--- title: "Business and subscription glossary | Chargezen" description: "Understand subscriptions, customer service, marketing, payments, and business metrics with clear definitions, formulas, and examples from Chargezen." url: "https://chargezen.com/glossary" lang: "en" --- Canonical URL: https://chargezen.com/glossary # Omni-channel Commerce & Subscription Glossary Learn the key terms and metrics that power DTC, customer communication, and revenue operations. Terms Defined 201 Terms Defined Categories 12 Categories Search terms Showing 201 of 201 terms ## 1 [ ### 10DLC SMS Marketing 10-Digit Long Code A 10-digit phone number used for business SMS messaging. Requires registration with carriers to ensure deliverability and compliance. ](https://chargezen.com/glossary/10dlc-10-digit-long-code) ## 3 [ ### 3PL E-commerce Third-Party Logistics Outsourcing logistics operations to a third-party provider who handles warehousing, fulfillment, and shipping. ](https://chargezen.com/glossary/3pl-third-party-logistics) ## A [ ### A2P SMS Marketing Application-to-Person Messaging sent from an application or software to a person's mobile device, as opposed to person-to-person (P2P) messaging. ](https://chargezen.com/glossary/a2p-application-to-person)[ ### Abandoned cart E-commerce Abandoned cart A cart where a shopper added items but left before buying. ](https://chargezen.com/glossary/abandoned-cart)[ ### ACH payment Checkout ACH payment An electronic bank-to-bank transfer in the US, used for direct debits, payroll and some recurring payments. ](https://chargezen.com/glossary/ach-payment)[ ### Affiliate Affiliates Affiliate Partner An individual or business that promotes products in exchange for a commission on sales they generate through unique tracking links or codes. ](https://chargezen.com/glossary/affiliate-partner)[ ### Affiliate Disclosure Affiliates Affiliate Disclosure Required statement informing audiences that content includes affiliate links and the creator may earn commissions from purchases. ](https://chargezen.com/glossary/affiliate-disclosure)[ ### Affiliate Link Affiliates Affiliate Tracking Link A unique URL assigned to each affiliate that tracks clicks and conversions, attributing sales to the correct partner. ](https://chargezen.com/glossary/affiliate-link)[ ### Affiliate Network Affiliates Affiliate Network A platform that connects brands with affiliate publishers, handling tracking, reporting, and payments for affiliate programs. ](https://chargezen.com/glossary/affiliate-network)[ ### Agent Productivity Support Agent Productivity Metrics measuring how efficiently support agents handle customer inquiries, including tickets per hour and handle time. ](https://chargezen.com/glossary/agent-productivity)[ ### Agentic AI AI Agentic AI AI that plans and carries out multi-step tasks toward a goal, using tools and checking results, instead of only answering a single question. ](https://chargezen.com/glossary/agentic-ai)[ ### AI Agent AI AI Agent An autonomous AI system that can execute tasks, make decisions, and interact with other systems without human intervention. ](https://chargezen.com/glossary/ai-agent)[ ### AI Customer Service AI AI Customer Service Using artificial intelligence to automate and enhance customer support through chatbots, suggested responses, and intelligent routing. ](https://chargezen.com/glossary/ai-customer-service)[ ### AI guardrails AI AI guardrails Rules and limits that keep an AI agent safe and on-policy, such as which tools it can use, what it may say and which actions need approval. ](https://chargezen.com/glossary/ai-guardrails)[ ### AI hallucination AI AI hallucination When an AI model states something false or made up as if it were true. ](https://chargezen.com/glossary/ai-hallucination)[ ### AI memory AI AI memory What an AI agent remembers across conversations and tasks, such as customer history, team practices and approaches that worked. ](https://chargezen.com/glossary/ai-memory)[ ### AI Personalization Engine AI AI Personalization Engine Machine learning systems that automatically customize content, offers, and experiences for individual customers at scale. ](https://chargezen.com/glossary/ai-personalization-engine)[ ### AI playbook AI AI playbook Written, step-by-step instructions an AI agent follows for a specific kind of task, like handling a warranty claim. ](https://chargezen.com/glossary/ai-playbook)[ ### AI resolution rate Support AI resolution rate The share of customer conversations an AI agent fully resolves without a person stepping in. ](https://chargezen.com/glossary/ai-resolution-rate)[ ### Ambassador Program Influencer Brand Ambassador Program A long-term partnership program where selected individuals consistently represent and promote a brand in exchange for compensation, products, or perks. ](https://chargezen.com/glossary/brand-ambassador-program)[ ### Anchor Date Subscriptions Subscription Anchor Date The recurring date each month or period when subscription billing and delivery is scheduled to occur. ](https://chargezen.com/glossary/anchor-date)[ ### Annual subscription Subscriptions Annual subscription A subscription paid once a year, either for a year of access or for a year of deliveries. ](https://chargezen.com/glossary/annual-subscription)[ ### AOV Revenue Average Order Value The average amount spent each time a customer places an order. Increasing AOV is a key lever for revenue growth without acquiring new customers. ](https://chargezen.com/glossary/aov-average-order-value)[ ### Approval workflow AI Approval workflow A rule that makes an AI agent wait for a person's approval before