Customer Subscription Help Document

This guide provides an overview of the functionality available to customers who purchase a subscription on our shop.

My Account Pages

After a customer has purchased one or more subscription products with your store, they can view details of their subscriptions on the My Account page.

The My Account page is a core page and gives customers an area to manage their billing and shipping addresses, order history and other account details. With subscriptions functionality enabled on your store, an additional Subscriptions menu item is also added to this page’s navigation bar.

On the My Account → Subscriptions page, the customer’s subscriptions are listed, along with the subscription’s status, next payment date and links to View the subscription, where the customer can view all details and manage each subscription.

View Subscription Page

To view the full details for a subscription:

1. Go to the My Account page.
2. Go to the Subscriptions page.
3. Select the View button next to the subscription in the Subscriptions table; or
4. Click the subscription number under the Subscription column in the Subscriptions table.

This takes the customer to the My Account → View Subscription page for a single subscription. On this page, the customer can view the subscription’s:

• Status
• Start date, trial end, next payment and end date (if any)
• Line items, including products, shipping, fees and taxes
• The total amount charged each renewal
• Payment method
• Order history, including the original order used to purchase the subscription (if any), renewal orders and orders placed to upgrade or downgrade the subscription
• Contact email and phone number
• Billing and shipping addresses
• Downloadable content attached to the subscription

Subscription Management

At the bottom of the subscription details table and in the subscription totals table on the View Subscription page is a set of action buttons. A subscriber can use these buttons to:

• Cancel an active subscription
• Suspend an active subscription *
• Reactivate a suspended or recently canceled subscription
• Re-subscribe an expired or fully canceled subscription
• Pay for a renewal order when the automatic recurring payment failed or the subscription uses manual renewals
• Change the Payment Method used for automatic recurring payments
• Change Address for subscriptions which require shipping
• Remove items from their subscription if the payment gateway supports it. *

Suspend Or Cancel Subscriptions

By default, a Cancel button is displayed on the View Subscription page for subscriptions that are active.

When a subscription has been put on-hold, by you the customer, a Reactivate button is displayed to allow the customer to restart their subscription. If the subscription was put on-hold because a payment is due, then the Reactivate button is not displayed. The customer must pay for the renewal before a subscription is reactivated.

Remove A Product Item

If a subscription has more than one product line item, the customer can remove some or all but one of those items from the subscription. This allows customers to remove items they initially subscribed to but no longer wish to receive on each renewal.

To remove an item, the customer should:

1. Go to My Account → Subscriptions page.
2. Select the View button next to the subscription they want to modify.
3. Click the cross next to the product they want to remove.
4. Click OK.
5. After the item has been removed, the subscription’s totals are updated to remove the cost of that product.

Remove A Product Item

If a subscription has more than one product line item, the customer can remove some or all but one of those items from the subscription. This allows customers to remove items they initially subscribed to but no longer wish to receive on each renewal.

To remove an item, the customer should:

1. Go to My Account → Subscriptions page.
2. Select the View button next to the subscription they want to modify.
3. Click the cross next to the product they want to remove.
4. Click OK.
5. After the item has been removed, the subscription’s totals are updated to remove the cost of that product.

Pay For Renewal

On occasion, a renewal order may need payment either because:

• manual renewal payment is required
• last automatic renewal payment failed
• If payment is required on the renewal order for a subscription, a Pay button is also displayed next to the order under Recent Orders of both the My Account → View Subscription page and the My Account page.

The Pay action is only displayed when:

• the order has a status requiring payment. By default it is on-hold or pending, but can be customised;
• subscription is on hold or pending, as this also signifies the subscription has not been manually reactivated by the store manager despite payment not being collected for the renewal order.

Change OF Address

If a subscriber wants to have their products shipped to a different address, or they move and need to update their billing address, they can change the addresses used for their subscriptions from the My Account page.

There are two methods a customer can use to update their address:

1. Update the shipping address for one subscription; or
2. Update the shipping and/or billing addresses for all subscriptions.

Change Address On One Subscription

To change the shipping address used for a single subscription, the customer needs to:

1. Go to their My Account > View Subscription page.
2. Click the Change Address button next to the subscription.
3. Enter the new address details in the form.
4. Click Save Address.
5. At the base of the edit address form, the customer is advised that both the shipping address used for this subscription and the default shipping address for future purchases are updated. However, the shipping address for other subscriptions is not changed.

Change the Address And Billing Email Address On All Subscriptions

To change the address and billing email address used for all subscriptions, the customer needs to:

1. Go to their My Account page.
2. Select the Edit link next to the shipping or billing address.
3. Enter the new address details in the form.
4. Tick the checkbox: Update the address used for all of my active subscriptions.
5. Save Address.

Change Payment Method

The Change Payment Method button can be used update the payment method for future recurring payments, e.g., When a subscriber’s credit card expires, or they want to use a different credit card than the one currently on file.

Change Recurring Payment Process

To change the payment method used for a subscription, a customer can:

1. Go to My Account > View Subscription page.
2. Click the Change Payment button.
3. Enter the new payment details on the Checkout page.
4. (Optional): Click the Update the payment method used for all of my current subscriptions checkbox to update all subscriptions.
5. Submit the Checkout form and return to the My Account > View Subscription page.

Early Renewal

If a customer would like to renew their subscription without waiting for the next payment date.

1. Go to My Account > Subscriptions
2. View chosen subscription
3. In the first table, the Renew Now button will appear in the Actions row
4. Click Renew Now and complete checkout

Auto Renew Toggle

If a customer would like to disable auto-renewals on their Subscription, they can use the “Auto Renew” toggle on the Subscription. This will only change the subscription’s payment method to manual renewal but won’t stop the renewal completely.