What a subscriber can do
Skip the next shipment, move the date, swap the product or the size, pause for a while, resume, or cancel. Merrows finds the subscription from the customer's email address or phone number, reads the current plan back so they know what they are changing, and applies the change in Recharge.
A cancellation is a conversation rather than a button. Merrows asks why, offers the skip or the pause where that is what the customer actually wanted, and cancels cleanly when it is not, so you hear the reason instead of guessing at it later.
What your team sees
Every change is logged with its transcript, and a request Merrows could not complete (a payment method that failed, a product that is out of stock) is handed to your helpdesk with the subscription and the conversation attached.
Because the same conversation reads orders from Shopify, a subscriber who asks where the last box is and then wants to delay the next one is handled in one exchange rather than two tickets, and both answers come from the same records your team already reads.
Any channel, one subscriber
Phone, website chat, SMS and email all reach the same Recharge connection. A subscriber who texts "skip this month" gets the same result as one who calls, and the confirmation goes back the way they came.
You pay by outcome: a subscription change completed without a person is a resolved conversation. Read the WISMO guide for how order and subscription questions fit together, and the cost guide for how outcome billing compares with per-minute plans.