Name: Launch Smarter: Optimize Your Recurly Commerce Setup
Uploaded: 2026-01-29T17:00:53.972Z
Duration: 23 min 20 s
Description: Launch Smarter: Optimize Your Recurly Commerce Setup

Transcript for "Launch Smarter: Optimize Your Recurly Commerce Setup": Well, good morning, everyone. Thank you for joining in early. We're gonna give one minute to go, and we will start while everybody joins. Alright. So let's get started. Good morning, everyone. Thank you for joining our navigate session. Today, we're gonna have a really fun session, which is gonna be specifically related to Recurly Commerce. What we want to do today is to help you launch your store in a better optimized way. Today, we have a a really good session, and let's kick it off with an introduction of myself. So a pleasure to meet you all. My name is Santi. I am based out in Colombia, and I am a customer success manager. And my main idea and my main task here is to help you get the most out of Recurly. You will start seeing me very often on every single navigate commerce or Recurly. Every event that we have, you're gonna continue seeing me. And my main idea is for you to use me as a resource for yourself and your businesses. Now let's start over with some housekeeping. First, we're gonna talk about the format. This is a hybrid workshop. What we're gonna do is that we're gonna see our recorded session, and then we're gonna go live into some q and a. We also have a q and a section that you will see on your screens. Please use that in order for us in any questions that you might have. We will take some time at the end of the session to answer your questions. And as a follow-up, you guys will receive a recording for this session along with all the takeaway materials that has, like, a step by step in order for you to optimize your launching of commerce. Before we start, I wanted to open up poll with two questions for you guys. First the first question that you will see on the poll is, are you launching subscriptions for the first time? It's a pretty quick question. And the other one, we'll go through once we start with the video. Before we kick it in, I just wanted to introduce Merrill Leguns, our senior customer success manager, who is an overall expert on commerce. He will be guiding you through everything to launch your everything that you need to have an optimized SOR and how to launch it effectively. So without further ado, let's kick it off with our video. Hi. Welcome to Recurly. My name is Morella Ganz, senior customer success manager. And today, we'll be reviewing Recurly Commerce. We'll be going over the initial setup and some of the key features. Let's get going. In this section, we'll review the process of creating a subscription offer. To do that, you'll select the create offer button on the top right hand of the screen. Next, you will provide some type of descriptive name for that subscription, offering. This is not gonna be displayed to the customer. This is something for you as a merchant. So make sure that the name that you give the the subscription is something that's meaningful, something easy for you to remember. For this particular ex example, we're gonna say cakes only. And after that, we can provide some additional descriptive text if you wanna include anything else that'll be helpful. The next thing that you're gonna do is select the products that qualify for that subscription offering. Here we're gonna select a few cakes here this one we're gonna say we're gonna do a fruitcake here and then we will select a blueberry cake. Okay. And notice that as we select the cakes that are included or available as part of the subscription on the right hand side underneath product summary that those cakes then appear. So this is a great visual way to let you know what products are included as part of the subscription. The next step is to determine the purchase option. So, in this particular case we're going to select the one time option as well as the subscribe and save option. You'll notice that on the right hand side underneath purchase options summary, you now see the one time purchase price for the case is $50 but then you have a subscribe and save option down below. Don't worry that there's not a, kind of a description yet of what the subscribe and save offer is. We're going to review that next. And now is where we decide what the options will be for the subscribe and save. So for us, we're gonna add an option. The first thing that we have to determine is what the delivery schedule will be for the product. We're gonna select one time each month. And then for our offer, we're gonna give a 20% off of a subscription. So the one time purchase of a cake will be $50 but if you subscribe to the cake of the month program, let's say, then you get 20% off the price and each delivery will be $40. You also have the option of gifting, a subscription or part of a subscription, you can toggle on the button here and you'll see some options here for gifting. Next, if you want to provide some flexibility in the plan for your subscribers, So if you want them to be able to swap out different cakes or to add macaroons or tarts as a part of their subscription, this is where you can make that happen. So you can select the products that are available for a swap. So I want them to be able to swap any of the cakes for a rose cake, a ribbon cake, if you want two blueberry cakes or fruit cake or if I want for my tarts to be able to be added into the subscription, so I can choose a cherry tart or raspberry tart or even the macaroons, then I can select those options there. If you want to provide some type of special discount in addition to the 20% off subscription, you can configure those here. Let's say if you want to offer by order, so off of let's say your you know the first three are 10% off of your first three orders you can offer that there or if you want the first three products so any type of quantity discount you can add it here. If you want to offer free shipping there's a toggle switch for that. You can also have your contract terms that you can determine here. And then cancellation flows. We're not gonna review cancellation flows on this particular screen. There's another screen where we'll get into more detail but just know that cancellation flows are very, important for customer retention, is also retained revenue. So we'll discuss that in a different screen. Next, let's take a look at the customer portal. The customer portal is where it controls the actions your subscribers can take, and how they can manage their subscription plan. So as you see here there's a lot of different options available, to the right toggles on the option, to the left toggles off. So what this means is that you have the opportunity to determine if a customer can do things like skip their delivery or change their date or adjust quantities and you could just kind of read through these you know whether they can do discount codes. But one I want to really call your attention to is the pause and unpause feature. In the recurrently state of subscriptions, we see, our report from 2025 as well as, the upcoming report in 2026 that the pause functionality is super super desirable, it's important, for customer retention. By default, if you toggle this on, it's gonna be set to pause indefinitely. That is not a best practice to have it pause indefinitely, so I always recommend for customers that if you allow customers to pause, you have to time box it. So three months is generally a good time for a pause. So just know, I just wanna call that out as an option and kind of a best practice there. Further down on this page, you have the chance to customize your template. So, yeah, what do you want the default colors to