Subscription Management: Merchant Perspective

Overview

Bold Subscriptions offers a robust management system which allows you to manage each active and inactive subscriber within the app's admin. 

Bold Subscription's admin allows you to view/edit customer subscription details, such as the products that each subscriber is currently subscribed to or subscribed to in the past, billing/shipping details of all subscriptions, the ability to view and edit the next order date, the ability to cancel a subscription on behalf of a customer, etc. 

The content in this help article will help you understand the changes that can and cannot be done within the Bold Subscriptions' admin page, as well as some common questions that can arise when using Bold Subscriptions.


Select a topic to view more information on the topic below:

If you have a customer interested in changing their subscription renewal date, the renewal date can be changed by the customer within the Manage Subscriptions Page, as well as within the Bold Subscriptions admin. 

 Caution
  • When you adjust a customer's next upcoming order, this will erase any changes they as a customer, or a shop admin may have made to their future orders.
  • It will wipe out their designated skipped orders, possibly resulting in the customer being charged for unwanted orders.
  • This includes future skipped orders, and possibly quantity exceptions or adjustments they may have made for a specific upcoming order.
  • When you adjust their upcoming order dates, this means you are adjusting their future order dates - meaning new orders are being made for those dates based off of their next order.
  • Under "Upcoming Orders" if a customer has skipped a future order, the word "Skipped" will show under "Status" in their subscription. This means they've chosen to skip a future order. Reach out to the customer before adjusting their upcoming order date, to make sure you skip any future orders they may need to have skipped.

For steps on changing a customer's subscription renewal date in Bold Subscriptions, please follow these steps: 

  1. From Shopify's admin, select Apps.
  2. Select Recurring Orders & Subscriptions by Bold.
  3. Select Subscriptions, then Customers
  4. Under "Search by customer or product", enter customer name.
  5. Select Search.
  6. Select Edit.
  7. Select View Upcoming Orders.
  8. Select the Order Date
  9. Change the Order Date.
  10. Select Save.

    Note: This will affect the order dates for all upcoming orders. Depending on the frequency, the next order will be processed one week, one month, or one year from the new date.

Please visit Subscription Management: Customer Perspective for steps that a customer can follow if they would rather make these changes in the Manage Subscription Page.  

If you have migrated from one subscription app/platform to Bold Subscriptions and have active subscribers you would like to bring over, we can definitely help with migrating those customers into Bold Subscriptions! 

There isn't a setting currently available in Bold Subscriptions to allow you to perform the migration manually on your own, however, with the help of our support team, we can bring over active subscribers from another platform into Bold Subscriptions. Please contact our Merchant Success team for further assistance with migrating over your active customers. 




Customer Billing Date

When a customer places a recurring order on your store, they will be billed based on the date the order is placed and the frequency they select. For example, if a customer places an order on March 17th and chooses to receive their orders monthly, their next billing date would be on April 17th. 

Your customer will continue to be charged on the 17th of every month until their order is cancelled or changed. 

If your store uses fixed billing dates, then the orders will be charged based on the dates that you selected within the Subscription settings.




New Subscriber's First Order Process

When your customer purchases a product as a subscription, the order will generate on your store right away. This is similar to how one time purchases are made on your store.

The next billing date would occur either on their anniversary date for their first order, a custom frequency of their choosing, or on a date that your store has picked within the Subscription admin.

For more information on setting up order frequencies, please see Intervals & Buffer days in Bold Subscriptions.

There might be times where a customer may need to skip an upcoming order for their subscription. Common reasons can be if a customer may not have sufficient funds, moving from one residence to another, may need some extra time between orders, etc. 

For steps on skipping a customer's order in Bold Subscriptions, please follow these steps: 

  1. From within Bold Subscriptions, select Subscriptions, then Customers.
  2. Under "Search by customer, subscription ID or product", enter a customer name or email address.
  3. Select Search.
  4. Select Edit.
  5. Select View Upcoming Orders.
  6. Select Skip Order next to the order(s) you would like to skip.
  7. Select Skip.

