> For the complete documentation index, see [llms.txt](https://help.smartrr.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.smartrr.com/docs/support/admin-portal/adjusting-customers-subscriptions.md). # Adjusting customers’ subscriptions While your customers can edit their subscriptions in their Account Portal, subscriptions can also be managed on their behalf (and in bulk!) within Smartrr.

On the Subscriptions page in the Smartrr admin, you can bulk edit subscriptions by checking the box next to them. When a box is checked, the bulk actions will render at the bottom of the page. The actions available are (depends on the status of the subscriptions): Pause, Set new order date, Open in new tab, Export to CSV (seen when the 3-dotted button is clicked) and Cancel subscriptions.

## Bulk Subscription Management Navigate to **Subscriptions** in the left-hand menu.

Screenshot of the Subscriptions page with active subscriptions in the table. The table includes the columns: Subscription ID, Upcoming order, Customer, Customer email, Est. total, Items, Status (shows count; shows the products when hovered), Created date and Subscription program.

You can quickly search for the particular subscription you're looking for by the customer’s email address or name. Check a row to reveal options to quickly manage the subscription, including: * Pause subscription(s) * Activate subscription(s) * Export to CSV * Open in new tab * Set new order date * Cancel subscription(s)

The bulk actions highlighted at the bottom of the screen. Only displayed when subscriptions are checked.

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: Select all 14+ subscriptions.

To select all subscriptions on the page, check the box in the same row of the table headers.

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

When set the next order date in bulk, a calendar is rendered over the subscription table. Select your date and confirm to apply the bulk next order date change.

{% 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.

## Subscription Details Page To view an individual subscription's details, click on the **blue subscription ID** **number.**

Click on the hyperlinked subscription ID to view the individual subscription.

You'll then be taken to the subscription's respective subscription details page:

In the individual subscription's details page, you will see additional information such as the shipping rate, the shipping address, notes, discount codes and more. Here you can swap the product in the subscription, add products, skip an upcoming order, pause/cancel a subscription and view event logs.

### How to pause a customer's subscription In the **Manage subscription** dropdown, press **Pause subscription**.

### How to cancel a customer's subscription In the **Manage subscription** dropdown, press **Cancel subscription**.

### 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.

The "View raw subscription contract" action shown in the "Manage subscription" dropdown.

### How to skip customer's next order In the **Options** dropdown, press **Skip**.

Click on the "Options" button next to the next order date to Skip the upcoming order.

### How to edit a customer's address In the right pane, press the **pencil icon** to edit a customer's shipping address**.** {% 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**. \ ![Screenshot of the "Shipping address phone number" setting in Shopify's checkout settings. If this setting is changed at any point in time, it could affect your existing subscriptions.](https://3658670565-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FndNAuxS4koYyI8AQTpS9%2Fuploads%2FX9LDDkLzoPL6Yd5JZ0EF%2FScreenshot%202023-11-03%20at%2007.28.58.png?alt=media\&token=671a7469-70f6-409b-9849-7c97868fbad0) {% endhint %}

If phone number is made mandatory at checkout, subscriptions that were created without the setting, will display an error message. The shipping address form highlights the "Phone" field and shows the message "Phone number required". The subscription will remain affected until a valid phone number is added.

To edit the shipping address in a subscription, click on the pencil icon next to the "Shipping Address" card.

### How to set a customer's next order date In the **Options** dropdown, press **Set next order date.**

To set the next order of a subscription from the details page, click on the "Options" dropdown and select the "Select next order date" option. Choose the preferred date from the calendar, confirm and save changes to apply the update.

### 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**.

To add a one time item to a subscription, click the "Add item" button below the products in the subscription and select the "One-time item". Only items in your portal add-ons list under "Subscription Programs" will be available for selection as a one-time add-on/item.

### 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**.

Check the box next to a product to swap or remove it from the subscription.

### 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 %}

To change the frequency of a subscription (only if the subscription program has multiple selling plans), click on the frequency dropdown displayed below the next order date. From the list of available frequencies/selling plans, select your preferred frequency and confirm your change.

### 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 %}

Discounts are applied to the subscription using the "Discount code" field found below the contact information and notes cards. Add your discount code to the field and click the "Apply" button.

### 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.

Leave a comment in the event log to make a note of an event or update that you made to the subscription. The event log is displayed when you switch to the "Orders and event data" tab seen above the subscription details card.

### How to leave order notes If you're using a Shopify theme that supports [Cart Notes](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.

Add notes to a subscription to include your order notes. This is included in recurring orders.

The notes card is found below the "Shipping Address" card.

A few examples of how you can use this feature include: 1. Letting customers add dietary restrictions 2. Adding important packing instructions to subscription orders to be picked up by your 3PL 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: ```javascript {% if order.note %}

Order notes: {{ note }}

{% endif %} ``` --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.smartrr.com/docs/support/admin-portal/adjusting-customers-subscriptions.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.