Last updated: April 10, 2024

The event log allows you to easily keep track of all actions associated with a customer’s subscription.

There are four possible “actors” that can make edits to a subscription:

1. Smartrr – Automatic process by Smartrr

2. Admin – Merchant admin

3. Script – Any merchant-configured scripts in subscription program

4. API – External partner (Integrations, migrations, etc.)

The following actions are currently recorded in the events timeline:

• Subscription Order Processed

• Frequency Changed

• Subscription Paused

• Subscription Cancelled

• Subscription Reactivated

• Subscription Skipped

• Subscription Unskipped

• Item Price Changed

• Shipping Price Changed

• Discount Successful

• Discount Failed

• Discount Removed

• Address Changed

• Item Added-On

• Item Removed

• Sequential Subscription Updated

• Change Order Date

• Successful Billing Attempt

• Failed Billing Attempt

• Undo Gift

• Swap Line Item (From Member Portal)

• Update Line Item

• Create Transaction

Last updated: April 10, 2024

Bulk Subscription Management

Navigate to Subscriptions in the left-hand menu.

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)

• Export to CSV

• Open in new tab

• Set new order date

• Cancel subscription(s)

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.

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

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.

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

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.

How to skip customer's next order

In the Options dropdown, press Skip.

How to edit a customer's address

In the right pane, press the pencil icon to edit a customer's shipping address.

How to set a customer's next order date

In the Options dropdown, press Set next order date.

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.

How to bulk update items

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

How to change a customer's subscription plan

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

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.

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.

How to leave order notes

If you're using a Shopify theme that supports Cart 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.

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:

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

Last updated: April 9, 2024

Ever have a customer reach out to you with a CX request about their customer account portal? Help troubleshoot directly by seeing exactly what they're seeing by viewing your customer's accounts as they see them by clicking the View portal as customer from the Customer details page in your Smartrr admin.

To view portal as customer, navigate to the customer's detail page by going to Customers in the left hand sidebar. Find the customer you want to manage and click the row.

Once on the customer detail page, the View portal as customer button is on the right hand side of the page. Click on the button.

Once logged in, you will be able to view the customer's account portal as they see it. You will be able to take any actions the customer can.

To exit the View portal as customer preview, click on the Exit customer view button on the fixed gray bottom bar.

Last updated: April 10, 2024

Currently available on Grow and Excel plans, Advanced Analytics provides best-in-class visualization and reporting capabilities for your subscription business, reflecting a real-time look at performance with customizable time frames and aggregation settings to narrow in on relevant data and trends.

To access Advanced Analytics, please navigate to the Advanced Analytics tab in the Smartrr app:

Definitions

Subscription and subscription customer counts are broken out between Active, Paused, New and Canceled statuses. Subscription customer counts will typically be slightly lower than subscription counts since some subscribers often have multiple subscriptions.

Active subscriptions will generate new recurring orders automatically per the terms of the subscription contract.

Paused subscriptions will not generate new orders automatically, but are available to be set back to active if needed since the subscription contract is still in effect.

Canceled subscriptions will not generate new orders and cannot be set back to active without requiring a new customer checkout and a new subscription contract.

New subscriptions are any subscriptions that were created in that timeframe (e.g. in that month if the Aggregation Interval is set to Monthly).

Using the page

In the upper left of the Advanced Analytics view, you will see options that allow you to configure the Date Range and Aggregation Interval of the report. Aggregation Interval refers to what timeframe the data will be “grouped” by (e.g. customer county by day, month or week).

Just below the Date Range and Aggregation Interval there is a summary of key performance indicators (KPI). The definitions of each of these indicators are visible by hovering over the small ⓘ icon:

Each KPI will be compared to the prior period, so if you have select 90 days, it will compare the most recent 90 days to the 90 day period immediately prior (e.g. January - March compared to October - December).

The rest of the dashboard shows various visualizations of business performance metrics. All data can be exported by clicking the dot menu at the upper right of every dashboard element:

Hovering over any data element will bring up a tooltip showing the underlying data details.

Clicking on any element in a chart legend will hide or show that element in the chart.

Last updated: April 9, 2024

The Customer Detail page is an overview page where you can see:

• Customer name & information

• Whether the customer has logged into their Customer Account Portal

• Customer default address

• Customer payment method

• Lifetime subscription spend

• Total subscription orders

• Event log

• Customer loyalty inforamtion

View a Customer Details page by locating the customer row you want in the Customers table. Click the customer row you want to view details.

