Your customers' subscriptions can be managed by logging into Stay AI's Merchant Portal.
Subscription Summary Page
Getting Started
To find the Subscription Summary Page:
Click Customers
Click Subscriptions
On the Subscription Summary Page, you can search for, edit, and export your customers' subscriptions.
Managing a Subscription
Manage your customers' subscriptions directly from the Subscription Summary Page by:
Click the small arrow next to the Subscription ID
Click the Shopify Product ID or Shopify Variant ID to copy it to your clipboard and make identifying products easier.
The Update Button populates per line item and allows you to update the line item price and quantity or swap the product with any other product in the Catalog.
Update - Gives the option to update the line item price or quantity
Quantity - Updates the quantity for that line item
Price - Updates the price per line item
Swap - Allows you to swap to any product in your Catalog. Pricing will come from the Catalog Settings or Bundle Builder and be dependent on the line being swapped (Subscription or One-time).
The Edit Subscription Button allows you to cancel, reactivate, and update the other qualities of the subscription like order date, frequency, and the contents of the subscription.
Add Line Item - Allows you to add any product in your Catalog as a Subscription or One-Time line item. Pricing will be determined by the Catalog or Bundle Builder.
Get Order Now - Allows you to bill and create a customer's next order in Shopify immediately instead of waiting until the next upcoming charge date. Please note, while the billing attempt is sent to Shopify immediately it can take a few minutes for Shopify to process the order AND if there are issues with product availability, deleted Shopify products, customer payment information, etc. the order can be rejected.
Gift Next Order - Allows you to send a customer’s next order to a shipping address separate from the one connected to their subscription. The order following the gifted order will default to the customers standard shipping address. Please note, the only way to see the gifted billing address is in the Upcoming delivery cycles panel on the subscription detail page or Upcoming order page in the customer portal. To un-gift a next subscription order, you can use the Gift Next Order feature again and enter the customers original shipping address.
Edit Address - Edit a customers shipping address for that subscription. If a customer has multiple subscriptions, the address will need to be update on each one. Certain fields are required based on the Country and the Required Customer Information set in Subscription Setup > Shipping Plans.
Skip Next Order - Skips the upcoming order for a customer by the frequency value that subscription is assigned.
Example: A subscription with a one month frequency that has an upcoming order date of January 1st will have its upcoming order moved to February 1st.
Set Next Billing Date - Updates the next billing date to a future date of your choice.
Set Frequency - Updates the frequency at which a customer receives their orders to an interval of your choice. Changing frequency will not update the next billing date.
Example: A subscription with a one month frequency that has an upcoming order date of February 1st will still have an upcoming order date of February 1st after the frequency is updated to three months.
Pause Until - This pauses the subscription until a specific date. If the pause date is before the next charge date, the next charge date will not change. If the pause date is after the next charge, the next charge date will update to the date at which the subscription will unpause. Unlike a canceled subscription, a paused subscription can be modified.
Cancel Subscription - This will cancel a subscription so that it can no longer be charged. Canceled subscriptions can not be modified unless they are paused or reactivated.
Reactivate Subscription - Reactivate has two different purposes:
Reactivating Paused Subscriptions - Reactivating paused subscriptions will set them to Active.
Reactivating Canceled Subscriptions - Reactivating canceled subscriptions will set them to Active and Charge the customer immediately.
PLEASE NOTE: If you or the customer want to modify the subscription before creating a new order, pause the subscription with the Pause Until button and then reactivate it.
Subscription Detail Page
Clicking on a Subscription ID will take you into a subscription detail page (seen below).
Here, you can see even more details about a customer's subscription, edit its properties, apply discount codes, and create links directly to a customer’s portal.
Get Customer Portal Link
Clicking this button will generate a link directly to a customer portal on your store. You can use this yourself to check for issues your customers may be experiencing, or you can share it with customers who are having difficulties logging in.
Upcoming Delivery Cycles
This interface shows the next upcoming delivery cycles for a subscription and its line items.
Order History
History
Here you can see a history of a customer's actions on a subscription including emails, SMS messages, Klaviyo events triggered, billing attempts, billing failures, and more.
This is particularly useful in troubleshooting issues customers may have.
Exporting the Subscription Summary Page
Clicking Export to CSV will allow you to export a list of subscriptions and their individual line items to an email address of your choice.
Click Export to CSV.
Enter your desired email.
Click Export.
