Reviews (3,138)
UPDATE: 2/12/20
I wish I could update this review with positive info, but if anything, their support has got WORSE. Not only that, but now they want to charge you extra for priority support.
We are currently 5 DAYS into a major bug brought to light by one of our customers. A discount code was supposed to apply to a customer's first 3 charges, but is only applying to 1.
Two days ago, they tried blaming us for "Fully Disabling" the code although we provided a screen shot that the code was simply made Inactive (per their support site documentation) to allow it to continue to work for existing subscriptions, but no new subscriptions past the offer date.
(BTW it takes them a full 24 hours to respond to you, even if its useless info).
Today we get an email claiming that the customer didn't use the code in question and used a code that has been disabled for almost a year.
We gladly provided screen shots ONCE AGAIN showing that the service rep is providing inaccurate information and now wasting another 24 hours.
Mean while we have several hundred customers that used this code and whose subscriptions are running without the code being applied.
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With the pricing they charge, I'm not sure what they spend their development time on...
From Migration:
You send them a file with fields mapped, but you are responsible for everything. What I mean by this is they do not report any errors or potential errors back, its on you to export what they imported in and check it against what you sent them.
The other issue is that we migrated from another platform that allowed customers to have more than 1 card vaulted. ReCharge would only allow us to use a customer ID and pulled the "Default" card on the customer record. We had to go through 3000+ customer records manually to make sure the card on file for their subscription was set to their "Default" card. A better solution would have been for ReCharge to allow the unique token id that referenced the customer and the exact card they were using.
Another issue we had was with the frequency, but some of that I'll take the blame for. We switched from offering every Month or every other Month as shipping frequency options. We setup 30 Days or 60 Days. Instead of being able to map those during import, ReCharge imported as is. While this did not affect orders from processing correctly, it did cause an issue when customers try to edit that frequency. Since they didn't write their code to handle both frequency (30, 60, 90 etc) and interval (days, months, etc) my customers are presented with the option of 30 or 60 MONTHS, yes MONTHS when they try to change their frequency. I've since been able to fix by exporting all our subscriptions, editing the frequency and interval manually and having them re-import.
ISSUES WITH DISCOUNTS:
For whatever reason ReCharge has discounts, but they didn't set it up to handle the basic logic that Shopify does. So you can't setup discounts like:
1) Fixed $ amount or % off an order
2) discounts off specific products/variants
3) BUY X GET Y
It only lets you set % and $ off ALL PRODUCTS in your cart, as specific product (yes, a SINGLE product...apparently they forgot what multiselect is), or a specific collection. While some people might not mind creating a collection for every single discount they setup in ReCharge, a collection still does not get you the option to exclude/include specific variants.
ISSUES WITH TAXES:
While ReCharge does seem to read products to see if they are taxable, they didn't think it important enough to read the customer record to see if they are tax exempt or not. So we currently have hundreds of customers screaming at us that we are charging them sales tax even though they are tax exempt. ReCharge's suggestion: "A lot of our customers just give the customer a discount." Yes, because I'm sure the IRS will take the excuse: "Oh yes, I know our accounting software is showing we collected all that money in taxes, but it really wasn't taxes, we gave a discount. You see?" What could possibly go wrong?
