Latest App version: v2.0.2
Recharge helps subscription brands manage recurring orders, billing schedules, skips, discounts, cancellations, reactivations, and store credit. Gladly's Recharge integration brings subscription context and payment health directly into Gladly, so every Conversation can include current subscription status, billing timing, product and delivery details, and approved subscription actions without requiring team members to leave the Customer Profile.
With the Recharge App Platform integration, team members can see active and cancelled subscriptions, review the next charge date and billing cadence, spot failed payments (dunning) and exhausted payment retries, confirm product and shipping details, and run approved Recharge actions from the Gladly + menu.
Key benefits
Resolve subscription requests without switching tools
Team members can delay the next charge, change billing frequency, skip or unskip an order, update the shipping address, add a free gift, apply or remove a discount, swap a subscription's item, adjust a subscription's price, adjust store credit, cancel or reactivate a subscription, and refund a charge directly from Gladly.
Answer subscription questions faster
Subscription status, next charge date, cadence, product details, price, quantity, SKU, variant, and subscription IDs appear on the Customer Profile so team members can answer questions without searching Recharge. Payment health is surfaced too, so a failed payment is visible at a glance.
Save subscribers before they churn
When a Customer wants to cancel, team members can see subscription context and offer approved alternatives such as delaying the next charge, changing the frequency, skipping the next order, or applying a discount before cancelling.
Reduce involuntary churn
The Customer Profile flags when a payment method is in dunning (retrying) and when a subscription's retries are exhausted, so team members can proactively help a Customer fix a failed payment before the subscription lapses.
Supported features
The Recharge App Platform integration is available across multiple areas of Gladly:
Gladly AI
Recharge Data Pulls are available in Guides. Guides can retrieve subscription data during Customer Conversations to answer questions such as "When is my next order?" or "How often am I billed?"
Gladly Team
One Recharge Card displays in Customer Details. Team members can view the Customer's subscription status, billing cadence, product details, price, payment health, cancellation context, and subscription IDs.
Example Recharge Card in Customer Details:
Agent actions
Recharge action forms can be registered in the Gladly Team + menu. Action results are recorded in the Conversation timeline so team members can see what changed.
Details
What data can you access?
Customer Profile
Primary email address
First available email address when no primary email is set
Customer
Recharge customer ID
Active subscription count and total subscription count
Whether a payment method is in dunning (a recent charge failed and is retrying)
Whether a valid payment method is on file
Subscriptions
Recharge subscription ID
Subscription status: active, cancelled, or expired
Product title, variant title, SKU, and quantity
Price and presentment currency
Billing cadence (charge interval frequency and order interval unit)
Next charge date
Created date and updated date
Whether the subscription has queued charges
Whether payment retries have been exhausted (the subscription will not renew until fixed)
Cancelled date and cancellation reason for cancelled subscriptions
Charges
Charge ID and status
Processed and scheduled dates
Line items, totals, discounts, taxes, and refunds
Billing and shipping address
Shipping addresses
Recipient first and last name, company
Address line 1 and optional address line 2
City, province or state, country code, and postal code
Phone number when available
Store credit (only on Recharge plans that include store credit — the Plus and Custom tiers — and only when enabled in the app configuration)
Store-credit account balance and currency
Recent credit adjustments (the ledger of credits and debits)
Supported actions
Money-moving actions are guarded: before Recharge is called, the team member must type approve to confirm, and the amount cannot exceed a maximum the merchant configures. Guarded actions are Adjust store credit, Adjust subscription price, and Refund a charge.
Delay next order
Inputs: subscription and a new charge date (YYYY-MM-DD). Valid for active subscriptions with an upcoming charge. Defers the next charge to a later date; does not pause the subscription.
Change subscription frequency
Inputs: subscription and a frequency preset (for example Weekly, Every 2 weeks, Every 4 weeks, Monthly). Valid for active subscriptions. Changes how often the subscription renews.
Update shipping address
Inputs: address fields (name, address, city, province, postal code, country, phone, company). Only the fields provided are changed. If the country changes, a postal code valid for the new country must be provided in the same update.
Add free gift
Inputs: charge, Shopify external variant ID, quantity, and an optional price. The target charge must be queued or errored (a processed charge is rejected). Adds a one-time free gift line item to the upcoming order.
