Manage a customer’s product subscription

false

Manage a customer’s product subscription

Last updated September 30, 2026 14:56

Cancel, update, or delay subscription renewals for a customer.

By default, subscription products renew indefinitely. You may want to cancel a subscription, cancel a single order, or delay a subscription renewal.

Also try:

How do customers manage their subscriptions?

Customers who buy subscription products can view and manage their subscriptions from their customer account, or they can click the Manage subscription link in their order email. After logging in, they click My account, and then Subscriptions.

Customer subscription details include:

  • Next order: The date of their next subscription renewal.
  • Price: The subtotal of the next order, before any discounts that may apply.
  • Frequency: How often their subscription is set to renew.
  • Payments: Their progress toward completing a set number of subscription renewals.

All subscriptions are listed in the Subscriptions section. Customers can click a subscription to view its details, including:

  • The next order date
  • Product price (excluding shipping and taxes)
  • Subscription frequency
  • Order history
  • Saved billing and shipping information

If the subscription has a limited number of renewals, the panel also displays the number of renewals left in the subscription.

Customer wants to update their payment method for their subscription

Customers can update their payment method or billing information from their customer account by clicking Payment method, and then Add new payment method.

Note: To change the subscription shipping address, customers must cancel the subscription and resubscribe using different shipping details.

Cancel a subscription for a customer

The way to cancel a customer's subscription depends on if it has renewed yet.

Cancel a subscription before the first renewal

To cancel a customer's subscription before the first renewal:

  1. Open the Lists & Segments panel.
  2. Click First time Customers.
  3. Click the customer whose subscription you want to cancel.
  4. In the customer details, click the Recurring tab.
  5. Click Cancel subscription.

Cancel a subscription after the first renewal

To cancel a customer's subscription after the first renewal:

  1. Open the Lists & Segments panel.
  2. Click Repeat Customers.
  3. Click the customer whose subscription you want to cancel.
  4. In the customer details, click the Recurring tab.
  5. Click Cancel subscription.

Customer wants to delay a subscription renewal

You may want to delay a subscription renewal if you need more time to replenish your inventory or reschedule a class, or if a customer asks to delay their next renewal. Customers can’t delay their subscription renewal from their customer account. You need to do it for them.

Delaying a customer's subscription renewal affects all future renewals indefinitely. For example, if a subscription is set to renew on the first day of the month at 1:00 PM and you delay it until the second, all future renewals will occur on the second day of the month at 1:00 PM.

Customers won't receive an automatic email about their delayed subscription, so you may want to contact them directly to inform them of the change.

To delay a subscription renewal:

  1. Click the subscription you want to delay.
  2. Click Reschedule order date.
  3. Select the new renewal date. You can't revert this change or switch to an earlier date.
  4. Click Save.
  5. Click Continue.

Customer wants to cancel their subscription

If a customer asks to cancel future renewals, they can cancel their subscription from their customer account, or you can do it for them. To cancel the subscription, they click Cancel Subscription. You'll receive an email notification when a customer cancels their subscription. Canceling a subscription doesn't automatically cancel the most recent order. Customers must contact you separately to request a refund.

When you cancel a subscription, the customer automatically receives an email notification. Note that canceling a subscription does not automatically cancel or refund the most recent order; you must handle order cancellations and refunds separately.

To cancel a subscription for a customer:

  1. Click the subscription you want to cancel
  2. Click Cancel subscription.
  3. Click Confirm.

Discontinue a subscription product

To stop offering a subscription product altogether, discontinue the subscription product.

Cancel a customer’s individual subscription order

Canceling an order is the best option to refund a single order but continue the subscription for future renewals.

Tip: Add details about your subscription refund and cancellation terms to your store’s return policy.

Was this article helpful?

Yes No

0 out of 0 found this helpful

Yes No

Manage a customer’s product subscription