Customer portal
What customers can do
The Subscriptions page lives in your customers' accounts on your store. They sign in the same way they do to see their orders. There's no separate site or login. This page describes what they see, so you can help them when they ask.
Customers can only reach the page if it's linked from your customer account menu. How to add it
Their subscriptions
The page lists each subscription with its status, items, price per delivery and next order date. View details opens one.
Always available
- Change quantities. They change how many of each item they get and choose Save changes.
- Move the next delivery. Under Next delivery, they choose any date from tomorrow up to a year away.
- See their payment method, with a warning if their card expires soon or is no longer active, and a button to update it.
Available when you turn them on
| They can | What they see | Rule |
|---|---|---|
| Swap an item | Swap beside an item, then a list of what they can swap to, with each price compared to what they pay now. Swap back returns to the original. | Swap rules |
| Add an item | Add an item, then a choice of every delivery or the next delivery only, and a quantity. While adding is open they can also Remove items. Removing the last item cancels the subscription, and they're told so first. | Add to subscription |
| Pause and resume | Pause subscription under "Need a break?", and Resume subscription while it's paused. | Pausing |
| Change the address | An edit option on the delivery address, with the new delivery rate before they confirm. | Delivery address |
| Change the frequency | Change frequency, with the frequencies every item on the subscription offers. | Delivery frequency |
| Apply a discount code | Apply a code. | Discount codes |
| Cancel | Cancel subscription, then your reasons and offers, then a confirmation that says exactly when it ends. | Cancellation |
Before a change is confirmed, they see what it does to their price and, when it changes, their delivery rate. They're told when a change has closed for the next order, and when it opens again. Swaps and adds show how many they have left for this order.
While a subscription is paused
The page says it's paused, and the date their next order would be if they resumed now. To change items or the address, they resume first.
After cancelling
If the subscription runs to the end of its paid cycle, the page shows the date it ends and a Keep my subscription button they can use until then.
When a payment fails
While Vanix retries a renewal, the page tells the customer what went wrong and when the next try is:
- "Payment failed for your order. We'll try again on …"
- "An item in your order is out of stock. We'll try again on …"
If the retries run out on a declined card, it asks them to update their payment method. Update payment method emails them a secure link from your store, and billing starts again once it's updated. Depending on your rules, some changes, such as swaps and adds, are paused while a retry is running.
Languages
The page is available in English and French, and follows the language the customer's account is shown in.