Onboarding for CX Teams

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Getting Started with Skio Admin

Accessing the Admin Page

• After clicking the Skio app in Shopify, you’ll land on the Analytics page. View store analytics in Skio Analytics.

Navigating the Admin Panel

• Analytics: View subscription data.
• Subscription Management: Manage customer subscriptions.
• Features: Skio SMS, Cancel Flow, Upsells, Build-a-box, and more.
• Tools: Email notifications, Products, Bulk Operations, and more.
• Cancel Flow: Customize cancellation reasons.
• Theme Setup & Billing: Post-migration settings.
• Customer Portal: Modify portal messaging, buttons, and translations.
• Account: Manage billing window, shipping, invoicing, and API.
• Help Center: Access help or contact CX via the bottom-right corner.

Skio Subscription Management

Searching for a Customer

• Use the search bar to find customers by email, name, or phone number.

Viewing and Editing Subscriptions

• View subscription details and customer info.
• Modify subscriber information (name, address, etc.).
• Access the customer’s Shopify profile directly.
• Manage order timing with actions like "Get Now" or "Skip."
• Edit subscription details, swap products, apply discounts, or override prices.

Orders Completed

• View and adjust the orders (cycles) completed on the subscription. Useful when working with Surprise & Delight or Automations.

Audit Logs

• Track actions by subscribers or automated processes.

Managing Multiple Subscriptions

• Multiple subscriptions for the same customer appear separately but stack on the same page if searched for.

Exporting Subscriptions

• Click "Export Subscribers," enter your email, and choose export type and format.
• Decide whether to include inactive subscriptions (adds time and size to the export).
• Access the export via email or in "Job History."

Editing a Subscription

Update Subscription Details

• Adjust the next charge date, skip the next order, or process an order immediately.

Manage Products

• Swap, add, or remove subscription products as needed.

Apply Discounts

• Set manual discounts for future orders (e.g., 25% off the next order or multiple orders).

Price Override

• Set a custom price for a customer if needed.

Updating Credit Card Information in Skio

Accessing Customer Information

• Go to "Manage" in the top-right corner of the customer card.

Edit Info

• Modify the customer’s name, email, or phone number.

Edit Shipping Address

• Modify the recipient’s name, address, or phone number.

Update Payment Method

• Click "Update Payment Method" to send the subscriber a Shopify email to update their credit card.
• Click "Edit Payment Method" to send the subscriber a Shopify email with a link to update their credit card.
• Click "Add Credit Card" to manually enter credit card details on behalf of the customer.
• Credit cards are managed by Shopify Payments and Shop Pay, not stored in Skio.
• Subscribers can update payment information through their customer portal.

Processing Refunds 

Refunds in Shopify

• All refund actions are handled directly in Shopify.

Accessing Customer Account

• Use the "View in Shopify" button in Skio to go directly to the customer’s account.

Processing the Refund

• Select the order in Shopify, click "Refund," choose a reason (optional), and send a notification if needed.

Shopify Payments

• Since Skio uses Shopify Payments, refunds are processed within Shopify without using another payment processor.

Logging In as a Subscriber in Skio

Login Process

• Subscribers click the login page on your website and enter their email.

Passwordless Login

• A 4-digit code is sent to their phone number and email. If no phone number is available, the code goes to their email.

Persistent Login

• Once logged in, subscribers stay logged in and won’t need to re-enter the code unless they manually log out.

Magic Login Link

• Admins can log in as a customer using the Magic Login link from the merchant dashboard.
• Copy and paste in an incognito window for best results.