Subscription Management: Customer Perspective

Bold Subscriptions V1 offers a robust customer management system, called the Manage Subscription Page, to allow your customers to manage their own orders.

The Manage Subscription Page can be seen by all of your customers on the Shopify customer account page. After a customer has logged in with the email that's tied to their subscription, they will be able to view and manage their active subscriptions.

 Alert

Please note that this article only relates to Version 1 of Bold Subscriptions and Version 1 of the Manage Subscription Page.

If you are unsure of which version of Bold Subscriptions that you have currently installed, please visit Bold Subscriptions V1 & V2 Comparison.

 


 

Bold Subscriptions V1 allows customers to add products that are also part of an active subscription group.

Customers can add a new product to their active subscription by navigating to the desired product page while logged in to their account (that's tied to their subscription). Only then will the Add to Existing Subscription button will appear, which allows customers to add new products to their existing subscription.

When a new product is added to an existing subscription, the new product will share the same renewal frequency that the previous product was using. As a result, the original subscription product and the newly added product will be on the same recurring orders moving forward.

The Add to Existing Subscription button will only display on products that are within a standard subscription group. It is not compatible with convertible subscriptions, build-a-box subscriptions, or dynamic discount codes.

 


 

Setup

  1. From your storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Navigate to a product that you would like to add to an existing subscription.
  4. Select Add to Existing Subscription.

    Select Add to Existing Subscription

  5. Select the existing subscription you would like to apply the product onto (if more than one active subscription exists).
  6. Select a new shipping rate.
  7.  Select Add.

Discount codes can only be applied to the following subscription types:

  • Standard
  • Build-a-box
  • Convertible

Discount codes are not compatible with prepaid subscriptions.

 


 

Enabling Discount Codes for Subscribers

  1. From the Bold Subscriptions V1 app admin, select Settings, then General.
  2. Select Enable beside Customers Can Change Their Discount Codes.

    Select Enable

  3. Select Save.

After this is enabled, customers can start applying discount codes to their subscriptions.

 


 

How Customers Can Apply a Discount Code to an Active Subscription

  1. From your storefront, select the Account Management Icon
  2. Log in to the account that has the active subscription. 
  3. Select the Manage Subscription text (this may appear differently if you have changed the link text). 
  4. Select View Details under the subscription that you would like to apply a discount code onto. 
  5. Select Discount codes.
  6. Enter the discount code into the input box. 
  7. Select Apply discount

Once a discount code has been applied to an existing subscription, the discount code will be applied to all of the customer's future orders until it's been removed or expires.

There are a lot of different reasons why a customer would want to cancel their subscription:

  • The product is too expensive.
  • They require an address change.
  • They're unhappy with the product.
  • They're receiving too much of the product.
  • They'd rather order one of the product rather than a subscription.

Customers can otherwise cancel and manage their subscription via the Manage Subscription Page.

 


 

Setup

  1. From your storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Select the Manage Subscription text (this may appear differently if you have changed the link text).
  4. Select View Details under the subscription that needs to be cancelled.
  5. Select Cancel Subscription.
  6. Choose a cancellation reason.

    Note: Cancellation reasons will only appear if a Cancellation Flow has been created in Bold Subscriptions V1. Please visit Cancellation Management in Bold Subscriptions V1 for steps on setting up a cancellation flow.

    Cancellation Flow Example

  7. Select Cancel Subscription.
  8. Select Cancel Subscription again.

Once a customer cancels their subscription, there is no way for the customer to re-activate the subscription on their own. The customer will then either need to re-purchase the subscription, or have you (the store owner) re-activate their subscription for them.

Please visit Subscription Management: Merchant Perspective for more information.

Changing the order frequency affects how often a customer's orders will generate as well as how often they're charged. Customers can adjust their order frequency to daily, weekly, monthly, or yearly.

This can sometimes be a two-step process as the customer's upcoming order date will have to be altered as well.

Subscription groups that have a fixed order interval cannot be adjusted by customers.

 


 

Setup

  1. From your storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Select the Manage Subscription text (this may appear differently if you have changed the link text).
  4. Under Order frequency, select Change frequency.

    Select Change Frequency

  5. Select a new Frequency and a new Interval.

    Note: The frequencies and intervals available to select are based on the frequencies that have been selected in the subscription group within the Bold Subscriptions V1 app admin. Subscription groups that have a fixed order interval cannot be adjusted by customers.

  6. Select Save Changes.

Once the order frequency has been updated, it is best practice to check the customer's upcoming orders and re-do any changes made to their upcoming orders, such as skipping future orders and re-selecting build-a-box choices. 

 Caution

Changing a customer's next order date will erase any changes both you, or the customer, has made to their orders. Changing the next order date will wipe out the following information from your customer's subscription(s):

  • Future skipped orders
  • Quantity adjustments / exceptions

Allowing your customers to change their own order dates gives your customers full control over how they receive their order as well as if they would like their upcoming orders to land on a specific day of the week or month.

Once enabled, your customers will be able to adjust their subscription's next order date within the Manage Subscription Page. Choosing a new order date will force all of the customer's upcoming orders to recur around the newly selected date.