certain actions, such as large refunds, uploads or sending messages. ](https://chargezen.com/glossary/approval-workflow)[ ### ARPU Revenue Average Revenue Per User The average amount of revenue generated per subscriber over a specific period. Calculated by dividing total revenue by the number of active subscribers. ](https://chargezen.com/glossary/arpu-average-revenue-per-user)[ ### ARR Revenue Annual Recurring Revenue The annualized value of recurring revenue from subscriptions. Calculated as MRR × 12. A key metric for forecasting and valuation. ](https://chargezen.com/glossary/arr-annual-recurring-revenue)[ ### Attribution Affiliates Revenue Attribution The process of determining which marketing touchpoint deserves credit for a conversion. Can be first-touch, last-touch, or multi-touch. ](https://chargezen.com/glossary/revenue-attribution)[ ### Audit trail AI Audit trail A record of every step an AI agent or user took: what it looked at, what it changed and when. ](https://chargezen.com/glossary/audit-trail)[ ### Auto-renewal Subscriptions Auto-renewal When a subscription renews automatically at the end of each billing cycle or term unless the customer cancels. ](https://chargezen.com/glossary/auto-renewal)[ ### Auto-Response AI Automated Response AI-generated replies to customer inquiries that can fully resolve issues or provide immediate acknowledgment. ](https://chargezen.com/glossary/auto-response)[ ### Automatic payments Subscriptions Automatic payments Payments taken automatically from a customer's saved card or bank account on a schedule they agreed to. ](https://chargezen.com/glossary/automatic-payments)[ ### Autonomous agent AI Autonomous agent An AI agent that can complete tasks without step-by-step instructions, deciding what to do next based on the goal and what it observes. ](https://chargezen.com/glossary/autonomous-agent) ## B [ ### Billing cycle Subscriptions Billing cycle The interval between charges on a subscription, such as weekly, monthly, quarterly or yearly. ](https://chargezen.com/glossary/billing-cycle)[ ### Browser agent AI Browser agent An AI agent that navigates websites, clicks, types, downloads and uploads to complete tasks in web apps. ](https://chargezen.com/glossary/browser-agent)[ ### Build-a-Box Subscriptions Build-a-Box Subscription A subscription model that allows customers to customize the contents of their recurring delivery, choosing from a selection of products. ](https://chargezen.com/glossary/build-a-box-subscription)[ ### Burn Rate Loyalty Points Burn Rate The rate at which loyalty points can be redeemed for rewards, determining the real-world value of accumulated points. ](https://chargezen.com/glossary/burn-rate-loyalty) ## C [ ### Cart Abandonment Checkout Cart Abandonment When a shopper adds items to their cart but leaves the site without completing the purchase. Average rate is ~70%. ](https://chargezen.com/glossary/cart-abandonment)[ ### Cart recovery E-commerce Cart recovery Reaching out to shoppers who abandoned their cart, usually by email or text, to bring them back to finish the purchase. ](https://chargezen.com/glossary/cart-recovery)[ ### Chat Widget Support Chat Widget The interface element on a website that allows visitors to initiate and conduct live chat conversations with support agents. ](https://chargezen.com/glossary/chat-widget)[ ### Chatbot Support Customer Service Chatbot An automated conversational interface that uses AI or rules to answer customer questions and perform actions without human agents. ](https://chargezen.com/glossary/chatbot)[ ### Checkout abandonment rate Checkout Checkout abandonment rate The share of shoppers who start checkout but do not finish. ](https://chargezen.com/glossary/checkout-abandonment-rate)[ ### Checkout Conversion Checkout Checkout Conversion Rate The percentage of customers who start the checkout process and complete their purchase. ](https://chargezen.com/glossary/checkout-conversion-rate)[ ### Churn Prediction AI Churn Prediction Using machine learning to identify subscribers who are likely to cancel, enabling proactive retention interventions. ](https://chargezen.com/glossary/churn-prediction)[ ### Churn Rate Retention Customer Churn Rate The percentage of subscribers who cancel their subscription during a given period. Lower churn rates indicate better customer satisfaction and product stickiness. ](https://chargezen.com/glossary/churn-rate)[ ### Click-Through Rate SMS Marketing Click-Through Rate (CTR) The percentage of message recipients who click on a link in the message, indicating engagement and interest. ](https://chargezen.com/glossary/click-through-rate)[ ### COGS Revenue Cost of goods sold (COGS) Cost of goods sold: the direct cost of making or buying the products you sell. ](https://chargezen.com/glossary/cogs)[ ### Cohort Analysis Retention Cohort Analysis A method of analyzing customer behavior by grouping them into cohorts based on when they subscribed, allowing you to track retention curves over time. ](https://chargezen.com/glossary/cohort-analysis)[ ### Commission Affiliates Affiliate Commission The payment an affiliate receives for driving a sale or conversion. Can be a percentage of sale value or a flat fee. ](https://chargezen.com/glossary/affiliate-commission)[ ### Computer use AI Computer use An AI agent working on a computer the way a person would: running code, handling files and using websites through a browser. ](https://chargezen.com/glossary/computer-use)[ ### Connected devices Subscriptions Connected devices Physical products linked to an app or online service, often sold with a subscription for refills, content