Subscription Management: Merchant Perspective

Bold Subscriptions allows you access to a full suite of management tools to help you maintain your subscribers and their subscription details.

From the Customers tab within the admin of Bold Subscriptions, you are able to:

  • View your customer's subscribed products from both the past and present.
  • Swap your customer's products.
  • View and edit customer information and shipping details.
  • View and edit your customer's next order dates.
  • Cancel, pause or resume subscriptions.
  • Edit upcoming orders.
  • Log into the Customer Portal as the customer.

This article will guide you through all the changes that can be made on behalf of your customers.

 Pro-Tip

If your store also uses Bold Multi-Currency, then purchases will appear in the currency that they were purchased in.

 


 

From this area, you are able to change which saved card is used for your customers. You can also edit the existing card or add a new card.

 Caution

This will have to be updated within Bold Checkout prior to being able to choose the new card in Bold Subscriptions.

 


 

Change Payment Information 

  1. From the BigCommerce admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Customers.
  4. Search for the customer by name or email.
  5. Select the ellipsis beside the customer and select Manage Subscriptions.
  6. Select Show details.
  7. Under Payment information, select Edit.
  8. Next to the current payment method, select Edit.
  9. Select Change payment method.
  10. Under Select new payment method, select Credit Card.
  11. Enter the new payment information.
  12. Select Save changes

You can change the next order date on behalf of your customers if you have disabled these permissions for the customer, or the customer is having difficulty making this change themselves.

To enable the Customer Portal, please see Customer Portal Setup.

To edit the functions your customer will be able to access, please see Edit Settings in Bold Subscriptions > Customer Portal.

 Pro-Tip

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

 


 

Change Next Upcoming Order Date 

  1. From the BigCommerce admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Customers.
  4. Search for the customer by name or email.
  5. Select the ellipsis beside the customer and select Manage Subscriptions.
  6. Select Edit beside the Next Order date.

    Select Edit next to Order date

  7. Select a desired order date for the next order.
  8. Select Update all future orders based on selected date or Pause future orders. (optional)
  9. Select Save Changes.

Active subscribers may want you to change the order frequency for their active subscription.

An example of this would be to adjust the order frequency from recurring every week, to every two weeks.

 Pro-Tip

When customers are adjusting their order frequencies, you are only able to select from the options that are already built-in to your current subscription groups.

 


 

Change Order Frequency

  1. From the BigCommerce admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Customers.
  4. Search for the customer by name or email.
  5. Select the ellipsis beside the customer and select Manage Subscriptions.
  6. Under Order frequency, select Edit.

    Edit under Order frequency

  7. Select the dropdown and change the frequency to the desired frequency option.
  8. Select Save.

Once the order frequency has been updated, check to make sure that the upcoming order dates are correct and match the new frequency selected.

Within Bold Subscriptions V2, you can pause and resume a customer's recurring orders on their behalf.

When paused, the customer will not be billed or receive any orders that have not already been fulfilled.

Pausing subscriptions on your customer's behalf is a great way to reduce churn for your store's subscription orders. Providing your customer the ability to pause their subscription gives your customers flexibility instead of only allowing them to cancel.

 


 

Pause or Resume a Subscription

  1. From the BigCommerce admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Customers.
  4. Search for the customer by name or email.
  5. Select the ellipsis beside the customer and select Manage Subscriptions.
  6. Under Active customer subscriptions, select Edit beside the Next Order date.
    Select Edit beside Next Order date
  7. Select Manage upcoming orders.
  8. Select Pause future orders.

    Pause future orders

  9. Select Save changes.

Resuming the subscription can be done by selecting Resume future orders near the top of the subscription details. 

 

You can adjust the quantity of your customer's subscription products within Bold Subscriptions V2.

This allows you to increase or decrease the amount of products your customers are receiving without requiring the customer to cancel and make another purchase.

 


 

Change Product Quantity

  1. From the BigCommerce admin, select Apps
  2. Select Bold Subscriptions.
  3. Select Customers.
  4. Search for the customer.
  5. Select the ellipsis beside the customer and select Manage Subscriptions.
  6. Select Show details under the subscription you would like to edit.
  7. Select Edit next to Products in your subscription.

    Select Edit next to Products in your subscription

  8. Adjust the quantity to the desired amount for each product that is in the existing subscription.
  9. Select Save changes.

If a customer needs to cancel their subscription, you can do this on their behalf from within Bold Subscriptions V2.

 


 

Cancel an Existing Subscription

  1. From the BigCommerce admin, select Apps
  2. Select Bold Subscriptions.
  3. Select Customers.
  4. Search for the customer by name or email.
  5. Select the ellipsis beside the customer and select Manage Subscriptions.
  6. Select Show details under the subscription you would like to cancel.
  7. Select Select Cancel subscription to expand the menu.
  8. Select Cancel subscription, and Yes, cancel subscription.
    Select Cancel subscription

When a customer requests to reactivate their subscription, this can be done in the app by selecting View Inactive Subscriptions at the bottom of the page, then selecting Reactivate Subscription > Yes, Reactivate Subscription under the subscription that you would like to reactivate.

View_Inactive_Subscriptions.png

Select_Yes__reactivate_subscription.png

You have full access to change your customer's account information within the app. This includes updating their email address, first name, last name and phone number:

Customer information

Updating information from within the app will also make changes within their BigCommerce account profile as well.

