Subscription Management V2: Merchant Perspective

Bold Subscriptions V2 comes with 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 V2, 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 info 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.

And much more.

This article will guide you through the changes you can make for your customers, as well as answer some frequently asked questions.

 Alert

Please note that this article only relates to Version 2 of Bold Subscriptions. If you have Version 1 of Bold Subscriptions installed on your store, please visit Subscription Management: Merchant Perspective for Subscriptions V1

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

 


 

Subscription Management

 Caution

The following changes require a page refresh before they can be seen within the Manage upcoming orders section of the Customer Portal.

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 Review and Manage the Customer Portal.

To edit the functions your customer will be able to access, please see Edit Settings in Bold Subscriptions V2 > 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 Shopify 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 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, like changing the frequency from once every week, to once every two weeks.

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

 Caution

Changing a customer's order frequency will overwrite any previous order date changes.

 


 

Change Order Frequency

  1. From the Shopify 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.

    Select 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 Shopify 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 Shopify 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 Edit next to Products in your subscription.

    Select Edit next to Products in your subscription

  7. Adjust the quantity to the desired amount for each product that is in the existing subscription.
  8. 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 Shopify 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 the subscription that needs to be cancelled, select cancel to expand the menu.
  7. 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

Select Reactivate Subscription

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 the customer's account inside of the Shopify admin.

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

 


 

Setup

  1. From the Shopify 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.

If a customer's payment method or billing address needs to be updated, you can request that the customer completes this themselves by sending an email request.

 


 

Setup

  1. From the Shopify 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 Payment information.
  7. Select Change Payment Information. An email will be sent to the customer.

    Note: If customers are having issues receiving the email, please request that they check their spam and/or junk folders.

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 Shopify 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 next to Address and shipping information.

    Select_Edit_next_to_Address_and_shipping_information.png

  7. Select an existing address or enter a new address.
  8. 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.

 Caution

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

 


 

Setup

  1. From the Shopify 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 Products in your subscription.
  7. Select Swap product next to the product you want to swap with.

    Select_Swap_product.png

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

    Click_Select_product.png

  9. 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 Shopify 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 Manage upcoming orders.
  7. Select Skip shipment beside the upcoming order that you would like to skip.

    Select_Skip_shipment.png

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.

 Caution

Newly added products will not receive a subscription group discount if one is set.

 


 

Add a Product to an Existing Subscription

  1. From the Shopify 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 next to Products in your subscription.
    Select Edit beside Products in your subscription
  7. Select Add Products.
    Select Add Products
  8. Select the product or variant you would like to add the the existing subscription.
  9. Select Confirm.
  10. 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 Shopify 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 next to Products in your subscription.
    Select Edit beside Products in your subscription
  7. Select Edit next to the existing subscription group.
    Select Edit beside the existing subscription_group
  8. Select the subscription group that you would like to change the product to.
  9. Select Confirm.
  10. Select Save Changes.

 

At any time, you can view or remove any discount codes from your customer's subscription product. If there is an error with the existing discount code attached to customer's subscription product, you can remove it by following the steps below.

 


 

Remove a Discount Code

  1. From the Shopify 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 Discount code, then Remove discount.
    Select Remove discount
  7. Select Yes, remove discount.

Bold Subscriptions V2 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 on behalf of 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 pages/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

 


 

FAQs & Troubleshooting

If your customer is unable to log into their account, please ensure you have your customer accounts enabled in Shopify. They will need to be set to optional or required. The Customer Portal resides inside the Shopify customer account area. If your Shopify customer accounts are disabled, your customer will not be able to log into the Customer Portal.

If your Shopify customer accounts are enabled and your customer still cannot log into their account, it may be due to the fact that they have not yet created an account. In this case, you can send an invitation from within Shopify to invite the customer to create an account. For step-by-step instructions, please visit Shopify's support article, Customer Accounts.

Subscriptions are not able be cancelled or paused in bulk. All subscriptions will need to be cancelled or paused individually.

Updating the price of a customer's existing subscription product can only be done through the use of our APIs. It is recommended to have your own developer for this. For more information, please visit our Developer Portal.

Alternatively, if you are unable to use APIs, as a work around you can create a new product with the new price point and swap the old product with the new one. You will need to add the new product to the existing subscription group before it can be swapped. For more information, please see Swap a Product Within an Existing Subscription above.  

If you have updated your shipping rates for products that are in an active subscription order, the shipping rates will not automatically update when the order recurs. This is because all shipping rates are grandfathered in from the original order.

As a work around, you can make a slight change in the customer's account which will cause the subscription re-sync and look for the new shipping rate. Slight changes could include updating the customer's address, or the quantity of the product. You can then revert this change so the correct information is properly stored along with the new shipping rate.

Adding a discount code to a customer's existing subscription is not possible from the admin. If you need help with this, you can reach out to our Merchant Success team

To remove a discount code, please visit View or Remove a Discount Code above.

If you need to transfer the discount code to the newly swapped in product, please reach out to our Merchant Success team

You can also remove the existing discount code by following the steps outlined above in View or Remove a Discount Code.

This issue is coming from the behavior of the the Apple device or browser. We recommend to reach out to Apple support to see if they can resolve this issue for you.

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