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This article outlines some of the most frequently asked questions regarding existing customers in Subscriptions for Shopify Checkout. Please select a question below to view the answer.

 


 

  • Yes. You can add a discount code to your customer's subscription. For more information, please visit Subscription Management: Merchant Perspective.

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

  • No. The product needs to be removed from the existing subscription and the customer needs to re-purchase the product as a subscription on the storefront.

  • The unit price cannot be increased or decreased for an individual subscriber at this time. The unit price for a product in an existing subscription is grandfathered during the initial purchase by the customer.

    As a workaround, you can update the price for an existing subscriber to match the current price set in your store by swapping the product out and then back into the subscription. Please visit Subscription Management: Merchant Perspective for steps on swapping a product for an existing subscriber.

    You can also update the price of a product for all existing subscribers using the Bulk Update tool. For more information, please visit Bulk Price Updates in Subscriptions for Shopify Checkout.

  • Subscriptions for Shopify Checkout gives you the ability to define fixed shipping rates by country. If you are using this feature, you can update your subscription shipping rates at any time.

    If you are using the shipping rates you've defined in Shopify, the shipping rates for your subscriptions 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 causes 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 stored along with the new shipping rate.

  • Yes. You can update or change an existing subscriber’s email address, as long as the email address does not already belong to an existing customer.

  • No. Customers with existing subscriptions are unaffected by price changes made within the admin. Their subscriptions remain at the same price as when they originally subscribed as per their subscription agreement. Only new subscribers are subject to the new price.

    If you wish to update the product price for your existing subscribers you can do this via the Bulk Update tool. For more information, please visit Bulk Price Updates in Subscriptions for Shopify Checkout.

  • Recurring orders within Bold Subscriptions occur at 12 AM, within your stores time zone.

    A transaction is sent from Bold Subscriptions to Shopify Payments on the same day that your customer's subscriptions are set to renew. Once the transaction has been successfully processed within Shopify Payments, an order for all successful transactions is generated based on the Daily processing time set for your store.

    You can see this information within Bold Subscriptions under Settings > General settings.

    General settings

    If a transaction fails due to a payment or inventory related issue (invalid credit card, expired credit card, insufficient inventory, etc.), an order will not be generated in your Shopify admin. Bold Subscriptions will attempt to renew the subscription again using the applied settings in Bold Subscriptions under Settings > Dunning management.

    Read more information about dunning management, please visit Cancellation & Dunning Management.