or premium features. ](https://chargezen.com/glossary/connected-devices)[ ### Consumption Rate Subscriptions Product Consumption Rate The speed at which customers use up a product, used to optimize delivery schedules and predict reorder timing. ](https://chargezen.com/glossary/consumption-rate)[ ### Content Rights Influencer Content Rights The legal permissions to use influencer-created content beyond the original post, including in ads, website, and other marketing materials. ](https://chargezen.com/glossary/content-rights)[ ### Conversational AI AI Conversational AI AI that understands and responds to people in natural language across chat, text, email and voice. ](https://chargezen.com/glossary/conversational-ai)[ ### Conversational commerce Communication Conversational commerce Selling and serving customers through conversations, such as text, chat, WhatsApp or voice, often with AI. ](https://chargezen.com/glossary/conversational-commerce)[ ### Conversational SMS SMS Marketing Conversational SMS Two-way text messaging that enables real conversations between brands and customers, often powered by AI for scale. ](https://chargezen.com/glossary/conversational-sms)[ ### Conversion Rate Affiliates Conversion Rate The percentage of visitors who complete a desired action (purchase, signup, etc.) out of total visitors. ](https://chargezen.com/glossary/conversion-rate)[ ### Cookie Duration Affiliates Affiliate Cookie Duration The time window during which an affiliate receives credit for a sale after a customer clicks their link. ](https://chargezen.com/glossary/cookie-duration)[ ### Copilot AI AI Copilot An AI assistant that works alongside human operators, suggesting responses, surfacing insights, and automating routine tasks. ](https://chargezen.com/glossary/ai-copilot)[ ### Creator Brief Influencer Creator Brief A document provided to influencers outlining campaign goals, messaging guidelines, content requirements, and brand standards. ](https://chargezen.com/glossary/creator-brief)[ ### Creator Economy Influencer Creator Economy The ecosystem of independent content creators, platforms, and tools that enable individuals to monetize their audience and content. ](https://chargezen.com/glossary/creator-economy)[ ### Cross-Sell Checkout Cross-Sell Recommending related or complementary products to a customer based on their current selection or purchase history. ](https://chargezen.com/glossary/cross-sell)[ ### CSAT Communication Customer Satisfaction Score A metric measuring customer satisfaction with a product, service, or interaction. Typically measured on a 1-5 or 1-10 scale. ](https://chargezen.com/glossary/csat-customer-satisfaction-score)[ ### Customer acquisition cost Revenue Customer acquisition cost (CAC) The average amount you spend to win one new customer, including ads, discounts and marketing costs. ](https://chargezen.com/glossary/customer-acquisition-cost)[ ### Customer engagement score Retention Customer engagement score A score that sums up how actively a customer interacts with your brand, from purchases and portal visits to email clicks and messages. ](https://chargezen.com/glossary/customer-engagement-score)[ ### Customer portal Subscriptions Customer portal A secure page where customers manage their account and subscriptions: skip, swap, change frequency, update details or cancel. ](https://chargezen.com/glossary/customer-portal)[ ### Customer winback Retention Customer winback Bringing former customers or subscribers back, usually with a personal offer and an easy way to restart. ](https://chargezen.com/glossary/customer-winback) ## D [ ### Digital employee AI Digital employee An autonomous AI agent that does a defined job for a business, such as support, operations or reporting, with real tools and data within the access it is given. ](https://chargezen.com/glossary/digital-employee)[ ### Digital subscription Subscriptions Digital subscription A recurring payment for ongoing access to digital content, software or features. ](https://chargezen.com/glossary/digital-subscription)[ ### Discount code E-commerce Discount code A code customers enter at checkout to reduce the price of an order. Also called a promo, coupon or offer code. ](https://chargezen.com/glossary/discount-code)[ ### DTC E-commerce Direct-to-Consumer A business model where brands sell directly to customers without intermediaries like retailers or wholesalers. ](https://chargezen.com/glossary/dtc-direct-to-consumer)[ ### Dunning Retention Dunning Management The process of communicating with customers to recover failed payments. Includes retry logic, email sequences, and SMS reminders to update payment methods. ](https://chargezen.com/glossary/dunning-management)[ ### Dynamic pricing E-commerce Dynamic pricing Adjusting prices based on demand, timing, inventory or customer segment. ](https://chargezen.com/glossary/dynamic-pricing) ## E [ ### Earn Rate Loyalty Points Earn Rate The rate at which customers accumulate loyalty points for purchases or activities, typically expressed as points per dollar spent. ](https://chargezen.com/glossary/earn-rate)[ ### Engagement Rate Influencer Engagement Rate The percentage of an influencer's audience that actively interacts with their content through likes, comments, shares, and saves. ](https://chargezen.com/glossary/engagement-rate)[ ### Entitlements Subscriptions Entitlements (digital subscriptions) The access rights a customer gets because of their subscription, such as content, features or member pricing, which turn on and off with subscription status. ](https://chargezen.com/glossary/entitlements)[ ### EPC Affiliates Earnings