If a subscription has an order that was skipped that needs to be reversed, you can follow steps 1-5 and select Recover Order to reverse the change that was made earlier.  

If a customer requires a special exception on their subscription or already has a note and needs to be changed, a note can be placed or changed for their subscription within Bold Subscriptions. 

For steps on adding or changing a note for a customer in Bold Subscriptions, please follow these steps: 

  1. From within Bold Subscriptions, select Subscriptions, then Customers.
  2. Under "Search by customer, subscription ID or product", enter a customer name or email address.
  3. Select Search.
  4. Select Edit.
  5. Select the ellipsis beside the order you want to place notes on.
  6. Select Order notes.
  7. Adjust the note as required.
  8. Select Update.

When a note is added or changed in Bold Subscriptions, the note will appear on each future recurring order that is generated from Bold Subscriptions. 

If you have started a new discount incentive on your store through the use of a discount code, Bold Subscriptions offers a feature to allow you to add a newly created or existing discount code created in the app to an existing subscription. 

For steps on adding a discount code to an existing subscription, please follow these steps: 

  1. From within Bold Subscriptions, select Subscriptions, then Customers.
  2. Under "Search by customer or product", enter customer name.
  3. Select Search.
  4. Select Edit.
  5. Select the ellipsis beside the order you want to adjust.
  6. Select Edit discount code.
  7. Enter New Discount Code.
  8. Select Update.

Once a discount code has been added to an existing subscription, the discount code will apply to all future orders for the customer's subscription until the discount code has expired or has been removed.

If a discount code has been applied to a customer's subscription, the discount code will remain active on the subscription until the discount code expires, the subscription is cancelled, or the discount code is removed from the subscription manually. 

If you would like to simply remove a discount code from an active subscription, please follow these steps: 

  1. From within Bold Subscriptions, select Subscriptions, then Customers.
  2. Under "Search by customer, subscription ID or product", enter a customer name or email address.
  3. Select Search.
  4. Select Edit next to the customer.
  5. Select Edit discount code.
  6. Select Remove existing Discount Code.
  7. Select OK to confirm changes.

Once a discount code has been removed from a subscription, all future orders will no longer have the discount code applied. 

There are often times that a customer may either need an additional product added to their subscription, or simply replace the existing product with a different product.

Bold Subscriptions allows you to add any product that is in a subscription group to an existing subscription, without the need for a customer having to re-subscribe to a different subscription. 

For steps on adding a new product to an existing subscription, please follow these steps: 

  1. From within Bold Subscriptions, select Subscriptions, then Customers.
  2. Under "Search by customer, subscription ID or product ", enter a customer name or email address.
  3. Select Search.
  4. Select Edit next to the customer.
  5. Select the ellipsis beside the order you want to adjust
  6. Select Add product.
  7. Select ADD next to the product(s) you would like to add to the subscription. 
  8. Select Add product.
  9. Select Add.

    Note: In the "Confirmation" window, review both price and quantity of products you are adding. The price suggested is based on the existing discounts you have configured in your subscription groups. You can edit the price and quantity in this window and select a new shipping rate if necessary.

Please note that adding a product to an existing subscription cannot be done for Build a Box subscription types at this time.  

You can allow your subscribers to pause and resume their subscription orders in Bold Subscriptions. Enabling this setting will give your subscribers the ability to put their subscription on hold whenever they need to, for as long as they need. During this time, they will not be billed or receive any orders that have not yet been sent.

Note: This is different than skipping an order in Bold Subscriptions, as the subscription will need to be resumed manually before the customer continues to receive the subscription product(s). As well, In order for customers to use this feature, you will need the Manage Subscriptions Page 2.0. Visit Manage Subscriptions Page for more information on how to upgrade.

If you prefer not to give your customers this functionality, you can keep the setting turned off. You will still be able to pause and resume your customers' subscriptions from within the app.

 


 

Pause/Resume a Subscription for an Individual Subscriber

To pause/resume a subscription within the app for an individual subscriber, please follow these steps:

  1. From within Bold Subscriptions, select Subscriptions, then Customers.
  2. Under "Search by customer, subscription ID or product ", enter a customer name or email address.
  3. Select Search.
  4. Select the Edit button next to the customer you'd like to pause a subscription for.
  5. Select Actions beside the order you want to pause.
  6. Select Pause subscription.
  7. Select Pause to confirm.

