Customers manage their own subscriptions from their account on your store, in a self-service portal. Letting them make changes themselves cuts down on support requests and, importantly, gives them an alternative to cancelling — a customer who can pause or change frequency is far more likely to stay than one whose only option is to quit.
Where customers find it
Subscribers manage everything from the account area on your store — the same place they view their orders. There’s nothing for them to install, and they sign in the normal way.
What customers can do
Depending on which actions you’ve allowed in the option’s settings, a customer can:
Pause and resume - Put the subscription on hold and restart it when ready.
Skip a delivery - Skip the next order without cancelling the subscription.
Cancel - End the subscription, subject to any minimum commitment you’ve set.
Change delivery frequency - Switch how often they receive orders; they see the new price before confirming, and the new cadence applies going forward.
Swap products - Change to another product allowed in the plan.
Customize a single order - When per-order changes are on, edit the products in one upcoming order without changing the rest. A customized order is marked, and you can lock edits a set time before billing.
Build their box - On build-a-box plans, choose which products make up each order, within the item limits you set.
Update payment - Replace an expired or failed card.
Changing the delivery frequency resets any per-order customizations back to the regular box; the customer is warned first. See “Product swaps and build-a-box” for how you control these options.
Reducing cancellations
The portal is your best retention tool. If a customer is getting too much product, they can stretch the frequency or skip a delivery instead of cancelling. If money is tight, they can pause. Offering these options — and a small save offer at cancellation — keeps subscribers who would otherwise leave.
Keeping customers informed
Changes a customer makes are confirmed by email, so they always know their subscription’s status. See “Email notifications” for the full list of messages and how to edit them.