Embedded Files
OVERVIEW:
Use this guide when a customer enrolled to B2C Filter Club / Recharge is requesting to modify their subscription
Change of Filter SKU
Change of Filter Variant (one-pack or two-pack)
Change of Quantity
Change Email Address
Edit / Change of Shipping Address
Adding Shipping Address
Change of Charge Date
Change of Frequency
Manual change of pricing
Subscription Cancellation
Shopify > Apps > Recharge Subscriptions > Customer
MANAGE CUSTOMER'S FILTER CLUB ACCOUNT
Launch customer’s Filter Club account through Recharge App or through Shopify.
Via Recharge App: go to the Customers tab and search the customer's account using their email address or first and last name registered on their Filter Club and click on the customer’s name.
Via Shopify: go to More actions and choose Manage subscriptions.
2. Manage customer’s filter subscription by clicking on Actions and selecting on the dropdown depending on the action that needs to be done.
TO CHANGE SKU OF FILTERS SUBSCRIBED
To change the SKU of filter/s, from Actions drop down, click on Swap
2. Select product to swap by searching for filter’s SKU, or by selecting from the list of filters provided.
3. Edit the Quantity and Delivery schedule of the new filter and Swap product.
TO MODIFY THE REST CUSTOMER'S SUBSCRIBED PRODUCTS
From the Actions dropdown, select on Edit
2. To change the Variant, Quantity and Recurring Price, click on Edit subscription product
3. To change Frequency of delivery, click on Edit order schedule
TO CHANGE OR EDIT SHIPPING ADDRESS
Click on Change Address
Changing the address is applicable if customer has multiple addresses on file
Editing address will affect all subscriptions that are being shipped to the same address
TO A NEW ADD ADDRESS
Click on Add new address button in the subscription page
TO CHANGE THE EMAIL ADDRESS
Click on Update profile in the subscription page
SCENARIOS:
Customer accidentally used the wrong email address in their Filterclub
Hubspot automatically changed the email address of the customer
ACTION NEEDED:
Correct the email and customer information in Shopify.
Transfer the order to the correct customer account
Go to the Customer profile page in Shopify > MORE ACTIONS > Manage Subscriptions
If the Recharge account appears when doing this, it means the account is still connected and you may correct the email address in Recharge under Customer profile.
If you get an error "{"errors": "customer not found."}", or the recharge account is under a different email address and can't be changed, you will need to reach out to Recharge support to manually update the customer's account.
TO CHANGE CHARGE DATE
Click on the Address ID / See details, go to the Queued charge, and change charge date or move charge date to today whichever is applicable. Update new date and Save.
TO REACH RECHARGE SUPPORT
Start Chat
Ask to link the customer's Recharge and Shopify account
Provide the customer's email address
Get the Shopify customer ID
(this can be found at the end of the URL when on the customer page in Shopify - see photo below)
TO CANCEL SUBSCRIPTION
Suggest for the customer to cancel subscription from their end by logging in to their Filter Club account/ Subscription Portal
Click on Manage Subscriptions
At the very bottom of the Subscription page, click on Cancel Subscription
2. If the customer is unable to do it from their end, manually cancel the subscription from Recharge app
Open customer’s account in Recharge
Click on the 3 dots of the registered SKU/Product
Click on Cancel subscription
If customer has multiple SKU/Products subscribed, cancel each one individually
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