Shopify Standard Services Descriptions

Ordergroove comes with everything you need to run your subscription business right out of the box. This guide will help you get acquainted with the features and terms included with the app.


Subscription Functionality

Ordergroove’s app comes with all of the functionality you need to sell subscriptions including the option to sign up for a subscription on your product page, vaulting or storing of the payment information, and a portal where your customers can manage their subscriptions after the initial checkout.

Feature

Description

Application Installation Ordergroove’s Shopify App is available on Shopify’s app store. The Ordergroove app supports a single store/domain, single language, and single currency.
Product Subscriptions Ordergroove's product subscriptions empower your customers to sign up for subscriptions on your website, and enables recurring delivery of individual products on specific frequencies. This includes the ongoing management and optimization of subscriptions throughout the customer lifecycle.
Subscription Manager

The Subscription Manager allows your customers to modify the subscriptions they have opted into. A button will appear on your website’s account page allowing customers to access the Subscription Manager hosted in Ordergroove’s application. Returning customers log in with their existing Shopify account credentials.

The options available to your customers to manage their subscriptions within the Subscription Manager include the following:

  • Send Now
  • Change Order Date
  • Skip Shipment
  • Change Quantity
  • Change Frequency
  • Remove an Item from this Shipment
  • Cancel a Subscription
  • Pause a Subscription (changes the next order date of the item)
  • SKU Swap
  • Change Shipping Address
  • Link to Shopify-hosted Billing Flow

Shopify’s “New customer accounts” are not yet supported. “Classic customer accounts” using email and password login is required (Configured in Shopify settings, under Checkout and Accounts).

Enrollment Locations & Variations

Places on your storefront where enrollment opt-in can be shown when a product is added to cart or modified. Enrollment will appear on any page where Ordergroove tagging is implemented but is limited to a single domain. New merchants are configured with a default offer location, which will be used globally if additional locations are not added.

Enrollment can be supported on the PDP and Shopping Cart page of a Shopify site.

Monthly Frequency

Subscriptions renew on a set day of each month. Your customers can change this date at any time.

If a customer selects the 29th-31st of the month, eventually their orders will move to the 28th and place on the 28th going forward. Order volumes for the 29th-31st of the month will be lower than average with a spike on the 28th of the month, as your program matures.

Client Payment Vaulting Payment is vaulted with Shopify using Shopify Payments in the cart checkout flow. Existing subscribers can update the payment method used for their subscriptions by triggering a payment update flow from Shopify in the Subscription Management page of the Subscription Manager.

Enrollment Options

Ordergroove adds a widget to your product page that allows customers to opt in to subscriptions. The widget can be modified and styled in the Enrollment section of Ordergroove.

Feature

Description

Enrollment Styling

Within the Ordergroove Admin, you have several offer templates that can be used to provide a base HTML structure for your subscription opt-in widget.

You have the ability to add, style, or edit the copy, font family, font size, font color, vertical alignment, add a default tooltip, and change the default subscription frequency.

You can also opt to utilize advanced styling tools within Ordergroove to further style the enrollment opt-in experience beyond the basic offer styles provided.

A live preview feature pulls in your existing site styles and allows you to design your enrollment widget in real-time on your website.

Product Specific Default Frequency

The default frequency, how often a product is shipped, that a customer sees upon page load. A standard range of frequencies is the same for all products. You are responsible for setting Product Specific Default Frequencies within Ordergroove.

Program Frequency Range

The subscription frequencies available to your customers using days, weeks, or months as intervals. Each product a customer subscribes to is a unique subscription with its own frequency.

Dynamic Shipping Rate

You can set a flat shipping rate with an optional free shipping threshold to be applied by Ordergroove.

Alternatively, you can manage shipping rates in Shopify. If you use Shopify shipping rates, shipping charges cannot be displayed in any Ordergroove content including the Subscription Manager and emails.


Subscriber Experience

After subscribing, customers can control their subscriptions in the Subscription Manager and will receive email communication based on specific actions and automated triggers.

Feature

Description

Subscription Manager Styling

You can customize the look, feel, and copy of the Subscription Manager, using the styling tools available within Ordergroove. These styling tools include the option to add, edit, or style copy, font size, font family, font color, font emphasis, button color, button size, hover states, links, modal windows, info toast customization (limited), and padding of the existing Subscription Manager layout.

Changes to existing copy can be completed by most business users. Most changes to design elements require a front-end developer.

