Recharge Subscriptions App

Customer service very good but app not brilliant, Very poor customer experience (our customers).

Yajaira T. helped me out with some important things when i needed customer service. She deserves 5 stars, however Recharge is not providing the assistance and guidance we expected for customers that are paying the full Plus plan during critical moments

Tech support, once I found Erving, was great. He took the time to live chat with me and get to the bottom of our issues. The recurring charge or monthly system they have works well; we have been using it for over 4 years. But, I will say that the explainer video for gifting was not great, as we set it up incorrectly, and it was a massive headache for customer service. You can't change a giftee's email address once it's been gifted.

We are in the process of switching from Bold Commerce to Recharge Pro, and most of this review reflects our experience regarding our implementation, which we feel will still be in progress until later this summer when all of our subscribers are transacting on Recharge instead of Bold. Our Recharge Implementation Manager insists our implementation project was complete before we even had our first transaction on Recharge. The platform seems robust, but we haven't had time to fully explore it because we're working through the rest of our four-month implementation on our own without support from our Recharge Implementation Manager. Once we immerse ourself with the platform, we reserve the right to modify our rating, but so far, not a good start. Specifically, our experience included the following: • We consistently ran out of time on nearly every scheduled call with our Implementation Manager and he repeatedly pushed back against our requests to extend the length of calls to correct for this. • Our Implementation Manager resisted repeated requests to have more than one 45 minute call per week. • Our Implementation Manager seemed more interested in marking tasks complete vs. accuracy. He grew impatient during conversations to quality check tasks that were thought to be complete, but not verified. • Our Implementation Manager claimed he doesn’t have a phone number. When asked why, he indicated it was for quality purposes. That was either absurd or a lie, but possibly both. • Our Implementation Manager, and later, his Manager, narrowly defined the terms “migration” and “implementation” and insisted our implementation was complete a full week before we actually transacted our first batch of transactions on the Recharge platform, and over four months prior to when the remainder of our subscribers begin to be billed on Recharge. o Our Implementation Manager informed us that we would not have any access to him or telephone support while finishing the incomplete implementation phase, and instead, we’d only have email support to complete the implementation that he insisted was complete. o We received no migration support for integrating Recharge’s highly-touted automation capabilities into our workflows. We were sold on these capabilities and expected to receive help implementing them as part of our implementation project. Because of this, we do not feel like we're receiving the full value of the Recharge platform. • Our Implementation Manager was a no-show on a scheduled call and later justified his absence by claiming we “have already launched for new subs”. He did not cancel the call, and a future scheduled call was also not cancelled.

Support was friendly, responsive and knowledgeable, they got to the solution in a very short time

Fonctionne bien mais les abonnement sont trop dispendieux.

Moved from Skio and it took alot longer than I expected. Jairus was good and nice but left our site with a laggy add to cart and our subsription portal is now not working for our customers so I have had to manually do it for the past week. Would have been much easier staying with skio

They gave me my refund of surprising new charges after 7 days back and forth with Shopify support and them.

App has a ton of issues with almost zero support or "above and beyond" support (only support is "we cant help but here is a list of developers you can pay OR the immediate defensive response of "this isnt our fault") Unilateral changes made that we, as a client, are then forced to edit code to comply or pay developers to keep up. The backend dashboard has been updated looks wise but still lacks a handful of common sense, small edits to make life easier for our support team in account management. EDIT: The only truly positive experience we've had is with Nick from eshopgenius. His development work is valued and extremely beneficial.

Thank you to Matt J who was able to help us same day! Gives us lots of peace of mind knowing we can reach out and right away hear back. Thank you!

