Viewing and managing customers' subscriptions in your Shopify admin
You can use the subscription status filter to sort your customers to find active, paused, canceled, and expired subscriptions. You can also use the subscription status filter to search for and update a customer's saved payment information if their payment method is expired or if they want to add a new one. For example, if a customer needs to update their payment information to continue their subscription, then you can filter your customers by Failed payment, and then send reminder notifications with a link to update their payment method.
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Filtering the customer list
You can sort your customer list by subscription status using customer segments to find active, paused, canceled, and expired subscriptions. You can also use the subscription status filter to search for and update a customer's saved payment information if their payment method is expired or if they want to add a new one. For example, filtering your customers to display only those who have an active subscription would use the product_subscription_status = 'SUBSCRIBED'
filter.
You can filter subscription statuses using any of the following options:
- Active product subscription
- Paused product subscription
- Canceled product subscription
- Expired product subscription
- Never subscribed
- Failed payment
Steps:
From your Shopify admin, go to Customers.
Click Filters, and then click Product subscription status.
Click the customer segment editor, add
Is equal to
.Select the subscription status that you want to filter your customers with.
Click Apply.
-
Optional: You can do any of the following:
- If you want to save your filter as a customer segment, then click Save segment.
- If you want to clear your filter selection, then click Discard.
View your customers' subscriptions
When a customer purchases a subscription product, their subscription information is displayed in their customer profile. You can view the products that a customer has subscribed to and when their next order is scheduled for in the Active product subscriptions section.
Steps:
From your Shopify admin, go to Customers.
Click the customer you want to view subscription information for.
-
In the Active product subscriptions section, click the information that you want to view:
- To go to the subscription order that the customer placed, click View order.
- To go to the subscription information in your subscription app, click View subscription.
Managing your customers' payment methods
If you sell subscription products and need a customer to update their payment information because of a failed payment, then you can update the customer's profile in your Shopify admin.
From your Shopify admin, go to Customers.
Click the customer that you want to view payment information for.
In the Payment methods section, click the pencil icon.
-
Optional: If you want your customer to update their payment information themselves, then do the following:
- For the relevant saved card, click … > Send link to update card.
- In the dialog, check the details and then click Send email.
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Optional: If you want to update your customer's payment method manually, then do the following:
- For the relevant saved card, click … > Replace card.
- In the dialog, complete the relevant details and then click Confirm.
Customers might be asked to confirm their payment method for additional security. Your customer's bank can challenge recurring billing attempts, which means your customer needs to manually confirm their purchase and payment method.
If a customer needs to confirm their payment method for an order, then Shopify sends your customer an email which includes:
- The subject line "Confirm payment for your subscription".
- A link to your store to confirm the payment information.
- The order summary for the subscription purchase.
The email includes your logo and accent color, but can't be customized further.