Wix Stores: Managing Product Subscriptions
In this article
- Showing customers how to manage their subscriptions
- Skipping Subscription Orders
- Canceling a subscription
- Adding a grace period
- Changing the date customers are charged
Any time a customer purchases a
product subscription from your online store, it appears in the Subscriptions tab in your site's dashboard.
Important:
To fulfill subscription orders (or cancel / refund a
single order) go to the Orders tab. Learn how to
fulfill a subscription.
Showing customers how to manage their subscriptions
Customers can make changes to their subscriptions by logging in to your site and selecting the
My Subscriptions tab.
From the My Subscriptions tab, customers can:
- Cancel a subscription
- Update credit card or other payment details
Note:
When a customer cancels, it means that no
new orders will be created. There may, however, still be existing orders that are billed and shipped.
For example, if an order is created on the 1st of every month, and a customer cancels on the 3rd of May, they still receive the order created on the 1st May, and they will be charged for it (if they have not already been charged).
Skipping Subscription Orders
You can skip one or more billing cycles anytime a customer asks you to do so (up to 10 maximum). For example, if a customer has a monthly subscription but asks to stop delivery in July and August, you can skip those 2 orders and resume in September.
To skip subscription orders:
- Go to Subscriptions in your site's dashboard.
- Hover over the relevant customer and click View.
- Click the Manage Subscription drop-down and select Skip order.
- Select the start date and end date for skipping orders.
- Choose how you want to resume orders:
- From the upcoming billing cycle: Orders will resume on the next available date according to the original schedule. For example, if orders were originally billed on the first of each month and you selected May 10 as the end date, the next order will resume on June 1.
- Right after skip ends: Orders will resume on the end date. For example, if orders were originally billed on the first of each month and you selected May 10 as the end date, the next order will resume on May 10.
- Click Save.
When the skipped orders have passed, your customer's subscription automatically resumes. You also have the option of manually resuming at any time.
To resume subscription orders manually:
- Go to Subscriptions in your site's dashboard.
- Hover over the relevant client and click View.
- Select an option:
- If no orders have been skipped: Click Cancel Skip to continue shipping with no skipped orders.
- If an order has been skipped:
- Click Manage Order Schedule.
- Select an option:
- Resume orders now: A new order is immediately created.
- Resume orders from next cycle: The next scheduled order will be created.
- Reschedule next order: Select the date the next order is created and click Save.
Notes:
- If you select the Resume orders now or Reschedule next order, it changes the date of all future occurrences (e.g. a monthly order on the 1st of the month may fall on a different day each month).
- Skipped orders are generated later to make up for them, so that a monthly subscription lasting a year will still have 12 cycles.
Canceling a subscription
You can cancel a customer's subscription at any time. When you do, no new orders connected to this subscription are created.
Note:
If you previously suspended a subscription and now want to cancel it, reactivate it first.
To cancel a product subscription:
- Go to Subscriptions in your site's dashboard.
- Select the subscription you want to update.
- Click Manage Subscription.
- Click Cancel subscription.
- Select Cancel now.
- Click Yes, Cancel.
Adding a grace period
You can set a grace period to allow your customers a little more time if their recurring payment fails. This lets them resubmit payment before their subscription is canceled automatically.
Learn how to
set up a grace period.
Changing the date customers are charged
By default, subscription renewal dates are determined by the date of the original purchase. For example, if a customer orders a subscription on the 7th of January, a new order is created on the 7th of every month.
You can change the renewal date so that, for instance, the customer is charged on the 1st of every month. Learn how to
change the payment date for your customers' subscriptions.