Per Click The average amount an affiliate earns for each click they send to a merchant, used to evaluate program profitability. ](https://chargezen.com/glossary/epc-earnings-per-click)[ ### Escalation Support Ticket Escalation The process of transferring a support ticket to a higher-level agent, supervisor, or specialized team for resolution. ](https://chargezen.com/glossary/ticket-escalation) ## F [ ### First Response Time Communication First Response Time (FRT) The time between when a customer sends a message and when they receive the first response. A key customer service metric. ](https://chargezen.com/glossary/first-response-time)[ ### Free shipping E-commerce Free shipping Delivering orders at no shipping cost to the customer, often above an order threshold or as a subscription perk. ](https://chargezen.com/glossary/free-shipping)[ ### Fulfillment E-commerce Order Fulfillment The complete process of receiving, processing, and delivering orders to customers, including picking, packing, and shipping. ](https://chargezen.com/glossary/order-fulfillment) ## G [ ### Gift subscription Subscriptions Gift subscription A subscription bought by one person for someone else, usually prepaid for a set number of deliveries. ](https://chargezen.com/glossary/gift-subscription)[ ### GMV Revenue Gross Merchandise Value The total value of merchandise sold through a platform over a given period, before deducting fees, returns, or discounts. ](https://chargezen.com/glossary/gmv-gross-merchandise-value)[ ### Grounded answers AI Grounded answers AI answers based only on approved, verifiable sources, such as your policies, product data and customer records, rather than the model's general knowledge. ](https://chargezen.com/glossary/grounded-answers) ## H [ ### Headless Commerce E-commerce Headless Commerce An architecture where the frontend presentation layer is decoupled from the backend e-commerce functionality, allowing greater flexibility. ](https://chargezen.com/glossary/headless-commerce)[ ### Help Desk Support Help Desk Software Software that helps businesses manage customer support requests, track issues, and provide assistance through various channels. ](https://chargezen.com/glossary/help-desk-software)[ ### Human handoff Support Human handoff When an AI agent passes a conversation to a person, ideally with the full history and context so the customer does not repeat themselves. ](https://chargezen.com/glossary/human-handoff)[ ### Human in the loop AI Human in the loop A design where people review or approve key AI decisions before they take effect. ](https://chargezen.com/glossary/human-in-the-loop) ## I [ ### Influencer Affiliates Influencer Partner A content creator with an engaged audience who promotes products in exchange for compensation, products, or commissions. ](https://chargezen.com/glossary/influencer-partner)[ ### Influencer Marketing Influencer Influencer Marketing A marketing strategy that leverages individuals with engaged audiences to promote products through authentic content and recommendations. ](https://chargezen.com/glossary/influencer-marketing)[ ### Intent Detection AI Intent Detection AI-powered analysis of customer messages to understand what they're trying to accomplish or ask, enabling appropriate responses. ](https://chargezen.com/glossary/intent-detection)[ ### Involuntary Churn Retention Involuntary Churn Cancellations that occur due to failed payments rather than customer intent. Often referred to as passive churn and typically addressed through dunning. ](https://chargezen.com/glossary/involuntary-churn) ## K [ ### Keyword SMS Marketing SMS Keyword A specific word that customers can text to a number to trigger an action, such as subscribing to a list or receiving information. ](https://chargezen.com/glossary/sms-keyword)[ ### Knowledge Base Support Knowledge Base A self-service repository of articles, FAQs, and guides that helps customers find answers without contacting support. ](https://chargezen.com/glossary/knowledge-base) ## L [ ### List Growth SMS Marketing SMS List Growth Strategies and tactics for building your SMS subscriber base through opt-in collection methods. ](https://chargezen.com/glossary/sms-list-growth)[ ### Live Chat Support Live Chat Support Real-time text-based customer support through a chat widget on your website or app, enabling instant conversations. ](https://chargezen.com/glossary/live-chat)[ ### Loyalty Program Loyalty Customer Loyalty Program A structured marketing program that rewards customers for repeat purchases and engagement, encouraging long-term relationships. ](https://chargezen.com/glossary/loyalty-program)[ ### LTV Revenue Lifetime Value The total revenue expected from a customer over the entire duration of their relationship with your business. Higher LTV indicates stronger customer relationships and product-market fit. ](https://chargezen.com/glossary/ltv-lifetime-value) ## M [ ### Macros Support Support Macros Pre-written response templates that agents can use to quickly reply to common customer inquiries. ](https://chargezen.com/glossary/support-macros)[ ### Meal kits Subscriptions Meal kits A subscription that delivers pre-portioned ingredients and recipes, or prepared meals, on a recurring schedule. ](https://chargezen.com/glossary/meal-kits)[ ### Memberships program Subscriptions Memberships program A paid program that gives members extra perks, such as member pricing, free shipping or early access, for a recurring fee. ](https://chargezen.com/glossary/memberships-program)[ ### Micro-Influencer Influencer Micro-Influencer A content creator with 10,000-100,000 followers who