The main goal of your recovery campaign is to resume your customer's subscription with an updated payment method. Generally you'll want a single call to action in the body of the email: "Update Your Card" with a link to the card update page. (This is the default "{{capture.link}}" snippet.)

That said, you may find reasons to link to additional customer account pages in ReCharge besides the card update page.

  • For example, giving the customer the option to skip a delivery could be useful if they are ignoring emails because they aren't ready for another shipment. Delaying a shipment prevents them from outright churning from a canceled subscription and keeps the relationship alive.

This article outlines how to create links to additional account pages besides the card update page.

  • You may need to adapt these instructions based on the URL structure of your ReCharge account pages
  • If using custom links, be sure customers aren't inadvertently greeted with popups from your site.
  • Some ReCharge stores are set up to block/hide schedule changes for past-due customers. Make sure customers actually have the option you've presented once they get to the page.

Add the link

You can create dynamic/variable links using the ReCharge customer portal. A link to send them to a page in order to adjust their delivery schedule might look something like this:

https://YOURDOMAIN.com/tools/recurring/customers/{{customer.properties.recharge.hash}}/delivery_schedule
  • You would create a link in a campaign email (e.g. "Update your delivery schedule" linking to the URL above), and Churn Buster will turn it into a functioning link by dynamically inserting the customer ID in the double brackets. 
  • Make sure to replace "YOURDOMAIN" with your actual domain.
  • Click "Save" when you're done editing the email.

This could be seen as a fallback option to save a subscriber before they churn, by delaying the order instead of canceling the subscription. We recommend it as a fallback to the card update link in the second-to-last email, with a message like: “Not ready for this shipment? Click here to manage your subscription.

  • Alternatively, you could prompt a reply for a manual interaction with something like: "P.S. If you'd like to skip a month or adjust your delivery schedule, please reply to this email."

   

Test the link

Method 1: Manually test for a single customer

To manually test the link for a single customer, replace {{customer.properties.recharge.hash}} in the URL with a specific customer's ReCharge hash found on a Customer Details page.

Method 2: Test that the link is dynamically populated

Sending a test email from the Campaign page doesn't add the ReCharge hash to produce a functioning link, so the best way to test that the link is working properly is in an upcoming action of a customer already in a campaign (or in an upcoming campaign).

  • On the Customers page, click a customer email address to see the campaign details. 
  • Click on the upcoming email action to see a preview of the upcoming email.
  • Hover over the link in the email preview to see the dynamically generated URL. (Additionally, you can click "Send me a test" to get the email in your inbox.)

Note: Saved changes to a campaign email apply only to emails sent going forward.

   

What happens to the campaign?

If a customer changes the delivery schedule or order date, the Churn Buster campaign will automatically stop. A new campaign will start the next time the customer fails a payment.

   

Related articles

To learn more about custom options for the card update page, check out these articles: 

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