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Merchant Subscription Management FAQs

Laurel
Laurel
  • Updated

This article contains answers to some of the most frequently asked questions about managing subscriptions on behalf of your customers.

 


 

Can I bulk cancel or pause subscriptions?

Subscriptions are not able to be cancelled or paused in bulk. All subscriptions need to be cancelled or paused individually.

 

Can I offer a free subscription to a customer?

You can create and supply a customer with a Shopify discount code that discounts the entire order by 100%. For important information about Shopify discount codes in Bold Subscriptions, please visit Discount Codes.

 

Can I split up an existing subscription into two subscriptions?

No. The product needs to be removed from the existing subscription and the customer needs to re-purchase the product as a subscription on the storefront.

 

Can I update the price of my customer's existing subscription products?

The unit price cannot be increased or decreased for an individual subscriber at this time. The unit price for a product in an existing subscription is grandfathered during the initial purchase by the customer.

As a workaround, you can update the price for an existing subscriber to match the current price set in your store by swapping the product out and then back into the subscription. Please see the steps above for swapping a product in an existing subscription.

You can also update the price of a product for all existing subscribers using the Bulk Update tool. For more information, please visit Bulk Price Updates in Subscriptions for Shopify Checkout.

 

Can I use Shopify's new customer accounts?

We are working to support the new version of Shopify's customer accounts. At this time we do not recommend switching to the new version in order to ensure your customers are still able to access the customer portal from the account page. Please ensure you are using Shopify's legacy customer accounts.

For more information on how to enable Shopify's legacy customer accounts, please visit Shopify's Help Center

 

Can I apply a setting so that only customers who buy a subscription are required to create an account?

Shopify does not have a setting to restrict account creation requirements to only those who purchase a subscription. If the accounts are set to required, all customers are required to create an account when checking out on your store.

If you wish to leave accounts optional, we recommend to enable the Subscription Created email within Bold Subscriptions. This email is sent to your customers once they have purchased a subscription from your store. You can customize the text within these emails to advise your customers of the benefits of creating an account and provide instructions for how to do so.

When creating an account, customers must use the same email they used when purchasing their subscription in order to see and manage their subscription.

 

If I change a subscription product's price in the Shopify admin, does the price change for all existing subscribers as well?

No. Customers with existing subscriptions are unaffected by price changes made within the admin. Their subscriptions remain at the same price as when they originally subscribed as per their subscription agreement. Only new subscribers are subject to the new price.

If you wish to update the product price for your existing subscribers you can do this via the Bulk Update tool. For more information, please visit Bulk Price Updates in Subscriptions for Shopify Checkout.

 

When are customers billed for recurring subscriptions?

Recurring orders within Bold Subscriptions occur at 12 AM, within your stores time zone.

A transaction is sent from Bold Subscriptions to Shopify Payments on the same day that your customer's subscriptions are set to renew. Once the transaction has been successfully processed within Shopify Payments, an order for all successful transactions is generated based on the Daily processing time set for your store.

You can see this information within Bold Subscriptions under Settings > General settings.

General settings

If a transaction fails due to a payment related issue (invalid credit card, expired credit card, etc.), an order will not be generated in your Shopify admin. Bold Subscriptions will attempt to renew the subscription again using the applied settings in Bold Subscriptions under Settings > Dunning management.

Read more information about dunning management, please visit Cancellation & Dunning Management.

 

Can Bold Subscriptions automatically tag subscription customers?

Bold Subscriptions automatically applies a tag to your subscribers customer profile within Shopify with a tag of active_subscriber or inactive_subscriber based on the status of their subscription.

For more information, please visit Customer Tagging in Subscriptions for Shopify Checkout.