typically has higher engagement rates and more niche audiences than larger influencers. ](https://chargezen.com/glossary/micro-influencer)[ ### MMS SMS Marketing Multimedia Messaging Service Text messages that include multimedia content like images, GIFs, videos, or audio files, enabling richer marketing communications. ](https://chargezen.com/glossary/mms-multimedia-messaging)[ ### Model Context Protocol AI Model Context Protocol (MCP) An open standard that lets AI apps like ChatGPT and Claude connect to business software and use its tools safely. Often shortened to MCP. ](https://chargezen.com/glossary/model-context-protocol)[ ### Monthly subscription Subscriptions Monthly subscription A subscription billed and usually delivered once a month. ](https://chargezen.com/glossary/monthly-subscription)[ ### MRR Revenue Monthly Recurring Revenue The predictable revenue a business can expect to receive every month from active subscriptions. Calculated by multiplying the number of subscribers by the average revenue per user (ARPU). ](https://chargezen.com/glossary/mrr-monthly-recurring-revenue)[ ### Multi-agent system AI Multi-agent system Several AI agents with different jobs that work together and hand tasks to one another. ](https://chargezen.com/glossary/multi-agent-system)[ ### Mystery Box Subscriptions Mystery Box Subscription A subscription model where customers receive a curated selection of products chosen by the brand, often themed or based on preferences. ](https://chargezen.com/glossary/mystery-box-subscription) ## N [ ### Nano-Influencer Influencer Nano-Influencer A content creator with 1,000-10,000 followers who has very high engagement and strong personal connections with their audience. ](https://chargezen.com/glossary/nano-influencer)[ ### Net Revenue Retention Revenue Net Revenue Retention (NRR) The percentage of recurring revenue retained from existing customers over a period, including expansion, contraction, and churn. NRR above 100% indicates growth from existing customers. ](https://chargezen.com/glossary/net-revenue-retention-nrr)[ ### NPS Communication Net Promoter Score A metric measuring customer loyalty based on likelihood to recommend. Calculated by subtracting detractors (0-6) from promoters (9-10). ](https://chargezen.com/glossary/nps-net-promoter-score) ## O [ ### Omnichannel Communication Omnichannel Communication A customer communication approach that provides a seamless experience across all channels (SMS, email, chat, voice) with consistent context. ](https://chargezen.com/glossary/omnichannel-communication)[ ### Onboarding flow Retention Onboarding flow The steps and messages a new customer gets after signing up, designed to help them succeed with the product quickly. ](https://chargezen.com/glossary/onboarding-flow)[ ### One-Click Checkout Checkout One-Click Checkout A checkout experience that allows returning customers to complete a purchase with a single click using saved payment information. ](https://chargezen.com/glossary/one-click-checkout)[ ### One-Time Add-On Subscriptions One-Time Add-On Purchase Additional products a subscriber can add to their next recurring order as a one-time purchase without changing their subscription. ](https://chargezen.com/glossary/one-time-add-on)[ ### One-time purchase E-commerce One-time purchase A single purchase with a single payment and no ongoing commitment. ](https://chargezen.com/glossary/one-time-purchase)[ ### Opt-In SMS Marketing SMS Opt-In The explicit consent a customer gives to receive text messages from a business. Required by law for marketing messages. ](https://chargezen.com/glossary/sms-opt-in)[ ### Opt-Out SMS Marketing SMS Opt-Out The process by which customers unsubscribe from receiving text messages. STOP keywords must be honored immediately. ](https://chargezen.com/glossary/sms-opt-out)[ ### Order management E-commerce Order management Tracking and handling orders from purchase through fulfillment, delivery, returns and refunds. ](https://chargezen.com/glossary/order-management) ## P [ ### Partial shipping E-commerce Partial shipping Fulfilling one order in more than one shipment, for example when some items are out of stock. ](https://chargezen.com/glossary/partial-shipping)[ ### Pause Subscriptions Pause Subscription The ability to temporarily suspend a subscription for a specified period without fully canceling. Helps retain customers who need a break. ](https://chargezen.com/glossary/pause-subscription)[ ### Payment API Checkout Payment API An interface that lets software create charges, save payment methods and manage refunds programmatically. ](https://chargezen.com/glossary/payment-api)[ ### Payment gateway Checkout Payment gateway The technology that securely captures payment details at checkout and sends them to the payment processor. ](https://chargezen.com/glossary/payment-gateway)[ ### Payment method Checkout Payment method How a customer pays, such as a credit or debit card, PayPal, Shop Pay, Apple Pay, a bank transfer or buy now, pay later. ](https://chargezen.com/glossary/payment-method)[ ### Payment processor Checkout Payment processor The company that moves payment data and funds between the customer's bank, the card networks and the merchant's bank. ](https://chargezen.com/glossary/payment-processor)[ ### Payout Affiliates Affiliate Payout The disbursement of earned commissions to affiliates. Can be via PayPal, bank transfer, or store credit. ](https://chargezen.com/glossary/affiliate-payout)[ ### PCI compliance Checkout PCI compliance (PCI DSS) Following the Payment Card Industry Data Security Standard (PCI DSS), the security rules for any