How to pause or cancel a Recharge subscription from Zendesk

To pause or cancel a Recharge subscription from a Zendesk ticket, install Skipwell, open the subscriber's ticket and click Pause or Cancel on the subscription in the sidebar. Pause moves the next charge out by 1 to 12 deliveries and shows the new date before you confirm. Cancel asks for a reason, saves it in Recharge with the ticket number, and lets you choose whether Recharge emails the customer.

Before you start

The Recharge API token needs Read and Write access on Subscriptions. In Skipwell's settings, the skip, reschedule and pause switch covers pausing, and the cancel and reactivate switch covers cancelling. The agent must be in Who may take actions. Everyone else sees the sidebar read-only.

Pause a subscription

1. Open the ticket and find the subscription in the sidebar.
2. Click Pause. The Pause deliveries panel opens.
3. Choose how many deliveries to pause, from 1 to 12. The panel shows the date the subscription will charge again.
4. Confirm. Recharge moves the next charge to that date, and the subscription carries on from there.

This is how Recharge pauses: it has no separate paused state. The subscription stays active with a later next charge, and the ticket gets the skipwell_pause tag.

Offer something before cancelling

A subscriber who writes "cancel" often wants something smaller. The same panel can do each of these without cancelling:

Frequency offers the frequencies your store's subscription plans have for that product. Swap offers the products listed in Products agents can swap to (one per line, Shopify variant id first), plus Another variant (type its id) for any other variant. Admins can limit which discount codes agents may apply.

Cancel a subscription

1. Click Cancel on the subscription. The Cancel subscription panel opens.
2. Pick a reason. A reason is required. The list is your own Cancellation reasons setting, or the standard reasons if you left it empty.
3. Choose whether Recharge emails the customer.
4. Click Cancel subscription. Recharge cancels it and saves the reason with the ticket number.

The ticket gets an internal note and the skipwell_cancel tag. If the customer changes their mind, Reactivate on the same subscription brings it back, tagged skipwell_reactivate.

Limits

• Prepaid subscriptions can't be swapped or changed in frequency from Skipwell.
• Skipwell doesn't edit addresses, payment methods, one-time add-ons or bundle contents.
• The user profile sidebar is always read-only, because every action is logged on a ticket.

What it costs

Skipwell is $10 a month per agent on the Standard plan, billed monthly by Zendesk, with every feature included. It has a 14-day free trial, and Zendesk asks for a card at install. Every setting is in the Skipwell documentation.