be? The fonts, you know, whether or not you want a welcome banner, upsell banner, and styles for the login and things of that nature. Getting down to the cancellation flows. Cancellation flows are a very, very, important retention opportunity and an important touch point in the customer journey. So let's say in the example if someone is getting a bunch of cakes but you know they're kind of no longer really wanting to you know continue their subscription and there could be a number of reasons for that. We can implement this cancellation flow as a way to deter them from canceling the subscription. In this particular case, let's say we're gonna call this too many cakes for the flow name and let's say if someone wants to cancel cake subscription. And the plan that we want to apply that to is the cake and treats. If we have multiple plans we can select some plans to, apply this flow to or not. This is important because what this means is that for the different products or groups or products or different subscription types you can have a different survey, a different retention strategy for each. So if let's say we want a different option for cakes versus tarts versus other type of pastries, then we can have that, the options here. So we're gonna apply this to the cakes and treats and the type of cancellation flow that we want to deploy is a survey with a possible retention play. So we're gonna toggle that on and, we're going to go through the process. So we're gonna add a reason. Let's say it was about quantity and the cancellation reason were too many cakes. Okay, so too many cakes and if that is the case we want to have some type of retention play. So let's say, would you like to skip your next order and, say too many treats. Skip your next order instead. Okay, and then the different options we have take action on whatever we select. This particular case we were talking about skipping the next order because there's too many suites. You could do things like pause the subscription or offer a discount or call support or something like that depending on the nature of what you want to do. In this particular case we're just going to see if they would like to skip the next order instead, skip the next order and save. And now we have our cancellation strategy in place. Okay. Let's now take a look at notifications. Notifications determine how you engage with your customers. You can see there are a number of different notifications from when a subscription is created, an order is placed, or even a failed payment. So what you have to think about with some of the notifications are best practices. So for example, under failed payment, we want to make sure that we have good things like make sure their branding matches your other communication, make sure that your copy is clear and friendly, think about mobile users, quite often commerce customers are mobile first. Create good strong calls to action, good subject lines, you can include things like imagery or video or HTML. I will caution you to use those things sparingly because for certain notifications like a failed payment, it's probably best just to get to the point. So these are the notifications. Just take a look at the different options. You can toggle them on with a toggle switch. So this represents a notification that is on as opposed to switch to the left. You'll see the notifications are off. Next, we'll look briefly at integrations. We have five integration partners that you see here, and integration partners allow you to extend the functionality of Recurly Commerce. So for example, if you want to take the idea of notifications and extend that further by having more customized look and feel or one click actions or things of that nature, then integrations and via our integration partners would be where you want to go. The last section we'll look at here is the settings and there's a specific area under payment failure experience that I wanna highlight. So the payment failure experience determines the actions taken when a subscription payment method fails. By default, this will be set up as intelligent retries and that is the recommended option. Intelligent retries employs, algorithms from machine learning and over a decade of experience to understand when would be the ideal time to retry a payment. And so we see a lot of customers that will try to, you know, have some form of failure payment experience determined by guessing. So let's say for example, like, I wanna try two times every three days. There's no data that goes behind that. It's just a guess, really. So the recommended action is to utilize intelligent retries, which is data driven and is backed by over a decade of experience. Thank you so much for the time today. I hope you found the platform intuitive and the overview helpful. If for whatever reason you have questions or anything like that about Recurly Commerce, feel free to reach out to our support team. You can reach them at [email protected]. Have a good day. We are back from the video. Thank you so much for the the the great examples, Merrill. Now we have you here on the stage. And we just wanted to give you some space in terms of everybody, if you have any questions that you want to ask, you have the Q and A session on your screen. If you have any questions, please ask them. We're gonna be here for a couple of minutes in order to answer any of your questions. Otherwise, we will just send you the recording and all the information. Merrill, do you have any other tips, anything that you have in your mind, or anything meanwhile we get any questions? Yeah. The the commerce space is super fun, exciting. It's fast paced. A lot of new things, you know, we're working on here with at Recurly on Recurly Commerce. So I suspect that this will be a first of many, these type of small webinars, talking about ways to optimize the commerce flow. I know we we we share a lot today, and so the the docs that are gonna be shared, be sure just to give them a a once over. If there are any questions or you have ideas, bring them to the office hours. You'll see the banner down below. That's gonna be a great time for kind of some ideating, some q and a type of you know, it's just a great opportunity. So really looking forward to that. Thank you so much, Mariela. And in order in in the same order of information, we also have an office hours that are gonna be solely based on this topic. They are gonna be next week. They are gonna be on February 6. You have on your screen the link. You just have to click wherever you see the office hours so that you guys can join our session and answer any questions. The main idea for this session is for you guys to learn a little bit more about this, and then you can go ahead and play around with it. And if you have any questions, you have the opportunity to come back on February 6 and see or ask any questions that you have regarding this topic. We will be there in order to answer any of your questions. So, Merrill, so far, we don't have any questions. I think this is the way that it's gonna go. I'm just gonna launch here our survey so that we can close this session. So you also have a survey right now in order for you to give us any feedback that you see that it's available for us and that we can work on. And that will be pretty much it for today. Merrill, thank you so much for joining us, and thank you so much for all the helpful information that you have provided us with. And I hope to see you next week on our office hours. Great. Thanks for? the time. Of course. So thank you everyone for joining. We'll see you next week, and we will send you the recording and the information with the slides. Thank you, everyone, for joining, and see you next time. Appreciate it.