business that stores, processes or transmits card data. ](https://chargezen.com/glossary/pci-compliance)[ ### Personalization AI AI Personalization Using AI to customize content, offers, and experiences for individual customers based on their behavior and preferences. ](https://chargezen.com/glossary/ai-personalization)[ ### Phygital subscription Subscriptions Phygital subscription A subscription that combines physical products with digital experiences, such as a product plus app content or online classes. ](https://chargezen.com/glossary/phygital-subscription)[ ### Points Loyalty Loyalty Points A virtual currency earned through purchases or activities that can be redeemed for rewards, discounts, or products. ](https://chargezen.com/glossary/loyalty-points)[ ### Points Liability Loyalty Points Liability The financial obligation a company has for unredeemed loyalty points, which must be accounted for on the balance sheet. ](https://chargezen.com/glossary/points-liability)[ ### Post-Purchase Upsell Checkout Post-Purchase Upsell An offer presented to customers immediately after completing their purchase, allowing them to add items without re-entering payment. ](https://chargezen.com/glossary/post-purchase-upsell)[ ### Predictive Analytics AI Predictive Analytics Using historical data and machine learning to forecast future customer behavior, such as churn risk or purchase likelihood. ](https://chargezen.com/glossary/predictive-analytics)[ ### Predictive Reordering Subscriptions Predictive Reordering Using AI to predict when customers will need product refills based on their individual usage patterns and behavior. ](https://chargezen.com/glossary/predictive-reordering)[ ### Prepaid Subscription Subscriptions Prepaid Subscription A subscription model where customers pay upfront for multiple billing cycles (e.g., 3, 6, or 12 months) typically at a discounted rate. ](https://chargezen.com/glossary/prepaid-subscription)[ ### Pro-rated billing Subscriptions Pro-rated billing Charging only for the part of a billing cycle a customer actually uses, for example after an upgrade or a mid-cycle change. ](https://chargezen.com/glossary/pro-rated-billing)[ ### Proactive Chat Support Proactive Chat Automatically initiating chat conversations with website visitors based on their behavior to offer assistance or drive conversions. ](https://chargezen.com/glossary/proactive-chat)[ ### Product bundles E-commerce Product bundles Several products sold together as one item, often at a discount. ](https://chargezen.com/glossary/product-bundles)[ ### Product margin Revenue Product margin The profit on a product after its direct costs, shown as a share of its price. ](https://chargezen.com/glossary/product-margin) ## Q [ ### Quiet Hours SMS Marketing Quiet Hours Time windows during which marketing messages should not be sent, typically late night and early morning. Required by TCPA. ](https://chargezen.com/glossary/quiet-hours) ## R [ ### Reactivation Retention Subscriber Reactivation The process of re-engaging churned subscribers to resume their subscription. Often involves win-back campaigns and special offers. ](https://chargezen.com/glossary/subscriber-reactivation)[ ### Recurring billing Subscriptions Recurring billing Charging customers automatically on a set schedule for an ongoing product or service. ](https://chargezen.com/glossary/recurring-billing)[ ### Recurring commerce Subscriptions Recurring commerce Any model where customers buy the same products or services again on a repeating basis, including subscriptions, memberships and auto-replenishment. ](https://chargezen.com/glossary/recurring-commerce)[ ### Recurring payment Subscriptions Recurring payment A payment that repeats on a set schedule using a saved payment method. ](https://chargezen.com/glossary/recurring-payment)[ ### Recurring subscription products Subscriptions Recurring subscription products Products bought on a set schedule through recurring payments, such as supplements, coffee, pet food or skincare. ](https://chargezen.com/glossary/recurring-subscription-products)[ ### Redemption Loyalty Loyalty Redemption The process of exchanging accumulated loyalty points or rewards for discounts, products, or other benefits. ](https://chargezen.com/glossary/loyalty-redemption)[ ### Referral Program Loyalty Customer Referral Program A program that incentivizes existing customers to recommend your brand to friends and family in exchange for rewards. ](https://chargezen.com/glossary/referral-program)[ ### Repeat customer E-commerce Repeat customer A customer who has bought from you at least twice. ](https://chargezen.com/glossary/repeat-customer)[ ### Replenishment Subscriptions Auto-Replenishment Automatic reordering of consumable products based on predicted usage or scheduled intervals to ensure customers never run out. ](https://chargezen.com/glossary/auto-replenishment)[ ### Resolution Time Communication Resolution Time The total time from when a customer inquiry is received until the issue is fully resolved. ](https://chargezen.com/glossary/resolution-time)[ ### Retention Rate Retention Customer Retention Rate The percentage of customers who remain subscribed over a period. Calculated as (Customers at End - New Customers) / Customers at Start × 100. ](https://chargezen.com/glossary/retention-rate)[ ### Retrieval-augmented generation AI Retrieval-augmented generation (RAG) A technique where an AI looks up relevant documents or records first, then writes its answer from what it found. Often shortened to RAG. ](https://chargezen.com/glossary/retrieval-augmented-generation)[ ### Revenue recognition Revenue