SKU Swap Allows a customer to change the product of their subscription (for example swap from one size or color to another) within the Subscription Manager. This is a permanent change to the subscription product and will be used for all orders going forward unless the customer changes products again.
Subscription Manager Cancel Reasons

Allows a customer to choose from a predefined set of cancel reasons within the Subscription Manager when canceling a subscription. Ordergroove will provide the following standard cancel reasons:

  • Overstocked
  • Stopped Using
  • Too Expensive
  • Not What I Expected
  • Switched Products
  • Trouble Managing
  • No Longer Needed
  • Other (Requires customer write-in)
Transactional Email Styling

You can use a standard WYSIWYG editor or access raw HTML source code to style your emails. This includes the ability to add or edit copy, font, font size, font family, font color, font emphasis, special characters, tables, dynamic tags, template customizations, links, non-Ordergroove hosted images, numbered and bulleted lists, and horizontal lines.

Note: Not all fields available in transactional emails are supported for Shopify integrations

Sent From Address

Emails are sent through Ordergroove's integration with SendGrid using the merchant’s business name and the email address <merchant_name>@reorder.com. You can specify a custom reply-to address via Ordergroove email configuration settings

Out of Stock (OOS) Management

Ordergroove automatically manages orders for items that are Out of Stock. If an order contains both OOS items and in-stock items, Ordergroove will break the OOS items out of the original order and create a new order with that item or items. Ordergroove will try to place this new order every day for 30 days. After 30 days, Ordergroove cancels the order. Emails are sent to impacted customers on Days 1, 15, and 30 of each month.

The subscription associated with an order canceled in the OOS flow will not be subject to cancellation; only the individual order containing the OOS items.

The next order for an item canceled in the OOS flow will place on its next order cycle, according to the chosen frequency.

The OOS logic is not customizable.

Discontinued Continuity

You can swap an old product ID for a new product ID, and automatically migrate all existing subscriptions to the new product. The migration can be done silently with no customer-facing communication (no Ordergroove transactional email notifying the customer of the change), or can include a specific transactional email notifying your customers that a product has been discontinued and swapped with another.


Business Growth and Promotions

Grow your subscription business by offering incentives for customers who choose to subscribe. Ordergroove also comes with quality-of-life improvements for your store like combining shipments within X days of each other and automatically switching a subscription product after checkout.

Feature

Description

Subscription Discounts — Percentage (%) or Set Dollar Amount ($) Off

A percentage or dollar amount that is deducted from the product price or order subtotal.

  • A percentage (%) or set dollar amount ($) off the base price of an item based on the price sent in the product feed.
  • A percentage (%) or set dollar amount ($) off an order subtotal.
One-Time Discount (Appeasement) Customer service agents can use Ordergroove to apply a one-time discount (percentage or set dollar amount) to the next future unsent order. The discount must be applied to the shipping total or to the item price. Discounts can only be applied to a single upcoming order.
Instant Upsell

You can give customers the option to add additional products to their upcoming subscription order, with the same promotion as the subscription offer. Products can be added as one-time items, even if the product is not available for subscription, or as new subscriptions.

The same promotion is only supported for products eligible for Instant Upsell. The date range cannot be modified. Supported on your website only.

You have the ability to style/edit the copy, font family, font size, font color, background color, and button color. You also have the ability to access raw HTML/CSS source code to style and edit instant upsell

Customers must be logged in and have an active subscription to take advantage of this feature, which will render in place of the standard opt-in on the Product Detail Page (PDP).

Buy X, Subscribe to Y You can automatically switch the customer from the initial product purchased at checkout to a different ongoing subscription product at the time of signup. This feature supports a 1:1 mapping of product IDs and cannot be used to create multiple subscriptions from a single item purchase.

Initial Order Incentives (IOI)

The subscription incentive that a customer received during the initial purchase through your website. This incentive can be configured as a flat percentage or dollar amount off the subscription item in their cart. A single % or $ off Initial Order Incentive for all subscription items can be configured in Ordergroove and cannot vary by product.
Combination Savings If a customer has more than one subscription and in turn multiple orders, this tool provides the ability to define a sensitivity (for example 5 days) within which the next order closest in date will be combined with the current order before subscription order placement on Shopify. A maximum of two orders will be combined, and only if using the same shipping address and payment record. The order with the later ship date will be merged with the order with the nearer ship date.

Customer Management

Manage customer subscriptions right in Ordergroove. Customer service agents can update customer information, merge duplicates, update email templates, and more.

