How to skip a Recharge subscription order from a Zendesk ticket

To skip a subscriber's next Recharge delivery without leaving Zendesk, install Skipwell, open the customer's ticket, find the subscription in the sidebar and click Skip next. Skipwell shows the charge date and whether other items on that charge still go out, you confirm with Skip, and Recharge skips that one subscription. The ticket gets an internal note and the skipwell_skip tag.

Before you start

The Recharge API token in Skipwell's settings needs Read and Write access on Orders, because a skip is a change to the upcoming charge. The skip, reschedule and pause switch must be on, and the agent must be listed in Who may take actions (admins only by default). The full access table is in the Skipwell documentation.

Steps

1. Open the ticket. Skipwell matches the requester by every email on their Zendesk profile. If the subscriber wrote in from another address, type their email or Recharge customer id into the Find box.
2. Find the subscription. Each one shows the product and variant, quantity, price, how often it ships, its status and the next charge.
3. Click Skip next. The Skip the next delivery panel opens and says in one sentence what will happen.
4. Check the other items. A skip applies to this subscription only. Other items on the same charge still ship.
5. Add a note if you like, then click Skip. Nothing reaches Recharge until you do.
6. Reply to the customer. The skipped charge now appears under Upcoming charges as skipped, so you can quote the next date that will actually ship.

Skip, unskip or reschedule: which one?

If another subscription at the same address charges on the date you reschedule to, Recharge combines them into one charge.

What gets logged

Use the tags in a view or report to see how many skips your team handles each month.

When the button isn't there

• Prepaid subscriptions can't be skipped from Skipwell.
• Skip next only appears when the next charge is scheduled. A charge that already ran is under Recent charges instead.
• If the action panel shows a red box, it says what blocks the action. If Recharge answers "is saving another change to this customer's address", nothing happened: wait a few seconds, click Refresh and try again.

What it costs

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