Shopify Subscriptions customer experience

Customers can view and manage their subscriptions from their customer accounts. Customers can take the following actions:

• edit or add payment details
• modify shipping address
• pause or cancel their subscription
• review product and subscription details
• view or skip upcoming orders
• view past orders

Checkout experience

Shopify Subscriptions displays subscription information to customers in the checkout. For example, when buying a subscription product, the order frequency and discount amount for the subscription is displayed in the order summary.

If your store uses local pickup, then a customer can select the Pick up option during checkout to pick up their order from one of your locations.

Shipping costs per delivery for each subscription order are displayed in the Shipping method section. If your customer is buying more than one subscription product, then the shipping cost is displayed under each item. The frequency of the subscription is displayed in the order summary section under the product title.

During checkout, your customer needs to agree to the cancellation policy terms to confirm that they understand they're purchasing a subscription. They can't complete their purchase without agreeing to this policy.

Subscription management for customers

Customers can log in to their customer account to view and manage their subscription orders. Customers can resume, skip, and cancel their subscriptions, and manage their payment methods and shipping address.

Customer account access

Customers can access their accounts in the following ways:

• Log in to their customer account from your store's navigation. This option works only if you've activated new customer accounts.
• Click Manage your subscription from your store's automated subscription email notifications.
• If you add a customer accounts URL to your online store, then customers can use it to access their accounts.

Your customer enters their email address and a six-digit verification code that's sent to their email address. After your customer enters the code, they can access their account. A password isn't required to log in.

View subscriptions

Customers must log in to their customer account to view their subscriptions. When a customer is logged in to their account, they can view and manage their subscriptions from the Subscriptions tab.

From the Subscriptions tab, customers can also use the Manage subscription drop-down menu for quick actions, such as viewing subscription details, skipping their next order, or pausing or resuming their subsription.

View past orders

Steps:

1. The customer logs in to their customer account, and then clicks Subscriptions.
2. The customer clicks the subscription with past orders that they want to view.
3. Under Past orders, the customer clicks View.

Edit payment information

Steps:

1. The customer logs in to their customer account, and then clicks Subscriptions.
2. The customer clicks the subscription with the payment information that they want to edit.
3. Under Overview, the customer clicks the pencil icon next to Payment.
4. In the Replace payment method dialog, the customer selects a payment method.
5. Optional: If customers want to add a new payment method, then they can click Edit. Under Payment methods, customers then click Add to add a new credit card, debit card, or digital wallet.
6. The customer clicks Save.

Edit shipping address

Steps:

1. The customer logs in to their customer account, and then clicks Subscriptions.
2. The customer clicks the subscription with the shipping address that they want to edit.
3. Under Overview, the customer clicks the pencil icon next to Shipping address.
4. In the Edit shipping address dialog, customers can make changes to the shipping address.
5. The customer clicks Save.

Skip upcoming order

Steps:

1. The customer logs into their customer account, and then clicks Subscriptions.
2. The customer clicks the subscription that they want to skip.
3. Under Upcoming order, the customer clicks Skip.
4. In the Skip next order dialog, the customer clicks Skip to confirm.
5. Optional: The customer can click Skip again to skip additional upcoming orders.
6. The customer can click X to return to their customer account. A Next order skipped banner displays to confirm their next order has been skipped.

Pause subscription

Subscriptions are paused effective immediately and customers won't receive any further charges or upcoming orders. Customers can resume their subscriptions at any time.

Steps:

1. The customer logs in to their customer account, and then clicks Subscriptions.
2. The customer clicks the subscription that they want to pause.
3. Under Overview, the customer clicks Pause subscription.
4. The customer clicks Pause subscription to confirm. A Subscription paused banner displays to confirm their subscription is paused.

Resume subscription

Steps:

1. The customer logs in to their customer account, and then clicks Subscriptions.
2. The customer clicks the subscription that they want to resume.
3. Under Overview, the customer clicks Resume subscription.
4. In the Resume subscription dialog, the customer clicks Continue. A Subscription resumed banner displays to confirm their subscription is resumed.

Cancel subscription

If customers cancel their subscription, then billing and delivery ends immediately. Canceling a subscription cannot be undone. If customers want to temporarily stop receiving orders, then they can pause their subscription.

Steps:

1. The customer logs in to their customer account, and then clicks Subscriptions.
2. The customer clicks the subscription that they want to cancel.
3. Under Overview, the customer clicks Cancel subscription.
4. In the Cancel subscription dialog, the customer clicks Cancel subscription to confirm. A Subscription canceled banner displays to confirm their subscription is canceled.