Creating and updating customer subscriptions

You can create and modify subscriptions right in Ordergroove. This guide walks you through the steps for the most common subscription maintenance tasks.

Find a Subscription

• To find a subscription, go to Customers > Search > Orders and scroll down to the Subscriptions section. A maximum of three subscriptions will appear on the primary menu level, with each subscription’s products, creation date, frequency, and price.
• To see all subscriptions, click View All.  A new panel will display all of a customer’s subscriptions.
• Scroll through and locate the subscription that needs to be edited. Any changes made at the subscription level will change the next order for that subscription.

Cancel a Subscription

• To find a subscription, go to Customers > Search > Orders and scroll down to the Subscriptions section. A maximum of three subscriptions will appear on the primary menu level, with each subscription’s products, creation date, frequency, and price.
• To cancel that subscription, click the Cancel subscription button, found at the bottom of the Subscription Details panel.  
  
  
  
  
• Select the most relevant cancel reason from the cancelation modal that pops up. If your customer’s specific reason for cancellation does not appear on the list, select Other to provide a custom cancellation reason.
• Click Cancel subscription to finalize the cancelation of the subscription. 
  
  

Change the Frequency of a Subscription

• To find a subscription, go to Customers > Search > Orders and scroll down to the Subscriptions section. A maximum of three subscriptions will appear on the primary menu level, with each subscription’s products, creation date, frequency, and price.
• In the box marked Every (next to the Qty box), provide the desired new frequency
• Click the Save to finalize the update to the subscription frequency.  
  
  
  
  When making adjustments to frequencies in Ordergroove's platform, you are not limited to those selected by your business team and included in the program — you can set whatever custom range you or your customer prefer. 
  
  

Change the Quantity of a Subscription

• To find a subscription, go to Customers > Search > Orders and scroll down to the Subscriptions section. A maximum of three subscriptions will appear on the primary menu level, with each subscription’s products, creation date, frequency, and price.
• In the box marked Qty — found positioned under the order item name and detail section — change the item quantity to the desired amount.
• Click the Save to finalize the update to the subscription quantity. 

Change the Payment Information of a Subscription

Do not change a customer's payment information in Ordergroove. This is done in your eCommerce platform, or wherever the customer's payment methods are stored.

Change the Shipping Address of a Subscription

• To find a subscription, go to Customers > Search > Orders and scroll down to the Subscriptions section. A maximum of three subscriptions will appear on the primary menu level, with each subscription’s products, creation date, frequency, and price.
• Click on the subscription’s Shipping Address. A modal will appear, presenting an option to select from an existing address or to add a new shipping address.
  • If the address you want to use appears on this list, select it. 
  • If a new shipping address is needed, click the Add a new address button and provide the new shipping information.  
• Select the shipping address you wish to use from the dropdown list and click the Save button to finalize the update to the shipping information. 

Create a New Subscription

• To find a subscription, go to Customers > Search > Orders and scroll down to the Subscriptions section. A maximum of three subscriptions will appear on the primary menu level, with each subscription’s products, creation date, frequency, and price.
• To create a new subscription, click the New+ button in the top right of the Subscriptions section.
• A new panel will appear to the right. In the Product section of this panel, search for the desired subscription product by its Product ID or SKU. 
• Once the product is located, select "Admin Dashboard" from the Offer Type dropdown menu.
• Confirm that the address and payment Information are correct, then click the Save button to finalize the creation of a new subscription.

Remove a Subscription Item From an Order

• Orders with One Item:
  If an order only contains one item, removing it will cancel the order and create a future order for that item, based on its set frequency. 
  
  
• Orders with Multiple Items:
  If an order contains multiple items, removing one item will remove that subscription from the order and transfer it to the future order date. The other items in the order will process normally.
  • To remove an item from an order, first, locate its order. To learn more about finding orders in Ordergroove, click here. 
  • From the Detail section of the order, click the Remove Item button next to the subscription item that the subscriber wants to exclude from the order. A modal will appear asking for confirmation. Once confirmed, that item will be removed from the order.
    
    
    
    Note: Removing an item will not cancel its subscription. Subscriptions will only be removed if the subscription itself is canceled.