Subscription Management: Customer Perspective in Subscriptions for Shopify Checkout

Allowing customers to change their next order date decreases the churn rate of cancelled subscriptions on your store. Once this setting is enabled, your subscribers will be able to sign in to the Customer Portal and choose a date for their next order.

Your customers will have two options when changing the upcoming order date:

1. Only update next order date: This option will only update the next order date in the cycle and skip the previously scheduled next order date. For example, if a subscription generates monthly on the 15th, and the next order date is changed from September 15th to September 10th, the next order will generate on September 10th and then will be skipped on September 15th. All future orders will remain set to recur on the 15th.
2. Update all future orders based on the selected date: This option will will change the next order date as well as the future order dates. For example, if a subscription generates monthly on the 15th, and the next order date is changed to the 10th, the next order will generate on the 10th as will all future recurring orders. 

Orders changed to today's date can take up to 60 minutes to process as Bold Subscriptions runs batches for recurring orders every hour starting at midnight.

Enable Permission in Bold Subscriptions

To allow your subscribers to change their next order date, please follow the steps below.

1. From within Bold Subscriptions, select Settings.
2. Select Customer portal.
3. Enable Customer can change their next order date by moving the toggle to the right.

   

Once this setting has been enabled, customers will be able to change their order renewal date for the next upcoming order or for all future recurring orders.

Change Upcoming Order Date

To change the next order date, your customers can follow the steps below.

1. From the storefront, log in to the account that has the active subscription. 
2. Select My Subscriptions.
3. Under Active subscriptions, select Edit future orders under the product that you would like to adjust the order date for.

   

4. Select the order text and choose a desired order date.
5. Select Only update next order date or Update all future orders based on selected date.
6. Select Save Changes.

Active subscribers may need to change the order frequency for their active subscription on your store. For example, your customer may wish to adjust an order frequency from recurring every week, to every two weeks to receive less of a product.

When subscribers are adjusting their order frequencies, they are only able to select from the options that are built into the existing subscription groups.

It's important to note that changing the order frequency will not update the next order date. Frequency changes will come into affect once the next order has passed.

Enable Permission in Bold Subscriptions

To allow your customers to change the next order date within the Customer Portal, please follow the steps below.

1. From within Bold Subscriptions, select Settings.
2. Select Customer portal.
3. Enable Customer can change their order frequency by moving the toggle to the right.

   

Change Order Frequency

To adjust the order frequency of an existing subscription via the Customer Portal, your customers can follow the steps below.

1. From the storefront, log in to the account that has the active subscription.
2. Select My Subscriptions.
3. Under Order frequency, select Change frequency.

   

4. Select the dropdown and change the frequency to the desired frequency option.
5. Select Save.

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

Within Bold Subscriptions, you can allow your subscribers to pause and resume their recurring orders. This gives 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.

This helps to reduce churn for subscription orders as it gives your customers the flexibility to pause their subscriptions at their leisure, instead of cancelling.

Enable Permission in Bold Subscriptions

To enable the pause/resume feature for customers, please follow the steps below.

1. From within Bold Subscriptions, select Settings.
2. Select Customer portal.
3. Enable Customers can pause and resume their subscriptions by moving the toggle to the right.

   

After this setting has been enabled, customers will be able to pause an active subscription within the Customer Portal.

Pause or Resume a Subscription

To pause or resume an existing subscription within the Customer Portal, your customers can follow the steps below.

1. From the storefront, log in to the account that has the active subscription.
2. Select My Subscriptions.
3. Select Show details under the subscription that you would like to pause.
4. Select Manage upcoming orders.
5. Select Pause Future Orders.

   

If your customer would like to resume their subscription, this can be done by selecting Resume future orders near the top of the subscription details:

Customers can adjust the quantity for a product on a subscription within the Customer Portal. This allows existing subscribers to easy increase or decrease the amount of products they are receiving, without the need to make another purchase on a separate order.

Setup

To update the product quantity within an existing subscription, your customer can follow the steps below.

1. From your storefront, log in to the account that has the active subscription.
2. Select My Subscriptions.
3. Select Show details under the subscription you would like to increase or decrease the quantity for a product.
4. Select Edit next to Products in my subscription.

   

5. Adjust the quantity to the desired amount for each product that is in the existing subscription.
6. Select Save.

If a customer needs to cancel their existing subscription, they can complete this within the Customer Portal on your store. 

Some common reasons a customer may look at cancelling their subscription on your store are as follows:

• 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.

Enable Customer Permissions

To allow your customers to have the option to cancel their orders within the Customer Portal, please follow the steps below.

1. From Bold Subscriptions, select Settings.
2. Select Customer portal.
3. Enable Customers can cancel their subscriptions by moving the toggle to the right.

   

Once this setting has been enabled, customers will be able to cancel their subscriptions in the Customer Portal.

Cancel an Existing Subscription

To cancel an existing subscription within the Customer Portal, your customer can follow the steps below.

1. From your storefront, log in to the account that has the active subscription.
2. Select My Subscriptions.
3. Select Show details under the subscription that needs to be cancelled.
4. Select Cancel Subscription three times.
5. If you have set up a cancellation flow, your customer will need to either choose a cancellation reason, or follow the instructions you've provided. If you have not enabled a cancellation flow, your customer will be able to cancel without selecting any further options.

   Note: For more information, please visit Cancellation & Dunning Management in Subscriptions for Shopify Checkout for steps on setting up a cancellation flow.

