Subscription Management: Customer Perspective

Overview

After a customer has purchased a subscription product on the storefront, the customer will be able to manage their subscription on the Manage Subscription Page.

The Manage Subscription Page can be seen by all customers on the account management page of your store. Only active subscriptions that are tied to each customers account will be visible to the customer after they have logged in with the same email that was used to purchase the subscription. 

This help article will explain in further detail all of the changes that a customer can make to their active subscription, as well as steps that can be followed by a customer to make those changes. 

Note: The steps for each tutorial only applies if you're using the latest version of the Manage Subscription Page.

Here is a list of all of the content that is covered in this help article: 

  • Skip/Resume an Order

  • Enable Subscribers to Apply Their Own Discount Codes

  • Apply Discount Code to Subscription

  • Remove a Discount Code from a Subscription

  • Add Products to an Existing Subscription

  • Allow Customers to Pause/Resume Their Subscriptions in Bold Subscriptions

  • Pause/Resume a Subscription in Bold Subscriptions

  • Allow Subscribers to Change Their Next Order Date in Bold Subscriptions

  • Change Next Order Date for an Existing Subscriber

  • Change Order Frequency For an Existing Subscription

  • Update Payment Method for an Existing Subscription

  • Update Shipping/Billing Information for an Existing Subscription

  • Swap a Product for an Existing Subscription

  • Cancel a Subscription

Select a topic section below to view more information about the topic and the steps that a customer can take to achieve the topic:

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 that a customer can follow to skip an order, please follow these steps: 

  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. 

If a subscription has an order that was skipped that needs to be reversed, you can follow steps 1-6 and select Recover Order to reverse the change that was made earlier.  

Customers can have the ability to apply discount codes manually within the Manage Subscription Page during an active subscription. 

Enabling discount codes for customers allows customers to add discount codes to their active subscription during a promotional period on your store without any manual intervention needed by you. 

By default, customers do not have the ability to change the discount code set on their active subscription. This setting will need to be enabled in Bold Subscriptions before a customer can manage the discount code on their active subscription. 

Note: Only non-prepaid (month-to-month) subscribers can apply their discount codes mid-subscription with this setting enabled. Prepaid subscribers will not see the option to manage their discount codes.

For steps on enabling discount codes for customers, please follow these steps: 

  1. From within Bold Subscriptions, select Settings, then General.
  2. Select Enable beside "Customers Can Change Their Discount Codes". 
  3. Select Save.

After this has been enabled, customers can start applying eligible discount codes to active subscription(s) on your store. 

Bold Subscriptions offers the ability to allow customers to add a discount code created in the app to their active subscription on your store. 

Allowing customers to apply discount codes to their subscription may work in your benefit if you have a large amount of subscribers that you would like to manage their own subscription without needing to apply the discount code manually to each customer. 

For steps that a customer can follow to apply a discount code to an active subscription, please follow these steps: 

  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 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 a customer applies a different discount code to a subscription, the newly added discount code will overwrite the previous discount code that was applied onto the subscription previously.

Customers do not have the ability to remove a discount code from their subscription manually. The discount code would either need to be removed by the merchant, or another discount code would need to be added by the customer to overwrite the previous discount code.

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 customers to add other products that are also apart of an active subscription group to an existing subscription.

By default, the "Add to Existing Subscription" button will display on any Shopify product page that is currently inside of a standard-type subscription group. For the button to display the customer must be logged into their Shopify account.

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

  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.
  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.

Note: Adding a product to an existing subscription cannot be done for Build a Box subscription types, or when using dynamic discount codes at this time.

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

Within Bold Subscriptions, you are able to enable the feature that allows subscribers to pause and resume their recurring orders. Enabling this setting will give your subscribers the ability to put their subscriptions 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 already been sent.

Enabling this feature is a great way to reduce churn for subscription orders. This is because it gives your customers the flexibility to pause their subscriptions at their leisure, instead of cancelling it completely.

For steps on enabling the pause/resume feature for customers, please follow these steps: 

  1. From within Bold Subscriptions, select Settings, then General.
  2. Select Enable next to "Customers Can Pause and Resume Their Subscriptions".
  3. Select Save.

After this setting has been enabled, customers will be able to pause an active subscription within the Manage Subscription Page.  

Once the feature above has been enabled within our ap, your customers will have the ability to pause and resume their orders on their own.  

For steps that a customer can take to pause or resume a subscription, please follow these steps: 

  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.

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

You can allow your subscribers to change their next order date in Bold Subscriptions. Having this feature enabled will give your subscribers full control over how often they receive their order, or if they would like their upcoming orders to land on a specific day of the week or month.

Once it is enabled, your subscribers will be able to sign in to the "Manage Subscription" page and choose a date for their next order.

