Before you start
Swap Recommendations is only available in Customer Portal V3 and Cancel Flow.
Rules apply automatically to both the regular swap modal and the swap step in your Cancel Flow. No separate Cancel Flow configuration is needed.
Out-of-stock products are filtered out automatically before the swap modal renders, regardless of your rule configuration.
What are Swap Recommendations?
Swap Recommendations are merchant-configured rules that define which products appear first in the swap modal when a subscriber initiates a product swap. Each rule specifies a source (the product being swapped away from) and a curated list of alternatives to show in a set order.
When a subscriber opens the swap modal, Skio checks whether a rule applies to the product they're swapping. If one does, the curated alternatives appear first in a dedicated Recommended tab, followed by the rest of your catalog depending on your fallback setting. If no rule applies, the swap modal behaves as it always has.
The swap modal appears in two places:
When a customer goes to swap a subscription from their Customer Portal
When a customer goes to cancel a subscription and is taken to a Cancel Flow with a treatment action to swap product
Products the subscriber already has on their subscription won't appear as swap options, regardless of your rule configuration.
How to set up Swap Recommendations
Step 1: Navigate to Swap Recommendations
In the left-hand menu of your Skio Dashboard, go to Products > Products. On the Products page, click the Swap recommendations tab.
Step 2: Create a new rule
Click + Create new rule in the top right. A new rule card will appear at the bottom of the list.
Step 3: Configure the source type
The source defines which product or group of products the rule applies to. Open the Source type dropdown and choose one of the following:
Source type options for a swap rule.
Specific product: The rule applies when a subscriber is swapping away from one particular product. After selecting this, use the Select product field to search for and add the product.
Specific collection: The rule applies when a subscriber is swapping away from any product in a given collection. After selecting this, use the Select collection field to choose the collection.
All products: A global fallback rule that applies to any product that doesn't match a more specific rule. You can only have one global rule.
When multiple rules could apply to the same product (for example, a product-specific rule and a collection-level rule), the most specific rule wins. Product-level rules take priority over collection-level rules, which take priority over the global fallback.
Step 4: Add recommended products
Under Show these alternatives first, click + Add product or + Add collection to build your curated list.
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A configured rule showing curated alternatives and fallback options.
Clicking + Add product opens a product picker where you can search by title, handle, ID, or SKU, and filter by collection.
After adding products, drag the handle on the left side of each row to reorder them. Products higher in the list appear first in the swap modal.
Individual products always appear before collection-sourced products in the swap modal, regardless of the order you set in the rule.
Step 5: Choose a fallback
Under Fallback: When the curated list ends, choose what happens after your curated alternatives have been displayed:
Fill with Shopify recommendations: Automatically appends smart product suggestions after your curated list, deduplicated against what's already shown. Uses the same recommendation engine as Smart Upsell.
Strictly curated: Stops after your curated list. No additional products will appear in the Recommended tab.
If you choose Strictly curated and all products in your curated list are out of stock or ineligible, the subscriber will see an empty state in the Recommended tab.
Step 6: Save and enable the rule
Click Save to save the rule. Use the toggle in the top right of the rule card to enable or disable it. Disabled rules are saved but not applied in the Customer Portal.
After saving your rules, click Sync with Shopify in the top right. Changes take a minute or two to go live.
Managing your rules
All rules are listed in priority order on the Swap recommendations tab. You can adjust priority, duplicate, or delete rules from this view.
Reordering swap recommendation rules
Use the up and down arrows on each rule card to change its priority. Priority matters when a product or collection could match more than one rule — the highest-priority matching rule applies.
Duplicating or deleting a swap recommendation rule
Click the three-dot menu on any rule card to access Duplicate or Delete.
Use the overflow menu to duplicate or delete a rule.
How Swap Recommendations appear in the Customer Portal
When a subscriber opens the swap modal and a recommendation rule applies, the curated products appear first in a dedicated Recommendations tab. The standard collection tabs are still available, and any recommended products from a collection are surfaced at the top when a subscriber navigates to that tab.
An example of a swap modal when swapping from the Product summary.
In the Cancel Flow, the swap step uses the same recommendation rules automatically. No extra configuration is needed for Cancel Flow swaps.
An example of the swap modal from a Cancel Flow treatment option.
Best practice: For Cancel Flow effectiveness, configure rules for your highest-churn products first. A well-curated swap alternative at the moment of cancellation is one of the most effective retention tools in Skio.
FAQ
Can I have more than one global "All products" rule?
No. Only one global rule is allowed. If you need different recommendations for different products or collections, create product-level or collection-level rules for those, and let the global rule handle the rest as a fallback.
What happens if a recommended product goes out of stock?
Out-of-stock products are filtered out before the swap modal renders. The remaining curated products still appear in the configured order. If all curated products are unavailable and your fallback is set to Fill with Shopify recommendations, the automatic suggestions fill the list instead.
What happens if I delete a product that's used as a source in a rule?
The rule becomes orphaned and is ignored in the Customer Portal. The Skio Dashboard will flag the rule so you can update or delete it.
Do Swap Recommendations affect the Cancel Flow swap step?
Yes. The same rules apply automatically in the cancel flow's swap step. You don't need to configure anything separately.
Can I disable a rule without deleting it?
Yes. Use the toggle on the rule card to disable a rule. It stays saved and can be re-enabled at any time.
Do recommendation rules apply to prepaid subscriptions?
Standard product eligibility filtering applies first — only products eligible for the subscriber's subscription appear in the swap modal. Recommendation ordering is then applied to that filtered list.
Is there a limit to how many products I can add to a curated list?
Yes. Each curated list supports a maximum of 15 products.
What does the Swap rules toggle do in a Cancel Flow treatment?
The Swap rules toggle controls which products customers can swap to when they're offered a Swap product treatment in your Cancel Flow. When the toggle is off, the treatment follows your swap recommendations — customers can swap to any available product. When you turn it on, you'll need to define specific rules for each swap: select the product being swapped from, the product being swapped to, and the price to apply.