Subscription Management

Locate the Customer Subscription

1. Open Intercom.

2. Search for the customer using their:

   • Email address

   • Phone number

   • Order number

   • Subscription number

3. Open the customer's profile.

4. In the OmniCart section, locate Subscriptions.

5. Review the subscription details, including:

   • Subscription status

   • SKU/product

   • Subscription type

   • Current cadence/frequency

   • Next charge/delivery date

   • Subscription quantity/units

Important: Verify that you are working on the correct customer's subscription before making any changes.

1. Open the customer's Subscription in OmniCart.

2. Review the current subscription information.

3. Select the option to Cancel Subscription.

4. Review the cancellation details/reason, if prompted.

5. Confirm the cancellation.

6. Verify that the subscription status has changed to Cancelled/Inactive.

7. Add an internal note documenting the cancellation when required.

Use this option when a customer wants to change their next scheduled shipment/charge date.

1. Open the customer's active subscription.

2. Locate the Next Charge/Delivery Date.

3. Select the option to edit or change the subscription date.

4. Enter the new requested date.

5. Review the updated subscription schedule.

6. Save/confirm the change.

7. Verify that the Next Charge date reflects the requested date.

Note: Changing the subscription schedule affects future shipments associated with the subscription.

Use this when a customer wants to increase or decrease the quantity they receive with each subscription.

1. Open the customer's active subscription.

2. Locate the Units/Quantity field.

3. Select the option to edit the subscription.

4. Enter the requested quantity.

5. Review the updated subscription details and pricing, if applicable.

6. Save/confirm the change.

7. Verify that the subscription now reflects the correct number of units.

Example:
Current quantity: 1 unit
Customer request: 2 units
→ Update the subscription quantity to 2 and confirm the change.

After making any subscription change:

• Confirm the correct customer.

• Confirm the correct subscription/product.

• Verify the subscription status.

• Verify the updated date/frequency/quantity.

• Confirm the change was successfully saved.

• Document the action in the customer/order notes when required.

• Communicate the update to the customer.

⚠️ Important

Always verify the requested change before submitting it. Subscription changes can affect future shipments and charges, so make sure the updated information matches the customer's request.