Revenue recognition The accounting rule for when revenue counts as earned. For prepaid subscriptions, revenue is recognized as each delivery ships, not when the cash arrives. ](https://chargezen.com/glossary/revenue-recognition)[ ### RevOps E-commerce Revenue Operations A business function that aligns marketing, sales, and customer success operations to drive efficient revenue growth. ](https://chargezen.com/glossary/revops-revenue-operations)[ ### ROAS Revenue Return on ad spend (ROAS) Return on ad spend: the revenue earned for each dollar spent on advertising. ](https://chargezen.com/glossary/roas)[ ### Routing Support Ticket Routing The automatic assignment of support tickets to appropriate agents or teams based on rules, skills, or workload. ](https://chargezen.com/glossary/ticket-routing) ## S [ ### Scheduled AI task AI Scheduled AI task Recurring work an AI agent runs on a schedule, like a daily order review, that reports only when something needs attention. ](https://chargezen.com/glossary/scheduled-ai-task)[ ### Seeding Influencer Product Seeding The practice of sending free products to influencers with no obligation to post, hoping for organic content and reviews. ](https://chargezen.com/glossary/product-seeding)[ ### Sentiment Analysis AI Sentiment Analysis AI-powered analysis of text to determine the emotional tone (positive, negative, neutral) of customer messages. ](https://chargezen.com/glossary/sentiment-analysis)[ ### Shopify Plus E-commerce Shopify Plus Shopify's enterprise e-commerce platform offering advanced features, higher API limits, and dedicated support for high-volume merchants. ](https://chargezen.com/glossary/shopify-plus)[ ### Short Code SMS Marketing Short Code A 5-6 digit number used for high-volume SMS messaging. Offers higher throughput but requires carrier approval and is more expensive. ](https://chargezen.com/glossary/short-code)[ ### Skip Subscriptions Skip Delivery The ability for subscribers to skip their next scheduled delivery without canceling their subscription. A key feature for reducing churn. ](https://chargezen.com/glossary/skip-delivery)[ ### SKU E-commerce Stock Keeping Unit A unique identifier assigned to each distinct product and variant, used for inventory management and tracking. ](https://chargezen.com/glossary/sku-stock-keeping-unit)[ ### SLA Support Service Level Agreement A commitment to respond to or resolve customer issues within specific timeframes, often with different targets by priority. ](https://chargezen.com/glossary/sla-service-level-agreement)[ ### SMS Campaign SMS Marketing SMS Campaign A targeted text message marketing initiative sent to a subscriber list with specific goals like driving sales or promoting an offer. ](https://chargezen.com/glossary/sms-campaign)[ ### SMS Flow SMS Marketing SMS Automation Flow An automated sequence of text messages triggered by customer actions or events, like welcome series or abandoned cart reminders. ](https://chargezen.com/glossary/sms-flow)[ ### SMS Marketing SMS Marketing SMS Marketing Using text messages to send promotional content, offers, and communications directly to customers' mobile phones. ](https://chargezen.com/glossary/sms-marketing)[ ### SMS Segment SMS Marketing SMS Segment A unit of SMS billing. Standard SMS messages are limited to 160 characters; longer messages are split into multiple segments. ](https://chargezen.com/glossary/sms-segment)[ ### Sponsored Content Influencer Sponsored Content Content created by influencers that is paid for by a brand and must be disclosed as advertising (#ad, #sponsored). ](https://chargezen.com/glossary/sponsored-content)[ ### Sub-ID Affiliates Affiliate Sub-ID Additional tracking parameters affiliates can add to their links to track performance of different campaigns, placements, or content. ](https://chargezen.com/glossary/affiliate-sub-id)[ ### Subscribe & Save Subscriptions Subscribe and Save A subscription model where customers receive regular deliveries of products at a discounted price compared to one-time purchases. ](https://chargezen.com/glossary/subscribe-and-save)[ ### Subscriber churn Retention Subscriber churn Subscribers who stop their subscription in a given period, whether they cancel or their payments fail. ](https://chargezen.com/glossary/subscriber-churn)[ ### Subscription box Subscriptions Subscription box A box of products delivered on a regular schedule, either curated by the brand or chosen by the customer. ](https://chargezen.com/glossary/subscription-box)[ ### Subscription business model Subscriptions Subscription business model A business model where customers pay on a recurring schedule for ongoing products, services or access. ](https://chargezen.com/glossary/subscription-business-model)[ ### Subscription cancellation flow Retention Subscription cancellation flow The steps a subscriber goes through when they cancel, often including a reason survey and save offers like a skip, swap, discount or pause. ](https://chargezen.com/glossary/subscription-cancellation-flow)[ ### Subscription commerce Subscriptions Subscription commerce Selling products or services on a recurring schedule instead of as one-time purchases. ](https://chargezen.com/glossary/subscription-commerce)[ ### Subscription economy Subscriptions Subscription economy The growing share of commerce that runs on recurring payments rather than one-time sales. ](https://chargezen.com/glossary/subscription-economy)[ ### Subscription fatigue Retention Subscription fatigue When customers feel overwhelmed by too many subscriptions and start canceling, often the ones that feel least flexible or least