Our subscription business was previously with Bold. We transitioned to Recharge last year, largely based on the aesthetics of their customer portal - it looks slicker and we thought it would make for a better customer experience. Unfortunately, the back-end of Recharge has been a disaster for us. Our subscribers have been unable to update their payment method since DEC 27, 2021. It is now FEB 21, 2022. That's nearly two months since we've alerted Recharge to this issue, and unfortunately the problem still persists. We receive daily emails from our subscribers (who WANT to continue) but they're unable to update to their new credit card - and they have no choice but to let the subscription expire. I continue to follow up with Recharge every other day or so, and am told that they're "working on it." They've offered up a few workarounds, none of which worked. Needless to say, it's been a pain managing irritated customers (loss of time), and it has resulted in a loss in our subscription revenue (loss of money). But more importantly, it has been a such a poor experience for our most loyal, long-term, avid users. The last two months of listening to our subscribers' frustration, and watching our subscriptions decline has left us feeling unsupported and powerless, since there's still no fix. Below is just one of the endless customer emails we've received. This experience has been everything you want to avoid as a business owner - it's embarrassing and a poor reflection on everything we've been working to build. Recharge might look better, but Bold actually worked. CUSTOMER EMAIL: I have tried three separate times to access the subscription page with no luck, always a "third party access" issue. My card I used to pay for the subscription is expiring and since I can't update it I suppose I will just let you figure that I am cancelling my subscription. Thanks for the great soap that I have had and good luck. ***MARCH 28TH 2022 UPDATE*** Unbelievably, this issue still persists -- THREE MONTHS LATER. I have been passed along to six or seven different support reps. There has been no correction - nor any indication that they have even been able to identify the issue. It's been a constant flow of "our team is looking into it", "we're getting close", "we need an API key" (which has been supplied three times now) then the next rep steps in and repeats all the same responses. It is absolutely crazy that it's been three months; you'd think someone at Recharge would acknowledge this absurdity of this, and simply dedicate some time & thought to correct the issue - but it's obvious our business doesn't matter to Recharge. We'll await the next email of "we're working on it...." ***One Year Later Update***: While I still cringe at how painful our transition was to Recharge, we've since had an incredibly positive experience working with their team that manages their Bundles product. ADOLFO & PAOLA specifically are WONDERFUL. Since they are worth five stars and my migration is still one star, I'll change my rating to three stars. Long story short, I would not recommend migrating over to Recharge from an existing subscription platform, but if you're starting fresh, Recharge is certainly an option.

We're not in love with the ReCharge app. It's a bit non-intuitive and wonky for customers to easily make changes. Seems most can not figure out how to log in to their accounts. I WILL say that we've recently had an issue that we have been dealing with ReCharge Customer Support, and they have been fabulous. Specifically Zachary and Hector. Prompt, efficient, and effective has been their troubleshooting. They're exemplary.

Recharge seems to be the standard subscription app for Shopify. It does its job, but from the customer's point of view, it's not intuitive. We receive a lot of customer support requests asking for help changing ship date, flavor, etc. However, they are continually updating and it is improving. The customer support has been very good, but it does not always integrate as seamlessly as I would expect.

I signed up for this product when we had just a small handful of subscription customers. Now, 95% of our sales are subscriptions (thousands of subscriptions per year). As it is, my monthly bill from ReCharge is higher than Shopify, Shipstation, Quickbooks, Mailchimp, and all other Shopify apps **COMBINED**. This is, by far, the biggest money pit in our business operations. While the analytics have improved slightly since we first signed up, I am still having to manually assemble data to even understand what the app is doing. Combine that with it crashing this week... Ugh. I understand that ReCharge as a company is primarily focused on large enterprise accounts and that this Shopify app is a fairly new entry for them. However, there are significantly better choices on the Shopify App Store for subscriptions at a FRACTION of the cost. (ReCharge collects a flat fee PLUS a percentage of all dollars that flow through their system, including shipping! It gets expensive fast!) However, the actual people who work there are a delight. The support team is great and responsive and are always interested in keeping things up and running -- kudos to them! They're the real heroes here: they get all the stars in this review.

I wish I could get fixes to dev issues. I still have to request from CS to get orders manually processed, I used to have permission but it changed somehow and now I don't. I asked to get permission and was not able to because it is under an email my team doesn't have access to. ReCharge could not edit permission for me.

The support was very helpful. The support team's response quickly provided responses and solutions to my question.

There were a lot of underlying issues that were not clarify up-front. We had to contact support back and forth for help (some even took 3-4 days to respond which affected our store performance).

They switched me over to a paid account without me asking for it. Now they no longer have a free account. 1% + .10 so now my credit card charge rate is extra high once you add this onto what credit cards/paypal is charging. Thank you for working with me and removing charges that were not mine.

Account login functionality for the consumer (front end) can be faulty. The analytics are good, but could be enhanced.

After a lot of back and forth, we finally have the app running and it seems to be working pretty well. My biggest complaint is support is EXTREMELY slow to respond at times, which can be frustrating in ecommerce. All my questions and issues were handled and handled correctly, just wish there was a little more ease of access to support, vie chat or anything.

