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Use the Subscriptions screen to see your customers’ recurring subscriptions, start new ones and change existing ones.

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Where to find it

In the admin sidebar, under Commerce, select Subscriptions.
To open this screen, your role needs View only or Full access for Subscriptions. To create subscriptions, or to edit, pause, skip, cancel or reactivate them, it needs Full access. On the Roles screen, Subscriptions is in the Commerce card. Open the card and set access from the Subscriptions area’s menu, not the card’s.

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What’s on the screen

New Subscription and Export are at the top of the page. The stats bar shows Total Subscriptions, Active Subscriptions, Average Order Value and Churn Rate for the subscriptions in the list. Its date menu limits the list and the stats to subscriptions created in a period: Today, Month to date, Year to date, This week, Last 7 days, 30 days, 60 days, 90 days or All time. Above the list:
  • The All, Active, Paused, Past Due and Cancelled tabs filter by status.
  • The search box finds subscriptions.
  • The sort menu orders the list by date, subscription number, status or amount.
  • The Filters panel filters by Status, Last Order Date After, Frequency (Daily, Weekly, Monthly or Yearly) and Order Amount (Min and Max). Click Apply Filters, or Reset All to clear them.
The list has these columns: Subscription #, Customer Name, Product, Status, Frequency, Last Order, Next Order and Amount. Next Order shows the next bill date, or Paused, Cancelled or Completed. Click a subscription to open it. Each row’s actions menu has Edit, which opens the subscription, and Cancel. To cancel several subscriptions at once, select their rows and use the table header’s menu. Row actions and row selection need Full access.
A banner above the stats bar offers a new version of the table. Click Try it to use it, or Switch back to return. In the new table, the date menu above the stats bar is gone, and Frequency, Order Amount and Last Order After are in its Filters menu.

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Create a subscription

A subscription holds one product. The product picker lists only products that have a subscription plan.
1

Start a new subscription

Click New Subscription.
2

Choose the customer

Search for the customer, or choose Create a new customer. The customer’s Shipping Address, Payment Method, Credit and Notes cards appear on the right. The customer needs a shipping address before you can add a product, so the right prices show. Click Edit on the Shipping Address, Payment Method or Notes card to change it. To credit a rep, search for them in Credit.
3

Add the product

In the Product card, click the search field and pick a product in Select Product. If you pick a bundle, choose its items. In the product table, set the Quantity, and choose a Plan. The product’s default plan is selected for you. The table also shows CV, QV and Price, and you can change the line’s CV and QV.
4

Set the start date and time zone

In the Subscription Plan card, pick a Start Date. It’s the first bill date. It can be today or later, up to 12 months ahead, or 2 years ahead for a yearly plan. Check the Time Zone. It starts as your browser’s time zone, and the card shows roughly when the subscription will bill.
5

Check the order summary

In Order Summary, choose a shipping method with Add Shipping or Delivery (Change once one is set), and use Add discount to apply a discount code. The summary shows the subtotal, shipping, tax, discount, total and the CV and QV volume.
6

Start the subscription

Click Start Subscription. The new subscription opens. Send Invoice emails an invoice for this subscription.
A $0 subscription doesn’t need a payment method. You can also start a subscription from a customer’s page; Cancel then takes you back to that customer.

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The subscription page

The page shows the subscription’s status, its Subscription ID and, if the last payment failed, a Payment Failed badge.
  • Subscription Details: the product and variant, Unit Price, Plan, Bill Day, Quantity and Amount. Tax and shipping are calculated when the subscription processes.
  • The subscription’s orders, with Order #, Quantity, Order Date and Amount.
  • Volume: the subscription’s CV and QV.
  • A timeline of notes and activity for the subscription and its orders.
  • On the right: Customer, Shipping Address, Payment Method, Credit (the rep who gets credit) and Notes.
  • Discounts: the discount codes attached to the subscription, when each expires, and any discounts included in the price. View history shows removed discounts. To remove a discount, click its X and confirm Remove discount. This can’t be undone.
The actions at the top don’t appear on a completed subscription.

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Edit a subscription

1

Make your changes

On Subscription Details, click Edit. Use Update Variant to change the variant, and change the Quantity. Click Done. To change the shipping address, payment method or notes, click Edit on that card on the right. To change the rep who gets credit, search in the Credit card.
2

Save

Click Save at the top of the page. To discard your changes, click Revert Changes.
To change the next bill date, click Edit on Subscription Details, then click the date under Bill Day. In Bill Date, pick a date and a processing time, then click Confirm. The new date saves right away. Save or revert your other changes first; Confirm stays grayed out while you have unsaved changes.

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Pause or resume a subscription

1

Click Pause Subscription

At the top of the page, click Pause Subscription.
2

Choose how long

Choose Pause indefinitely, Pause for a number of upcoming orders (then choose how many), or Pause until a specific date (then pick a date after today). For the last two options, the panel shows when the customer will next be charged.
3

Confirm

Click Pause subscription.
To restart a paused subscription, click Resume Subscription, pick the date to resume on, and click Resume subscription.

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Skip the next order

Open the actions menu (⋮) at the top and choose Skip Next Order, then Confirm. The dialog shows the date of the order after it. To reverse the skip, choose Undo Skip. It’s available until the date of the skipped order passes. Skip Next Order appears only when the subscription’s plan allows skips and the skip limit isn’t used up.

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Cancel a subscription

1

Choose Cancel Subscription

Open the actions menu (⋮) at the top and choose Cancel Subscription.
2

Confirm

In the Cancel Subscription? dialog, click Cancel Subscription.

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Reactivate a cancelled subscription

1

Click Reactivate Subscription

On a cancelled subscription, click Reactivate Subscription.
2

Choose when it restarts

Choose Next Plan Billing Date, Activate Immediately (charges the payment method now) or Schedule Future Start (then pick the year, month and day). Choose the Shipping address. Summary of Changes explains what will happen.
3

Confirm

Click Reactivate.

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Frequently asked questions

Active subscriptions bill on their schedule. Paused subscriptions don’t bill until they resume, either on a date or when you resume them. Past Due subscriptions have a failed payment. Cancelled subscriptions have stopped; you can reactivate them. Use the tabs at the top of the list to see each group.
A past-due subscription shows a Past due banner that says whether another payment attempt is scheduled. Click Retry to charge the payment method now. To use a different card, click Edit on the Payment Method card, select a card or click Add new payment method, click Confirm, then click Save.If a subscription shows a Payment Failed notice instead, click Update Payment and update the payment method the same way.
Click Edit on the Notes card, write the note in the Add Notes panel, click Done, then click Save at the top of the page.
Click Export. Choose the Countries, Status, Timezone, Start Date and End Date, then click Export. By default the export covers active subscriptions in every country over the last 30 days. The CSV file downloads, or a message says the export has started.
Your role can view subscriptions but doesn’t have Full access for Subscriptions. Ask an admin who manages roles to update your role. See Roles.