Recharge Subscriptions App

Nikola from their support team has done an amazing job helping out with all questions, and the broader support team has been great as well. Recharge works seamlessly as a product and has every integration needed.

I was with Recharge for 3.5 years. Back in June, we started with an issue where recurring subscriptions were being denied. Recharge blamed it on Shopify, who had made no changes, so it was a Recharge error. I was finally told after a week of being bounced around by techs that the problem was resolved, and it happened again in August and September, causing mass chaos for my customers. Each time, it happened on a weekend, and they don't work on the weekends. I finally migrated to another app because of Recharge's declining customer service. They didn't even try and keep me, after 3.5 years of business and after months of pretty major program errors they weren't concerned with fixing in a timely fashion. The app and customer service were amazing for over 3 years. I'm not sure what has happened within the last 4 months, but both the app AND customer service fail pretty miserably now.

This app is the worst. Little support, lost all of our subscribers multiple times. Out a bunch of revenue and angry customers and no support unless you pay $499/m (which would be fine if we could hold on to our subscribers, but since we have no revenue after using Recharge it doesn't make much sense). Total waste of time.

This was a terrible experience. The customer service team was responsive but the app is poorly designed. The situation turned into a nightmare when the ReCharge team edited our live site instead of test theme (despite our explicit instructions not to do this).

I would skip this app and go with a service that understands the need for a strict separation between a sandbox and live site.

I hate the fact that I cannot have it billed through Shopify, but instead I have to manage a separate subscription. Utterly pointless and unnecessary!

Don't recommend paying extra for the pro version. They market it to you as having an even higher level of customer service. That is false. Since we've upgraded our account, our customers have been unable to login to their accounts or update their payment info. This has been going on for TWO WEEKS now. Recharge just keeps saying they are escalating the ticket with no resolution in site. Unbelievably frustrating.

UPDATE: 2/12/20

I wish I could update this review with positive info, but if anything, their support has got WORSE. Not only that, but now they want to charge you extra for priority support.
We are currently 5 DAYS into a major bug brought to light by one of our customers. A discount code was supposed to apply to a customer's first 3 charges, but is only applying to 1.
Two days ago, they tried blaming us for "Fully Disabling" the code although we provided a screen shot that the code was simply made Inactive (per their support site documentation) to allow it to continue to work for existing subscriptions, but no new subscriptions past the offer date.
(BTW it takes them a full 24 hours to respond to you, even if its useless info).
Today we get an email claiming that the customer didn't use the code in question and used a code that has been disabled for almost a year.
We gladly provided screen shots ONCE AGAIN showing that the service rep is providing inaccurate information and now wasting another 24 hours.
Mean while we have several hundred customers that used this code and whose subscriptions are running without the code being applied.

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With the pricing they charge, I'm not sure what they spend their development time on...

From Migration:
You send them a file with fields mapped, but you are responsible for everything. What I mean by this is they do not report any errors or potential errors back, its on you to export what they imported in and check it against what you sent them.
The other issue is that we migrated from another platform that allowed customers to have more than 1 card vaulted. ReCharge would only allow us to use a customer ID and pulled the "Default" card on the customer record. We had to go through 3000+ customer records manually to make sure the card on file for their subscription was set to their "Default" card. A better solution would have been for ReCharge to allow the unique token id that referenced the customer and the exact card they were using.
Another issue we had was with the frequency, but some of that I'll take the blame for. We switched from offering every Month or every other Month as shipping frequency options. We setup 30 Days or 60 Days. Instead of being able to map those during import, ReCharge imported as is. While this did not affect orders from processing correctly, it did cause an issue when customers try to edit that frequency. Since they didn't write their code to handle both frequency (30, 60, 90 etc) and interval (days, months, etc) my customers are presented with the option of 30 or 60 MONTHS, yes MONTHS when they try to change their frequency. I've since been able to fix by exporting all our subscriptions, editing the frequency and interval manually and having them re-import.

ISSUES WITH DISCOUNTS:
For whatever reason ReCharge has discounts, but they didn't set it up to handle the basic logic that Shopify does. So you can't setup discounts like:
1) Fixed $ amount or % off an order
2) discounts off specific products/variants
3) BUY X GET Y

It only lets you set % and $ off ALL PRODUCTS in your cart, as specific product (yes, a SINGLE product...apparently they forgot what multiselect is), or a specific collection. While some people might not mind creating a collection for every single discount they setup in ReCharge, a collection still does not get you the option to exclude/include specific variants.

ISSUES WITH TAXES:
While ReCharge does seem to read products to see if they are taxable, they didn't think it important enough to read the customer record to see if they are tax exempt or not. So we currently have hundreds of customers screaming at us that we are charging them sales tax even though they are tax exempt. ReCharge's suggestion: "A lot of our customers just give the customer a discount." Yes, because I'm sure the IRS will take the excuse: "Oh yes, I know our accounting software is showing we collected all that money in taxes, but it really wasn't taxes, we gave a discount. You see?" What could possibly go wrong?

Worst customer service support and such a confusing app to use. Looking for another solution. I cannot see my rulesets and customer service takes two days to get back and every message you send back to them will need two days to respond. Absolute joke of an app. I lost so many customers as the recharge app was telling my customers i had no stock.

One of the worst app experiences I've ever had in my 5 years on Shopify. Over 1 year of back & forth emails waiting days to hear back and ultimately get no where. :-(

We started using ReCharge over a year ago, because at the time it seemed to be the best app for subscriptions. Since then, they don't seem to have made any real progress, but have introduced some really bad bugs. In the meantime, other apps like Recurrly seem to have made great strides (A year ago we went with ReCharge over Recurrly).

Pressing issues today include the app not loading for weeks at a time from the Shopify store, so you literally cannot use the app!

Janky scripting issues with notifications and inability to make notification changes in many cases.

Even things as simple as sending their invoices are not simple. Invoice notifications are links to help pages to help you figure out how to find them instead of just including in the invoice email like, well...., every other company.

We will switch at some point here, but for now just highly recommend you check out an alternative. It seems like Recurrly is really on top of it. Until ReCharge is able to hire a product manager, I highly recommend you avoid them.