If a customer has skipped one of their future orders, the word Skipped will display under Status while on the Upcoming Orders page of the Subscriptions app admin. If you are adjusting the next order date of a customer who has chosen to skip an order, it's advised that you reach out to the customer before adjusting their upcoming order date to ensure their chosen orders will be 100% skipped.

Allowing customers to change their next order date reduces the churn rate of cancelled subscriptions on your store.

 


 

Step 1: Enable Setting in Bold Subscriptions V1

  1. From the Bold Subscriptions V1 app admin, select Settings, then General.
  2. Select Enable next to Customers Can Change Their Next Order Date.

    Select Enable

  3. Select Save.

 


 

Step 2: Change Next Order Date in the Manage Subscriptions Page

  1. From your storefront, select the Account Management Icon
  2. Log in to the account that has the active subscription. 
  3. Select the Manage Subscription text (this may appear differently if you have changed the link text). 
  4. Under Next Order Date, select Change date.

    Select Change Date

  5. Select the date input box and choose a new date. 
  6. Select Save Changes

Allowing your customers to pause and resume their subscriptions gives them the ability to put their subscriptions on hold whenever they need to, for as long as they need.

During the time that their subscriptions are paused, your customers will not be billed or receive any orders that have not already been sent.

Enabling this feature is a great way to reduce churn, as it gives your customers the flexibility to pause their subscriptions instead of cancelling it.

 


 

Step 1: Enable Setting in Bold Subscriptions V1

  1. From the Bold Subscriptions V1 app admin, select Settings, then General.
  2. Select Enable next to Customers Can Pause and Resume Their Subscriptions.

    Select the Setting

  3. Select Save.

After this setting has been enabled, your customers will be able to pause their active subscriptions when logged into the Manage Subscription Page.

 


 

Step 2: Pause/Resume a Subscription in the Manage Subscriptions Page

  1. From your storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Select the Manage Subscription text (this may appear differently if you have changed the link text).
  4. Under Subscription Status for the subscription that the customer would like to pause, select Pause Subscription.
    Select Pause Subscription

If a customer would like to resume a subscription, repeat Steps 1-3, then select Resume Subscription.

If a discount code has been applied to a customer's subscription, the discount code will remain active until one of the following occurs:

  • The discount code expires.
  • The subscription is cancelled.
  • The discount code is manually removed from the subscription.

If a customer applies a different discount code to a subscription, the newly added discount code will overwrite the previous discount code.

Customers do not have the ability to manually remove a discount code. Instead, the discount code will either need to be removed by you, or the customer will need to add another discount code.

  1. From your storefront, select the Account Management Icon
  2. Log in to the account that has the active subscription. 
  3. Select the Manage Subscription text (this may appear differently if you have changed the link text). 
  4. Select View Details under the subscription you would like to skip an order for. 
  5. Select Manage upcoming orders
  6. Select Skip Order beside the order you would like to skip.
    Select Skip Order

If a subscription order needs to be reversed, please follow steps 1-6 and select Recover Order to reverse the change.

When Swap Product is enabled, customers will only be able to swap between products that are in the same subscription group.

Please visit Step 8 under Setup in Standard Subscriptions for more information on enabling the Swap Product feature.

 


 

Setup

  1. From your storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Select the Manage Subscription text (this may appear differently if you have changed the link text).
  4. Select View Details under the subscription that you would like to swap a product for. 
  5. Select Products in your subscription.
  6. Select Swap product.
    Select Swap Product
  7. Choose Select next to the desired product you would like to swap with.
    Select a product to swap with
  8. Choose a new shipping rate.
  9. Select Save Changes

After the product has been swapped out, all future orders will generate with the newly selected product.

If a customer would like to receive a different product on every order, the customer will need to repeat the same steps above before their next order is set to renew in order to have a different product.

If a customer's payment method has expired or changed, customers can update the payment method for existing subscriptions on the Manage Subscription Page.

It's important to note that customers have the ability to update their payment details for an existing subscription because the subscription will eventually become inactive once the Failed transaction handling requirements (set in the Bold Subscriptions V1 app admin) have been met. 

 


 

Setup

  1. From your storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Select the Manage Subscription text (this may appear differently if you have changed the link text).
  4. Select View Details under the subscription that you would like to update the payment method for.
  5. Select Payment information.
  6. Select Edit.
    Select Edit
  7. Enter the new payment credentials.
  8. Select Save Changes.

Once the payment credentials have been saved, these new credentials will be used on the customer's next recurring order interval.

If a customer has recently moved to a different address, they will need to update their billing and / or shipping details.

If neither the billing or shipping information has changed, there's a strong possibility that the customer's future recurring orders will automatically fail due to a payment error with the payment method being used.

 


 

Setup

  1. From your storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Select the Manage Subscription text (this may appear differently if you have changed the link text).
  4. Select View Details under the subscription that you would like to update the payment method for.
  5. Select Address and shipping information.
  6. Select Edit under either Shipping Method, Shipping Address, or Billing Address.
    Select Edit

    Note: If updating the Shipping Method or Shipping Address, you will be prompted to select a new shipping rate.

  7. Select Save Changes.

Once the shipping / billing details have been updated, all of the customer's future recurring orders will automatically reflect the new information.

Was this article helpful?
0 out of 0 found this helpful