Subscriptions bring repeat revenue. They also bring repeat tickets.
Skip, swap, pause, cancel, failed card, where's my box. We configure Recharge and connect it to your help desk so subscribers help themselves, agents see the subscription next to every ticket, and each cancellation gets a save attempt before it goes through.
Sound familiar?
Recharge's own onboarding gets the subscription live.
The support side is where it pays off, and that's the part we do.
What We Do
What We Do With Recharge
Recharge is the subscription platform behind most subscriptions sold on Shopify stores: recurring billing, the customer portal, cancellation flows, failed payment recovery, bundles, and analytics, all running on Shopify's checkout.
Recharge gets the subscription live. We make it supportable: a portal that handles the routine requests, flows that save the cancellations worth saving, and a help desk that shows agents the subscription without a second tab.
Help Desk Integration
Gorgias is the help desk Recharge integrates with natively, and it's where most of our Recharge work happens: the subscription appears next to the ticket, and agents skip, swap, reschedule, or cancel without leaving the conversation. For Zendesk, Front, Freshdesk, and Intercom we build the connection through Zapier (we're a Platinum Partner), Recharge webhooks, and the Recharge API, so failed charges, cancellations, and upcoming orders show up where your team already works.
Setup and Configuration
Subscription widgets, customer portal, upcoming-order emails, passwordless login, notification cadence, and the checkout settings that decide how a subscription feels to the customer. Recharge includes hands-on onboarding on Plus and Custom; we pick up where that ends and configure the support side, or handle the full setup for Starter merchants.
Customer Portal and Self-Service
Skip, delay, swap, add a product, change the address, pause, cancel. Every one of those is a ticket if the portal doesn't handle it. We configure the portal, the one-click upcoming-order email, and Concierge SMS on Plus and above so subscribers manage their own subscriptions and agents handle the exceptions.
Churn and Retention Flows
Cancellation journeys built with Smart Cancellation Prevention: reasons captured, offers matched to the reason, branching and A/B tests so you learn what saves a subscriber. Win-back campaigns for the ones that leave and failed payment recovery for the ones that never meant to. The support team sees the escalations, not the whole flow.
Subscription Ticket Playbook
Macros, help desk rules, and AI agent guidance for the subscription ticket types that repeat every day: why was I charged, change my date, swap my flavor, update my card, cancel, and where is my box. We write them against your actual policies and train agents on the Recharge admin so the answer is right the first time.
Audit and Optimization
Already on Recharge? We audit the portal settings, cancellation flow, dunning and retry schedule, notification timing, help desk connection, and the share of your queue that is subscription-related, then hand you a prioritized roadmap. Most brands are leaving self-service and saves on the table.
Training and Ongoing Support
Role-based training for agents and admins on the Recharge merchant portal, bulk subscription changes, and the help desk integration. Many clients keep us on retainer for flow tuning as churn reasons shift, new Recharge feature rollouts, subscription ticket reporting, and quarterly reviews.
Who This Is For
Subscription-First DTC Brands
Coffee, supplements, skincare, pet food, meal kits. Subscriptions are most of your revenue, so subscription questions are most of your queue. The portal, the cancellation flow, and the help desk connection decide whether support is a cost center or a retention engine.
What that looks like:
Gorgias with the Recharge integration so the subscription sits next to every ticket. Portal configured for skip, swap, and reschedule. Cancellation journeys with offers matched to the reason. Failed payment recovery tuned so cards get retried before anyone writes in. Concierge SMS for subscribers who prefer to text.
Brands Adding Subscriptions to a One-Time Catalog
You sell well once and want to sell on repeat. Recharge gets the subscribe-and-save widget on the product page in a day. The part nobody plans for is the support team fielding a new category of question it has never handled.
What that looks like:
Subscription setup alongside your existing Shopify checkout. Macros and AI guidance for the new ticket types before launch. Portal and upcoming-order email configured so the first wave of subscribers self-serves. Reporting that separates subscription tickets from the rest of the queue so you can see the real cost.
High-Volume Operators on Plus or Custom
Tens of thousands of active subscribers, multiple brands or regions, and a support team that lives on the exceptions: failed charges, address changes mid-cycle, bundle swaps, and VIP subscribers who expect a human.
What that looks like:
Help desk routing by subscription status and lifetime value. Bulk subscription management playbooks for product changes and price updates. Concierge SMS staffed and measured. API and webhook automations through Zapier for the workflows the native integration doesn't cover. Churn reporting the leadership team actually reads.
Inside Recharge
The Recharge Features We Configure
Every one of these is a support outcome in disguise. Configured well, each removes a category of ticket or saves a subscriber. Left at defaults, they do neither. We set up every piece.
Customer Portal
Recharge's self-serve portal lets subscribers add and swap products, reschedule deliveries, update payment and address details, and manage their plan without contacting support. Included on every plan. We configure what subscribers can change on their own, what gets routed to a human, and how the portal is branded and linked from every notification.
Smart Cancellation Prevention
No-code cancellation journeys with reason capture, personalized offers, smart branching, and A/B testing. Included on Starter and above. We design the journey so a 'too expensive' gets a different save than a 'too much product', and so your support team sees the reasons behind the cancellations that go through.
Failed Payment Recovery
AI-powered retries and dunning notifications that recover failed charges before they become a cancellation or a 'where is my order' ticket. Recharge reports recovering up to 88% of failed payments. We tune the retry schedule, the notification copy, and the help desk alert that fires when a subscriber needs a human.
Concierge SMS
An SMS channel where subscribers text to skip, delay, ship sooner, or add products, with AI handling the routine requests. Available on Plus and Custom, priced per message. We set up the channel, define what the AI handles and what escalates, and give your agents a workflow for the conversations that need them.
