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Customer Portal

🚀 Getting Started

Welcome to Recurly Commerce

You've installed the app — now let's get your subscriptions live. Follow these 6 steps and you'll be up and running in no time.

6
Setup Steps
~60
Min to Launch
0
Code Required
👤

Step 3: Configure the Customer Portal

The Customer Portal is where your subscribers manage everything about their subscription. A well-configured portal reduces support tickets and keeps customers from cancelling.

▶
📹 Watch · Step 3 Video

Customer Portal Configuration

Learn how to set up self-service options and brand your customer portal.
1

Navigate to Customer Portal in the App

In Recurly Commerce, click the Customer Portal tab. Note: this feature must be enabled on your plan before it becomes available.

2

Enable Self-Service Actions

Toggle the subscriber permissions you want to allow. Each toggle applies immediately after saving, so review carefully before clicking Save.

3

Match Your Brand

Customize portal colors, fonts, borders, and copy to align with your storefront. A seamless experience between your store and portal builds trust.

4

Set Up Cancellation Flows

Configure what happens when a subscriber tries to cancel — offer a pause, a discount, or gather feedback. This is one of your most powerful churn prevention tools.

🎛️ Self-Service Permissions — What to Enable

⏭️

Skip Next Delivery

Let customers skip without cancelling. Perfect for vacations or "I still have some left" moments. Prevents a cancel that was really just a pause.

Highly Recommended
📅

Change Renewal Date

Allow customers to push or pull their next charge date. Flexibility here reduces "I got charged before I expected" cancellations.

Recommended
🔀

Swap Products

Let subscribers switch SKUs within a plan. Keep them in the ecosystem even when preferences change — swapping is always better than cancelling.

Recommended
⏸️

Pause Subscription

Offer an indefinite or limited pause instead of a hard cancel. Customers who pause are far more likely to resume than those who cancel outright.

Churn Saver
💡

Pro Tip · Churn Prevention Flows

Before a subscriber can cancel, show them a retention offer — a discount, a skip option, or a pause. This single feature can recover a significant percentage of would-be cancellations. Set it up before you go live so it's working from day one.

✅

Step 3 Checklist

✓
Customer Portal feature confirmed active on your planCheck Plan settings if this section is unavailable
✓
Self-service permissions configured (skip, swap, pause, etc.)Enable at least skip + change renewal date
✓
Portal branding matched to your storefrontColors, fonts, and copy aligned
✓
Cancellation/churn prevention flow configuredAt minimum, offer a pause or discount before cancel
← Storefront Setup Next: Notifications →

Updated 3 months ago