Subscription Management V1: Merchant Perspective

Bold Subscriptions V1's app admin offers a robust system to help you manage your subscribers.

In the Bold Subscriptions app admin, you can view and edit the following information:

• Your customer's subscription details.
• Your customer's shipping details.
• Your customer's billing details.
• Your customer's next order date.

And more, including the ability to pause and cancel a customer's subscription.

Please see each section below to view more information on each subject.

Adding products to an existing subscription

1. From the Bold Subscriptions V1 app admin, 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 the products you are adding. The suggested price is based on any 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.

Applying discount codes to existing subscriptions

1. From the Bold Subscriptions V1 app admin, 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 applies to all of the customer's future orders until the discount code is either removed or expired.

Cancelling subscriptions

1. From the Bold Subscriptions V1 app admin, 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. Under Actions, select the ellipsis beside the subscription you want to cancel.
6. Select Cancel subscription.
7. Select Confirm.

There is currently no way to cancel subscribers in bulk. If you need to cancel multiple subscribers at once, you need to repeat the same steps above for each customer you want / need to cancel.

Changing order frequencies

Sometimes your active subscribers request to have a different order frequency. Changing a customer's order frequency affects how often their subscription orders generate as well as how often your customers are charged.

1. From the Bold Subscriptions V1 app admin, 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, the Frequency column displays the customer's 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 customer's next order date to ensure that the next order date isn't too close to the previously generated order.

Please follow the steps under Changing a Customer's Renewal Date for help on changing the next upcoming order date.

Changing order renewal dates

There are two ways to change a customer's renewal date:

1. Manually by the customer through the Manage Subscription Page.
2. Manually by you, the store owner, through the Bold Subscriptions V1 app admin.

Changing a customer's upcoming order erases any and all changes that have been made by either the customer, or you, for their future orders. This action wipes out the customer's designated skipped orders, which may result in the customer being charged for unwanted orders.

Adjusting upcoming order dates means that you are adjusting the customer's future order dates. Because of this, new orders are made for those dates based off of the customer's next order.

If a customer has skipped a future order, the word Skipped appears under Status from the app admin under Upcoming Orders. We recommend reaching out to the customer before adjusting their upcoming order date to ensure you skip any future orders they may need to have skipped.

Setup

1. From the Shopify admin, select Apps.
2. Select Bold Subscriptions V1.
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 affects the order dates for all upcoming orders. Depending on the frequency, the next order is processed one week, one month, or one year from the new date.

Please visit Subscription Management: Customer Perspective for more information on order management from the customer's perspective.

Checking past transactions & activities

1. Within Bold Subscriptions V1, select Subscriptions, then Customers.
2. Under Search by customer or product, enter the customer name or email address.
3. Select Edit beside the customer.
4. Under Actions, select the ellipsis beside the subscription where you want to check the history.
5. Select View history.

The Transactions tab shows all the past orders for this subscriptions:

The Customer History Log shows the all the changes made to this subscription and by whom:

• Admin - Reflects changes made by merchant from the app.
• Customer - Reflects changes made by the customer from their Manage Subscriptions Page.
• System - Reflects changes made by the app.
• API - Reflects changes made to the subscription via API requests.

Importing customers from another app

If you have migrated from one subscription app or platform over to Bold Subscriptions V1 and you have active subscribers that you would like to bring over, we can help!

Currently, there is no way for store owners to perform a migration on your own, but with the help of our support team we can bring your active subscribers over and into Bold Subscriptions V1.

Please contact our Customer Success team for more information on how we can help migrate you over to Bold Subscriptions V1.

The customer billing date

When a customer purchases a subscription, their subscription's billing cycle depends on the date the order was placed on as well as the frequency they selected.

If your store uses fixed billing dates, your customer's orders are charged based on the dates you selected inside of the Bold Subscriptions V1 admin.

How a new subscriber's first order will process

When a customer purchases their first subscription, a Shopify order is generated right away. This is similar to how your one-time purchases are processed.

The customer's next billing date is entirely dependent on your in-app setup, but is always one of the following:

• The customer is charged on the anniversary of their initial purchase.
• The customer has a custom frequency of their choosing.
• The customer is charged on the day you have selected within the subscription group.

