Before you start

Customers may start off subscribed to one prepaid subscription product and want to swap to another prepaid product. To accommodate this request, you must add a new prepaid subscription to the customer’s order and cancel the existing subscription. 

This article will walk you through steps for adding a new prepaid product to a customer's profile, cancelling and deleting prepaid subscriptions, and removing prepaid shipments. 

Completing the steps in the outlined order prevents the subscription from being marked as churned. When a customer has their subscription cancelled or deleted without another existing subscription, it will create a churn event and set the customer to inactive. By creating the product that replaces the current prepaid subscription first, there will not be a churn event when the previous prepaid is removed. 

Step 1 - Adding a new product

1. Click Customers and select Customers from the dropdown. Search and select the customer. 
2. Click Add Product and select the new product to add.
3. Click Next to proceed.
4. Confirm that the product and subscription details are correct. You can keep the original next order date set or set a custom date.
5. Click Add product to add the new product to the subscription.

Step 2 - Cancel the existing product

Depending on your desired outcome, you can either cancel or delete the original subscription product.

• Cancelling ensures that the customer does not receive any additional charges for the original product. The product is still visible through the merchant and customer portals, and the subscription can be reactivated, either by you or the customer, depending on your portal settings.
• Deleting the product completely removes the product from the merchant and customer portals. You cannot reactivate the subscription after deleting it.

To learn more, see Pause, cancel, or delete a subscription.

Cancel the subscription for the original product

1. Click Actions next to the original subscription product from the customer details page.
2. Click Cancel subscription.
3. A pop-up menu will display, asking for the cancellation reason. It’s recommended to add a message about swapping In the “Other” field for tracking purposes.
4. Click Cancel subscription.

The original product is visible in the merchant portal after cancelling the subscription but will no longer appear on any upcoming charges.

Optional - Delete the original subscription product

1. Click Actions next to the cancelled subscription product on the customer details page.
2. Click Delete.
3. A pop-up message will appear, confirming that you wish to cancel. Select Delete to confirm that you wish to delete the subscription product completely.

Optional - Remove the existing prepaid shipments

Customers who are subscribed to Prepaid Subscriptions may have already paid for multiple queued orders that are upcoming.  Queued orders in a prepaid subscription are not automatically cancelled when you cancel or delete the subscription, as the customer has already prepaid for those products.

You can cancel the remaining queued orders and issue the customer a refund for any products they will not receive.

Refer to the following steps to cancel upcoming shipment orders:

1. Click Customers and select Customers from the dropdown. Search and select the customer. 
2. Select the prepaid subscription from the Subscription details page.
3. In the Upcoming orders section, expand each queued $0.00 order and click Cancel.

     4. See Cancelling a prepaid subscription for more information.