Also in the toolbox
Bundles, win backs, and analytics round out the subscription stack. We make sure each one has the support side covered before it goes live.
Bundles and Prepaid
Preset and customizable bundles, gifting, and prepaid subscriptions. Bundles are on Plus and above. Each one creates its own support edge cases, so we build the macros and portal rules before launch.
Win Backs and Reactivation
Targeted reactivation offers, custom reactivation pages, and one-tap passwordless reactivation for churned subscribers. We connect these to the cancellation reasons so the offer matches why they left.
Analytics and Benchmarks
Subscription health, churn, retention, and campaign reporting with industry benchmarks. We pair it with help desk tags so you can see which subscription problems drive tickets and which drive churn.
Subscription Support, Done Right
Built for the questions subscribers actually ask
A one-time order creates one support moment. A subscription creates one every cycle: a charge, a shipment, a chance to skip, a reason to cancel. The queue reflects that, and most of it is predictable.
That predictability is the opportunity. Recharge has a feature for nearly every routine request, but each one has to be switched on, configured, and connected to the help desk on purpose. Left at defaults, the requests become tickets and the tickets become churn.
We map the recurring questions, give each one a self-service path, and make sure the ones that still reach an agent arrive with the subscription attached.
The Full Picture
Core Recharge Features We Configure
We work across the platform and the help desk it connects to. Here's what we build for every client.
Subscription Foundation
- Subscribe-and-save widgets and subscription-only products
- Customer portal configuration and branding
- Upcoming-order emails with one-click delay and add-to-order
- Notification cadence: upcoming charge, shipped, failed payment, cancelled
- Passwordless login and portal access from every email and SMS
- Unified Shopify checkout with discounts, tax, and shipping
Retention and Recovery
- Smart Cancellation Prevention journeys with reason capture and offers
- Failed payment retry schedule and dunning notifications
- Win-back and reactivation campaigns
- Subscriber acquisition offers and trial-to-subscription flows
- Product journeys and scheduled experiences for kits and refills
Help Desk and Channels
- Gorgias integration: subscription details and actions inside the ticket
- Zendesk, Front, Freshdesk, and Intercom connected through Zapier and the Recharge API
- Webhook-driven tickets for failed charges and cancellations
- Concierge SMS setup and escalation rules (Plus and Custom)
- Macros and AI agent guidance for subscription ticket types
- Aircall integration so phone agents see the subscription too
Reporting and Operations
- Help desk tags that separate subscription tickets from the rest of the queue
- Churn reason reporting tied to cancellation flow data
- Recharge analytics and industry benchmarks reviewed quarterly
- Bulk subscription management playbooks for price and product changes
- Merchant portal permissions for agents versus admins
Our Process
How We Work
Discovery and Audit
We map your subscription catalog, active subscriber count, Recharge plan, help desk, and current ticket mix. If you're already on Recharge, we audit the portal, cancellation flow, dunning settings, and integration. If you're launching, we document what the support side needs on day one.
Strategy and Planning
Portal and self-service scope, cancellation journey design, retry and notification schedule, help desk integration map, macro and AI guidance list, SMS plan if you're on Plus, and a timeline around your next big shipment cycle.
Implementation
We do the configuration inside Recharge and your help desk: portal settings, flows, notifications, the Gorgias integration or the Zapier and API connections, macros, rules, and tags. Then we test with real subscription scenarios before anything goes live.
Training and Launch
Agents learn the Recharge admin and the subscription playbook. Admins learn flows, bulk changes, and reporting. We soft-launch with monitoring through the first billing cycle so early issues are caught in hours.
Ongoing Support
Flow tuning as churn reasons change, retry and notification adjustments, new Recharge feature rollouts, integration maintenance, and quarterly reviews of subscription ticket volume and save rates.
Recharge Plans at a Glance
Recharge's published pricing. We help you pick the tier that matches your volume and your support model.
Starter
per month, plus 1.49% + 19¢ per transaction
For emerging brands launching their subscription program
- Subscriptions and customer portal
- Smart Cancellation Prevention
- Failed Payment Recovery and Win Backs
- Checkout and post-purchase upsells
- Analytics and industry benchmarks
- 60-day free trial
Best for: Brands launching subscriptions who want self-service and cancellation saves in place from day one.
Plus
per month, plus 1.34% + 19¢ per transaction, 12-month term
Adds bundles, SMS, loyalty, and hands-on onboarding from Recharge
- Everything in Starter
- Hands-on implementation and migration support from Recharge
- Bundles, Rewards, and Referrals
- Concierge SMS (per-message pricing)
- JavaScript SDK and Storefront API
- Priority support
Best for: Established subscription brands with real volume, a support team, and a reason to automate the SMS channel.
Custom
volume-based rates
For enterprise and Shopify Plus merchants
- Everything in Plus
- Custom implementations
- Dedicated priority technical support
- Solution architecture and business reviews
- Configurable API rate limits
Best for: Multi-brand or high-volume operators who need custom terms, architecture reviews, and API headroom.
Fees and terms
Plan and fee figures are Recharge's published list prices and may change. Recharge pricing is separate from Shopify and payment processor fees. Ridgeline setup and retainer pricing is scoped per engagement.
Not sure which tier fits?
Schedule a Free ConsultationThe Stack We Connect Recharge To
We specialize in connecting Recharge to the help desk, marketing, and operations tools your team already uses.
Help Desk
Ecommerce
Voice and SMS
Automation
Shipping
CRM
Recharge lists 100 prebuilt integrations, plus anything Zapier can reach.
Frequently Asked Questions
Ready to make subscriptions easier to support?
Whether you're launching subscriptions, already on Recharge and buried in skip and cancel tickets, or trying to get your help desk and Recharge talking, we've done this before. Let's talk about what your subscribers need.