A customer with a subscription received two orders too close together. Why did this happen, and how can it be prevented in the future?
If a subscription order processed unexpectedly, there are couple things you can check:
- Activity log - The activity log in Bold Subscriptions will show if a change was made accidentally by a customer or store admin. It can also show if a transaction failed, but later processed at a future date. This can mean the customer updated their payment information causing the subscription to generate off-cycle. Note: The number of attempts Subscriptions will make on a failed transaction is dependent on your dunning settings in Bold Subscriptions.
- Cutoff days - If your subscriptions have fixed frequencies, meaning they are set to recur on the same day each cycle (such as every Monday or on the first of the month), then it’s best to use cutoff days to prevent the initial order and the recurring order from processing too close together. Since the customer’s initial purchase can happen anytime, subscriptions set to recur on a specific day may be scheduled to generate very soon after. Using cutoff days allows you to automatically skip the next order for anyone who initially purchases a subscription too close to the recurring order date. Read more about fixed subscription frequencies and cutoff days on our Help Center here: https://support.boldcommerce.com/hc/en-us/articles/29371478117780-Subscription-Group-Settings#fixed-subscription-frequency