> For the complete documentation index, see [llms.txt](https://subscriptionsuite.gitbook.io/helpdoc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://subscriptionsuite.gitbook.io/helpdoc/getting-started/frequently-asked-questions.md). # Frequently Asked Questions Here are some of the most common questions about SubscriptionSuite. ### Getting Started #### 1. What is SubscriptionSuite? SubscriptionSuite is a Shopify subscription app that helps you create, manage and grow recurring revenue. You can create Subscribe & Save plans, prepaid subscriptions, free trials, subscription boxes, memberships and more. SubscriptionSuite also includes tools for loyalty, customer self service, payment recovery, inventory protection, retention, analytics and migration. #### 2. How do I start selling subscriptions? Install SubscriptionSuite and complete the onboarding setup. The setup will help you: 1. Activate the SubscriptionSuite App Embed 2. Create your first subscription plan 3. Activate the Customer Portal You can also manage these individually from the SubscriptionSuite dashboard. #### 3. Do I need to enable the SubscriptionSuite App Embed? Yes. The App Embed needs to be enabled for SubscriptionSuite storefront features to work correctly. You can activate it directly from the SubscriptionSuite dashboard or through your Shopify Theme Editor. #### 4. Can I add the subscription widget to my product pages? Yes. SubscriptionSuite adds subscription purchase options to eligible Shopify products. You can customize the widget from: **SubscriptionSuite → Settings → Product Page Widget** *** ## Subscription Plans #### 5. What is a subscription plan? A subscription plan defines how customers subscribe to a product, how often they are billed or receive it, and what pricing or benefits apply. For example: • Every week\ • Every month\ • Every 3 months Plans can also include discounts, free trials, loyalty rewards and other subscription settings. #### 6. Can I offer Subscribe & Save subscriptions? Yes. Subscribe & Save lets customers receive products on a recurring schedule and can include a subscription discount. #### 7. Can I offer a free trial? Yes. Free trials can be enabled inside your subscription plan. The customer starts the subscription and their first paid charge happens after the trial period ends. #### 8. Can I offer prepaid subscriptions? Yes. With prepaid subscriptions, customers pay upfront for multiple future deliveries instead of being charged for every delivery separately. #### 9. Can I offer multiple delivery frequencies? Yes. You can offer multiple frequencies within the same plan, such as: • Every week\ • Every 2 weeks\ • Every month\ • Every 3 months Each frequency can also have its own discount. #### 10. Can I change the subscription price after a certain number of orders? Yes. You can configure a plan so that the price changes after the customer completes a selected number of orders. For example, you could offer a discounted introductory price for the first 3 orders and then return the subscription to its regular price. *** ## Build a Box #### 11. What is Build a Box? Build a Box lets customers create their own subscription box from products you choose. You control which products are available, how many items customers can select, pricing, discounts and delivery frequencies. #### 12. Can I set minimum and maximum box sizes? Yes. You can set: • Minimum number of items\ • Maximum number of items\ • Preselected products For example, you could require customers to choose between 3 and 6 products. #### 13. Can I customize the Build a Box storefront? Yes. The Build a Box storefront customizer lets you change layouts, colors, wording, product cards and Custom CSS. You can also preview the experience on desktop, tablet and mobile. #### 14. How do customers access my Build a Box? Each box gets its own storefront link. You can add that link to your store menu, landing pages, buttons, marketing campaigns or anywhere else you want customers to start building their box. *** ## Memberships #### 15. Do I need a Shopify product before creating a Membership? Yes. First create a Shopify product that will act as your **Membership Product**. Then go to: **SubscriptionSuite → Membership** and select that Shopify product when creating your membership. #### 16. Can Memberships use recurring or prepaid billing? Yes. You can offer: • **Subscribe & Save:** Customers are billed on a recurring schedule until they cancel\ • **Prepaid:** Customers pay upfront for the membership term #### 17. What benefits can I give members? Membership benefits