 Caution

If the customer's email address changes, the customer must use the new email to log into their account moving forward.

 


 

Setup

  1. From the BigCommerce admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Customers.
  4. Search for the customer by name or email.
  5. Select the ellipsis beside the customer and select Manage Subscriptions.
  6. Near the top of right side of the page under Customer info, select Edit Customer Info and make the necessary adjustments.
  7. Select Save Changes.

You are able to adjust your customer's shipping address directly within Bold Subscriptions V2.

If the shipping information is not updated, there is a strong possibility that future recurring orders will fail due to a payment error with the payment method being used.

 


 

Update Shipping Information

  1. From the BigCommerce admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Customers.
  4. Search for the customer by name or email.
  5. Select the ellipsis beside the customer and select Manage Subscriptions.
  6. Select Show details under the subscription you would like to edit.
  7. Select Edit next to Address and shipping information.

    Select Edit next to Address and shipping information

  8. Select an existing address or enter a new address.
  9. Select Save Changes.

Once the shipping details have been updated, all future recurring orders will automatically reflect this new information when processed.

If a customer would like to subscribe to a different subscription product, Bold Subscriptions V2 allows you to swap out their current product with a new one on their behalf.

This allows you to avoid requiring that a customer cancel and resubscribe, which also reduces your churn rate.

It is important to note that you will only be able to swap between products that already exist within the same subscription group that the current subscription product is in. If the product is not inside of the existing subscription group, please see Change a Product's Subscription Group below. 

 


 

Setup

  1. From the BigCommerce admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Customers.
  4. Search for the customer by name or email.
  5. Select the ellipsis beside the customer and select Manage Subscriptions.
  6. Select Show details under the subscription you would like to edit.
  7. Select Products in your subscription.
  8. Select Swap product next to the product you want to swap with.

    Select Swap product

  9. Click Select product next to a product you would like to swap the original product with.

    Click Select product

  10. Select Swap products.

All future orders will generate with the new product after the swap has been completed.

You are able to skip an upcoming order for your customer as well as resume their order(s) at a later date.

Common reasons for skipping an upcoming order may be that there are insufficient funds within the on-file payment method, your customer(s) are moving addresses, or the customer just needed some extra time between orders.

 


 

Skip an Order

  1. From the BigCommerce admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Customers.
  4. Search for the customer by name or email.
  5. Select the ellipsis beside the customer and select Manage Subscriptions.
  6. Select Show details under the subscription you would like to edit.
  7. Select Manage upcoming orders.
  8. Select Skip shipment beside the upcoming order that you would like to skip.

    Select Skip shipment

If a skipped subscription order needs to be reversed, you can follow steps 1-6 and select Recover shipment to reverse the change.

If a customer would like to subscribe to a product that is not within an existing subscription group, you can add that product to the customer's subscription from within Bold Subscriptions V2.

 


 

Add a Product to an Existing Subscription

  1. From the BigCommerce admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Customers.
  4. Search for the customer by name or email.
  5. Select the ellipsis beside the customer and select Manage Subscriptions.
  6. Select Show details under the subscription you would like to edit.
  7. Select Edit next to Products in your subscription.
    Select Edit beside Products
  8. Select Add Products.
    Select Add Products
  9. Select the product or variant you would like to add the the existing subscription.
  10. Select Confirm.
  11. Select Save Changes.

You are only able to swap between products that already exist within the same subscription group that the current subscription product is in.

If the product is not inside of the existing subscription group, you can change the product's subscription group in order to swap between the products in that group.

 


 

Change a Product's Subscription Group

  1. From the BigCommerce admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Customers.
  4. Search for the customer by name or email.
  5. Select the ellipsis beside the customer and select Manage Subscriptions.
  6. Select Show details under the subscription you would like to edit.
  7. Select Edit next to Products in your subscription.
    Select Edit beside Products
  8. Select Edit next to the existing subscription group.
    Select Edit beside the existing subscription_group
  9. Select the subscription group that you would like to move the product to.
  10. Select Confirm.
  11. Select Save Changes.

 

Bold Subscriptions now gives you the ability to log into and view the Customer Portal as one of your customers would. This will enable you to provide hands-on support when troubleshooting any issues reported by your customers as well as implement changes on your customer's behalf.

When logging in as the customer, you will be subject to any permissions or restrictions you have placed in the Customer Portal settings, just as your customer would be. For example, if you have disabled swapping, you will not be able to swap when logged in as the customer.

In general, it is recommended to edit as the administrator using one of the methods above. Logging into the customer portal as the customer is recommended only for testing, and troubleshooting for your customer.

 


 

Setup

  1. From the app admin go to Settings, then Customer portal.
  2. Under Login as customer link, enter the URL to your customer portal.

    Note: This address depends on if you have customized your customer portal. If you are using the standard setup, the URL will be my-subscriptions.

    Customer Portal link
  3. Select Save.
  4. Select Customers.
  5. Search for the customer by name or email.
  6. Select the ellipsis beside the customer and select Log in to customer portal.
    Log into customer portal

 

Once logged in as the customer, a blue banner will appear at the top of the customer portal page to let you know that you are logged in as the customer. Any changes made to a subscription here will be logged as completed by the store admin in the customer activity log.

View from the customer portal

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