📝How do customers manage their subscriptions?

Last updated: April 11, 2024

Customers can view all their upcoming subscription orders from their Customer Account Portal. Once logged in, they'll land on our portal homepage.

Customers view their active and paused subscriptions under the Subscriptions section and Subscriptions tab.

Note: If a customer has more than 1 active or paused subscription, they will appear in a 2x2 grid on desktop and stacked on mobile. Canceled subscriptions do not appear in the Customer Account Portal as they can't be reactivated by the customer or by the brand.

🕰 FREQUENCY: How do customers edit the delivery frequency of their subscription?

If a customer wants to change the cadence of their subscription deliveries, (ex. 30 days > 45 days) they can opt to "Edit frequency" by clicking Manage subscription.

Customers can click on the Edit frequency icon, indicated with a calendar and clock. They will be directed to a confirmation state which they can select one of the frequencies available in their subscription program.

Note: The list customers see is based on what subscription plans are available in the customer's subscription program. If there is only one subscription plan available within the subscription program, the customer will not be able to switch to another frequency. In this case, we recommend turning off "Edit frequency" as a subscription management option.

🗓 SET DATE: How do customers set the next date for their subscription?

If a customer wants to set a new date for their subscription delivery dates to be based on, they can opt to "Set next date" by clicking Manage subscription.

Customers can click on the Set next date icon, indicated with a calendar. They will be directed to a confirmation state which they can select on a calendar a new date for their subscription.

Customers will also see help text: "Your upcoming orders will be updated based on this new date...".

📦 BUNDLES: How do customers edit items in their bundled subscriptions?

If a customer wants to modify the items in their bundled subscription, they can opt to "Edit" by clicking Manage subscription.

Tip: Bundle products are always indicated with an extra 📦 icon instead of a quantity badge.

Customers can click on Edit, located underneath the bundled product.

They will be directed to a modal state where the can adjust quantity, add, and remove items from their bundled box.

When a bundle has more item slots to fill, the customer will see a placeholder slot in addition to a progress bar showing their progress to "Box full!"

If your shop offers different bundle variants, the customer can change the size of their bundled subscription by clicking "Select different size".

💳 EDIT PAYMENT: How do customers edit their payment method for their subscription?

If a customer wants to update the payment method for their subscription, they can opt to "Edit payment" by clicking Manage subscription.

Customers can click on the Edit payment icon, indicated with wallet. They will receive a notification to their email with a link to securely update the payment method associated with their subscription.

⏸️ PAUSE: How do customers pause their subscription?

If a customer wants to pause their subscription, they can opt to "Pause" by clicking Manage subscription.

The customer will be prompted to select a date for their subscription to auto-resume within the next six months.

🛑 CANCEL: How do customers cancel their subscription?

If a customer wants to cancel their subscription, they can opt to "Cancel" by clicking Manage subscription.

Customers can click on the Cancel icon, indicated with a stop sign. They will be directed to a confirmation state which they can confirm their desire to cancel. If the stop has Retention features turned on, provide a reason for why they are cancelling.