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.

Smart select intelligently uses the first item in a customer's order to choose the best product to cross-sell - and is now available for your Post-purchase page.

With Smart Select, you can automatically display the right product to your customer with no manual setup required. 

Head to Cross-sells & Upsells > Post-purchase Cross-sell to set this up, and see our help doc for more information.

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

Subscriptions, Analytics, & Customer Portal

• Unity customer portal: The Unity customer portal theme is available to all Shopify stores using Shopify customer accounts. Unity allows subscribers to manage their upcoming orders and subscriptions directly within their Shopify account without navigating to a separate Recharge portal.
• New Automate conditions: We’ve added three powerful new branch conditions to Automate: country, ZIP code, and segment, offering brands more control and flexibility when tailoring Automate flows.
• Frictionless payment updates supported in the merchant portal: Brands using frictionless payment updates can now add Shopify payment methods directly within the merchant portal, streamlining the payment method update process.
• Subscription Renewal Rate dashboard now available: This new dashboard provides visibility into the full renewal journey, tracking what happens between when a renewal is scheduled and when it is processed or lost. 
• New merchant Home page: All Shopify stores now see a refreshed home page that highlights smart feature recommendations, quick links to the dashboards merchants use most, and a central view of the most important subscription metrics —making it easier to take action, faster.

Loyalty & churn tools

• Multi-currency credits now available: International customers can now view their credit balances in their local currency. While credits will still be held in the store’s default currency, this new update improves how they’re displayed and applied across multi-currency charges.
• Grace period and batch rolling credit expiration: Our new credit expiration models allow all stores with Retain 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. 
• Rewards and Referrals offer styled default email templates: Previously, all Rewards and Referrals emails were plain text. Now, these emails come with out-of-the-box templates that automatically match store branding with no coding required.

Upsells & cross-sells

• Checkout Upsell supports Bundles: Checkout Upsell is now compatible with Recharge Bundles, including both Upsell all and Upsell line items. Customers with one-time bundles at checkout can now convert to subscriptions easily, with the savings highlighted during the experience. 
• 'Swap and discount' combined offer in Cancellation Prevention: A new combined offer that gives customers a stronger reason to stay by adding a discount to the swapped product. 
• Payment methods landing page available in advanced Failed Payment Recovery strategies: With the new payment methods landing page, brands can send customers to a dedicated, standalone page to fix card issues, skipping login and avoiding portal distractions.

SMS, email & notifications

• Upcoming Order Email: 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.
• Improved visibility into Concierge SMS conversations: Brands can now view and search customer messages in a centralized inbox. New analytics also highlight the types of requests Concierge handles, making it easier to spot trends and measure impact.

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. 

Checkout Upsell is now compatible with Recharge Bundles, including both Upsell All and Upsell Line Items.

Customers with one-time bundles at checkout can now convert to subscriptions easily - with the savings highlighted during the experience. 

For Dynamic Customizable Bundles, Upsell All is recommended, as these bundles consist of line items. To preserve bundle integrity, individual line item upsells are automatically disabled for these bundle contents.

To get started, head to Cross-sell & Upsell in your Recharge admin. Check out our help documentation for more details.

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.

The Unity customer portal theme is now generally available to all Shopify stores using Shopify customer accounts. 

Unity allows subscribers to manage their upcoming orders and subscriptions directly within their Shopify account without navigating to a separate Recharge portal.

Historically, managing customer accounts and subscriptions through separate portals for both Shopify and Recharge has led to a disjointed purchasing journey. With Unity, merchants can offer one central self-serve portal. Customers can intuitively manage deliveries, skip orders, and stay fully engaged with your brand all in one place.

For more information, see Using the Unity customer portal.

Previously, all rewards and referrals emails were plain text and didn’t reflect the look and feel of your brand. Now, all rewards and referrals emails come with out-of-the-box templates that automatically match your store branding—no coding required.

See our documentation to discover all the features available with Rewards and Referrals.