Pausing a Subscription
How to pause a subscription for a customer from the Awtomatic app admin view
In the same “Active” badge that you’ll find on a subscription details page, you can drop it down to find the “Pause subscription” option. Customers may want to do this instead of cancelling if they’re going on a trip, or have too much of your product built up, or perhaps are trying to save money for a period of time. It’s something that you can suggest as an alternative to cancelling if they’re open to it.
How long the pause lasts, which reasons you collect, and how soon someone can pause again are set in Pause options and Pause limits. Open Settings, then Customer portal, then Cancel mitigation. If you don't see Pause options and Pause limits there, your store is still on the earlier pause experience below.
When Pause options and Pause limits are on
Customers and staff use the reasons, lengths, indefinite pause setting, and cooldown you configured.
- Pause options covers pause reasons, which reasons customers see, and pause offered during cancel mitigation.
- Pause limits covers indefinite pause, timed pauses that reactivate on their own, and the cooldown.
A timed pause sets the subscription to Paused until the reactivation date. From the admin, Pause subscription ends on Reactivate on, where you can set that date. Reactivating chooses the date the subscription becomes active again.
To keep the subscription active and only move the next shipment, edit the next order date or skip the order instead.
Earlier pause experience
When Pause options and Pause limits are not on your store, pause works like this.
When a customer pauses a subscription themselves in the customer portal, they'll be given a few options, including pausing for a specified amount of time, or even until a custom selected date. The last option is to pause indefinitely.
From the admin side, pausing sets the subscription to paused with no end date. If you'd like to delay their next shipment, you can edit their next order date instead.
A paused subscription can be reactivated in the same location at any time by pressing the "Reactivate now" button.
Updated 10 days ago