Subscription Manager FAQ

This Article Contains The Following Questions:

Q: Where can the user manage shipping information for subscription orders?

In most cases, customers can manage their shipping address within a popup modal in their Subscription Manager.  If you are hosting shipping, the customer will be redirected from the Subscription Manager back to their address book on your website.  In this scenario, you will make an API call to Ordergroove with the customer's updates.

Q: What’s the difference between “Skip” and “Remove” in the Subscription Manager?

“Skip” cancels the entirety of an upcoming order and generates a future order, according to the subscription frequency, for each of the items in an order.  “Remove” permits the customer to remove one or more items from an upcoming order without canceling the entire order, generating a future order for each removed item according to its subscription frequency.

Q: Can we intercept a customer intending to cancel their subscription and prompt them to alter their subscription or give them a promotion to stay?

Yes, using Ordergroove's Cancel Flow you can suggest the customer change their order instead. Take a look at Subscription Manager Cancel Flow for more information.

Q: Can a customer pause a subscription?

A “paused” subscription is still considered “live” or “active” in the Ordergroove system, with its order date indefinitely shifted to the next user-specified scheduled order date.

Q:  Are shipping address edits in the Subscription Manager synced with addresses in My Account?

Currently, address edits are not synced.

Q: Why isn't the Subscription Manager loading?

Verify that the Subscription Manager is not attempting to load an inordinate number of subscriptions and that your authorization is both valid and not expired. You can use the HMAC Signature Tool to validate your signature.

Your page tagging may not adhere closely enough to our guidelines. Check that these tagging conventions and sequences are followed in your document:

  • og-msi div and msi.js must be tagged on the Subscription Manager page
  • The value of the “og_auth_cookie” is correct
    • Cookie structure: merchant_user_id|epoch timestamp|signature
    • Make sure the cookie is not URL encoded

  • Your authorization page is blank, with a single script tag; excessive HTML load will result in a timeout on the authorization request.
    • Note: Shopify customers will not leverage an auth page nor auth.js. Users are authenticated through the msi.js and main.js

Additionally, it’s possible (usually during initial provisioning) that you have not added your auth or Subscription Manager page URL paths to Ordergroove's Subscription Settings.

Shopify customers should ensure there is no Auth URL present in subscription settings and the auth method is set to iframe.

To check your subscription settings, log in to Ordergroove and navigate to Subscriptions > Subscription Settings.

Q: Why are my customers seeing different content within the Subscription Manager?

When a customer visits the Subscription Manager, they may see different content depending on their authentication status within Ordergroove. 
If the proper authentication credentials are set, one of the following will apply:

  • Non-recognized customers are completely unknown to Ordergroove because they have not yet made a purchase on-site which resulted in a Purchase POST API request being sent to Ordergroove. When a customer who is completely unknown views the Subscription Manager page, they’ll see the text configured in the ‘Not a subscriber’ section within your Ordergroove Admin.

  • Recognized non-subscribers can be identified by Ordergroove, as they are customers who completed a checkout on-site that resulted in a Purchase POST request, even though they didn’t create a subscription. Recognized customers will see the text configured in the ‘No Subscriptions View’ section of Ordergroove.

  • Inactive subscribers are customers who previously had a subscription but do not have any active ones at the moment. When they visit the Subscription Manager, they’ll see the same ‘No Subscriptions View’ as a recognized non-subscriber, along with their inactive subscriptions listed below. These customers may reactivate their subscriptions at any time, as long as the products have not been discontinued.

  • Active subscribers are customers who have one or more live subscriptions. They’ll see and be able to manage their active subscriptions and upcoming orders, followed by any inactive subscriptions at the bottom of the page. Invalid Auth cookie or signature will not allow the Subscription Manager to display.  If you are seeing a message stating “Your session has expired, please log back in” there is likely an issue with auth, and Ordergroove is unable to authenticate the user.  Recheck the hash key configured to generate the auth cookie, and that your site is not blocking cookies from setting.

Q: Why am I getting a 404 for the main.js file script? 

Verify that the tag is using the correct merchant ID. If the ID is correct, your development team probably undertook page tagging work before your account was provisioned by Ordergroove. Reach out to your Solutions specialist to verify that the main.js file has been published.

Q: Why am I seeing errors in my console?

GET request errors for Ordergroove’s APIs accompanied by an ‘unhandled rejection’ stating “The user is not authenticated or hasn’t subscribed to any products yet” is expected for customers who have an active account on your site, but have not checked out. Ordergroove cannot authenticate the user on our database.

Q: Why aren't my product images loading in Ordergroove-hosted content?

You have synced your product feed with Ordergroove, but product images are not rendering on Ordergroove-hosted content — now what?

  • If leveraging a new environment, check that URLs are set up within your eCommerce platform.
  • Sync a Product Feed to Ordergroove, and check the outgoing folder of the SFTP to view the <image_url> exported within the Product Feed.
    • Note: OG processes product feeds every 30 minutes. This process begins on the half-hour across our clients; please allow up to 30 minutes regardless of the time you provide the file.
  • Ensure that the product images are HTTPS
  • Ensure you do not have any spaces inside your URL structure.
    • If you have spaces, you will need to remove the space from the image URL.
  • When navigating between environments, ensure you are exporting the correct Product Feed data to OG.
  • If you have updated an image URL, and you noticed it has not been updated on Ordergroove’s database:
    • The Product Feed ingestion may not have run on OG’s database.
    • You may need to sync your Product Feed from your eCommerce platform manually.

Q: Can I change my cancel reason copy on the Subscription Manager?

No, Ordergroove has found the preconfigured list of Cancel Reasons to be the optimal cancel reasons and verbiage which resonates with customers.


Q: What happens if a customer changes their mind after canceling?

The customer can reactivate their subscription and be locked into the incentive present when the subscription was created.


Q: What data can I gather from Subscriptions Canceled reporting?

Subscriptions Canceled reporting will help you better understand customer behavior. For instance, if “Overstocked” is a leading cancel reason for a product, you may want to consider leveraging Product Specific Default Frequencies (PSDF) to encourage customers to subscribe to a frequency more in line with the usage of the product.