Retain customers by allowing them to apply credits directly in Cancellation Prevention Survey. Available to merchants with our Retain package.

We’ve added a button to the existing credit balance reminder block on the landing page for Cancellation Prevention. This button allows customers who are viewing the cancellation survey to apply existing credit to their next order instead of cancelling. The Cancellation Prevention survey page reminds customers of their remaining balance prior to cancelling a subscription, and if they click the "Apply credits and keep subscription" button they are redirected to their overview page in the customer portal to apply these credits. 

To learn more about how to add this functionality to your Cancellation Prevention experience, see Add a credit reminder to the cancellation survey. 

All merchants can now fully translate their Cancellation Prevention flow into multiple languages, enabling seamless and localized experiences for customers across different regions.

Previously, it wasn’t possible to translate these pages into multiple languages, which created challenges for stores serving customers in non-English-speaking regions. The Cancellation Prevention strategy now fully supports translations into multiple languages.

To learn more about translating your Cancellation Prevention strategy, see How to translate your Cancellation Prevention strategy.

The payment methods page now has an optimized payment error experience in the Affinity customer portal. Available for stores with Retain or Failed Payment Recovery.

If a customer lands on the payment methods page and has a payment error associated with a charge - they are now presented with a payment error banner at the top and a call-to-action to update their payment method:

Note: You do not need an active Failed Payment Recovery flow to see the change.

Customer Portal Announcements is now generally released! This feature 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 announcements.

Merchants can now create more targeted win-back strategies by presenting custom offers to customers who canceled their subscriptions based on specific criteria: Cancelled Products and Cancellation Reason. Available to merchants with our Retain package.

This update allows merchants to tailor offers with greater relevance, such as providing discounts on high-value products or suggesting alternatives for items customers didn’t enjoy. These personalized strategies improve the chances of winning back canceled subscribers and boosting customer retention.

To learn more about building a strategy with these new filters, see How to target customers based on cancelled subscriptions when building Win Back campaigns.

This feature streamlines the process for customers to update or add new payment methods directly in the customer portal, eliminating the need for additional emails or logging into services like Shop Pay. Customers can add and edit payment methods directly in the Recharge customer portal instead of having to be sent an email.

Learn how to enable this payment feature in our documentation.

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.

• 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.

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.

When customers enter your Failed Payment Recovery strategy, they can now see how much store credit they're leaving behind. Available to merchants using Failed Payment Recovery and Store Credits.

Store credits & Failed Payment Recovery are core Retain features that merchants can now leverage together to help reduce customer churn.

Merchants can add this code block themselves by creating a new strategy or duplicating an existing strategy and editing their notification nodes.

For more information, please see our documentation.