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The Recharge integration connects Recharge, a subscription-commerce platform for Shopify, to Chatarmin CX. When a ticket contact’s email matches a customer in a connected Recharge store, their subscriptions appear in the customer panel. Agents can move the next charge date or cancel a subscription without leaving the ticket.
Recharge subscriptions appear in the customer panel on a ticket. Recharge does not create inbox tickets or notifications in cx.

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When to use it

Use Recharge when you sell subscription products through Shopify and your support team regularly handles:
  • “When is my next order charged?” and “What am I subscribed to?” questions
  • requests to push back the next charge or delivery
  • subscription cancellations
The integration keeps ticket context and subscription details in one place instead of switching to the Recharge merchant portal.

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Set up Recharge

You need:
  • the Manage integrations permission in cx (admins have it by default — see Roles and permissions)
  • a Recharge API token for each store you want to connect
Based on the Recharge API calls cx makes, the token needs read access to customers and read and write access to subscriptions. A read-only token shows subscriptions, but Move date and Cancel will fail. Create the token in your Recharge merchant portal; see the Recharge API documentation for current token and scope options.
1

Open integrations

Open integrations from your workspace settings and choose Recharge.
2

Connect a store

Click Connect, paste the token into API Token, and click Connect again. The connection then shows as Connected.
3

Run a read-only test

cx saves the token without testing it against Recharge. Open a ticket from a customer you know has a Recharge subscription and expand the Recharge row in the customer panel. If you see their subscriptions, the token works. Don’t use Move date or Cancel as a test — both change the real subscription.
4

Connect additional stores (optional)

Click + (Add new) next to Connected accounts and repeat for each Shopify store running Recharge. Each connection looks up customers in its own store.
cx doesn’t ask for a connection name, so every Recharge connection is labelled Integration — in settings, in the customer panel, and in the AI Agent store picker. If you connect several stores, write down which store you added on which date. The settings card shows the date each connection was added.

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Update or disconnect

  • Replace the token: open the connection on the Recharge settings page, paste the new token into API Token, and click Connect.
  • Disconnect: open the Connected menu on the connection, choose Disconnect, then confirm Delete. This can’t be undone. Remove the connection from any AI Agent actions that use it, and revoke the token in Recharge if you no longer need it.

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Use Recharge in the inbox

cx looks up the contact’s email in each connected Recharge store.
  1. Open a ticket with a contact that has an email address.
  2. In the customer panel, expand the Recharge row (shown with the Recharge logo).
  3. Each subscription shows the product, variant, quantity, status, Next charge date, Amount, and Frequency (for example, “Every 2 weeks”). Active subscriptions are listed first.
  4. On an active subscription, use Move date or Cancel. Paused and cancelled subscriptions have no action buttons.

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Matching subscriptions to contacts

Subscriptions are matched by the contact’s email address against the customer email in Recharge. Only the contact’s main email is used.

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Inbox subscription actions

Cancel ends the customer’s subscription in Recharge, and cx has no action to undo it. Confirm with the customer first. To restore a subscription cancelled by mistake, use Recharge directly. cx doesn’t control whether Recharge sends its own cancellation email to the customer.
Before either change runs, cx looks up the Recharge customer for the ticket contact’s email again and checks that the subscription belongs to them. An agent can only change subscriptions owned by that email. After a successful change, the subscription list refreshes.

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AI Agent actions

Give an AI Agent Recharge actions when you want automation to answer subscription questions or move and cancel subscriptions on subscription tickets. Connect Recharge first, then enable the actions on the agent and choose which connections the agent may use under Recharge integrations.
  • Get subscription looks up a subscription by subscription ID, or all of a customer’s subscriptions by email (status, next charge date, product, quantity). When the agent passes both an ID and an email, cx only returns the subscription if it belongs to that email.
  • Move next charge date sets a new next charge date (today or later).
  • Cancel subscription cancels a subscription, with an optional reason the agent writes. Without one, cx records “Cancelled via ArminCX”.
Both write actions start with human approval set to Ask every time. In agent tests, write actions are simulated and don’t change Recharge.
Unlike the inbox buttons, AI write actions don’t check that the subscription belongs to the ticket’s contact. They only confirm the subscription ID exists in exactly one selected Recharge connection. Keep approval on, and check the subscription in the approval request before you approve.
In agent instructions, tell the agent to call Get subscription with the customer’s email first and only use a subscription ID it returns — never a guessed or remembered ID.

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Best practices

  • Keep the contact email aligned with the email the customer used to buy on Shopify. Update the contact if they wrote from a different address.
  • Confirm cancellations with the customer before you or an agent cancel. Cancellation can’t be undone from cx.
  • Keep Cancel subscription on Ask every time until you trust the agent’s cancellation playbook.
  • If you connect several stores, give each AI Agent only the connections it needs. A subscription ID found in more than one selected store makes write actions fail.

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Troubleshooting

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”Could not load Recharge subscriptions.”

cx doesn’t verify the token when you connect, so a wrong token shows up here first.
  • Confirm the token belongs to the right Recharge store and hasn’t been revoked.
  • Create a new token in Recharge if needed, then replace it on the Recharge settings page.

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”This Recharge integration is not configured correctly.”

The connection has no usable token. Replace the token on the Recharge settings page. If the message stays, contact support (see below).

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No Recharge row or no subscriptions

  • Check that the contact has an email address. Without one, there is no Recharge row.
  • Verify the contact’s email matches the customer email in Recharge.
  • Confirm the customer belongs to a Recharge store you connected in this workspace.

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An inbox action fails

The error message includes Recharge’s response.
  • “Subscription does not belong to this contact” or “No Recharge customer found for this contact”: the contact’s email doesn’t match the subscription’s customer in Recharge. Check the customer email in Recharge.
  • A permission error from Recharge usually means the token can read but not change subscriptions. Create a token with subscription write access.

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An AI write action fails

  • “…exists in multiple configured stores…”: the same subscription ID exists in two selected connections. Limit the action to one Recharge connection.
  • “This action is stale…”: the ticket got a newer message or was resolved after the action was proposed. Nothing changed in Recharge; check the current ticket before acting again.
If none of these help, contact support with the ticket number, the time of the error, and the exact message. Never send your Recharge API token.