Apply or remove discount
Inputs: charge, an operation (apply or remove), and a discount code when applying. To discount a Customer's next order, apply it to their queued charge. Removing a discount when none is applied is rejected by Recharge.
Swap subscription item
Inputs: subscription and a Shopify external variant ID (and optional quantity). The subscription must be swappable; one-time items are not swappable and prepaid subscriptions may be rejected. Recharge backfills the product, price, and SKU from the new variant.
Adjust subscription price (guarded)
Inputs: subscription, new price, and the typed approve confirmation. The price cannot exceed the merchant's configured maximum. Sets the subscription's line-item price to an amount the Customer requested.
Adjust store credit (guarded; requires a store-credit plan and the app's store-credit setting enabled)
Inputs: credit account, amount, direction (credit to add or debit to remove), an optional note, and the typed approve confirmation. The amount cannot exceed the merchant's configured maximum.
Cancel or reactivate subscription
Inputs: subscription and an operation (cancel or reactivate). Reason and Send email apply only when cancelling and are ignored when reactivating. The subscription picker lists both active and cancelled subscriptions, labeled with their status, so either operation is one selection away.
Skip or unskip next order
Inputs: subscription, charge, and an operation (skip or unskip). Skips the upcoming charge or restores one that was previously skipped.
Refund a charge (guarded)
Inputs: charge, a refund type (full or partial), a partial amount when partial, and the typed approve confirmation. The refunded amount cannot exceed the merchant's configured maximum. Only charges Recharge processed itself can be refunded — charges processed by Shopify Payments are excluded from the picker and must be refunded in Shopify.
For Customers with multiple subscriptions, team members should select the correct subscription from the picker in each action form; each option is labeled with its product and status.
Recommended action visibility by subscription status
Configure which actions team members see so only actions that make sense for the current subscription state appear.
Active subscriptions: Delay next order, Change subscription frequency, Skip or unskip next order, Update shipping address, Add free gift, Apply or remove discount, Swap subscription item, Cancel or reactivate subscription, and (if approved) Adjust subscription price, Adjust store credit, and Refund a charge.
Cancelled subscriptions: Cancel or reactivate subscription (to reactivate).
How does customer matching work?
Recharge finds the right Customer by matching data from the Customer Profile:
Primary email address — the app searches Recharge using the Customer Profile's primary email address.
First available email address — if there is no primary email address, the app uses the first available email address on the Customer Profile.
No email address — if the Customer Profile has no email address, no Recharge subscription data is returned and no Recharge request is made.
Incorrect email address — if the Customer Profile contains another person's email address, the card may show that person's Recharge data.
Key use cases
1. Answer "When is my next order?"
Use case: A Customer asks when their next subscription order will bill.
Example Customer flow
Customer: "When is my next coffee order coming?"
Team member:
Opens the Customer Profile and reviews the Recharge Card.
Confirms the subscription status, next charge date, product, and cadence.
Responds: "Your coffee subscription is active and bills every month. Your next charge is scheduled for October 10, 2026."
Business impact: Customers get accurate subscription answers quickly, and team members do not need to open Recharge to find billing context.
2. Save a Customer who wants to cancel
Use case: A Customer says they have too much product and wants to cancel.
How it works:
The team member reviews the Recharge Card to confirm the subscription, next charge date, and product.
The team member offers an approved save option, such as delaying the next charge, changing the frequency, or skipping the next order.
If the Customer still wants to cancel, the team member runs Cancel or reactivate subscription with the approved reason.
Business impact: Team members can resolve cancellation requests in the Conversation while still capturing a cancellation reason and offering retention paths.
3. Fix a failed payment before the subscription lapses
Use case: A Customer's recent charge failed and their subscription is at risk.
How it works:
The team member sees the dunning flag (or an "exhausted retries" banner) on the Recharge Card.
The team member helps the Customer update their payment method and can delay the next charge to give them time.
Business impact: Involuntary churn is reduced by catching failed payments early, directly from the Customer Profile.
4. Refund a Customer for a charge
Use case: A Customer is owed a refund on a paid order.
How it works:
The team member selects Refund a charge from the + menu and chooses the charge (Shopify Payments charges are not listed — those are refunded in Shopify).
The team member enters a full or partial refund, types approve, and submits. The refund cannot exceed the merchant's configured maximum.
The action result is recorded in the Conversation timeline.
Business impact: Approved refunds can be issued from Gladly with a guardrail that prevents an agent from exceeding the merchant's limit.