Skipwell documentation

Skipwell shows a subscriber's Recharge subscriptions next to their Zendesk ticket and lets the agents you allow skip, reschedule, pause, swap, change frequency or quantity, cancel, reactivate, apply discounts and refund, with every change logged on the ticket. Questions: hello@greatwork.company (a person replies within one business day).

Before you install

• Recharge plan and API access. Skipwell uses Recharge's Admin API with a token the store owner creates. Recharge's API reference marks only checkouts and bundles as limited to higher plans; the endpoints Skipwell uses carry no plan tag. We have not confirmed API token access on the Standard plan ourselves, so check that Tools & apps > API tokens exists in your Recharge merchant portal (or ask Recharge) before the trial ends.
• Who creates the token. Only store owners see API tokens by default, and only a store owner can accept Recharge's API terms, which Recharge shows before the first token.

Setting up

1. In Recharge, open Tools & apps > API tokens, choose Create new under Admin tokens, name it "Skipwell for Zendesk" and set the access below. Save, then copy the token.
2. In Zendesk, install Skipwell and paste the token into Recharge API token.
3. Optional: a Store label (shown in notes and the store switcher) and the Zendesk brand ids that should open this store.
4. Choose Who may take actions and the switches, limits and lists below.

Token access

A read-only token works: agents see everything and the action buttons answer with a clear message from Recharge. Without payment methods or store access, the sidebar still loads and shows less.

Several stores

Add a second or third token with its own Store label (the label turns the store on) and brands. Tickets from a listed brand open that store first; agents can switch.

Who may act, and limits

• Who may take actions: admin (default), agent for everyone, custom role ids, or group:<id>, separated by commas. Everyone else sees the sidebar read-only. The user profile sidebar is always read-only, because every action is logged on a ticket.

• Switches: skip, reschedule and pause; frequency, swap and quantity; cancel and reactivate; discounts; refunds.

• Largest refund without an admin: in the charge's currency; 0 means no limit.

• Discount codes agents may apply: leave empty for any enabled discount.

• Cancellation reasons and Refund reasons: your own lists, or the standard ones.

• Products agents can swap to: one per line, the variant id then the name agents see:

  44012345678901 Dark roast, 12 oz
  44012345678902 Decaf, 12 oz
  

  The variant id is the number at the end of the variant's address in your Shopify admin (.../products/123/variants/44012345678901).

• Matching: Skipwell matches by every email on the requester's profile. Optionally name a Zendesk user field that holds the Recharge customer id.

Using it

• Subscriptions show product and variant, price and quantity, how often it ships (and bills, for prepaid), status and next charge. Upcoming charges list scheduled, skipped and failing charges with discounts. Recent charges show paid charges from the last 90 days with the order number, refunds and a link to the Shopify order.
• Skip next skips this subscription on its next charge; other items on that charge still ship. Unskip puts it back until the charge date.
• Reschedule moves the next charge to a date; later deliveries follow on from it. If another subscription at the same address charges that day, Recharge combines them.
• Pause moves the next charge out by 1 to 12 deliveries. This is how Recharge pauses: there is no separate paused state, and the subscription carries on from the new date.
• Frequency offers the frequencies your store's subscription plans have for that product, or any other. Recharge recalculates the next charge and resets skips for that subscription.
• Swap changes the product or variant from the next charge, with the new variant's price or the current one. Recharge refuses a variant id your store doesn't have.
• Quantity, Cancel (a reason is required and saved in Recharge with the ticket number; you choose whether Recharge emails the customer) and Reactivate.
• Apply discount on a scheduled charge: to that charge only (Recharge drops it if the charge is rebuilt, for example after a quantity change), or to every future charge at that address. Recharge allows one discount per charge and per address.
• Refund all or part of a paid charge to the original payment method, with a reason recorded on the ticket.

Every action shows a sentence saying exactly what will happen, and the button stays off while anything blocks it (the red box says why). Skipwell reads Recharge again right before sending, so it acts on what Recharge has now, and sends each change once. If the connection drops while Recharge answers, Skipwell checks Recharge instead of sending again and tells you what it found. After each change it adds an internal note and a skipwell_* tag to the ticket.

Limits

• Recharge's API lists paid charges from the last 90 days only.
• On stores that use Shopify Checkout, Recharge doesn't refund through its API; refund the Shopify order (Skipwell links to it).
• Prepaid subscriptions can't be skipped, swapped or changed in frequency from Skipwell.
• Skipwell doesn't edit addresses, payment methods, one-time add-ons or bundle contents, and can't charge a card.

Troubleshooting

Your data

Your token is a Zendesk secure setting: Zendesk adds it to requests on the way to api.rechargeapps.com and nowhere else, and it never reaches the browser. Skipwell has no server, keeps no copies, has no export, does no background work and uses no AI. Full details: https://greatwork.company/apps/skipwell/privacy.