# Adjusting customers’ subscriptions

Last updated: May 14, 2025

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## Bulk Subscription Management

Navigate to **Subscriptions** in the left-hand menu.&#x20;

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You can quickly search for the particular subscription you're looking for by the customer’s email address or name.&#x20;

Check a row to reveal options to quickly manage the subscription, including:&#x20;

* Pause subscription(s)
* Activate subscription(s)
* Export to CSV
* Open in new tab
* Set new order date
* Cancel subscription(s)

<figure><img src="/files/34kb1hoqgvtKBRFoUaQK" alt=""><figcaption></figcaption></figure>

Select all the items on a page by clicking on the checkbox in the header row. To select ALL subscriptions in Smartrr, click on the blue text: <mark style="color:blue;">Select all 14+ subscriptions</mark>.&#x20;

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Before taking any bulk actions like pause or cancel, you will be presented with a confirmation state:&#x20;

<figure><img src="/files/j77f1pOubykElB1WICIf" alt=""><figcaption></figcaption></figure>

{% hint style="warning" %}
**Note:** Vendors will be prompted to select a date for the subscription to auto-resume within the next six months.

While a subscription is paused, you won’t be able to add any additional discount codes.
{% endhint %}

{% hint style="danger" %}
**Warning:** Canceled subscriptions are always permanently suspended due to Shopify’s rules around re-authorizing payment methods. However, *paused* subscriptions can always be resumed.
{% endhint %}

To quickly view the contents of a subscription, hover over the **Items** row.

<figure><img src="/files/7EuhhJFS2OnkJb0sLdbB" alt=""><figcaption></figcaption></figure>

## Subscription Details Page

To view an individual subscription's details, click on the <mark style="color:blue;">**blue subscription ID**</mark> <mark style="color:blue;">**number.**</mark>

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You'll then be taken to the subscription's respective subscription details page:&#x20;

<figure><img src="/files/CBQl3zavUzQHPumyoOoo" alt=""><figcaption></figcaption></figure>

### How to pause a customer's subscription

In the **Manage subscription** dropdown, press **Pause subscription**.

<figure><img src="/files/VGnYj7VPHOaTMNokMumE" alt=""><figcaption></figcaption></figure>

### How to cancel a customer's subscription

In the **Manage subscription** dropdown, press **Cancel subscription**.

<figure><img src="/files/NjiyC5MH58eNd2dObyvI" alt=""><figcaption></figcaption></figure>

### How to view a customer's raw subscription data

In the **Manage subscription** dropdown, press **View raw subscription contract**. This can be helpful if you are working with a developer or a Smartrr Customer Success Manager to troubleshoot a subscription error.

<figure><img src="/files/7qy4lUlIvm7N3rKDIuYo" alt=""><figcaption></figcaption></figure>

### How to skip customer's next order

In the **Options** dropdown, press **Skip**.

<figure><img src="/files/dYCDHWTMtSNbTMyvBmDt" alt=""><figcaption></figcaption></figure>

### How to edit a customer's address

In the right pane, press the **pencil icon** to edit a customer's shipping addres&#x73;**.**

{% hint style="danger" %}
**Note:** Unable to save a customer's address because it's missing a phone number? You're seeing this requirement because your Shopify store settings are set to require a phone number for all customer information. To change this setting in Shopify, go to **Settings > Checkout** and make sure **Shipping address and phone number** are set to **Don't include** *or* **Optional**.

![](/files/BUfAXGhn6qapnbptxGDQ)\
![](/files/0qjWUJehr3rMM1rBzge1)
{% endhint %}

<figure><img src="/files/TWmrmWTu2Eqr5YCXTAla" alt=""><figcaption></figcaption></figure>

### How to set a customer's next order date

In the **Options** dropdown, press **Set next order date.**

<figure><img src="/files/opQUcRfEKGQb62UrFonG" alt=""><figcaption></figcaption></figure>

### How to add items to subscriptions (one-time and recurring)

Press the green **Add item** button. For one-time add-ons, press **One-time item**. For adding an item to every recurring subscription order, press **Recurring item**.

<figure><img src="/files/4NhQR8mbTGd1vMtZBk5P" alt=""><figcaption></figcaption></figure>

### How to bulk update items

{% hint style="info" %}
When swapping or adding a product, if you are not seeing the desired product to add to the subscription, it's likely that product isn't included in the subscription program that this subscription is tied to. Make sure to confirm that the product does exist in the subscription program. The same applies to one-time add-ons; if you are unable to find the product you wish to add as a one-time add-on, you must confirm that the product exists in the **Portal Add-ons** list (found on the "[Subscription Programs](/docs/support/subscription-setup/subscription-programs.md)" page).
{% endhint %}

Check the items you wish to update. For one item you can **Swap** and **Remove**. For multiple items you can only **Remove**.

<figure><img src="/files/UDhbsZKtuSlRta2WLwbx" alt=""><figcaption></figcaption></figure>

### How to change a customer's subscription plan

Under **Current subscription program**, choose a new plan from the dropdown.

{% hint style="warning" %}
**Warning**: If you are moving a customer to a plan under a different subscription program, ensure that the contents of their subscription are also a part of the new Subscription Program.
{% endhint %}

<figure><img src="/files/Kb5RhgoKDq72x5eG68LV" alt=""><figcaption></figcaption></figure>

### How to view/remove a discount code from a subscription

Enter a valid discount code into the **Discount code** card. Remove it by pressing the **X** icon next to the code.

{% hint style="info" %}
**Note:** Smartrr uses Shopify’s native discount code generator. Create discount codes for your subscriptions within your Shopify admin.
{% endhint %}

<figure><img src="/files/0ZSPMhljYo5SscPEk3Gv" alt=""><figcaption></figcaption></figure>

### How to leave an internal comment / note within event log

Comments can be used to leave internal reminders about why certain actions have been taken on a subscription order by an admin. These comments can also be pinned to the top of the event log for easy visibility.&#x20;

<figure><img src="/files/yttk0Q8BE2LLxdC3y6vN" alt=""><figcaption></figcaption></figure>

### How to leave order notes

If you're using a Shopify theme that supports [<mark style="color:blue;">Cart Notes</mark>](https://help.shopify.com/en/manual/online-store/themes/themes-by-shopify/vintage-themes/customizing-vintage-themes/get-more-information-with-order-notes), your shop can utilize this feature to allow customers to include a subscription-specific note that will append to all of their future subscription orders as they are processed in Shopify. This note is both visible and editable from the Subscription Details page in your Smartrr admin.

<figure><img src="/files/vFKnoUE7BNvqS4QpD0no" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/KvhDMJrMbUOCCQZtC7QM" alt=""><figcaption></figcaption></figure>

A few examples of how you can use this feature include:

1. Letting customers add dietary restrictions&#x20;
2. Adding important packing instructions to subscription orders to be picked up by your 3PL&#x20;
3. Adding information about you/your pets to better inform contents for subscription mystery boxes

**Note:** If the Shopify variable for order notes is present in your Shopify order confirmation email, then the note will be visible to your customer when it is processed through Shopify. It would look something like the below:&#x20;

```javascript
{% if order.note %}
<p><b>Order notes</b>: {{ note }}</p>
{% endif %}
```


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