Product swaps in Skio replace one variant on a subscription with another. When a swap doesn't go through as expected, it's usually due to one of a few common causes: the new product isn't set up correctly, the subscription type has specific requirements that weren't met, or the swap was triggered in a context where it isn't supported.
This article walks through the most common issues and how to resolve them.
The swap isn't showing up as an option in the Cancel Flow
If you've set up a product swap as a Cancel Flow treatment and it isn't appearing when a subscriber tries to cancel, check the following:
Are both products are configured: When setting up a product swap treatment in Cancel Flows, you need to select both the product the subscriber is currently on ("old" variant) and the product you want to offer them instead ("new" variant). If either is missing, the rule is invalid and the swap option won't appear for any subscriber.
Swap option visibility depends on the current subscription: The swap option only appears if the subscriber’s current subscription includes the product they’re swapping from. If the product isn’t part of their subscription, the swap option is automatically hidden.
Swap eligibility depends on product type: Even if the correct product is on the subscription, certain types aren’t eligible for swaps. Free add-ons, Surprise & Delight gift lines, and temporary lines from a previous Cancel Flow session won’t trigger the swap option.
A swap went through but the price is wrong
If a swap completed through the Cancel Flow but the subscriber ended up on an unexpected price, the most likely cause is the pricing option configured on your Cancel Flow treatment rule.
There are three options:
Keep the old price with the same discounts: The subscriber keeps their current price for the new product
Use the new variant price with the same discounts: The subscriber pays the standard selling plan price for the new product
Custom pricing: You set a specific price for the swap
Check which option is selected on the treatment rule in your Skio Dashboard and confirm it matches what you intended. If you're using a custom price, make sure it's entered in your store's currency, Skio converts it automatically if the subscriber's currency differs.
If you're using “new variant price” and the price looks off, it may be because the new product has tiered pricing based on how many billing cycles a subscriber has completed. The price shown to the subscriber reflects which tier they're in.
A prepaid subscription swap isn't going through
Swaps on Prepaid subscriptions have stricter requirements than standard subscriptions. All three of the following must be true for the swap to succeed:
The new product has a selling plan with the same billing interval and frequency as the subscriber's current plan (e.g., both must be every 3 months)
The new product has a selling plan with the same delivery interval and frequency as the subscriber's current plan
The price of the matched selling plan on the new product is identical to what the subscriber is currently paying
If any of these don't match, the swap will be rejected. The most common fix is to make sure the new product has a selling plan configured with the exact same billing and delivery settings as the original.
For Cancel Flow swaps on prepaid subscriptions, only the Keep the old price with the same discounts option is supported. Custom price and new product price options aren't available for prepaid subscriptions.
A swap isn't working on a Build-a-Box subscription
Product swaps via the Cancel Flow aren't supported for Build-a-Box subscription lines. If a subscriber's Cancel Flow swap involves a Build-a-Box product, it will be filtered out as ineligible and won't appear as an available choice for the subscriber.
Outside the Cancel Flow, swaps may still be possible depending on your setup. Dynamic Build-a-Box subscriptions can support item-level swaps through the Customer Portal, and admin-initiated changes can be handled via Bulk operations.
If you're unsure which Build-a-Box setup you're using or which swap path applies, contact Skio support for guidance.
The swap completed but the subscription looks wrong afterward
In some cases, swapping to a product that's already on the subscription can produce unexpected results. When the new variant already exists as a line on the same subscription, Skio merges the two lines: the old line is removed and the existing line's quantity increases.
For example, if a subscriber has 2 units of Product A and 1 unit of Product B, and you swap Product A to Product B, the result will be 3 units of Product B, not two separate lines.
This is expected behavior. If the outcome isn't what you intended, contact Skio support with the subscription ID and we can help untangle it.
A discount disappeared after a swap
After a swap completes, Skio automatically checks whether any discount codes on the subscription are still valid for the new product. If a discount code isn't eligible for the new product, it's removed.
This is by design. Discount codes are product-specific, and Skio removes ones that no longer apply rather than leaving invalid discounts on the subscription. If the subscriber should still have a discount, you can re-apply an eligible code from the subscription detail view in your Skio Dashboard.
Still not working?
If you've gone through the steps above and the swap still isn't behaving as expected, reach out to help@skio.com. To help us investigate quickly, include:
The subscription ID
The product variant you were swapping from and to
Where the swap was triggered (Cancel Flow, Skio Dashboard, Bulk Operation)
What you expected to happen vs. what actually happened