can include: • Percentage discounts\ • Fixed amount discounts\ • Free shipping\ • Free gifts #### 18. Can customers manage their Membership from their Shopify account? Yes. Once the Membership Portal is enabled, customers can view details such as their membership name, status, price, benefits and renewal date from their Shopify Customer Account. *** ## Loyalty #### 19. What is the difference between Spend Based and Delivery Based Loyalty? **Spend Based Loyalty** rewards customers based on the amount they spend and is managed globally from the Loyalty page. **Delivery Based Loyalty** rewards subscribers based on completed subscription orders and is configured separately inside each Selling Plan. #### 20. Where do I configure Delivery Based Loyalty? Go to: **SubscriptionSuite → Plans** Open the Selling Plan you want to reward and configure its **Loyalty Bonus**. The Loyalty page lets you view your Delivery Based Loyalty plans, but the rewards are managed inside each plan. #### 21. What happens when Spend Based Loyalty expires? When the configured expiry period is reached, the customer's loyalty progress starts counting again from **$0**. Their historical total spend may still be visible, but expired spend no longer counts toward their next loyalty milestone. #### 22. Are Loyalty rewards applied automatically? Yes. When a customer reaches an eligible loyalty milestone, SubscriptionSuite applies the configured reward automatically. *** ## Customer Portal #### 23. What can customers do from the Customer Portal? You decide which self service actions customers can use. Available actions include: • Pause and resume\ • Skip a delivery\ • Delay the next delivery\ • Change delivery frequency\ • Swap products\ • Add a one time item to the next order\ • Update shipping address\ • Cancel a subscription Some options can be turned on or off individually. #### 24. Can I choose which Customer Portal actions are available? Yes. Go to: **SubscriptionSuite → Growth Tools → Customer Portal** You can enable or disable each supported customer action. Turning an action off hides it from the customer and prevents them from using it. #### 25. Where do customers access their subscriptions? Customers can access their subscriptions from their Shopify Customer Account once the SubscriptionSuite Customer Portal block has been enabled. *** ## Growth Tools #### 26. What are Growth Tools? Growth Tools are additional features designed to help you grow subscription revenue, improve retention and automate subscription operations. They include tools such as: • Upsell Offers\ • Cancellation Flow\ • Customer Portal\ • Order Limits\ • Customer Tags\ • Blocked Customers\ • Invoice Billing\ • Collection Page Widget\ • Automatic Price Updates\ • Checkout Links\ • Automated Product Swaps #### 27. Can I show an offer before a customer cancels? Yes. Cancellation Flow lets you ask customers why they are cancelling and show a retention offer based on the reason they select. Depending on your setup, you can suggest options such as pausing, switching products, changing frequency, skipping a delivery or receiving a discount. #### 28. Can I prevent certain customers from subscribing? Yes. Use: **Growth Tools → Blocked Customers** Add the Shopify customer tags you want to exclude. Customers with those tags will not be able to subscribe. #### 29. Can I automatically tag subscribers based on their activity? Yes. Customer Tags can automatically add Shopify tags or CRM properties based on events such as: • Subscription activated\ • Subscription paused\ • Subscription cancelled\ • Trial converted\ • Renewal milestone reached\ • Failed payments\ • Customer churn You can also create your own custom tagging rules. #### 30. Can I automatically change a subscriber from one product to another? Yes. Automated Product Swaps let you move subscribers from one product to another: • After a specific order\ • When the subscription starts\ • On a specific date For example, a customer could receive a **Starter Kit** for their first order and automatically move to a **Refill Pack** afterward. #### 31. Can I create a direct subscription checkout link? Yes. Checkout Links let you select the subscription plan, product, delivery frequency and quantity in advance. SubscriptionSuite then generates a public link and QR code that you can use in: • Ads\ • Emails\ • Social media\ • Store navigation\ • Buttons\ • Offline campaigns #### 32. Can subscription prices update when I change the Shopify product price? Yes. If Automatic Price Updates is enabled, eligible subscription prices can stay synced