How to erase customer data

If you've received a request from a customer to have their data removed from your store, you've likely already deleted their information in Shopify. However, if this customer was also a subscriber, you'll also want to erase all their data in Smartrr.

At the bottom of the Customer Details page, you'll see an Erase all customer data button.

In the Smartrr admin, any records that have been erased will be indicated with CUSTOMER_ERASED.

Last updated: April 10, 2024

Under Theming > Advanced Settings, you are able to define define which actions you want your customer to be able to take when managing their subscriptions in the customer account portal.

The following options are turned ON by default:

• Next order actions

  • Send now

  • Skip

  • Gift

  • Swap

  • Delay

  • Edit address

• Manage subscription actions

  • Edit frequency

  • Set next date

  • Edit address

  • Edit payment

  • Pause

  • Cancel

Unchecking possible actions will hide these options in the applicable "Next order" and "Manage subscription" modals that appear when a customer goes to manage their next order or their overall subscription, respectively.

Last updated: April 10, 2024

Navigate to Theming in the left-hand menu.

Use Portal Settings to customize account portal settings for colors, borders, buttons, and images.

Last updated: April 10, 2024

In your Smartrr admin, navigate to Theming > Translations.

Customer Account Portal Language

Use our 1-click translation feature to quickly change all copy in the Customer Account Portal to:

• English

• French

• Spanish

• Portuguese

When selecting a new language, make sure to save and publish to your preferred theme:

Overrides

You can use overrides to change one-off instances of text in the customer account portal. For example, you might want to change "Next Order" in your Subscriptions section to say "Upcoming":

Use our Quick Jump tool to find the section you're looking for. Or, use ⌘F to quickly search for the term you're looking for on the Translations page.

Edit text in the Override text field by turning the toggle ON.

Don't worry—your text is cached when you toggle the field OFF/ON:

Once you're done with your overrides, make sure to save and publish to your preferred theme:

Last updated: April 10, 2024.

Loyalty is a feature available to merchants on our 💎 Excel plan. With Loyalty, you can incentivize all your customers to earn points and redeem rewards through different shop touchpoints—including referrals.

While Smartrr's Loyalty feature was built with subscriptions in mind to reward your most loyal, consistent customers and increase retention, you can also make earning points are available to all customers regardless of subscription status:

• Customers with an active subscription will have reward items automatically applied to their next subscription order.

• Customers without an active subscription will receive a one-time-use code. This code is unique to their account and can’t be used by others. To use for product-rewards, the customer will add the item to their cart and use the code at checkout. To use for incentive-rewards, the customer will simply apply the code at checkout.

Loyalty encompasses 3 main features:

1. Rewards

2. Tiers

3. Referrals

Rewards

Rewards work on a point-based system. There are currently four events where customers can earn points:

1. Account creation

2. Transaction (per $ spend)

3. Bonus earn (every Xth order)

4. Referrals

"Points" can be renamed to be any unit name to make your rewards program unique to your brand.

To set up a rewards program, navigate to Loyalty. Click Get started.

Set Loyalty Availability

By default, loyalty is available to subscribers only. You can change this to "All customers" to allow customers without an active subscription to redeem points for rewards in the form of one-time codes.

Define a Loyalty Structure

By default, two events are added to your Loyalty point structure: Account creation (50 points) and Transaction (per $ spend) (1 point). Adjust these events and point values to your shop's preference.

Create a Loyalty Marketplace

Your shop's Loyalty Marketplace is where customers can browse between a combination of products and incentives to redeem their accumulated points for. Your shop can choose to offer only products, incentives, or a combination of both.

• Products = Redeemable Shopify items selected at a variant-level, added to the customer's next subscription order

• Incentives = Redeemable fixed amounts or percentages off, added to the customer's next subscription order.

Your shop is able to add as many products and incentives to your Loyalty Marketplace as you like.

You also have the flexibility to set a global restriction on the redemption of rewards. With the "Limit to one use per order" option located in Loyalty settings, vendors can ensure that each product or incentive reward can only be redeemed once per subscription order.