When you allow your subscribers to change their next order date, they will see a new option on the "Manage Subscription" page. When they select the "Manage" menu, there will be a new option: "Change Upcoming Order Date". Choosing a new date here will change all of their upcoming orders to recur around this new date (dependent on their order frequency).

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

For steps on allowing subscribers to change the next order date in the Manage Subscriptions Page, please follow these steps: 

  1. Within Bold Subscriptions, select Settings, then General.
  2. Select Enable next to "Customers Can Change Their Next Order Date".
  3. Select Save.

Once this setting has been enabled, customers will be able to change their order renewal date for all upcoming orders. For example, a monthly subscription normally creates an order on the 1st of the month. A customer chooses their next order to be on the 15th. From now on, all their orders will be created on the 15th of the month.

If the "Customers Can Change Their Next Order Date" feature is enabled in Bold Subscriptions, customers will have the ability to change the next order's renewal date in the Manage Subscriptions Page. 

Once the next renewal date is changed, all following recurring orders will generate according to the date selected by the customer in the Manage Subscriptions Page. 

 Caution
  • When a customer adjusts the 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 that a customer can follow to change the next order date, please follow these steps: 

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

Once the next date has been changed, it would be best for the customer to double check and re-do any changes that were made on future orders such as skipped orders and re-selecting choices for a Build a Box subscription. 

Sometimes your active subscribers may need to change the order frequency for the active subscription on your store. A perfect example of this would be to change the order frequency from every week to every two weeks to receive less of the product.

Bold Subscriptions allows customers to change the order frequency of active subscriptions. Changing the order frequency affects how often the subscription orders generate, and how often customers are charged. Customers will be able to adjust their order frequency to either a daily, weekly, monthly or yearly interval.

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

For steps that a customer can follow to change the order frequency of an existing subscription, please follow these steps: 

  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".
  5. Select a new Frequency and a new Interval.

    Note: The frequencies and intervals available to select will be based on the frequencies that have been selected in the subscription group in Bold Subscriptions. 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 would be best to check upcoming orders and re-do changes made to upcoming orders if need be, such as skipping future orders and re-selecting choices in a Build a Box subscription. 

If a customer's payment method has changed or has expired, customers can update the payment method for an existing subscription on the Manage Subscription Page to reflect their new payment credentials. 

It's important that customers have the ability to update their payment details for an existing subscription, as the subscription will eventually become inactive once the Failed transaction handling set in Bold Subscriptions has been met. 

For steps that a customer can follow to update their payment method, please follow these steps: 

  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.
  7. Enter the new payment credentials.
  8. Select Save Changes.

Once the payment credentials have been saved, the new credentials will be used on the next upcoming recurring order interval. 

If a customer has recently moved to a different address, they may need to update the billing and/or the shipping details of their existing subscription. 

If the billing or shipping information is not changed, there's a strong possibility that the future recurring orders will automatically fail due to a payment error with the payment method being used. 

For steps that a customer can follow to update the shipping or billing details of an existing subscription, please follow these steps: 

  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.

    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 or billing details have been updated, all future recurring orders will automatically reflect this new information on the generated orders in Shopify.

If a customer would like to subscribe to a different variant of a product or a completely different product, Bold Subscriptions offers the ability for customers to swap to a different product without needing to cancel and re-subscribe to a different product. 

Customers will be able to swap between products that have been chosen in the subscription group that the existing product they are subscribed to resides in. 

In order for customers to be able to swap between products, the swap feature must be enabled in the subscription group. Please visit Step 8 under Setup in Standard Subscriptions for more information on enabling the swap products feature. 

For steps that a customer can follow to swap a product on an existing subscription, please follow these steps: 

  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.
  7. Choose Select next to the desired product you would like 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 new product. If a customer would like a different product each order, the customer will need to repeat the same steps above before the next order is set to renew in order to have a different product on each order. 

If a customer needs to cancel their existing subscription, they can do so under the Manage Subscription Page on your store. 

There can be a lot of different reasons as to why a customer may want to cancel a subscription. The top reasons we often find that a customer may want to cancel a subscription are: 

  • The product is too expensive.
  • Unhappy with the product.
  • Receiving too much of the product.
  • Rather order one-time purchases of the product rather than a recurring order.
  • Address change.

Some of these cancellation reasons are not saveable for some customers and in result, a customer may need to cancel an existing subscription on your store. 

For steps that a customer can follow to cancel a subscription on your store, please follow these steps: 

  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. Please visit Cancellation Management in Bold Subscriptions for steps on setting up a cancellation flow.

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

Once a customer cancels a subscription, there is not a way for the customer to re-activate the subscription again. The customer would either need to re-purchase the product on a subscription again, or the subscription would need to be re-activated in Bold Subscriptions. 

Please visit Subscription Management: Merchant Perspective for steps on re-activating a subscription in Bold Subscriptions. 

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