Editing Subscriptions

Editing Subscriptions

Purpose/Goal

This SOP aims to identify how you will need to edit a subscription and properly apply it to ensure the customer's next automatic order goes out properly. 

Resources Needed

Gorgias

Shopify

Stay AI

Step 1 - Identify the Edit Needing to be made & Apply Changes

Step 2 - Email the Customer with the correct template

1. Customer Wants to Cancel

   1.  If they did not provide a reason for canceling, you can use the “Subscription-Cancellation Reason Needed” template. 

   2. If we cannot save them (for example, adverse reactions, financial reasons, medical concerns, etc.), we can cancel the subscription in Stay Ai (found in Shopify apps).

   3. You can cancel in Stay AI by clicking on edit and cancel.

2. Frequency/Set Billing Date - If a customer requests to change how often they get their subscription, you can hit frequency under the edit subscription button to change how often customers get their subscriptions.

   1. Customers may ask to set their next billing date to a specific day of the month, and that option is also available under edit subscription.

3. Change Product/Deleting Product - If the customer wants to change product/flavor, you can swap a product by clicking update next to the product, then swap. Then you will need to look through the products until you find the right product (if you cannot find the product, delete the item and hit add line item; see next sub-step).

   1. To add another product, click Edit Subscription and Add line item.

4. Skip Order - If a customer asks to skip an order for one month, please click edit subscription and then Skip Next Order.

5. Update Payment Information/Payment Failed - If customers need to update their payment information, you can send them a one-time link to their account. We are unable to accept any card information ourselves for liability purposes. To create the link, click on Get Customer Portal Link under customer details. 

6. Updating Shipping Address - You can update the shipping address under customer details on the right side of the page. Please ensure to also update customers shipping address on their Shopify profile.

7. Get Order Now - If a customer asks you to process their order now, you can click edit subscription and then Get Order Now. 

BEFORE YOU START: Please use the corresponding template that fits the action you used in step 1. 

1. Customer Wants to Cancel

   1. Cancellation Reason Needed

2. Frequency/Set Billing Date

3. Change Product/Deleting Product

4. Skip Order 

5. Update Payment Information/Payment Failed

6. Updating Shipping Address

7. Get Order Now

●  You can always check the history of what you did at the bottom of the customer's profile in Stay Ai to double check that you executed the right action.