How Customers manage their Subscriptions

Customers who buy subscription products can view and manage their subscriptions from their Customer Account. After logging in, they click My account, and then Subscriptions.

Click on the 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

Via the order email: Customers can also click the Manage Subscription link in the order email. This opens a new tab or window where customers can log into their account.

Reminder: The credit card entered at checkout will be saved to their Customer Account, and future renewal orders will be placed automatically.

Subscription RENEWAL:

Monthly Subscriptions renew at the same time on the same day each month. If a monthly subscription starts on the 29th, 30th, or 31st, the renewal date will change when the renewal month doesn't have a corresponding date. For example, a monthly subscription started on August 31 will renew on September 30, and it will continue to renew on the 30th of each month until February. In February, it will renew on the 28th, and will continue to renew on the 28th indefinitely.

When a subscription renews, you’ll receive an automated email detailing the subscription

To CANCEL the Subscription, click Cancel Subscription in the customer account. We’ll receive an email notification when a customer cancels their subscription.

To UPDATE or CHANGE payment information or the billing address….click Payment Method, and then Add New Payment Method, or select the address element. Note: To change the subscription shipping address, customers must cancel the subscription and re-subscribe using different shipping details.

Change the Billing Date: The date can move to a later date, but not a date prior to the current subscription renewal date.

What happens if the Payment FAILS?

When a customer’s payment fails, you will get an email notification; which includes a link to update the billing information.

The charge is attempted again after five days, and then for a final time five days after that. If the payment fails for a third time, the order and subscription are cancelled, and the customer will receive a cancellation email.

Customers can update their payment information in the Subscription panel in their Customer Account at anytime.