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 other products sharing the same selling plan.
1. 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 other products that are in the same selling plan. Swaps always respect the selling plan discount on a subscription. This means the final price will be the full price of the item minus the discount from the selling plan.
  If you need to swap to a product outside of this subscription's selling plan, you can add a line item and then remove the old line item.
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.
1. Add Line Item - Allows you to add any active or draft product to an existing subscription. Clicking Add Line Item will open up a product search feature where you can search for products by their Product Title. Selecting a product will then prompt you to select a variant even if only a single variant exists for that product. After selecting the variant, the price will be determined by the selling plan discount associated with the subscription. You can adjust the price and quantity as necessary as well as selecting the line item to be added as a onetime purchase. Please note that selecting the onetime option does not update the price of the item being added to full price.
  
  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. Please note that phone number is mandatory when updating a shipping address in Retextion. If the customer did not provide a phone number, you can enter a dummy phone number such as 111-111-1111.
  
  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:
  1. Reactivating Paused Subscriptions - Reactivating paused subscriptions will set them to Active.
  2. 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
Email	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 selling plan group or after manual price override in the merchant portal.
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 by subscriptions containing a specific string of characters
Next Charge Date	This represents the dates that subscriptions will be charged. You can filter subscriptions by the next charge date occurring before or after a certain date. By combining both before and after, you can target subscriptions between to dates or omit a segment of dates.
Created Date	This is the date that a subscription was created either by checkout or from migration. By combining both before and after, you can target subscriptions between to dates or omit a segment of dates.
Status	Filter subscriptions by Active, Inactive, and Paused.
Customer Name	Look for matching sets of characters across multiple customers' names.
Customer Email	Look for matching sets of characters across multiple customer emails.
Product Name	Target subscriptions contain a product with a specific Shopify Product Title value.
Variant Title	Target subscriptions contain a product with a specific Shopify Variant Title value.
Charge Failure	Target subscriptions that had a billing charge failure before or after a certain time frame.
Churn Risk	Target subscriptions that either are or are not a churn risk.

Churn Risk identification is the first of its kind for subscription platforms. 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!

Exporting will honor filters placed on the Subscription Summary Page.