Feature

Description

Ordergroove User Management

All users with access to the Shopify store will be able to login to Ordergroove using Single Sign On to manage the subscription program.

Customer Service Agent Tools

Customer service agents have tools in Ordergroove that allows them to search and view customer subscriber records. This includes:

  • Review recent activity of customer records.
  • Edit, create, or delete customer personal and shipping information.
  • Change the date of an order, skip an order, send an order now.
  • Change the quantity or frequency of a subscription, as well as create additional subscriptions for existing subscribers.

Payment records cannot be created in Ordergroove.

Customer Merge A tool within Ordergroove to merge two customer records into a single customer record.
Transactional Email Notifications

Triggered and transactional emails Ordergroove sends out through an integration with SendGrid based on various program events and actions. These emails can be managed within Ordergroove and include relevant dynamic fields for each email type.

Transactional Email Types:

  • Bulk Subscription Started
  • Credit Card Expiration Warning
  • Item Out of Stock Day 1
  • Item Out of Stock Day 15
  • Item Out of Stock Day 30
  • Order Not Placed Credit Card Expired
  • Order Not Placed Credit Card Issue
  • Order Not Placed Generic Issue
  • Order Reminder
  • Reactivated Subscription
  • Subscription Canceled Item Discontinued
  • Subscription Canceled By Customer

Analytics and Reporting

Keep an eye on your revenue, track subscriber numbers, and upcoming orders with Ordergroove’s built-in analytics.

Feature

Description

Ordergroove Analytics

Ordergroove’s analytics suite allows you to view program analytics directly your Ordergroove Admin. This includes data such as active subscribers, active subscriptions, order revenue, subscriber retention rate, net subscribers added, net subscriptions added, activation revenue, enrollment conversion rate, orders places, average order value, subscriptions canceled, and order placement rate.

On-Demand Data Exports

Users can self-generate subscription, order, and inventory reports on-demand via Ordergroove.

Order Placement Utility A log for you to view order placement requests and response XMLs, which allows them to see details of the exact order placement information transferred between Ordergroove and Shopify in the past 90 days.

Technical Specifications and Support

Additional information about Ordergroove’s app, security, and level of support you can expect.

Feature

Description

Integrated Checkout

Customers will complete their initial subscription purchase through the existing Shopify cart and checkout process.

Order Placement Hours Ordergroove places orders daily into Shopify for all orders that are scheduled that day based on subscription frequency. You can select the first hour of the day for Ordergroove to begin this process. All times are in CST. Further customization of order placement logic, including the rate at which orders are placed, or any specific logic beyond the settings available in the Ordergroove platform, is not available.
Web Browsers Supported

Edge 79+ Firefox 63+ Chrome 54+ Safari 10.3+

Transactional Email Styling

You can use a standard WYSIWYG editor or access raw HTML source code to style your emails. This includes the ability to add or edit copy, font, font size, font family, font color, font emphasis, special characters, tables, dynamic tags, template customizations, links, non-Ordergroove hosted images, numbered and bulleted lists, and horizontal lines.

Note: Not all fields available in transactional emails are supported for Shopify integrations

Ordergroove Integration Support

Ordergroove will provide a designated Solutions team member to guide you through integration via an agreed upon timeline, checkpoint calls, and support tickets as needed. The limits and SLAs of this support are defined within the Order Form and Master Services Agreement.

Ongoing Technical Support

Ordergroove's team of support specialists will answer questions and resolve technical issues via ticket support. The limits and SLAs of this support are detailed within the Order Form and Master Services Agreement.

Integration, Design, Configuration & Ongoing Management

You will integrate your Ordergroove program into your Shopify store by utilizing Ordergroove’s Shopify application, available on the Shopify App Store. You will also self-design, develop, configure, and launch your end-to-end relationship commerce experience by utilizing Ordergroove's platform. You will also use the tools available to you within the Ordergroove platform to edit and manage your program after going live.


Custom Development

Ordergroove offers additional flexibility to serve the needs of a wide variety of custom requirements. Additional features are outlined in the Ordergroove Service and Feature Glossary.

Note: The additional features and functionality described in the Advanced Features Glossary and the Custom Development Glossary or elsewhere in Ordergroove’s Knowledge Center may require additional scoping, development time, and/or changes to your agreement. Please contact your Ordergroove representative if you would like to discuss any features not explicitly listed above.