Failed Payment Recovery email analytics are now available for stores that use a custom customer portal.

In the past, merchants who hosted their own customer portals had to replace our {{customer.customer_portal_payment_methods_url}} variable with their custom customer portal URL. This was necessary to ensure customers were directed to the payment methods page in their specific customer portal when setting up their FPR strategy, but they didn’t get to take advantage of key email analytics, such as unique click rate and payment method update rate.

Users can now seamlessly set an FPR strategy to send customers to their custom customer portal. This is done in a self-serve manner. The user setting up the strategy is prompted to tell us where they want the variable to direct customers, and based on their response, Recharge automatically swaps out the variable associated with the custom customer portal URL.

To learn more about setup, see our documentation.

Customers checking out with Shop Pay can now see post-purchase offers! 

Previously, when customers checked out using Shop Pay, the post-purchase offer page was skipped. As a result, fewer customers saw post-purchase offers, even if they met the trigger conditions. 

Customers checking out with Shop Pay can now see post-purchase offers. Shop Pay accounts for 20–50% of checkout traffic for many brands, making this update a significant improvement for store's providing post-purchase offers to their customers.

To learn more about Post-purchase Cross-sell, see Getting started with Post-purchase cross-sell and How to build a Post-purchase cross-sell strategy.

• Win Back Title: Update experience name
• Landing Page Copy: Adjust text like headlines and CTAs.
• Email Content: Edit the subject line and email body.

• Emails: updates only affect future sends—already sent and opened emails remain unchanged.
• Landing pages: anyone with access to the page will see the revised version, even if they visited it previously.

Notification emails from unauthenticated domains will now be sent from no-reply@rechargeapps.com, improving reliability and reducing the risk of emails being flagged as spam.

As email providers tighten spam filter rules, unauthenticated domains face higher risks of email delivery issues. This update ensures emails are more likely to reach customer inboxes, especially during critical periods like the holiday season.

For unauthenticated domains, the sender address now defaults to no-reply@rechargeapps.com and you will see a homepage banner encouraging domain authentication and warnings on the Notification edit page for unauthenticated emails.

Next Steps:
Authenticate your domain to retain a custom sender address and maximize email deliverability. Learn more in our help center.

The Payment Recovery Summary now offers you critical insights to optimize revenue retention without needing additional tools.

• Recovery Rate Tracking: Now, all stores can view and track their charge error recovery rates in near real time. Previously, this functionality was only available with additional tools like Failed Payment Recovery (FPR) or third-party integrations.
  
  
• Stalled Charges Insight: Traditional churn metrics don’t fully capture the revenue impact of charge errors. With our new “Stalled Orders” metric (orders that have remained in error status for over 60 days without subscription cancellation) you can now quantify lost revenue from errors that didn’t result in cancellation but still impacted the bottom line.

Learn more about these new Analytics in our help center.

Here's what our Product Team was up to in October:

Grow

• NEW Checkout Cross-sell: Showcase one-time and subscription products at checkout so customers can easily add additional products to their order. 
• NEW Post-purchase Cross-sell: Encourage customers to add an additional product to their order after checkout with time-sensitive offers.

Retain

• Immediate charge for Win Backs: Receive instant payment upon reactivation with WIn Backs. This prevents system gaming and provides a seamless checkout experience for returning subscribers.
• NEW (Early Adopter Program) Drip Campaigns in Win Backs: Create an email series aimed at reactivating inactive customers using multi-step campaigns (including our 3-email template) directly within Recharge.
• A/B testing for Failed Payment notifications: Optimize your Failed Payment Recovery strategy by A/B testing notification settings like subject line, email content, styling and calls-to-action.
• Failed Payment Recovery shows store credits “left behind”: Reduce customer churn by displaying how much store credit will be lost if the user completes their cancellation.

Analytics

• Drilldowns in Analytics reporting: Analytics reports now allow in-depth exploration of analytics datasets, providing access to key information that powers calculations in our Revenue, Subscribers and Subscription reports.

Core Features

• NEW (Early Adopter Program) Prepaid Enhancements: Offer Prepaid subscriptions on the same product page as your Subscription and one-time options - without any custom code needed - eliminating the need for individual SKUs for the same product.
• Recharge Checkout blocked: As of Oct 18 2024, Shopify stores (SCI, RCS and migrated Shopify stores) can no longer access the Recharge checkout or checkout APIs.
  
  
  

In Upcoming order cross-sell, merchants can can now drag the "Time Delay" node after the trigger (or at the beginning of a branch).

We've gotten feedback that merchants want to delay the cross-sell and notification. Without the time delay node, we would make the cross-sell offer and send the notification immediately after the triggering charge is processed. This leads customers to believe that when they accept the one-time offer, the added one-time will show up in the order that was just processed. However, the one-time will be added to their next queued order.

With the time delay node, merchants can delay until the customer receives their triggering order before creating the cross-sell offer and notifying the customer. This way, shoppers don't get as confused, and they more easily understand when the one-time is expected to be delivered (with their next order).

Learn more about building an upcoming order cross-sell subscription experience in our documentation.

The Customer Portal Announcement Early Adopter Program allows you to engage customers directly in the customer portal with an announcement banner, maximizing the reach of existing Rewards experiences. This experience is available for Shopify stores with the Retain package.

Common use cases you can implement using this experience:

• Reward punch card: The Customer portal announcement can simulate a punch card that customers would use in a brick-and-mortar store. Consider using a punch card to reward customers for Streak order milestones and Spend milestones. 
• VIP Program/tier education: Let customers know what tier or program they’re in based on conditions you set. For example, you could tell customers that they are a Silver member if they spend at least $200, and reward Silver members with a discount of 25% off.
• Subscription product education: Provide customers with information and benefits about the product they’ve purchased. For example, you can tell customers they will see the best results after 90 days of use.
• Offers and promotions: Announce promotions to customers directly in the customer portal, and let customers know about BFCM cash back or discount  promotions, seasonal cash back or discount promotions, Upcoming sales or promotions

For more information on use cases and step-by-step configuration, see Customer portal announcement Early Adopter Program.

You can now offer Prepaid subscriptions on the same product page as your Subscription and one-time options - without any custom code needed!

Analytics reports now allow in-depth exploration of analytics datasets, providing access to key information, such as subscriber lists for metrics (e.g., Active Subscribers).

You can now utilize our Reports in order to do the following:

• Visual metric comparisons to easily interpret data.
• A Report tab, that includes a summary row and period rows.
• Drill-Down Tab: New functionality to view detailed individual records underlying each metric, enabling a more granular data analysis.
• Export both aggregated metrics and detailed drill-down data, improving data flexibility and external analysis.

For further information, refer to our help guide.