Best Practices

When creating products and incentives you can redeem, be mindful of the points scale you create. In general its recommended that you offer incentives (ie. 5% off discount) at lower point balances. Then increase the points necessary for redeeming products with the highest tiered points being offered for core products. Example below:

• 100 points = 5% off discount incentive

• 175 points = 10% off discount incentive

• 500 points = Non-core product

• 800 points = Core product

Personalize Your Rewards

While points are the default Smartrr reward unit, you have the option to add a custom unit name to make your rewards program unique to your brand:

Additionally, you can add a Loyalty Program Description (up to 150 characters) to give additional context on how your rewards program will work for your shop.

This description will appear when a customer clicks on the "How do I earn points?" question in their Customer Account Portal.

Redemption Process

One Time Purchase

• Products = To redeem product, click redeem and copy discount code from screen or email. Then add product to cart and apply discount code at checkout.

• Incentives = To redeem incentive, click redeem and copy discount code from screen or email. Then apply discount code at checkout.

Subscriptions

• Products = To redeem product, click redeem and product will be automatically added to the next subscription order for free.

• Incentives = To redeem incentive, click redeem and discount code will automatically be applied to the next subscription order.

Tiers

Loyalty tiers allows you to create up to 5 unique groups (minimum of 2) for your customers based on the amount of points they have earned. You can customize the name, color, and point requirements of these tier groups to your liking.

Tier status works similarly to airline miles where status earned in year 1 will carry over into year 2. However points earned will reset at the beginning of year 2 so in order for customers to maintain their status into the following year, they will have to earn the required points again.

Note: points earned is not the same as points balance. Points earned only affects customers' tier status. Points balance will continue to accumulate as customers earn points and will only reduce once used to redeem rewards.

Reward restrictions with tiers

Once tiers is enabled, you will be able to change restrictions on loyalty rewards to be tier specific. For example, a 10% discount can be set to be restricted to Gold tier customers only. Use these restrictions to incetivize customers to reach the next tier status.

Referrals

When enabled, referrals are an easy way to reward your customers with points for sharing your brand with friends and family.

To set up a referral program, navigate to Loyalty. Scroll down to Referral Program. Toggle on.

Give your program a name, description (up to 150 characters), and determine the incentives for both referrer and referee:

• Referrer (The individual who shares their custom referral code) can only be rewarded in points.

• Referee (The individual who makes a purchase with a referral link) can be incentivized with either a fixed amount or percentage off their first subscription purchase.

In the Customer Account Portal, referrers can press one button to easy copy their referral code to their clipboard, or they can press one of the social share icons to populate the following text directly to email, SMS, Twitter, Facebook, or Whatsapp:

Want {X} off your first subscription order from {shop homepage}? Use my referral code: {discount code}

Loyalty points app block

Inside your Shopify theme customizer, you have the option of adding our Smartrr Loyalty Points app block to your product pages. This widget will show customers the amount of loyalty points they can expect to earn from purchasing the product.

When customers click on the points in the widget, a pop-up modal will show, giving them a rundown of your loyalty program and how they can earn points. If you have tiers enabled, a breakdown of them will also be shown.

Last updated: April 10, 2024

Overview

Brands on our Grow and Excel plans have access to a Retention— a feature allows merchants to gain insight on why customers pause and cancel their subscriptions.

Cancellation Reasons

Brands can add up to eight reasons to display in your customers’ account portal alongside a text field for your customers to provide more information. The following reasons show up by default:

Retention Actions

Each cancellation reason can be assigned an optional retention action that will prompt the customer with an additional module before they cancel:

Prompts

Prompts, when set to YES, provide an additional box for for the customer to provide more information on why they are trying to cancel. If a customer volunteers information it will appear on hover over the chat icon in the table of retention results.

Pause Reasons

Brands can add up to eight reasons to display in your customers’ account portal alongside a text field for your customers to provide more information.

Retention Table

Brands can see a full breakdown of Cancellation attempts by customer and Cancellation reason summary, Pause attempts by customer and Pause reason summary, or quickly export all data to CSV.

Last updated: April 10, 2024

Overview

Creator upsells (trending lists) are a type of upsell that can be used to promote between 1-4 products in your customers' Account Portal. Customize heading and body copy to surface these recommendations as being from a particular individual creator or group.

Set Up

Under Subscription Programs, click on the three dots in the menu to reveal Trending Lists.

Once on the Trending List tab, add the following fields:

• Heading

• Caption text

• List discount (optional – the additional discount your customers receive from shopping from this trending list)

• List products (select between 1-4 products)

Once all fields have been entered, make sure to Save changes at the top.

