Let customers instantly update subscription quantities via SMS, no support required.

Concierge can now automatically handle subscription quantity change requests, resolving them in real time without merchant or support team intervention.

When a customer asks to update their quantity, Concierge identifies the request, confirms the details, applies the change, and sends a confirmation message once complete.

Supported actions include:

• Increasing quantity
• Decreasing quantity

Concierge can also handle customers with multiple subscriptions by asking clarifying questions to identify the correct one before making updates.

If a request can’t be resolved automatically, Concierge will fall back to a human handoff. Requests to set quantity to 0 or remove a product will trigger the cancellation flow and direct customers to the customer portal.

This update helps reduce support volume while delivering faster, more seamless customer resolutions.

Get full visibility into Concierge flow runs to monitor, audit, and troubleshoot with confidence.

The Activity tab is now available in Concierge, bringing it to feature parity with Rewards and Automate.

You can now:

• View Concierge flow results
• Search for a specific customer’s flow runs
• Inspect individual runs to understand outcomes

This gives you a consistent way to review and debug flows across all experiences.

See How to view and debug Concierge experiences using the Activity tab for more information.

Get a more complete view of email performance, with the option to filter for human-only engagement.

Email Analytics now includes bot opens by default, giving you a more comprehensive view of engagement across Failed Payment Recovery, Upcoming order, and Win Back emails.

Previously, bot opens were excluded based on heuristic detection, potentially leading to underreported metrics and inconsistencies. By including all opens, dashboards now reflect the full set of engagement data.

If you prefer, you can still filter out bot opens to view human-only metrics.

Historical data has also been backfilled to provide a more consistent view over time.

Let customers swap subscription products directly over SMS—no portal required for common requests.

Concierge now supports guided, in-conversation product swaps, allowing customers to update their subscriptions over SMS without being redirected to the customer portal for straightforward changes.

When a customer requests a swap, Concierge walks them through the necessary steps: confirming the current product, selecting the new one, and adjusting details such as variant, selling plan, or quantity as needed. Once confirmed, the swap is completed directly within the conversation using Recharge’s standard subscription update flow.

For more complex scenarios, like bundle configuration or unsupported line items, Concierge will still direct customers to the customer portal, ensuring they always have a clear path to complete their request.

This update helps reduce friction by keeping simple subscription changes within SMS, creating a faster, more seamless experience for subscribers.

You can track successful product swaps in the Outcomes section of the Performance tab. This feature is enabled by default but can be turned off if needed.

See Understanding Concierge SMS for SMS subscription management for more information. 

Recover more revenue by automatically charging a customer’s backup payment method when the primary fails.

Backup Payment Methods is now live for all merchants. When a customer’s primary payment method fails, Recharge will automatically attempt to charge any other saved payment methods. If successful, that method becomes the new primary for future orders to that address.

You can control whether customers are opted in or out by default, which is especially important for regions with stricter GDPR requirements.

You can also:

• Identify charges processed with a backup method in the Charge Timeline or Charges export
• View each customer’s opt-in status directly on the Customer Details page

See Enabling backup payment method retries to recover failed charges and reduce churn for more information.

Advanced mode lets you unlock advanced customizations for your punch card experiences.

Punch Cards now make it easier to build anything from simple rewards to more sophisticated loyalty programs with the new Advanced mode.

Start with a guided setup to define your audience and reward milestones. When you’re ready for more control, switch to Advanced mode to automatically generate a pre-built flow; there's no need to start from scratch.

From there, you can layer in advanced logic like A/B testing, customer segments, and Klaviyo notifications, all within the same flow.

To keep things streamlined, punch card display settings are managed directly within the Punch Card node once you’re in Advanced mode.

See How to set up punch cards for more information. 

You can now dynamically update a customer’s shipping rate within Rewards flows.

We’ve introduced a new Update shipping rate node in Rewards, allowing you to modify shipping prices on a customer’s address based on flow conditions.

With this update, you can set a custom shipping price, optionally define a title and code, and update the address associated with the processed charge. These updates persist across future recurring charges until changed again by another flow or update.

The node also supports multi-currency configurations. By default, shipping rates are converted from your store currency, or you can define custom prices per currency. Any unspecified currencies will automatically use the converted store currency value.

This update gives you more control over shipping as a retention and incentive lever. You can reward loyal customers, create targeted shipping promotions, and adjust shipping logic without manual intervention.

Examples include:

• Reducing shipping after a customer’s third order to encourage retention
• Applying free shipping after a set number of orders
• Offering promotional shipping rates tied to specific products or campaigns
• Creating VIP experiences with permanently reduced shipping rates

See Understanding the Update shipping rate node for Rewards flows in the Recharge Help Center for more information.

Swap a specific subscription in Automate with a single node, without a Smart Loop.

You can now create email notifications when building a punch card experience to notify customers of their earned rewards.

Configure automated email notifications alongside your reward milestones and display settings to ensure customers are notified the moment they earn a reward. This creates a seamless, high-touch loyalty experience and lets you launch everything in a single setup flow, reducing friction and delivering that “moment of delight” automatically.

See Setting up milestone-based loyalty rewards with dynamic punch cards for more information.