The export will provide you with the following:
Subscription Contract ID | The Subscription Contract ID for a particular subscription. This can appear multiple times for each line item in the Subscription. |
Subscription Contract Line ID | The ID for a product line item within a subscription. |
Customer ID | The Shopify Customer ID for a specific customer. |
First Name | Customer’s first name |
Last Name | Customer’s Last name |
Customer’s email | |
Phone | Customer’s phone number that is attached to their Stay AI Account |
Address 1 | The first address line on a subscription shipping address |
Address 2 | The second address line on a subscription’s shipping address |
City | The city on a subscription’s shipping address |
Province | The province or state on a subscription’s shipping address |
Zip | The Zip or Postal Code on a subscription’s shipping address |
Is One Time | (True/False) - Denotes whether or not a line item in a subscription is a one-time product that will only be present for the next order |
Product ID | The Shopify Product ID attached to a subscription line item |
Variant ID | The Shopify Variant ID attached to a subscription line item |
Product Name | The Shopify Product Name attached to a subscription line item |
Variant Name | The Shopify Variant Name attached to a subscription line item |
Line Discounted Price | The price of line item on a subscription after being discounted by the subscription discount or after manual price override in the merchant portal AND the discount code. |
Currency | The currency for a subscription line item’s price |
Frequency | How often a subscription ships |
Status | Active, Paused, or Canceled |
Next Billing Date | When the next billing attempt for a subscription will take place |
Created At | The date at which a line item was added to the subscription |
Out of Stock Billing Attempts | The number of billing attempts made on a subscription if it meets the criteria of being out of stock |
Failed Billing Attempts | The number of billing attempts made on a subscription for charge related errors or other non-stock related errors |
Searching and Filtering the Subscription Summary Page
Search Bar
You can search subscriptions by:
Customer Email Address
Name (First and Last)
Subscription ID
Exporting will honor the search results on the Subscription Summary Page.
Filtering
You can filter subscriptions by the following identifiers
Subscription ID | Search a subscription by its Shopify subscription ID, a string of 8 numbers |
Subscription Currency | Filter subscriptions by the currency of the subscription |
Subscription Type | Filter subscriptions by Standard, Prepaid, Calendar, Calendar Prepaid |
Customer Name | Search for subscriptions with matching sets of characters across customers' names |
Customer Email | Search for subscriptions with matching sets of characters across customers' emails |
Created Date | Filter subscriptions down by the date they were created either through checkout or from migration |
Next Order Date | Filter subscriptions down by the date of their next order.
This date will be the same as the Next Billing Date for Standard and Calendar subscriptions, but may be different for Prepaid and Calendar Prepaid subscriptions. |
Next Billing Date | Filter subscriptions down by the date of their next billing.
This date will be the same as the Next Order Date for Standard and Calendar subscriptions, but may be different for Prepaid and Calendar Prepaid subscriptions. |
Status | Filter subscriptions by Active, Paused, Cancelled, and Expired.
The Expired status is specific to Prepaid and Calendar Prepaid subscriptions. |
In Dunning | Filter subscriptions by whether they are in dunning (going through payment attempt retries) |
Cancelled Date | Filter subscriptions by the date of the most recent status change to Cancelled |
Product Name | Filter subscription line items by the Shopify Product Title of the line item on a subscription |
Variant Name | Filter subscription line items by the Shopify Variant Title of the line item on a subscription |
Product ID | Filter subscription line items by the Shopify Product ID of the line item on a subscription |
Variant ID | Filter subscription line items by the Shopify Variant ID of the line item on a subscription |
SKU | Filter subscription line items by the SKU value assigned to the line item on a subscription |
Line Item Type | Filter subscription line items by whether it is a Recurring line item or One-time line item |
Line Item Quantity | Filter subscription line items by the quantity of the line item on a subscription |
Line Item Unit Price | Filter subscription line items by the price per unit of the line item on a subscription |
Contains Bundle | Filter subscriptions and their line items by whether there is a bundle |
Shipping Price | Filter subscriptions by the shipping price on the subscription |
Shipping Location | Filter subscriptions by the country and/or state/province of the subscription's shipping address |
Shipping Zip Code | Filter subscriptions by the zip code of the subscription's shipping address |
Last Charge Failure Date | Filter subscriptions by the date of their most recent billing failure |
Charge Failure Date | Filter subscriptions by the date of any billing failure had on the subscription |
Had Charge Failure | Filter subscriptions by whether a charge failure ever occurred |
Churn Risk Status | Filter subscriptions by whether they are at risk of churn |
Discount Code | Target subscriptions with a specific Shopify discount code present on the subscription |
Prepaid Remaining Orders | Filter Prepaid and Calendar Prepaid subscriptions by the number of orders left on their prepaid subscription |
Frequency | Filter subscriptions by the delivery frequency of the subscription |
Billing Status | Filter subscriptions by whether dunning has expired or it has undergone a 3DS Challenge |
Line item-level filters can be grouped together as sub-filters to create a specific set of criterion that must be true on a single line item.
For example, in the screenshot above, the line item's product name must be Cookies AND the line item type must be a one-time. Both must be true on the same line for a subscription to return.
This allows you to hyper-target subscription lines by product, variant, type (recurring vs one-time), quantity, unit price, and whether it exists on a bundle.
Churn Risk identification is the first of its kind for subscription platforms. Stay's machine learning model assigns subscriptions churn risk values between 0 and 1 using several factors, including the number of days since the first order, frequency, and order density, which accounts behaviors such as skipping/delaying orders. The top 20% of subscriptions with the highest churn risk value are deemed "at risk".
Export these subscription IDs to use in third-party platforms, creating targeted flows or campaigns to retain at-risk subscribers or reward your loyal customers!