Recharge Introduction

SHOPIFY - RECHARGE

What is Recharge?Recharge is an extension of Shopify. It is a subscription management platform that allows Shopify store owners to offer subscription-based products to their customers. Recharge seamlessly integrates with Shopify to provide businesses with the tools to manage recurring billing, subscriptions, and customer accounts.

Subscription Management: Recharge enables Shopify merchants to create, manage, and scale subscription products. Customers can subscribe to products, choose their delivery frequency, and manage their subscriptions directly through the store.

Recurring Payments: Recharge handles recurring payments and billing cycles, offering automated invoicing and seamless payment processing through Shopify's payment gateways.

Customization: Merchants can customize subscription options to suit their products and business model, allowing for flexibility in terms of delivery frequency, pricing, and more.

Customer Account Portal: Recharge provides a customer-facing portal where subscribers can manage their subscriptions, update payment details, skip orders, or cancel their subscriptions.

Analytics and Reporting: Recharge offers reporting features that help merchants track subscription performance, analyze customer retention, and improve their subscription model.

Integrations: Recharge integrates with various Shopify apps, email marketing platforms, and analytics tools to offer a more complete e-commerce solution for merchants.

RECHARGE- Account Management

Member’s account tool: This is where we process PAID orders for our members. [CS SERVICE FACING]

Customer’s Information
View Customer Subscription
Billing Address Update
Shipping Address Update
Payment Update
Order history
Delivery Schedule
Adjust subscription plans.
Recharge history will show all paid orders only (recent orders)
Account Timeline/History
Upcoming Orders
Cancel Subscription
Reactivate Subscription
Swap Subscription
Edit Subscription Frequency
Reschedule Next Order
Process order
Skip Order
Reschedule Order
Process REFUND
Add New Product
Add New Address
Create NEW Account

Subscription Cancelation for Duplicate/Multiple Accounts

Cancelation of Duplicate Account

Cancelation Reason List:

CS- I need it sooner
CS- Too Expensive, It's not worth the price
CS- Too Expensive, Financial Hardship
CS- I no longer use it, My cat passed/I no longer have a cat
CS- I no longer use it, I use another brand of litter
CS- I no longer use it, My cat won't acclimate
CS- I no longer use it, I want more options or variety
CS- I no longer use it, A subscription is too hard to maintain
CS- I no longer use it, I'm moving
CS- I no longer use it, I changed my mind
CS- I created by accident, I am already subscribed
CS- I created by accident, This was a one-time order
CS- I created by accident, This was a gift
CS- I get PrettyLitter elsewhere, Target
CS-I get PrettyLitter elsewhere, Walmart
CS-I get PrettyLitter elsewhere, PetSmart
CS- I get PrettyLitter elsewhere, Amazon
CS- I get PrettyLitter elsewhere, Chewy
CS- I get PrettyLitter elsewhere, Other
CS- I have more than I need
CS- I had a poor experience, Product complaint, Other
CS- I had a poor experience, Dust
CS- I had a poor experience, Litter Tracking
CS- I had a poor experience, Odor Control
CS- I had a poor experience, Poor Website Experience
CS- I had a poor experience, Delivery took too long
CS- I had a poor experience, Poor Reviews
CS- I had a poor experience, Unhappy with service
CS- No reason provided

Quantity and Frequency Limits

Bag Quantity and Frequency Limits Proposed Macros:

Bag Quantity/Frequency Change: Outside Limits | Education
Bag Quantity/Frequency Change: Outside Limits | Exception Request
Bag Quantity/Frequency Change Exception Request | Approved
Bag Quantity/Frequency Change Exception Request | Declined

FAQ

Question #1:

What if the order is anywhere between 1-12 bags and CX wishes to adjust the frequency to less than 4 weeks?

Answer: Business as usual. Agents can proceed with the request since the quantity is within the recommended limits.

Question #2:

What if the customer is already receiving more than 12 bags (e.g. 24), with previous orders having similar quantities— but now, CX would like to place their order sooner than scheduled?

Answer: Business as usual. Assist the CX with placing their usual order as requested.

We're not going to call them out for having too many bags nor reset expectations on order limits. We're also not going to add more bags nor shorten their frequency.

SHOPIFY- RECHARGE TIMELINE

Note: Another admin user we may be seeing in the Recharge timeline.

PrettyLitter currently operates in three Recharge type: US Recharge, Canada Recharge, and Mexico Recharge.
Any line item indicated as [super] means that the action was done or completed by the customer. This is from US Recharge.
Any line item indicated as [general] means that the action was done or completed by the customer. This is from Canada Recharge.
Any line item indicated as services@prettylitter.com means that the action was done or completed by our Billing Recovery Team.

What is Billing Recovery Team?

They are our customer support from the LTV Plus outsourcing company performing outreaches to update customers’ billing information.

LET'S PRACTICE!

Shopify Link

Thorough Navigation of the RECHARGE TOOL

Dummy Account

Names: CS TEST ACCOUNTEmail Address: accounts@prettylitter.com

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