Fallback offers for Cancellation prevention is now available for all stores, allowing you to set a second offer to be shown if a customer declines the first one during cancellation.

A fallback offer is a second retention attempt shown to customers who choose to cancel after rejecting the first offer. This provides a safety net, if your primary incentive doesn’t land, you still have another chance to prevent the customer from cancelling their subscription. 

Refer to Offer types in the Cancellation prevention documentation for more information. 

Gain deeper credit usage insights with the Credit Performance Dashboard. This dashboard is now available to all Shopify stores with active Rewards flows. This enhanced dashboard goes beyond high-level metrics, providing you with visibility into how, when, and where customers apply their credits. 

Previously, there was not a way to tell when credits were used, where they were applied, or how they impacted customer behavior. This dashboard fills that gap, equipping your team with the insights needed to refine strategies, boost engagement, and drive retention.

In addition to core ledger metrics, this dashboard now surfaces customer usage patterns, such as time from issuance to redemption, and the AOV of credited orders. It also reveals where credits are being applied whether at checkout, through Cancellation prevention flows, Win back campaigns, or the customer portal. 

Access this dashboard in your merchant portal by navigating to the Loyalty dropdown, selecting Rewards, and clicking Credit performance. 

The Delay AND Change Frequency offer type is now live. Customers can now delay their next charge and update delivery frequency to prevent cancellation. 

Cancellation Prevention allows you to create unique churn mitigation strategies to prevent customer churn. There are several survey offer types for you to use when curating the Cancellation survey, allowing you to provide customers with multiple options to meet their unique needs.

Example scenario

A customer receives a shipment every 4 weeks by default and they’ve built up too much product and go to cancel.

Now, the customer can delay the next shipment by 2 weeks and update delivery frequency to every 6 weeks going forward.

Outcome: The customer stays subscribed with timing that fits how they actually use the product.

See Offer types for a full list of available offers.

An enhanced Upcoming Order Email, optimized to boost retention and increase AOV, is now available to all stores. 

The Upcoming Order Email is a customizable email notification that alerts customers about upcoming subscription orders and allows them to take action, like delaying an order or adding products, without logging into their customer portal.

The experience includes quick action landing pages, built-in cross-sell options, flexible delay settings, and full styling control. Customers can make changes with a single click, and merchants can target, test, and optimize emails based on customer behavior—no coding required.

For more information on the upcoming order email, refer to our documentation.

Multi-currency Credits are now available to all stores using Credits. International customers can now view their credit balances in their local currency. While credits will still always be held in the store’s default currency, this new update improves how they’re displayed and applied across multi-currency charges.

Multi-currency Credits automatically converts a customer’s credit balance to match the currency of their recurring charge if their presentment currency differs from your store’s default currency. 

What's new: 

• Credits Now Display in Local Currency: When enabled via credit settings, credits are automatically converted on a daily basis to match the currency the customer shops in. 
• Converted Across Key Customer Touchpoints: Converted credit balances now appear across key Recharge experiences — including the Affinity Customer Portal, Cancellation Prevention, and Win Backs pages.
  
  
  To learn more, see How-to use Multi-currency Credits.

Grace period and Batch rolling expiration are now available for all stores with the Retain plan. Our new credit expiration models allow you to set an expiration timeline for customer credits after they’re added to an account. Once credits expire, customers can't use them for future orders. 

 The following expiration models are now available for all store's with the Retain plan. 

• Batch Rolling expiration – Credits expire X days after the customer's last storewide purchase, not issuance. Predictable for customers, easier for you to manage. 
• Grace Period expiration – After cancellation, customers get a limited window to come back and recover their credits - ideal for powering win-back flows with a greater sense of urgency.

See the following articles to read more about Credits and Credit expirations. 

We’ve upgraded Win Backs with branded default templates that automatically match your store’s look and feel—no coding or design work required.

Now, you can launch Win Backs drip campaigns in minutes, with a smooth, on-brand reactivation experience starting from the very first email. 

New drip campaigns will include these improved emails by default. For more information on creating a Win Back drip campaign, see How to set up Win Backs: Through Recharge.

An enhanced Upcoming Order Email, optimized to boost retention and increase AOV, is now available to all stores through our Early Adopter Program. 

The Upcoming Order Email is a customizable email notification that alerts customers about upcoming subscription orders and allows them to take action, like delaying an order or adding products, without logging into their customer portal.

The experience includes quick action landing pages, built-in cross-sell options, flexible delay settings, and full styling control. Customers can make changes with a single click, and merchants can target, test, and optimize emails based on customer behavior—no coding required.

For more information on the upcoming order email, refer to our documentation.

The Swap AND Discount offer type is now live — a new combined offer that gives customers a stronger reason to stay by adding a discount to the swapped product. 

Cancellation Prevention allows you to create unique churn mitigation strategies to prevent customer churn. There are several survey offer types for you to use when curating the Cancellation survey, allowing you to provide customers with multiple options to meet their unique needs.

Swap AND Discount gives customers a reason to reconsider, “Try this on us — we want you to stay.” See Offer types for a full list of available offers. 

We’ve made failed payment recovery smoother than ever. With the new payment methods landing page, merchants can send customers to a dedicated, standalone page to fix card issues, skipping the login and avoiding portal distractions. By enabling this feature in your advanced Failed Payment Recovery strategy, you can provide a seamless, optimized experience for updating payment information after a payment failure.

Key benefits:

• Reduces friction for stores with custom customer portals by allowing customers to resolve their payment issues immediately without logging in.
• Minimizes distractions by displaying only the specific payment method that needs to be updated.
• Expands access to frictionless payment updates. Stores using Shopify Payments with custom customer portals can now leverage our frictionless payment updates feature exactly when it matters most–after a payment failure. 

See How to create an advanced Failed Payment Recovery strategy for more information on how to leverage the payment methods landing page.