Customer subscription management

Customers can manage subscriptions created through the new Subscriptions app using your customer subscription portal. They can review their subscription details and make changes to future renewals without contacting you for every change.

Subscriptions created through the earlier Subscriptions app remain in that system. They are not converted into contracts in the new app when you activate it. Read more about migrating from Subscriptions v1.

The customer portal is hosted outside your website's theme. Add a link from your customer account pages so customers can find it. Use Customer portal in the Subscriptions app to configure its font and colours.

View the customer subscription management demo to see examples of the customer pages.

Before sharing the portal, enter your customer-facing email address in Send emails from on Payment retries and alerts, then select Save alert settings. Customers need an emailed code to sign in. Check Customer sign-in emails on the Customer portal page to confirm that a sending address is configured. Read more about subscription settings and notifications.

Theme changes

Add a link from your theme's account pages to the customer portal:

Navigate to Website > Themes
Select the code editor option for the required theme
Open the views/templates/account_pages.twig file
Locate the existing subscription link, which may look like this:

{
    'text': 'My Subscriptions',
    'url': '/account/subscriptions',
    'icon': 'my-subscriptions',
    'condition': global.features.extensions.stripe_subscriptions
},

Replace it with the following entry:

{
    'text': 'Manage subscriptions',
    'url': 'https://sw-subscriptions.myshopwired.uk/customer/portal/' ~ global.business.id ~ '?email=' ~ (global.customer.email|url_encode),
    'icon': 'my-subscriptions'
},

Save your changes
Check that the link displays in the customer account menu and opens your customer portal

The email address included in the link pre-fills the portal's sign-in setting. It does not sign the customer in automatically.

Theme filenames and account menu structures can differ. Follow the guide to displaying subscriptions on your website for related theme changes, or contact theme support for assistance.

Retain access to earlier subscriptions

If customers still have subscriptions managed by the earlier app, retain a separate link to /account/subscriptions. The new customer portal does not display those subscriptions.

For themes using an account home template:

Open the account pages/account_home.twig file
Locate the existing subscription link
Replace its surrounding subscription block with the following example

{# Access to subscriptions managed by the earlier app #}
<div class="column">
    <div class="sw-account-panel sw-account-container-box" data-equalizer-watch>
        <p class="sw-account-heading">
            <span>Old subscriptions</span>
            <i class="icon-my-subscriptions float-right" aria-hidden="true"></i>
        </p>
        <p>
            <a href="/account/subscriptions" class="sw-account-link">View and manage old subscriptions</a> created before this website switched to the new Subscriptions app.
        </p>
    </div>
</div>

Save your changes
Check that a customer with an earlier subscription can still reach the earlier subscription pages

Keep this link available while customers need access to earlier subscriptions. Do not rely solely on global.customer.active_subscriptions to decide whether to display it, because that value may not represent earlier subscriptions after the new system is activated.

If you include a date in the link description, use the date your website switched to the new app.

Customise the customer portal

Navigate to Apps > Subscriptions in your ShopWired account
Navigate to Customer portal
In Font and colours, configure Font, Main colour and Accent colour
Review Preview: customer sign-in page
Select Save appearance

Leave Font blank to use the default fonts. Main colour controls buttons, links and keyboard selection outlines. Accent colour controls the indicator beside active subscriptions and does not appear in the sign-in preview.

The preview uses a sample shop name and contact address. Customers see your shop's name and the address configured in Send emails from.

These settings change the appearance of the customer portal. They do not change your website's theme, subscription emails or the page opened from an emailed card-update link.

View subscriptions

Customers sign in to the portal separately from their website account:

Select Manage subscriptions from the website's customer account pages
Enter the email address associated with their customer record
Request a sign-in code
Enter the six-digit code received by email
Select Continue

Sign-in codes expire after 10 minutes. If a code expires or does not arrive, the customer can select Send a new code when available. They should check their spam or junk folder and use the most recent code.

Codes are sent to the email address on the ShopWired customer record. This may differ from the billing email address on an individual subscription. The app needs the Customer details permission to look up the customer record; check Connection if customers cannot sign in.

After signing in, the customer selects a subscription to view its status, products, quantities, prices, next renewal and available order information.

The customer should review these details before making a change. Editing or cancelling a subscription does not change orders already placed.

Pause, resume or cancel a subscription

To pause an active subscription, the customer selects Pause subscription and confirms the action. Pausing stops future scheduled renewals.

To resume a paused subscription, the customer selects Resume subscription and confirms the action. The next renewal date is shown after the subscription resumes. Resuming does not place an order immediately.

Offline subscriptions do not have automatic renewal orders. Resuming an offline subscription makes it active again; the customer should contact you to arrange future deliveries. Read more about subscription renewals.

To cancel a subscription, the customer selects Cancel subscription, reviews the confirmation and confirms the action.

Cancellation is final. A cancelled subscription cannot be resumed and no further renewals will be scheduled. Cancelling does not cancel or refund orders already placed.

Change products and quantities

The customer selects Edit items on the subscription to:

Edit an item's quantity
Add a product or product variation
Remove an item
Pause or resume an individual item without pausing the whole subscription

To replace a product variation, the customer adds the required variation and removes the previous item in the same set of changes.

After editing, the customer selects Review changes, checks the updated items and subtotal, then selects Confirm changes.

The app checks the selected product or variation and its recurring price with ShopWired. New items use the subscription's saved pricing rule. If the price cannot be confirmed, the item cannot be added.

The Items subtotal is shown before delivery and tax. It is not the final amount payable at the next renewal. A product requiring delivery also needs an available delivery rate for the customer's address when the renewal is prepared.

Changes apply to future renewals. Removing an item stops it being included in those renewals; it does not remove it from orders already placed.

When replacing an item, the app adds the new item before removing the previous one. If only part of the change succeeds, the result identifies what was saved and what still needs attention. The customer should check the subscription before repeating the change.

Edit billing and delivery details

The customer can edit the billing and delivery details saved on their subscription.

They should check both addresses before saving, particularly if only one address needs to change. Select Save details to apply the changes to future renewals.

The country and email address are displayed for reference and cannot be edited through this page. The customer should contact you if either needs to change.

Editing subscription addresses does not change existing orders.

Update card details

For an eligible subscription paid through Stripe or ShopWired Payments, the customer selects Update payment method, then Continue to secure payment page.

The customer enters their card details on a secure ShopWired-hosted page. Card details are not entered into the Subscriptions app or displayed in the customer portal.

Updating card details does not switch the subscription to another payment provider. This option is not available for offline subscriptions.

Returning from the secure page does not, by itself, confirm that the card was saved. The customer should check the result shown. If the result remains uncertain, they should contact you before trying again.

A card update does not pay an earlier failed renewal or start another payment automatically. Check the subscription's payment and renewal status after an update. Read more about renewals and failed payments.

You can also send a secure card-update link from the contract in the app. That link opens the card-update task only; it does not sign the customer in to the wider portal. Read more about updating payment details on a contract.

Check the result of a change

The customer portal shows whether a requested change has been saved.

If an update is still being processed or its outcome cannot be confirmed, the customer should review the current subscription details before submitting it again. Some item or payment changes may need further review before the next renewal can proceed.

If the customer needs help, review their subscription in Contracts. Follow the guide to managing contracts to check its items, renewal information and timeline.