valuable. ](https://chargezen.com/glossary/subscription-fatigue)[ ### Subscription Frequency Subscriptions Subscription Delivery Frequency How often subscription orders are delivered—weekly, bi-weekly, monthly, or custom intervals based on product type and customer preference. ](https://chargezen.com/glossary/subscription-frequency)[ ### Subscription management Subscriptions Subscription management Everything involved in running subscriptions after the sale: billing, schedules, changes, payment recovery and cancellations. ](https://chargezen.com/glossary/subscription-management)[ ### Subscription Portal Subscriptions Customer Subscription Portal A self-service interface where subscribers can manage their subscription, update payment methods, modify delivery schedules, and make changes. ](https://chargezen.com/glossary/customer-subscription-portal)[ ### Surprise and delight Loyalty Surprise and delight Giving customers unexpected extras, like a free gift or handwritten note, to build loyalty. ](https://chargezen.com/glossary/surprise-and-delight)[ ### Swap Subscriptions Product Swap The ability for subscribers to exchange products in their upcoming delivery for different items, increasing flexibility and satisfaction. ](https://chargezen.com/glossary/product-swap) ## T [ ### Take rate Revenue Take rate The share of each sale a platform keeps as fees. For subscription apps, it is the commission or transaction fee charged on every renewal. ](https://chargezen.com/glossary/take-rate)[ ### TCPA SMS Marketing Telephone Consumer Protection Act US federal law regulating telemarketing calls and text messages. Requires express written consent for marketing messages. ](https://chargezen.com/glossary/tcpa-telephone-consumer-protection-act)[ ### Ticket Support Support Ticket A record of a customer inquiry or issue that is tracked through the support process from creation to resolution. ](https://chargezen.com/glossary/support-ticket)[ ### Ticket Deflection Communication Ticket Deflection The practice of resolving customer inquiries before they become support tickets, through self-service, FAQs, or automation. ](https://chargezen.com/glossary/ticket-deflection)[ ### Tiered discounts E-commerce Tiered discounts Discounts that grow as customers buy more, such as 10% off two items and 15% off three. ](https://chargezen.com/glossary/tiered-discounts)[ ### Tiered Rewards Loyalty Tiered Loyalty Program A loyalty structure where customers unlock better rewards and benefits as they reach higher spending or engagement levels. ](https://chargezen.com/glossary/tiered-rewards)[ ### Toll-Free Number SMS Marketing Toll-Free Number An 800-series number that can be used for both voice and SMS. Requires verification for SMS use. ](https://chargezen.com/glossary/toll-free-number)[ ### Tool use AI Tool use An AI agent's ability to call software tools, such as looking up an order, issuing a refund or running a report, instead of only producing text. ](https://chargezen.com/glossary/tool-use)[ ### Trial period Subscriptions Trial period A limited time when customers can try a product or service, free or discounted, before a paid subscription begins. ](https://chargezen.com/glossary/trial-period) ## U [ ### UGC Affiliates User-Generated Content Content created by customers or influencers rather than the brand, including reviews, photos, videos, and social posts. ](https://chargezen.com/glossary/ugc-user-generated-content)[ ### Unified Inbox Communication Unified Inbox A single interface that consolidates messages from all communication channels, allowing support teams to manage conversations in one place. ](https://chargezen.com/glossary/unified-inbox)[ ### Upsell Checkout Upsell Encouraging customers to purchase a more expensive version of a product or add complementary items to increase order value. ](https://chargezen.com/glossary/upsell)[ ### UTM Affiliates Urchin Tracking Module Parameters added to URLs to track campaign performance in analytics. Includes source, medium, campaign, term, and content. ](https://chargezen.com/glossary/utm-urchin-tracking-module) ## V [ ### VIP Program Loyalty VIP Customer Program An exclusive program for top customers offering premium benefits, personalized service, and special access not available to regular customers. ](https://chargezen.com/glossary/vip-program)[ ### Viral Coefficient Loyalty Viral Coefficient The number of new customers that each existing customer generates through referrals. A coefficient above 1 indicates viral growth. ](https://chargezen.com/glossary/viral-coefficient)[ ### Voice AI agent AI Voice AI agent An AI agent that answers and handles phone calls in natural conversation. ](https://chargezen.com/glossary/voice-ai-agent)[ ### Voluntary Churn Retention Voluntary Churn Customer cancellations that occur by choice, such as when a subscriber actively decides to end their subscription. Often addressed through retention offers. ](https://chargezen.com/glossary/voluntary-churn) ## W [ ### Whitelisting Influencer Influencer Whitelisting Running paid ads through an influencer's social media account instead of your brand's account, appearing more authentic. ](https://chargezen.com/glossary/influencer-whitelisting)[ ### WISMO Communication Where Is My Order A common customer inquiry about order status. WISMO queries typically represent 30-50% of all customer service tickets. ](https://chargezen.com/glossary/wismo-where-is-my-order) ## Put These Metrics to Work Chargezen gives you the tools to track, improve, and automate every metric that matters. [Get Started](https://admin.chargezen.com/signup) [Explore Platform](https://chargezen.com/platform)