   

6. Select Confirm.

Reactivate a Subscription

If your customer needs to reactivate a subscription, they can follow the steps below.

1. Log into the Customer Portal and select View Inactive Subscriptions at the bottom of the page.

   

2. Under the desired subscription, select Reactivate Subscription.

   

3. Select Yes, Reactivate Subscription.

Existing subscribers have full access to changing their account information within the Customer Portal. This includes updating their email address, first name, last name and phone number:

Updating information within the Customer Portal will also make the changes within their customer account in Shopify's admin.

Note: If your customer changes their email address in the Customer Portal, they must then use the new email address to log into their account going forward. 

Setup

To change their account information, your customers can follow the steps below.

1. On the storefront, log in to the account that has the active subscription.
2. Select My Subscriptions.
3. Near the top of the page under My account info, make the necessary adjustments.
4. Select Save Changes.

If a customer's payment method or billing address needs to be updated, they can complete this change through the Customer Portal.

It is important that your customers know that they have the ability to update their payment details for their existing subscriptions as their subscription may be cancelled depending on the store's Failed Transaction Handling set in Bold Subscriptions.

Setup

For customers to update their payment method or billing address, please follow the steps below.

1. On the storefront, log in to the account that has the active subscription.
2. Select My Subscriptions.
3. Select Show details under the subscription you would like to update the payment method or billing address for.
4. Select Payment information.
5. Select Change Payment Information.
6. Check the email that is registered to the subscription account.

   Note: If you are having issues receiving the email, please check your spam and junk folders.

7. Open the email titled Edit your payment details and select Edit payment details button within the email.

   

8. Select Change.

   

9. Enter the new payment credentials.
10. Under Billing address, update the billing address that matches your new credentials.
11. Select Update card.

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

Customers are able to adjust their shipping address directly within the Customer Portal of the store. If the correct information is not updated, there is a strong possibility that the future recurring orders will automatically fail due to a payment error with the payment method being used.

Setup

To update the shipping address of an existing subscription, your customer can follow the steps below.

1. On the storefront, log in to the account that has the active subscription.
2. Select My Subscriptions.
3. Select Show details under the subscription you would like to update the shipping address for.
4. Select Edit next to Address and shipping information.

   

5. Select an existing address or enter a new address.
6. Select Save Changes.

Once the shipping 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 product within their subscription, Bold Subscriptions offers the ability for customers to swap their current product with a new one. This allows them to avoid cancelling and resubscribing, and all can be done easily within the Customer Portal.

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.

Setup

To swap a product within an existing subscription, your customer can follow the steps below.

1. On the storefront, log in to the account that has the active subscription.
2. Select My Subscriptions.
3. Select Show details under the subscription that contains a product you want to swap with another product.
4. Select Products in my subscription.
5. Select Swap product next to the product you want to swap with.

   

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

   

7. Select OK.

All future orders will generate with the new product after the swap has been completed. Customers can continue to swap products on each order by following these steps between each recurring order date.

If your customer would like to add a discount code to their existing subscription from within the Customer Portal, please have them follow the steps below.

Setup

To add a discount code, your customer can follow the steps below.

1. On the storefront, log in to the account that has the active subscription. 
2. Select My Subscriptions.
3. Select Discount code, then Add discount.

   

4. Select Apply.

In order to add a new discount code to an existing subscription, any existing or inactive discount codes will need to be removed first. Inactive discount codes remain visible on your customer's subscription even when they are expired.

If your customer would like to remove a discount code from an existing subscription from within their Customer Portal, please have them follow the steps below.

Setup

To remove a discount code, your customer can follow the steps below.

1. On the storefront, log in to the account that has the active subscription. 
2. Select My Subscriptions.
3. Select Discount code, then Remove discount.

   

Customers are able to skip an upcoming order within their subscription, and resume the order on a later date.

Some possible reasons a customer may want to skip an upcoming order are:

• Insufficient funds in the payment method on file.
• They are moving.
• They just need some extra time between orders.

Setup

To skip an order within the Customer Portal, your customer can follow the steps below.

1. From your storefront, select the Account Management Icon. 
2. Log in to the account that has the active subscription. 
3. Select My Subscriptions.
4. Select Show details under the subscription that you would like to skip a future order for.
5. Select Manage upcoming orders.
6. Select Skip shipment beside the upcoming order that 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 shipment to reverse the change that was made earlier.

When this feature is enabled, your customers can add a new subscription product to any one of their active subscriptions from within the Customer Portal.

When a new subscription product is added to an existing subscription, the new subscription product will share the same order frequency and shipping address of the existing subscription. A new shipping rate will be calculated at the time the new product is added.

In order to add a new product to an existing subscription, the new product must also be available for subscription.

The added product will take the discount of the subscription group it belongs to. If it belongs to more than one subscription group, the discount from the last group it was added to will apply.

Enable Setting in Bold Subscriptions

To allow your customers to add a new product to their existing subscription, please follow the steps below.

1. From within Bold Subscriptions, select Settings.
2. Select Customer portal.
3. Enable the toggle next to Customer can add products to their existing subscriptions.

   

Add a Product to an Existing Subscription

To add a product to an existing subscription, your customer can follow the steps below.

1. On the storefront, log in to the account that has the active subscription.
2. Select My Subscriptions.
3. Within the active subscription overview, select Add Products.

   

4. Select the desired product.
5. If applicable, select the size and quantity.
6. Select Add to this subscription.