Modifying Customer and Subscription Information

The Customers page is where your support team handles subscriber requests: updating a card, changing a shipping address, skipping an order, or canceling a subscription. Everything for one subscriber sits on a single profile.

In this guide, we'll go through how to find a subscriber, edit their customer and payment details, manage their orders, and modify their subscriptions.

Before you start

You'll find the Customers page in your Ordergroove Admin under Data > Customers. It gives your team advanced edit access to customer, subscription, and order data.

If your eCommerce platform offers a Login on Behalf of tool, try that first. The Customers page allows edits that fall outside your program's configured settings, so working through Login on Behalf of keeps changes inside your established business rules.

Note: If you host shipping or payment information, you can't save changes to that data in Ordergroove. The edit form is still visible, but saving returns an error and leaves the record unchanged. Make those edits on your own system instead.

Jump to a task

Finding a subscriber

1. Open up Ordergroove.
2. On the top toolbar, go to Data > Customers.
3. Search by name, email, phone number, or Customer ID. Your eCommerce platform may refer to the Customer ID as the Merchant ID.
4. Click the subscriber's name to open their profile.

How search matches

Search needs a complete value, not a partial one. If a subscriber's first name is Stuart, searching for "Stu" returns nothing. The same applies to email addresses. Phone numbers are more forgiving on format, and any of these work as long as the digits match the full number on the account:

• 5551234567
• 555-123-4567
• (555) 123-4567

Note: If a subscriber doesn't come up, try a different identifier before assuming they aren't there. Subscribers often check out with a typo, or with a different email or phone number from the one in your records.

Viewing and editing customer details

Open a subscriber's profile to view or edit their information, shipping addresses, payment methods, orders, and subscriptions.

Subscriber details

The first section of the profile lists the subscriber's name and activity status, how many months they've been enrolled, total spend since they became a subscriber, total number of orders, and time since their last order.

Recent activity

Recent Activity shows recent changes to the account and who made each one.

Customer information

Customer Information holds the subscriber's name, Customer ID, email address, number of shipping records on file, and number of payment records. The Customer ID is the Merchant ID your eCommerce platform creates and passes to Ordergroove when the subscription is created.

Editing subscriber information

1. Click the pencil icon opposite the Customer Information section.
2. In the sidebar, edit the Merchant User ID, First Name, Last Name, Email Address, or Phone Number.
3. Click Save.

Managing shipping addresses

If Ordergroove hosts your customers' shipping information, you can edit, add, and delete address records here. If you host shipping information yourself, or run a headless storefront, make those edits on your own system.

Every procedure below starts from the same place: the pencil icon in the Shipping section of the customer profile.

Editing an existing address

1. Click the pencil icon in the Shipping section. The Edit Shipping panel slides in from the right.
2. Click the pencil next to the address you want to change, and make your edits.
3. To apply the address across every one of the customer's subscriptions, tick Use for all subscriptions.
4. Click Save.

Adding a new address

1. Click the pencil icon in the Shipping section.
2. Click Add Address and fill in the address fields.
3. To use this address for all of the customer's existing subscriptions, tick Use for all subscriptions.
4. Click Save.

Deleting an address

1. Click the pencil icon in the Shipping section.
2. Find the address you want to remove and click the trash icon next to it.
3. Ordergroove asks you to confirm. Click Delete.

Managing payment methods

If Ordergroove hosts your payment information, you can edit, add, and delete payment methods here. If you host payment information yourself, the edit form is visible but saving returns an error and leaves the record unchanged.

Every procedure below starts from the pencil icon in the Payment section of the customer profile.

Editing an existing payment method

On an existing record you can update the expiration month, expiration year, and personal details like address and phone number. You can't change the card number.

1. Click the pencil icon in the Payment section. The Edit Payment panel slides in from the right.
2. Click the pencil next to the payment method you want to change.
3. Update the fields. To use this method for all of the customer's existing subscriptions, tick Use for all subscriptions.
4. Click Save.

Adding a new payment method

1. Click the pencil icon in the Payment section.
2. Click Add Payment at the bottom of the panel and fill in the card details.
3. To use the new card for all of the customer's subscriptions, tick Use for all subscriptions.
4. Click Save.

Two things to know when adding a card:

• Address information is required.
• You don't need to enter payment token information. The token appears once you've filled in the required fields and saved.

Warning: Leave the Contains Billing Address box unchecked. If it's checked, the payment record saves without a billing address, which causes failures when the card is later used for an order.

Deleting a payment method

1. Click the pencil icon in the Payment section. The Edit Payment panel slides in from the right.
2. Click the trash icon next to the payment method you want to remove.
3. Ordergroove asks you to confirm. Click Delete.

Note: Deleting a payment method stops it appearing in the customer account, but doesn't remove it from the system. If a subscriber asks to be forgotten under GDPR or CCPA, that's a separate process. See GDPR & CCPA Support Process for Clients for how to remove a subscriber from the system.

Viewing and editing orders

From a subscriber's profile you can review their order history, see why an order was rejected, reschedule an upcoming order, process one immediately, or skip it.

