Edit Recharge Subscriptions with Klaviyo Helpdesk

You will learn

Learn how to change a customer’s Recharge subscription quantity, skip an upcoming charge, or cancel a subscription directly from a Klaviyo Helpdesk ticket. Quantity changes, skips, and cancellations use separate controls and confirmation steps.

For example, you can help a customer take a short break from their subscription or increase the quantity for future subscription orders.

Before you begin

Confirm the following before opening the customer’s ticket:

• Shopify and Recharge are integrated with Klaviyo.
• Subscriptions are enabled with Recharge selected as the provider. For setup instructions, see How to connect your subscriptions provider to Customer Hub.
• Your account has access to Helpdesk ticketing features, and you have permission to edit Helpdesk tickets. An Owner or Admin role alone does not enable subscription actions on an account without these features.
• The customer has an active Recharge subscription associated with their Klaviyo profile. Actions are disabled for canceled subscriptions.

Open the customer’s subscription

1. Open Helpdesk > click the customer’s ticket.
2. In the right-hand panel, find the customer’s activity and click the subscription count to open Subscriptions.
3. Select the subscription under Active subscriptions to open its details. Check the product and next charge date to make sure you are changing the correct subscription.

If the subscription count does not appear, check that Shopify is connected, Recharge is selected as the enabled subscriptions provider, and subscription data is available for the customer’s profile.

Choose a subscription action

Choose the action that matches the customer’s request. You do not need to skip or cancel a subscription to change its quantity.

Change the quantity

1. Click Edit subscription in the subscription details.
2. Use the quantity field or its + / – controls to set the quantity. The minimum quantity is 1.
3. Review the quantity, then click Save.

Skip an upcoming charge

1. Click the three-dot options menu next to Edit subscription, then select Skip subscription.
2. Review the next charge date shown in the confirmation dialog. Confirm that it matches the break the customer requested.
3. Click Skip subscription to confirm.

Skip subscription is disabled when no charge is available to skip.

Cancel a subscription

1. Click the three-dot options menu, then select Cancel subscription.
2. Enter a cancellation reason. A reason is required before you can submit the cancellation.
3. Review the request, then click Submit. To leave the subscription unchanged instead, click Keep subscription.

Confirm the result

After a successful action, the dialog closes and a success notification appears. Changes may take a few minutes to take effect. Confirm the result before sending the customer an update about their subscription.

FAQ

Can I leave the subscription unchanged before confirming?
Yes. Click Cancel in the quantity or skip dialog, or Keep subscription in the cancellation dialog. Review each change before saving or confirming it.

Q: Can I issue a refund here?
A: Not yet—do that in Shopify or Recharge.

How do I check when the customer will be charged after a skip?
The Skip subscription confirmation dialog shows the next charge date. Review it with the customer before confirming the skip.