Last updated: April 10, 2024

Overview

Use Smartrr's Instagram connection to display a dynamic Instagram feed inside your Customer Account Portal.

Set Up

In Smartrr, navigate to Theming and find the Instagram section.

Expand the section and click Log in with Instagram.

When redirected, click Allow for permissions on Profile Information & Media.

Once successfully authenticated, you will see the Instagram handle of the account you've connected to and a Disconnect button.

Use the down/up arrows to reorder where the Instagram feed appears on the Customer Account Portal. Use the eye icon to toggle the visibility of the Instagram feed on/off entirely.

Last updated: April 10, 2024

Overview

Passwordless login allows a frictionless login experience for your customers.

Passwordless Login Setup

Step 1: Smartrr Admin

In Smartrr's admin, navigate to Theming in the left-hand menu. Under the Advanced settings tab, you will see a toggle to turn on Passwordless log-in.

Press Save changes and confirm changes will be applied to either your live theme or a duplicate of your current live theme.

Step 2: Shopify Liquid

After passwordless has been toggled on in your Smartrr admin, a liquid file called smartrr-passwordless-login.liquid snippet file will be generated in the Shopify theme you saved to. Please check in the selected theme to see if this file is present.

Next, check the following code has been injected into the theme’s main-login.liquid file or customers/login.liquid file. If this code is not injected, please copy onto line 1 of the file:

Finally, check your shop's account login page to confirm Smartrr's passwordless login page is visible. By default, the page should look like this:

Step 3: Disabling reCAPTCHA (required for Magic Link ONLY)

When using Magic Link as your passwordless login option you will need to disable reCAPTCHA for login within your Shopify store.

To do this go to Shopify: Sales Channels > Online Store > Preferences > deselect "Enable reCAPTCHA on login, create account and password recovery pages" (see below).

Customer Notifications

You can configure what the emails look like for both Magic Link and One Time Code passwordless options from the Customer Notifications settings in the Smartrr App.

Scroll down to the card for Passwordless Login. Click on emails to edit.

FAQs

1. Why do customers still need to enter a password when initially creating an account?

Due to Shopify limitations, customers will still be expected to create a password if they creating a new account with your store. After this, the customer will not be required to use this password again to log in to their account and will be able to log in with a one-time code.

2. Can I revert back to traditional Shopify login from passwordless login?

Technically, yes. Under Theming > Advanced, switch the radio option from Passwordless login back to Traditional login. However, if you switch back to traditional from passwordless login, all customers will be required to reset their passwords upon next log in.

Last updated: April 10, 2024

Custom code placed in the CSS Overrides box in Theming will override any global or product settings.

CSS override rules will be scoped to the following selectors:

• #smartrr_account

• #smartrr_wrapper

• #smartrr_toast_container

• #smartrr_inner

• #smartrr_header

• header

• customer-name

• customer-email

• customer-since

• marketing-banner

• inner

• year-select

• delivery-address-input

• delivery-address-row

• address-wrapper

• current-address-1

• address-1

• current-address-2

• address-2

• settings-grid

• addon

• addon-wrapper

• addon-selected

• item-product-container

• item-product-image

• next-order-price

• addon-no-products

• subscription-grid

• upcoming-deliveries

• your-subscriptions-wrapper

• edit-item-quantity-container

• product-name

• product-variant-name

• manage-order-buttons

• modal-center-text

• modal-center-text-title

• modal-center-text-subtitle

• edit-subscription-apply-discount

• ship-to

• date-picker

• list-item

• list-item-selected

• list-item-disabled

• list-item-prepaid

• upcoming-order-card

CSS Override Examples

Typography Examples

Badge Examples

Page Margin

Quantity Indicators

Lines

Next Order / Subscription Tabs

Prevent Navigation from Overlapping Portal Header

Last updated: April 10, 2024

CSS can be placed in the CSS Overrides section of the Theming page in the admin portal to apply custom typography settings to your brand's Customer Account Portal.

Below are the main predefined typography types that can be manipulated:

General Typography Examples

Badge Examples

Last updated: April 10, 2024

As one of the many ways using Smartrr allows you to fully brand what your customers see when they log-in to manage their subscriptions—we allow brands to add a Marketing Banner to their Customer Account Portal.

Under Theming and Portal Settings, make Banner visible by clicking on the eye icon.

For plain text, simply type what you'd like to appear in your banner. For example:

📦 Subscribers get free shipping on all orders

For HTML, enter type in HTML syntax. For example:

Set a background color for your banner by clicking on the color-selector.

