We've released three new Benchmarks as part of our Analytics suite; Renewal rate, Payment error rate and Payment error recovery rate. You can find them in Analytics → Dashboards → Performance → Benchmarks.

Renewal rate

• The percentage of subscriptions that were scheduled to renew in a given period and actually did renew, even if the payment was processed on a different date.

Payment error rate

• Percentage of attempted orders that failed initial processing on their scheduled date within the reporting period.

Payment error recovery rate

• Percentage of payment attempts that failed on their scheduled date within the reporting period, but were later retried and processed successfully.

For further information regarding Benchmarks, please refer to our help documentation.

New Reward flows now evaluate the recently processed charge in order to trigger a flow, instead of the upcoming one. This means Rewards are now based on the order that has just processed - rather than the next scheduled order.

While this is the default behavior, you can still go the the settings cog in your Rewards flow to swap back to the upcoming charge if this is preferred. This only impacts inactive, unpublished flow - not existing active ones.

For more information, see our documentation.

Starting on September 24th, 2025, we’ll begin rolling out improvements that ensure when a customer skips a future order, the skip is reliably honored. With these changes, customers’ future skips will remain in place even after most subscription updates (like product swaps), helping reduce confusion, prevent accidental charges, and minimize churn.

What’s changing?

• Historically, if a customer skipped a future order and their subscription was later updated (e.g., a product swap), the future skip would be removed.
• With this update, future skipped orders will now be retained when changes are made to a subscription, with the exception of updates to the subscription’s charge date, order frequency, or address assignment.
• When the next charge date or order frequency is changed, or when a subscription is moved to a different address, the future skips will be removed, as the desired skip behavior can vary by use case. When this happens, we will:
  1. Emit a new subscription/skip_invalidated webhook so you can take action if needed (e.g., re-skipping). (API documentation coming soon)
  2. Add a skip invalidated event to the customer timeline, including the original skip date.

Our Unity customer portal now supports adding a new bundle or swapping to another one.

What’s new?
Unity now includes a native bundles widget — allowing customers to:

• Add a new bundle to their order
• Swap an existing subscription to a bundle
• Manage bundles directly within Unity, with no redirects.
• See a summary with selected products
  
  Read more in our Unity Customer Documentation.

Shoppers can now add products to their upcoming orders directly via Concierge SMS. This feature reacts to a shopper’s request, confirms product, variant, and frequency where needed, and adds the product to their order - all within a text conversation.

Concierge SMS respects existing customer portal rules, so product additions follow the same restrictions already in place - for example, only adding products from a specified collection.

A new "Product Add-ons" metric is now available on the SMS overview page, showing gross revenue generated from products added to existing orders, whether as one-time items or subscriptions.

Please refer to our help center documentation for more information about Concierge SMS.

Recharge now classifies when order errors are due to inventory issues, and reflect this in two new order errors.

Support Docs:

• Managing Order Errors
• Understanding Order Errors

Here's what our Product team was up to in August:

Subscriptions

• Shop Pay payment method updates: Shop Pay now supports direct editing of payment methods for subscriptions. Customers can now delete, add, and update an existing payment method on Shop Pay and Recharge will automatically sync any updates to payment methods via a webhook when the customer’s next order is attempted.
• New charge error ‘Payment method revoked’: Recharge now identifies when customers remove payment methods from existing subscriptions in Shop Pay.
• Customer tags condition in Revenue tools: Quickly filter or apply rules based on customer tag conditions pulled directly from Shopify.
• Dynamic Pricing enhancements: Workflow creation is no longer necessary to set up dynamic pricing.

Loyalty & churn tools

• Activity export for Win Backs: Export detailed activity for Win Backs making it easier to dig into customer-level actions, analyze performance, and debug customer complaints.
• Fallback offers for Cancellation Prevention: 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.

SMS, email & notifications

• ‘Ship now’ on Concierge SMS: Concierge SMS can now respond conversationally to “Ship now” or “Process today” requests from customers. Instead of delaying charges to the next day, we immediately confirm and process the order.

Concierge SMS can now respond conversationally to “Ship now” or “Process today” requests from customers. Instead of delaying charges to the next day, we immediately confirm and process the order.

This makes the experience clearer and more effective for customers, while giving merchants a better way to handle urgent shipping requests.

Refer to our help center documentation for more information about Concierge SMS.

• Check which customers successfully reactivated
• See which incentive was applied (e.g., % discount) and which products were reactivated
• Identify which email/offer drove the reactivation
• Troubleshoot customer complaints (e.g., “I didn’t receive this offer”)

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.