Finding an order

The Orders section lists the subscriber's recent orders with each one's placement date, status, items, Order ID, and order total. Use the dropdown at the top right to filter by status: all, unsent, rejected, canceled, or successful.

Click an individual order to open the Edit Order panel on the right, where you can see the shipping address, payment method, order total, and the items and quantities.

Seeing why an order was rejected

Hover over Rejected beneath an order's date to open a panel with the rejection reason.

Changing the date of an order

You can reschedule any unsent order.

1. Click the order in the Orders section.
2. Click Change Date to open the calendar.
3. Select the new date and click Apply.

Processing an order immediately (Send Now)

1. Click the order in the Orders section to open the Edit Order panel.
2. Click Send Now. The order status changes to Processing Order.
3. Click Save to commit it.

Note: If you clicked Send Now by mistake, click the Undo link that appears in place of the order date, then click Save. Once you've saved a Send Now, the order is on its way and can't be recalled.

Skipping or canceling an order

Use this when a subscriber wants to keep the subscription but doesn't want the next order.

1. Click the order in the Orders section to open the Edit Order panel.
2. Click Skip Order.
3. Confirm in the popup.

Ordergroove then generates a new future order based on the frequency of each subscription in the original. If the order contained several subscriptions, you may see more than one future order.

Removing an item from an order

1. Find the order and click it to open the Edit Order panel.
2. Click Remove Item next to the item the subscriber doesn't want.
3. Confirm in the popup.

Removing an item never cancels its subscription. What happens to the order depends on how many items it holds:

• One item. Removing it cancels the order and creates a future order for that item at its set frequency.
• Multiple items. Removing one item moves that subscription to its next order date. The remaining items process as normal.

Changing an item quantity in one order

1. Find the order and click it to open the Edit Order panel.
2. Scroll to the item you want to change.
3. In the Send box, enter the quantity the subscriber wants for this order.

Note: This changes the quantity for this order only. To change it for every future order, change the quantity on the subscription instead.

Viewing and editing subscriptions

From the same profile you can change a subscription's shipping address, payment method, quantity, or frequency, cancel it, or create a new one.

Finding a subscription

The Subscriptions section sits below the overview. Each row shows the product, price per billing cycle, frequency, creation date, and renewal status. Toggle between active and inactive subscriptions, and page through them using the numbers at the bottom right.

Click a subscription to open the Edit Subscription panel, where you can see the item, subscription settings, shipping address, and payment method.

Note: Any change you make at the subscription level applies to that subscription's next order.

Changing the shipping address

1. In the Subscriptions section, click the pencil icon on the subscription you want to change. The Edit Subscription panel slides in from the right.
2. Scroll to Shipping and click the three-dot menu.
3. Select the address you want from the customer's saved addresses.
4. Click Save.

If the address you need isn't there yet, add it in the Shipping section of the customer profile first, then come back and select it here.

Changing the payment method

1. In the Subscriptions section, click the pencil icon on the subscription you want to change.
2. Scroll to Payment and click the three-dot menu.
3. Select the payment method you want from the customer's saved methods.
4. Click Save.

If the card you need isn't there yet, add it in the Payment section of the customer profile first, then come back and select it here.

Changing the quantity

1. In the Subscriptions section, click the pencil icon on the subscription you want to change.
2. Find the Qty box beneath the product image and enter the new quantity.

The change saves as soon as you click out of the field. There's no separate Save step.

Changing the frequency

1. In the Subscriptions section, click the pencil icon on the subscription you want to change.
2. Find the Every and Duration boxes beneath the product image and set the new frequency.

The change saves as soon as you click out of the field.

Note: Frequencies set here aren't limited to the ones in your program. You can enter any range, including one a subscriber could never select for themselves. That's useful for one-off support requests, but a subscriber on an off-program frequency sees a blank frequency in their Subscription Manager until they pick a program frequency themselves.

Canceling a subscription

1. In the Subscriptions section, click the pencil icon on the subscription you want to cancel.
2. Scroll to the bottom of the panel and click Cancel Subscription.
3. Confirm in the popup. The subscription cancels immediately.

Creating a subscription

1. Click + Add Subscription at the top right of the Subscriptions section.
2. In the panel that opens, search for the product by SKU or product ID.
3. Set the subscription type, recurring discount, shipping address, and payment method.
4. Click Save.

Shopify quick links

If your store is on Shopify, customer and order records in Ordergroove link straight through to their counterparts in Shopify Admin, so your team doesn't have to search for them by hand.

Opening a customer in Shopify Admin

The Customer ID on a subscriber's profile is a hyperlink to that customer's page in Shopify Admin.

Note: The link only resolves if the Customer ID originated in Shopify. Customers you create in Ordergroove aren't synced to Shopify, so their IDs won't have a Shopify record to open.

Next steps

• A Tour of Ordergroove — where everything else lives in the admin
• GDPR & CCPA Support Process for Clients — how to fully remove a subscriber from the system