Please visit Intervals & Buffer days in Bold Subscriptions for more information.

Pausing and resuming subscriptions

Note: Pausing a subscription is different than skipping a subscription. The subscription needs to be resumed manually before the customer continues to receive their product(s).

In order to allow customers to pause or resume their subscriptions, you need to upgrade to Manage Subscriptions Page 2.0.

If you prefer not to have your customers pause or resume orders on their own, you can keep this setting turned off. While this setting is off, you are still able to pause and resume your customers' subscriptions from the Subscriptions app admin.

A customer activity report can also be exported from the Subscriptions app admin that includes all of your paused subscribers. Please visit Reports & Analytics in Bold Subscriptions for more information.

Pause / resume a subscription for an individual subscriber

1. From the Bold Subscriptions V1 app admin, 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, please repeat Steps 1-5, then select Resume subscription, then Resume.

Pause / resume all subscriptions

Note: The following steps requires an extra tweak from our Customer Success team. Please contact our Customer Success team before proceeding further.

We understand that times are tough and that you may need to pause the fulfillment of your subscriptions for now. All of us here at Bold Commerce want to give you the peace of mind you need by ensuring that you can still make all of the changes you need to.

This feature stops all of your customer's orders from generating but does not pause your monthly app fees. You are still charged Bold's monthly app fee while using this feature.

With the Pause All feature, you can pause all of your currently active subscriptions. The status of these orders does not change in the app under Customers or on the Manage Subscription Page, so the customers who temporarily pause their orders are not affected when you unpause your orders. You can otherwise manually pause individual orders through the Bold Subscriptions V1 app admin.

If you want to prevent future orders from being placed while you are using this feature, please follow the steps below on Turn Off Subscription Groups.

Pause all subscriptions

1. From the Bold Subscriptions V1 app admin, select Settings > General.
2. Under Pause All Active Subscriptions, select Enable.

   

3. Select Save.

Resume all subscriptions

1. From the Bold Subscriptions V1 app admin, select Settings > General.
2. Under Pause All Active Subscriptions, select Disable.
3. Select Save.

Turn off subscription groups

If you need to prevent new subscriptions from processing, we recommend turning off your subscription groups.

Note: If a customer purchases a new subscription when your orders are paused, the initial order still goes through, but Bold Subscriptions V1 does not generate any recurring orders until the orders are unpaused.

1. From the Bold Subscriptions V1 app admin, select Subscriptions > My Subscriptions.
2. Toggle off the subscription group you want to turn off.

   

3. Repeat for all subscription groups.

The size of your subscription group determines how long the sync takes to remove the subscription widget.

Reactivating an inactive subscriber

When subscribers become inactive, they won't need to place another order to become activated again. Bold Subscriptions V1 allows you to reactivate your customer's subscriptions from within the app admin.

1. From the Bold Subscriptions V1 app admin, 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 needs to resubscribe. If your customer's subscription began prior to the beginning of 2015, this would also be an issue.

Removing discount codes

Discount codes remain on your customer's subscription orders until the code either expires, the subscription is cancelled, or the discount code is removed.

1. From the Bold Subscriptions V1 app admin, 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, no future orders apply the code.

Removing products

1. Within Bold Subscriptions V1, select Subscriptions, then Customers.
2. Under Search by customer or product, enter the customer name or email address.
3. Select the tag symbol below View Products.

   

4. Beside the product you wish to remove, select the remove icon.

   

5. Select Submit.

Skipping orders

There are many reasons why a customer would need to skip an upcoming order, including not having enough money, they're moving, or they may just need some extra time between orders.

1. From the Bold Subscriptions V1 app admin, 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 customer needs a skipped order to be reversed, please follow steps 1-5 and instead select Recover Order to reverse the change.

Updating / adding order notes

1. From the Bold Subscriptions V1 app admin, 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 V1, the note appears on every future recurring order.

Updating shipping methods

1. From the Bold Subscriptions V1 app admin, select Subscriptions, then Customers.
2. Under Search by customer or product, enter the customer name or email address.
3. Select Edit beside the customer.
4. Under Actions, s elect the ellipsis beside the subscription where you want to change the shipping method.
5. Select Edit shipping method.
6. Select the new shipping rate, then select Update.