Potential Use Cases

• 📦 Promote free shipping

• 🆕 Announce an upcoming product

• 🎅🏼 Gate an exclusive holiday promotion to existing customers only

• 🔗 Embed a form or other brand collateral

• 🛎 Let customers know where to reach out for help if the have a question about their subscription

Last updated: May 7, 2024

Bundles features are available to merchants on our . With Bundles, you can offer "build-a-box" style subscriptions for your customers by allowing them to curate their own assortment of recurring products.

There are several parts to setting up Bundles with Smartrr, outlined below:

How to create a bundle in Shopify

1. Create a dummy bundle product

Create a bundle product to sell in Shopify by navigating to Products and clicking Add product.

Fill in product details, including name, photos, price, etc.

Add at least one Variant. If your bundle is determined by size we recommend setting up variants something like 4 pack, 6 pack, 8 pack etc.

Make sure that your products are in stock, and then Click Save.

2. Create a collection for your bundle product

In order to know which products can be included in this bundle, create a new collection in Shopify with all potential bundle products. We recommend naming this collection the same as your newly created dummy bundle parent product. Set the Collection type to Manual.

How to create a bundle in Smartrr

In Smartrr, navigate to Subscription Programs and Bundles. Click Create bundle.

The first step is to select a Subscription Program to link the bundle you're about to create.

Once you've completed this step, you've now built the bundle product within Shopify, created an associated collection with variants included, and linked the bundle with a subscription program in Smartrr.

From here, we need to properly implement bundles on your live site by creating a new bundles page, and "injecting" the Smartrr bundle snippet into the code of your live theme.

Injecting Bundle snippets into your theme

To inject the bundle snippet onto your live theme, navigate to the theme in Shopify, click the three dots to the side, and then "edit code"

Go to"add a new template" on the left side, and select "page" as the template type. Then select "liquid", and name the bundle to something relevant. This will create a new page in Shopify for your bundle.

Now you've created the page, scroll down to Snippets, and you'll find the Smartrr bundle snippet you created earlier, it should be titled "smartrr-bundle-bundle name.liquid". In this example, "smartrr-bundle-georges-tea-box.liquid".

Double click the snippet, and it'll "inject" the bundle code onto the new page you've just created.

Now we've injected the snippet, we need to render the code to make it visible and functional on our live site.

Rendering your Bundle

Navigate back to the bundle page we created, and add the Smartrr bundle render code.

This part of code will always be the same, just changed to reflect the name you gave your bundle. In this example, the render code looks like this:

Paste the code into the page, and then click "save".

Once you've saved, navigate back to Shopify, go into the "Online Store" sales channel, and then click "Pages". From there, click "Add page".

Name the page the same as your bundle, and click the drop-down "Theme template" on the right-hand side. You should see the template we created in the backend appear as an option. Select it and click save.

If you click "View page" from here, you'll be directed to your (very basic) bundle page!

How to implement Bundles on your live site

The ability to trigger the Bundles modal can be placed anywhere on your site. For example, it can live on your parent bundle PDP as a CTA button: "Build my bundle".

Once installed, the Bundles modal can also be styled with custom colors and typography by editing the CSS on the snippet smartrr-bundle-css.liquid in your theme’s liquid code.

Frequently Asked Questions

I removed a bundle item from my Shopify collection and subscription program. Why do my customers still see the item in their account portal when they are editing their bundle?

Currently, while bundle items removed from your Shopify collections and subscription program will no longer be available new customers to add to their bundle, it will still show up for customers who have already purchased subscriptions a bundle with this item. This is a known issue, and Smartrr is actively working on a fix. Please contact your CSM for more information.

How are Smartrr bundles passed to my 3PL?

Smartrr offers two ways to pass bundle information to your 3PL for picking and packing:

1. As custom attributes

2. As line items

By default, Smartrr appends bundle items to a Shopify order with the custom attributes. When this is the case, your customers' orders in Shopify will look something like the below:

Alternatively, you can check to enable Use line items when creating your bundle:

When line items are enabled, your customers' orders in Shopify will look something like the below:

This will allow you or your 3PL center to fulfill items at a line-item level:

To validate an order has been updated with line items, your 3PL can check for order line item properties in the ORDER_CREATE payload. If this payload contains _smartrr_info then the 3PL should continue to wait on that order for another 10 minutes.