To resume a subscription, repeat Steps 1-5, then select Resume subscription, followed by Resume

 


 

Pause/Resume All Subscriptions

 Caution

The following steps below requires an extra tweak from our Merchant Success team. Please contact our Merchant Success team first before proceeding further with the steps below.

We understand that due to COVID-19, you may need to pause the fulfillment of your subscriptions for now. At Bold Commerce, we want to ensure that you are able to make the changes you need to ensure continued success.

This feature will allow you to indefinitely pause your active subscription orders. The status of the orders won't change under the customer tab or in the customer-facing manage subscriptions page, meaning that customers who pause their order temporarily will not be affected when you unpause your orders.

Note: If you want to prevent future orders from being placed for the time being, please follow the steps below on turning subscription groups off.

 


 

Pause All Subscriptions

  1. From within your Bold Subscriptions app, select Settings General.
  2. Under Pause All Active Subscriptions, select Enable.

    Enable pause all subscriptions

  3. Select Save.

 


 

Resume All Subscriptions

  1. From within your Bold Subscriptions app, select Settings General.
  2. Under Pause All Active Subscriptions, select Disable.
  3. Select Save.

 


 

Turn off Subscription Groups

If you need to prevent new subscription orders from going through, we suggest turning off your subscription groups.

Note: If a customer purchases a new subscription when your orders are paused, the initial orders will go through. However, the Bold Subscriptions will not generate until the orders are unpaused.

To turn off your subscription groups, please follow these steps:

  1. From within your Bold Subscriptions app, select Subscriptions My Subscriptions.
  2. Toggle off the subscription group you want to turn off.

    Toggle off subscription groups

  3. Repeat for all subscription groups.

The size of your subscription group will determine how long the sync will take to remove the subscription widget.

Sometimes your active subscribers will request to have a different order frequency. A perfect example of this would be to change the order frequency from every week to every two weeks.

Bold Subscriptions allows you to change a subscriber's order frequency. Changing the order frequency affects how often the subscription orders generate, and how often customers are charged. You can adjust their order frequency to daily, weekly, monthly or yearly intervals.

This can sometimes be a two-step process, as their upcoming order date may need to be altered as well.

For steps on determining the order frequency for a customer and changing the frequency, please follow these steps: 

  1. From within Bold Subscriptions, select Subscriptions, then Customers
  2. Under "Search by customer or product ", enter a customer name or email address.
  3. Select Search
  4. Select the Edit button next to the customer you'd like to pause a subscription for.
  5. Among the available options, you will see the "Frequency" column and can view their current order frequency. Select Edit Frequency to adjust it.
  6. Change the numerical value under "Deliver every" to the value that meets the customers needs, as well as the interval option to either "Day(s)", "Week(s)", "Month(s)", or "Year(s)". 
  7. Select Save. 

After changing the frequency of the order, it is recommended to double check the next order date for the customer and ensure that the next order date isn't close to the previously generated order.

Please follow the steps under "Change the Recurring Date for a Subscription" for help on changing the next upcoming order date. 

When a subscriber becomes inactive due to failed orders, outdated billing information or any other reason; they don't have to place their order all over to become active again.

Bold Subscriptions allows you to reactivate a subscription for a customer within the app with the same products that the customer was subscribed to before the subscription was deactivated. 

You can reactivate their subscription by following these steps:

  1. From within Bold Subscriptions, select Subscriptions, then Customers.
  2. Under "Show", select Inactive Subscribers.
  3. Select Edit.
  4. Select Re-activate subscription.
  5. Select a Next Ship Date.
  6. Select Re-activate.

    Note: If the re-activate button is greyed out, the customer's subscription has expired. Expiring subscriptions cannot be reactivated once the set number of orders has processed. The customer will need to resubscribe. If your customer's subscription began prior to the beginning of 2015, this would also be an issue.

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