For over 5 weeks now I go back and forth with many many emails being sent to implement Recharge with my custom bought theme. The support was kind of fast 1-2 days reply time - but the answers weren't always helping 100%. Especially with requesting customization of any kind to make this app work like I wished - but I understand that policy. They were really helpful in providing articles to their knowledge base (which I have read for hours and days now) and finally resolved an issue I had with currency conversion, where the subscription widgdet didn't show properly. AMAZING! So Kudos for the customer service! :) We are not live yet, but so far everything seems to work for now. I love the integrations with so many other apps. Im also using Goaffpro for Affiliate marketing - The PRO is that coupon codes that are created in Goaffpro only automatically sync with Recharge - no other Subscription Service App here on Shopify. But I expected much more from the leading company for subscriptions on Shopfify with 60$ a month + percentage on sales. Features that are missing and should be added/improved in my opinion: - Custom Tags: Why is that not possible? They only Tag customers with 3 of their predefined tags!! I have several subscription plans that I want to give customers access based on their tags on our shop. I have to spent 15$-40$ dollars per month more for "Customer Tagger" to be able to custom tag a certain customer that buys a specific subscription product. This tag should automatically be removed if the subscription is canceled. Paywhirl has that feature implemented. Why not Recharge? - The UI of the App: is not very clean and not very straight forward, but I got used to it after several days. Too many clicks to reach what you are looking for (right upper corner, normal menu, tab menus in menus...) But thats just my opinion in 2020.. - Checkout Page: Very basic design - You can change some sentences with their Translation function and Css. But if you are using a workflow for a plan that starts with lets say 50€ and then all the recurring months it should be 5€. There is no way to show that amount correctly in the order summary. You have to use several workarounds (rename your product) to let the customer know, what they really have to pay the next month when they subscribe. Doesnt look very trustworthy to new potential customers on your shop... - Thank you Page: More than basic - Yes you can add html. No options to upsell or add a download link/button for our digital products, where it would be placed to be user friendly. You can only add html to the very bottom of the page in the footer. - Taxes: In germany because of Covid my shop will work with 16%. In 2021 it will go back to 19%. Everytime I update the taxes in my shop - I have to manually write them a message?!? Why is this not synced automatically? - Membership Area: Their knowledge base kind of walks you through this. Im pretty decent with coding - but this is a nightmare for someone that doesn't know any code... I didnt get it to work, but used some own customizations. For a small business that is just starting out this really is a lot of money. Considering I also have to buy another third party app to get all the functions I need that I expected to get from the top subscription app here on Shopify. Im a little bit dissapointed now, thats why I wrote my review. Because of all the integrations, Goaffpro Affiliates Coupon Sync, nice customer support and my hope that I can rely on everything really working when we go live I will probably still go with Recharge. I hope this feedback helps to improve the app in the future. Looking forward to a healthy and good business relationship.

Once I got ReCharge setup, I had all kinds of issues with the backend - the subscription management tool that customers use. It was some really strange behavior that made the manager un-usable for my customers. And I tried to get help on this, but they just said "yeah, that must be a problem with your theme." I used the "Motion" paid theme from Shopify, with very little customization. I'm surprised their app would have issues with what seems like a fairly standard shopify theme. To be fair, I did not really try to follow up and get their help in solving these issues. So, rather than try to figure it all out. I was already annoyed with some other aspects of this tool, I'm going to try out the bold subscription app. There were several aspects that I was like: "really?" One example is that the customer get's an email with a link to setup manage their subscription - an ugly green button, and the link is completely broken, it just takes them to my homepage!! Support said: "Oh, this is because you don't have accounts setup on shopify" - who has accounts setup on shopify!? There was no warning of this ugly button or it's error. I guess that's what testing is for - but this just doesn't seem like an enterprise level solution with little issues like that. To their credit, support was pretty quick an answering some questions, but others when they said they would get back to me, they still haven't. Furthermore! As I'm trying to delete the app, I'm finding code left-over in my theme that wasn't deleted when I deleted the app. THIS IS SO ANNOYING!!! Apps should be required to fully delete the code they add! To be fair, lots of apps do this, I think. And, thankfully, at least in this instance, the put their name in a comment before and after - which might be more than some other apps do. Update: I contacted support about uninstall and they did send me a link to some docs on how to uninstall, but it was not at all extensive or helpful in finding the fixes in the code I had to change. I just downloaded the theme and opened the folder in Sublime (free text editor) and was able to search the folder to easily remove about 12 sections of code left by ReCharge. Again, to be fair, many other apps may have this issue. Still it's very annoying.