with the Shopify product price. Price decreases can apply automatically. Price increases can either wait for your approval or be applied automatically depending on your settings. *** ## Billing & Payments #### 33. What happens when a subscription payment fails? SubscriptionSuite follows the retry and dunning rules configured for your store. You can decide when another payment attempt should happen and what should happen if the payment continues to fail. #### 34. Can I customize the payment retry schedule? Yes. Go to: **SubscriptionSuite → Settings → Payment Retry & Dunning** You can configure the number of retry attempts, timing between retries and the final recovery action. #### 35. Where can I monitor failed payments? Go to: **SubscriptionSuite → Billing Failures** You can monitor: • Revenue at Risk\ • Recovered revenue\ • Recovery Rate\ • Total Failures You can also see whether a failed payment is **Pending Retry, Recovered or Lost**. #### 36. Can I bill customers without automatically charging their card? Yes. Invoice Billing lets you send customers a recurring invoice with a secure Shopify checkout link instead of automatically charging their saved card. You can create invoice plans for one customer or groups of customers. This can be especially useful for wholesale, retainers, payment plans and merchants who prefer invoice based recurring billing. *** ## Prepaid Plans & Store Credit #### 37. Can prepaid subscription returns be issued as store credit? Yes. SubscriptionSuite supports store credit for eligible prepaid subscription returns. Instead of returning the eligible value as a cash refund, it can be retained as store credit for the customer to use again in your store. Store Credit currently applies to **Prepaid Plans**. *** ## Inventory Protection #### 38. What is Renewal Inventory Risk? Renewal Inventory Risk checks upcoming subscription demand before renewals are processed and warns you when inventory may be running low. The default setup uses: • 3 day prediction window\ • 90% inventory threshold Both can be customized. #### 39. What happens if a subscription product is out of stock? You can configure an Out of Stock Fallback for the Selling Plan. Options include: • Substitute with a backup product\ • Skip the cycle\ • Cancel the subscription\ • Notify the customer and let them decide #### 40. Can I change the inventory prediction window? Yes. The default is 72 hours, but you can change how far in advance SubscriptionSuite checks upcoming subscription demand. *** ## Analytics & Activity #### 41. What can I see in SubscriptionSuite Analytics? SubscriptionSuite Analytics helps you monitor metrics such as: • MRR\ • Subscription revenue\ • Active subscriptions\ • New subscriptions\ • AOV\ • Churn and cancellations\ • Failed charges\ • Recovered revenue\ • Retention\ • Product performance\ • Plan performance #### 42. Can I export Analytics data? Yes. Use **Export CSV** where available to download your subscription data for reporting or further analysis. #### 43. What is the Activity Log? The Activity Log keeps a record of important subscription and customer activity. You can see: • What happened\ • Which customer or subscription was affected\ • Where the action came from\ • Whether it succeeded\ • When it happened This is useful for investigating subscription changes or customer questions. *** ## Integrations #### 44. Can I connect SubscriptionSuite with Klaviyo, Omnisend or Drip? Yes. SubscriptionSuite supports integrations with Klaviyo, Omnisend and Drip for subscription related customer communication and automation. #### 45. Can I use Shopify Flow with SubscriptionSuite? Yes. SubscriptionSuite supports Shopify Flow so you can create automations based on subscription activity. *** ## Migration #### 46. Can I migrate from another subscription app? Yes. Our team can help you migrate your existing subscriptions to SubscriptionSuite. Go to: **SubscriptionSuite → Migrate** Click **Tell us about your migration**, complete the short form, and our migration team will reach out within **24 hours**. #### 47. Do I have to migrate everything myself? No. Our team can help handle the complete migration process with you, including moving your existing subscription setup from your current subscription app. You can also book a migration call if you would prefer to speak with the team before getting started. *** ### Still Have Questions? If your question is not covered here, contact us through the **in app chat**. Our team is available to help with setup, subscriptions, migrations, customizations or anything else you need.