Can a customer pay for an order that includes a subscription with a gift card?
Yes, customers can use gift cards to pay for their first payment.
Customers can use gift cards at checkout for subscription purchases. Recurring orders will not be able to use gift cards and a customer must have a valid payment method at checkout even if they use a gift card.
Important Note: You cannot use your gift card to pay for recurring subscriptions.
You can learn more from Shopify's FAQ page.
Can customers add discount codes to their subscriptions?
Customers and admin can add discounts codes to subscriptions. In the Merchant Portal this is on the right hand side at the bottom of the customer info.
In the Customer Portal the place to add a discount code is below the products in the subscription and above the frequency settings.
How do I see my failed billing analytics?
You can view analytics about failed customer payments on the Analytics > Payment Recovery dashboard . This page will tell you about first-time failure rates and how effective your payment recovery campaign is.
If you’d like to dig in further, you can look at the failed billing report, which can be found here: Failed Billing.
How can I update my customer billing settings?
You can make any changes you need to customer billing on the Subscription Setup > Customer Billing page here: Customer Billing. The options include when subscriptions begin to rebill each day, how often to retry failed payments, and how to treat out of stock products.
How do customers fix failed payments?
Stay AI has built in notifications you can use to notify customers about failed payments with links that direct to their accounts. Shopify also sends a failed payment notification email which includes a link to update their payment information to avoid further failures. If you have Klaviyo in your tech stack we pass a metric (Retextion - Billing Attempt Failed) into Klaviyo that you can leverage to further improve your customer outreach for failed payments.
What do the failed payment errors mean?
Failed payment errors originate from Shopify or the credit issuing company. We present those errors in the Merchant and Customer portal. If there is an undefined error please let your CSM or success@stay.ai know. This happens when we encounter a new billing error, we just need to add it to our list so it can be represented correctly in the future.
If your customer gets a Shopify contract error this was sent by Stay AI due to an error in Shopify before the order was billed. You can read more about these errors and other billing errors here: Understanding Failed Billing