EDITED from 1 star to 3 stars. The issue I originally had was caused by bad code at my end, not the app. My bad. However, while the customer service was good after I escalated the issue with a 1 star rating, it took more than a week for someone to be able to genuinely help me out. During that week I had a lot of promises that someone was working on it, but no one actually was. In summary, The app is great, and service was good after an escalation but my experience indicates that unless you're paying for the premium service you may get deprioritized. ----------- Things were going awesome until I opened up a new region to sell in. The app didn't update the shipping region settings from Shopiy so customers in the new region I opened can't actually buy from me. This in itself is a very fixable issue - these things happen when working with tech. My issue, however, has been the way in which my problems has been solved, or in this case hasn't been solved. For a number of days now I have been told 'development is working on it', but over a week since I alerted Recharge to this problem and it is still not fixed and I have been given no indication of when it will be fixed or what I need to do to get it fixed faster. I've advised I am happy to pay more for premium service, or engage my own developers, but there is no response to helping me actually solve the problem apart from being told it's 'being worked on'. The problem is likely to be a very simple fix, so I can only assume I'm a long way down a queue of jobs waiting to be worked on. The issue for me is I have done PR in my new region so I am getting traffic and people trying to buy from me - it's embarrassing and costly not being able to serve them, but also not being able to tell them when it will be fixed. My expectation is that I am given a timeline or the ability to fix myself, but neither of these have been offered after multiple rounds of discussions. I've (literally) pleaded with the service reps to help me, but no result. Incredibly disappointed.

We just launched our site upgrade almost 4 months ago and still learning the ropes for this app. I would like another round of training as we have encountered numerous scenarios that have caused issues for our customers. I like the user friendliness of it and intend to stay with it but just need better communication or filters to prevent certain scenarios from happening and causing error messages.

As soon as we set this up, we had customers sign up for subscriptions. HOWEVER, this app does not play nicely with others. We added a slider checkout and days later realized no one could buy a subscription box because Recharge needs to redirect to their own checkout page, not the Shopify checkout. OK, we fixed that problem. Then weeks later, we made a tweak within the Recharge app that changed checkout so that the first option was one time purchase not subscribe and save. Now, NO items could be added to cart. Trying to figure out what went wrong now and just had to vent about how irritating this app is.

We thought based on the reviews that this would be the ticket as we had used another subscription app previously and did not like it. The functionality is good but customers seem to have difficulties logging into their accounts and changing their recurring orders so we end up having to do a ton of CS work on their behalf. Frustrating to only have email as a way to correspond with Recharge CS - would even be willing to pay to talk to someone to get issues resolved rapidly. Instead it usually turns into a dozen emails back and forth trying to explain problems and getting the wrong responses. Am considering a new app again. Frustrating because this one had promise.

Recharge is a decent app. I would actually give 3.5 stars, but that's not an option. Pros: - relatively user friendly - offers most of the functionality you would expect in a subscription: cancel, swap items, change recurring order interval, etc. - great customer support that is very quick to respond (do wish they had a phone # to call) Cons: - doesn't offer customers ability to pause - checkout flow does not like to work with other apps - does not have a dynamic cart/checkout, so if you change your price recharge doesn't update automatically (you have to go resync your pending subscriptions or ask recharge to do for you) - does not work with dynamic pricing (i.e. if you have tiered pricing or bulk discounts) - glitchy at times; doesn't always show product images; some pages won't show all the different options unless you click out and click back in, making it very difficult to find what should be easy solutions

I had to remove it. Customers were selecting the subscription option, when in fact they didn't want it as a recurring/subscription. Installation was good. Charging via Stripe was not foolproof (but that's stripes problem, not recharge).

The app functions as promised. We acquired a little over 40 subscribers on average in just a few months. It turned out though, most of these just wanted the initial discount for signing up and then just wanted to cancel. It would be nice if this app had a function to allow customers to pay full price on the initial order and receive discounts on future orders. This would help entice more serious subscribers opposed to those just looking for a quick discount. All in all the app functions well, but we found giving a discount for subscribing was the only way to get subscribers, so we don't really see a need to offer subscriptions without any discount, so we will likely be removing the app since 95% of subscribers just want to take advantage of the discount. We'd recommend trying it if you think you can make it work for your business, as the app and company seem to be legitimate. I gave it 3 out of 5 stars because of the admin headache dealing with multiple daily customers pretending they never signed up wanting to cancel, and lack of more detailed functions in the app.