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Subscription Management
Subscription Management
Benjamin Paull avatar
Written by Benjamin Paull
Updated over a week ago

Your customers subscriptions can be managed through the Retextion Merchant Portal by logging into the Retextion App in Shopify, clicking Customers, and clicking Subscriptions.

Subscription Summary Page

To find the Subscription Summary Page, click Customers then Subscriptions.

Subscriptions Page

On the Subscription Summary Page, you can search for, edit, and export your customers' subscriptions.

Managing a Subscription

You can manage customers subscriptions directly from the Subscription Summary Page by clicking the small arrow next to the Subscription ID.

Clicking the Shopify Product ID or Shopify Variant ID will copy it to your clipboard to make identification of products easier.

The Update Button populates per line item and allows you to update the line item price, quantity, or swap the product with other products sharing the same selling plan.

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.

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 would like 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 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 that go directly to a customer’s portal.

Get Customer Portal Link

Clicking this button will generate a link directly to a customers 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


Here you can see a history of customer's actions on a subscription including emails sent, SMS messages sent, 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, and hit export.

The export will provide you with the following information:

  • 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 attached to their Retextion Account

  • Address 1 - The first address line on a subscription shipping address

  • Address 1 - 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.


You can filter subscriptions by:

  • 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 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.

Exporting will honor filters placed on the Subscription Summary Page.

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