Keeping your product catalog in sync with Ordergroove’s database will prevent negative impacts on your business from discontinued products and diminished inventory. You can easily communicate any changes from your database to your OG product catalog by exporting your products to a CSV within Ordergroove.
The below sections correspond to the data columns on the product configurations .csv file and provide additional information and tips about optimally using them.
If an item is out of stock on your website, you will need to mark it as out of stock in Ordergroove’s database, or you run the risk of receiving orders back to your warehouse, which cannot be fulfilled. Orders marked out of stock on Ordergroove’s database will enter the out of stock (OOS) flow. Ordergroove will break the OOS items out of the original order and create a new order for those items; attempt a new order with these items every day for 30 days, after which it will be canceled. Only the order containing these OOS items is canceled--not the original subscription.
The next order for these OOS items would not place until the next cycle, based on the chosen frequency. However, the customer could click "Send Now" on their next order, and Ordergroove would continue to retry the order. OOS Auto-Delivery items that have been split into new orders still receive free shipping if the original order is qualified for this incentive.
>>> Learn more about OOS management and flow
Any item in your product catalog can be made subscription eligible, but it may not make sense to do so. For example, a customer may need more garbage bags in the upcoming weeks but will almost certainly not need additional garbage cans.
We encourage you to utilize your Ordergroove dashboard reporting to identify customer trends and popular items. You may be able to identify other products that qualify for subscription eligibility within your catalog, further increasing your Subscription revenue.
Subscription eligibility is configured in Ordergroove under Product Subscription - here you can toggle on which of your products you would like to sell as subscriptions. You can also manage subscription eligibility with your product configuration CSV file (found under advanced settings on the product subscription page). A value of ‘True’ under the Subscription Eligible column will mark the product as subscription-eligible, and a value of ‘False’ will mark it ineligible.
Once you have set up your reorder program, you may decide that not every product is a fit for reorder eligibility. You have the freedom to decide which products should receive reorder reminders via your Product CSV. For more information on your Reorder program, click here.
Curious if you purchased Reorder? Submit a Support Ticket
Ordergroove recognizes that each product may not receive the same incentive based on margin and profitability. Within your CSV export for product management, you can configure groups that allow you to assign specific discounts to products based on groupings.
SKU Swap Group
If you have different variations of the same product or products of a similar nature within your product catalog, you can allow the customer to swap between them. Within your Product Configuration CSV, you can assign alternative products that will display as a dropdown in the customer’s Subscriber Dashboard. This allows them to swap between the identified comparable products you have configured, as seen below.
If the products do not have the same price, the pricing field in the Subscriber Dashboard will update dynamically based on the customer’s selection. You should limit the assignment of swappable items to like products, as the intent behind this feature is to create ease in selecting options for a customer's existing subscription. For example, if a customer is subscribed to a particular shade of makeup, it would help provide additional shades to select in the SKU swap drop-down, but presenting the customer with the option to swap to a hairdryer would be unhelpful and even confusing.
Instant Upsell Eligible(IU)
Once a customer is an active subscriber, with an upcoming subscription, you have the option to serve an Instant Upsell offer to the customer, different than a regular opt-in offer. The feature can help increase basket size for an upcoming order while creating a frictionless experience for the customer that may reward them, pending the incentive you have configured. With Instant Upsell, you can either have the offer serve for all products which are subscription eligible, select subscription eligible products, or products that are not regularly autoship eligible making them a one-time add option.
When merchandising your program, you may consider adding non-autoship eligible products as Instant Upsell one-time items within your Product Configs CSV. By adding Instant Upsell to non-autoship eligible items, a customer will only see the one-time offer if they are logged in (with advanced styling), are authenticated, and have an upcoming subscription order. For instance, a razor handle would not make sense to offer as a subscription eligible product at all times. However, customers who subscribe to razor blades may need a replacement handle with their upcoming razor subscription and can add it to their upcoming order with two clicks on the Instant Upsell offer.
Note, OOTB all IU, including one-time items, will receive the same program-wide incentive applied to auto-ship eligible items.
Silent & Non-Silent
When an item is discontinued within your eCommerce platform, you will need to mark the product as out of stock and discontinued within the Product Management CSV in two places. First, enter a value of 'True' in the discontinued column. Next, select the method of discontinuation and enter a value in either the 'Silent' or 'Non-Silent' column to discontinue.
If it is a matter of a minor packaging change, you can choose to “Discontinue Silent” and swap out the SKU. The customer will technically start a new subscription with the new Product ID, but the process will be seamless, taking place without announcement or discernible change to the customer.
Discontinue Silent can be used to move customers to any Product ID. However, it is recommended the product be the same in nature and the same price. Customers will not be grandfathered into legacy pricing for the previous product. The product price will be picked up from the Product Feed sent to OG.
You may also opt to “Discontinue Non-Silent,” and customers will be notified that the product is no longer available via Ordergroove’s transactional emails (if configured). Based on the details of your setup, this email can provide a link to your website for customers to choose other items for a subscription.
Note: Discontinuation of a SKU will cancel all of its associated subscriptions. The subscriptions will no longer be manageable within the customer's Subscriber Dashboard or within the customer's Ordergroove account.
Default to Subscription
Upon page load, OG automatically loads your offer with the one-time option selected by default. You can configure “Default to Subscription” in your product configuration file to identify the products that will load as opted into subscription instead of this default setting. If added to the cart, these products will remain opted into the subscription. You can start slowly and select a few products to default to subscription and test your conversion rates to determine if it is right for your customer base.
Every & Every Period
Product Specific Default Frequencies
Based on anticipated product usage, you have the ability to choose the recommended frequency a product displays on page load. For instance, your data may reflect mascara is purchased every 60 days, whereas moisturizer is purchased every 30 days. The benefits of setting a default frequency specific to product usage include lower churn risk due to the customer being overstocked and a more tailored customer experience.
To set your Product Specific Default Frequency, you will add the numeric value for the desired frequency within the 'Every' column and the day, month, or week value to the 'Every Period' column. i.e. 'Every' 4, 'Every Period' months
Ordergroove's frequencies are based on true calendar months.
If a product is not merchandised to display a specific frequency, the page will load with the default frequency you have set under Subscriptions > Enrollment within Ordergroove.
Note: The frequencies added to your Product Configuration file would need to exist program-wide to render on the UI. For instance, if your program frequencies are 1 month, 2 months, 3 months, and you set 30 days within your Product Configs CSV, we will ignore the CSV selections, defaulting to the program-wide default frequency.