Recharge Support can provide guidance on how to use the bulk update tools, but cannot prepare data files directly or perform bulk updates outside of the exceptions listed in the following section.
Recharge Support
The following bulk updates require the assistance of Recharge Support:
- Prepaid order dates
- SKU regeneration
- Shipping regeneration (Dynamic rates)
Recharge requires at least 50 records to perform a bulk update. Discount uploads require a minimum of 100 codes. Bulk update services are offered as a courtesy. Recharge only works on bulk updates that encompass many subscriptions or subscribers to be the most impactful across requests.
Bulk updates are available during Recharge business hours Monday to Friday, excluding holidays. The CSV file for the update must be sent at least five business days in advance to ensure enough time is available to process the update and confirm the update was successful. Recharge can never commit to same-day updates, nor will requests submitted on Friday be complete by Monday. The Recharge support team cannot validate or prepare data for bulk updates to your store.
If your business model requires frequent bulk updates, the most efficient method is to use the Recharge API. Getting the API set up is straightforward and can be configured with the help of a Recharge Agency Partner or Expert if there is not a developer currently on your team.
Early Adopter Program
The Early Adopter Program, previously known as the Recharge Beta Program, gives merchants and partners early access to new features, who then provide feedback to help improve functionality.
Many of Recharge's Early Adopter products are handled by our Product team directly to help improve the product for general release. Responses may take longer and fall outside the terms of the Recharge Support service levels. Early Adopter products are also not supported via chat or phone channels.
Early Adopter features will likely contain known feature gaps, limitations, and occasional bugs. Recharge recommends that you initially test an Early Adopter feature in a development environment or on a small segment of customers whenever possible to ensure compatibility with your existing set-up, tools, and tech stack.
Service agencies and Upwork
Recharge has partnered with a number of agencies that can provide additional support for merchants including assistance with custom code modifications, portal design and advice on industry best practices. If you want to start working with an agency partner, see the Recharge agency partner directory to filter out vetted partners by expertise, budget, regions, and serviced platforms.
For smaller projects, you may choose to work with an Upwork Partner.
Though Recharge Support may suggest a project may require a partner, the support team cannot advise on custom builds, industry best practices, or confirm whether another merchant has implemented a custom build.
When working with a Recharge agency partner, they are your point-of-contact for your business development needs and project-based troubleshooting. Consult with your agency partner before reaching out to Recharge Support. Recharge agency partners may also contact Recharge as needed on your behalf.
Review Recharge’s design and integration policy and scope of feature support article to learn more about our offerings, as well as where the Recharge support team can provide troubleshooting assistance, or when it is best to contact a partner for complex projects.
Review the Working with third-party developers guide for details on working with Partners.
Migrations from another subscription solution
Recharge offers the ability to do self service migrations. Get started by filling out the migrations questionnaire.
If you have less than 500 rows of data to migrate, see Migrating to Recharge for instructions on how to prepare your CSV and use the Bulk Actions tool to validate your file and process your import.
If you are migrating more than 500 rows, fill out the webform and after your file is fully validated, our migrations team will get the data processed on your behalf.
Recharge Support can help provide the migration form for you to submit, communicate migration requests to the Migration team and handle general questions about migrating to or from Recharge.
The Technical Support team cannot process migration requests or prepare your data files.
Conversions from Recharge Checkout on Shopify to Shopify Checkout Integration
Recharge offers the ability to convert your store from using the Recharge Checkout on Shopify to the Shopify Checkout Integration. Get started by filling out the Request to convert form.
Once the Conversion team has reviewed your request, we will advise on any considerations and discuss next steps.
The Recharge Support team can provide the conversion form for you to submit, communicate conversion requests to the Conversion team and handle general questions following completed conversion to the Shopify Checkout.
The Recharge Support team cannot process your conversion directly. Any questions related to the status of your conversion should be directed to the Conversion team. The Technical Support team cannot prepare any files for you or make changes to your store in preparation of your conversion.
Industry best practices
Recharge provides a number of available resources for merchants on subscription best practices, tips for running your ecommerce business, and industry trends.
The Recharge Support team may provide links to blog posts and articles found on the Recharge website upon request. However, Recharge Support cannot provide consultative services or advice on your business, including business best practices or solutions. Recharge Support cannot confirm or reveal the practices or implementation of other merchants.
For a consultation on industry best practices consider engaging one of our Recharge Agency Partners, Experts, or accessing our available resources:
