Subscription questions, “why was I charged?”, “cancel my plan”, “when does my trial end?”, etc, usually send team members hunting through a separate billing tool. Gladly’s Recurly integration brings a Customer’s live Recurly subscriptions into the Gladly platform, so team members can see every plan, its status, its charges, and what’s changing next, and cancel, resume, or reactivate a subscription, without leaving the Conversation.
Key benefits
See every subscription at a glance
The customer’s Recurly subscriptions appear automatically in Sidekick, matched by the customer’s email address. Each subscription shows its plan, status, auto-renew setting, next bill date, and full lifecycle dates, no lookup, no tab-switching.
Explain the bill line by line
Each subscription expands into a charge breakdown that reconciles to the total: unit price, quantity, add-ons, shipping, and any coupon discounts. When a customer says “my charge looks wrong,” the team member can walk through exactly what makes up the amount, including any pending plan or price change the customer may not know is coming.
Act on subscriptions safely, in one click
Team members can cancel, resume, or reactivate a subscription directly from the Conversation compose “+” menu. Each form presents a dropdown filtered to only the subscriptions eligible for that operation, ctive or paused for cancel, paused for resume, canceled for reactivate, so an ineligible subscription can never be selected by mistake. When the customer has no eligible subscriptions, the form says so plainly instead of failing.
Handle the full subscription lifecycle
Beyond the one-click forms, the app’s actions cover the complete lifecycle: pause a subscription for a set number of billing cycles (or cancel a pending pause), terminate a subscription immediately with a full, partial, or no refund, and look up any subscription by its ID.
Supported features
The Recurly App Platform integration is available in the following areas of Gladly:
Gladly Team
The Recurly Subscriptions card renders in Sidekick, listing the customer’s subscriptions, most recently updated first, with plan, status, renewal and lifecycle dates, and an expandable charge breakdown.
The Cancel Subscription, Resume Subscription, and Reactivate Subscription forms are available from the Conversation compose “+” menu, each with a dropdown filtered to eligible subscriptions.
Gladly AI
The app’s actions — cancel, reactivate, pause, resume, and terminate a subscription, plus subscription lookup by ID — are available to Sidekick Guides, so self-service Conversations can read and act on a customer’s Recurly subscriptions.
Details
What data can you access
Recurly Subscriptions card (per subscription)
Plan name and subscription status (Active, Canceled, Paused, Future, Expired, Failed)
Auto-renew setting and next bill date
Trial end date, for subscriptions in trial
Pause details — when it was paused and how many pause cycles remain
Cancellation date and “access until” date, for canceled subscriptions
Subscription ID, created date, and last-updated date
Charges breakdown: unit price, quantity, add-ons total, shipping, and total
Add-on line items, with quantities
Discounts: coupon names and codes applied to the subscription
Pending change: the upcoming plan, unit price, or quantity change, when one is scheduled
Action results
Every action returns the updated subscription — state, plan, billing dates, and amounts — or a structured Recurly error, so the outcome is visible in the Conversation immediately.
How does the lookup work?
Gladly matches the customer to a Recurly account by email address — the Customer Profile’s primary email (or its first email, if no primary is set), matched exactly against Recurly. Once the account is matched, all of that account’s subscriptions are retrieved, sorted by most recently updated. A customer profile with no email address, or an email with no matching Recurly account, simply shows no subscriptions.
Key use cases
1. Explain a confusing charge
Use case: A Customer asks why their subscription charge is higher than they expected.
How it works: The team member expands the subscription in the Recurly Subscriptions card and reads the charge breakdown — unit price, quantity, add-ons, shipping, and coupon discounts — that reconciles to the billed total. If a pending plan or price change is scheduled, it’s shown right there too.
Business impact: Billing questions get a complete, accurate answer on the first Contact, without escalating to a billing team or opening Recurly.
2. Cancel a subscription — without cutting the customer off early
Use case: A Customer asks to cancel their subscription.
How it works: The team member opens Cancel Subscription from the compose “+” menu and picks from a dropdown of the customer’s active or paused subscriptions. The subscription stays active through the end of the current billing cycle, then expires — and the team member can tell the customer exactly when access ends, straight from the result.
Business impact: Cancellations are handled in the moment, correctly — the customer keeps what they paid for, and there’s no risk of acting on the wrong subscription.
3. Win back a canceled subscriber
Use case: A Customer canceled but has changed their mind — or paused and wants to come back.
How it works: The team member opens Reactivate Subscription (or Resume Subscription for a paused plan). The dropdown lists only the subscriptions that can actually be brought back — a canceled subscription can be reactivated until its billing cycle ends — and one click returns it to an active, renewing state.
Business impact: Save-the-sale moments convert immediately, while the customer is still in the Conversation, instead of being lost to a “we’ll process that” follow-up.