We suggesting adding FAQs regarding your subscription program on your site FAQs page.
You’ll find our suggestions below, but you should run all Relationship Commerce program content by your legal team.
You may wish to host FAQs in the following locations:
- Product Detail Page
- A relationship commerce landing page
- Transactional emails
- Your Merchant knowledge center
Note: Ordergroove does not host FAQs for merchants, or host locations like the ones above where merchants may wish to host their FAQs.
Suggested FAQs
What Is [Relationship Commerce Program Name]?
'[Relationship Commerce Program Name]' is the most convenient way for you to get the products you want to be delivered to you on a regular schedule. We automatically send your favorite products based on your chosen frequency. The service is easy to use and customizable, so you can make changes online whenever you need. Just tell us how often you want your products, and we'll take it from there. You will receive '[INCENTIVE]' with '[Relationship Commerce Program Name]' orders!
You always have complete control over your '[Relationship Commerce Program Name]' orders and we send an email reminder 4 days* before each order ships. You can change your delivery frequency, next order date, or quantity anytime by visiting ‘[Relationship Commerce Program Name]’ located within your account. Changes to orders can be made any time within 24 hours of the next scheduled shipment date and you can cancel at any time.
*merchants who installed Ordergroove before summer 2022 may have this at 10 days. You may send in a support ticket to check or change the cadence of email order reminders.
How Do I Join?
Joining '[Relationship Commerce Program Name]' is easy; it can be done while browsing on a product page or while reviewing items in the shopping cart. To subscribe, simply select the '[Relationship Commerce Program Name]' option for your desired product, select your preferred shipment frequency, and then check out as normal.
What Will Happen After I Join?
After you join [Relationship Commerce Program Name], you will receive an email confirming your subscription. This email will include a link to access the ‘[Relationship Commerce Program Name]’ section in your account where you can manage your future orders, [Relationship Commerce Program Name] items, and [Relationship Commerce Program Name] account information.
We will place your [Relationship Commerce Program Name] orders automatically according to your selected frequency, and you will only be billed on the day the order is shipped. We will send you an email reminder 10 days* before each [Relationship Commerce Program Name] order. You will also receive email notifications regarding other important information related to your [Relationship Commerce Program Name] account, including when your item is discontinued or out of stock, if you cancel your subscription, and confirmation when an order is placed successfully.
*merchants who installed Ordergroove before summer 2022 may have this at 10 days. You may send in a support ticket to check or change the cadence of email order reminders.
How Do I Make Changes To My Order?
Once you’ve joined, [Relationship Commerce Program Name] is easy to manage. You can change your next order date, skip an order, change your selected frequency, or cancel a subscription by visiting the ‘[Relationship Commerce Program Name]’ section in your account.
Please allow up to 24 hours for modifications or cancellations to be processed.
How Do I Change My Order Date?
To change your next order date, please visit the ‘[Relationship Commerce Program Name]’ tab within the '[My Account]' section and click the ‘[Change Date]’ button to the right of the next order date then select a new date for your order. This will change the order date for the entire order and your next order will be the subscription frequency from the new order date.
If an '[Relationship Commerce Program Name]' order contains multiple items and you would only like to change the order date of a single item, please visit the ‘[Relationship Commerce Program Name]' in the My Account section and select '[Pause]'. When the calendar pops up, change the date you would like to have an order for those items to be placed.
How Do I Skip a Delivery?
To skip a subscription order, visit the ‘[Relationship Commerce Program Name]’ section within the [My Account]’ and click the ‘[Skip Delivery]’ button to the right of the upcoming order date.
How Do I Change Shippment Frequency?
To modify the delivery frequency for a subscription item, please visit the ‘[Relationship Commerce Program Name]’ section within the ['My Account section]'. To change the delivery frequency for an individual subscription item, simply click the frequency dropdown next to the subscription item you would like to modify and select your next desired frequency from the dropdown menu.
How Do I Cancel My Subscription?
To cancel a subscription item, please visit the ‘[Relationship Commerce Program Name]’ section within the '[My Account section]’ and simply click the cancel subscription link to the right of the subscription details. You’ll be prompted to confirm this action and indicate your reason for canceling. Once you’ve selected a cancel reason and clicked the ‘[Cancel Subscription]’ button, your subscription will be canceled and no future orders will be placed. You will receive an email notification confirming this action.
Please allow up to 24 hours for any modifications or cancellations to be processed.
How Do I Make Changes To My Account Information?
To review or modify your [Relationship Commerce Program Name] account information, visit ‘[Relationship Commerce Program Name]’ located within your account. You can change your shipping address for an individual order or at the subscription item level, which is the default option and will affect all future orders.
To change your shipping address for an order, please visit the ‘[Relationship Commerce Program Name]’ within the My Account section and click the ‘[Edit]’ link located directly under the current shipping information. Select a previous shipping address from the dropdown menu or create a new one to add to your account. This address will apply to all subscriptions and future orders unless otherwise noted.
Please remember to press OK and verify that your updated information has been saved successfully. We kindly ask that you allow up to 24 hours for modifications or cancellations to be processed.
How Do I View My Future Deliveries?
You can view your future orders by visiting the ‘[Relationship Commerce Program Name]’ tab within the My Account section. All orders are displayed on this page and are split out by date.
How Do I Combine Items To Be In The Same Order?
[Relationship Commerce Program Name] items that have the same order date, shipping address, billing address, and payment method will ship as one order.
If you have more than one [Relationship Commerce Program Name] item and want the items to ship in the same order, simply visit the ‘[Relationship Commerce Program Name]’ tab in the My Account section and change the next order dates to be the same. If they do not combine, confirm the orders are going to the same shipping address and have the same billing address and payment method.
Can I Add Items To My Next Order With an Existing Subscription?
Yes! To do so, you must be logged into your account. Visit the item’s page you wish to add to your order and find the ‘[Add To Next Auto Delivery]’ button. When you click this button, you will have the option to add the item as one time only or as a subscription.
What Types of Payment Are Accepted?
All [Relationship Commerce Program Name] subscriptions require a credit or debit card payment. Alternative payment forms, such as PayPal, cannot be accepted.
Can I Update My Shipping Address and/or Payment Method?
Sure, just log into your account and update your profile. If you already placed an order and need to change your shipping address please contact Customer Care.