Pausing Subscriptions

Before you start

• Two separate settings: Pausing from the Skio Dashboard and pausing from the Customer Portal are turned on separately. Enabling one doesn't enable the other.

• No orders while paused: A paused subscription won't bill or create orders until it's unpaused.

What does pausing a subscription do?

Pausing puts a subscription on hold without cancelling it. Giving subscribers a way to take a break instead of cancelling helps you reduce churn and keep recurring revenue on the books.

• Indefinite pause: The subscription stays paused until you or the subscriber unpauses it.

• Temporary pause: The subscription pauses for a set length of time, then resumes. Intervals can be relative to the subscription's billing cycle or a fixed duration (for example, 1, 2, or 3 weeks), with up to three options for subscribers to choose from.

Learn more about pausing options for customers here.

How do I let subscribers pause from the Customer Portal?

Turn on the Pause action in your Customer Portal settings and choose how long subscribers can pause for.

Step 1: Navigate to Customer Portal settings

In the left-hand menu of your Skio Dashboard, go to Storefront > Customer Portal, then select the Experience tab.

Step 2: Turn on Pause

1. Find the Pause action and turn on the toggle.

2. Under Length of pause, select Indefinite or a temporary interval.

3. Optional: Drag Pause to change where it appears in the Customer Portal. Actions placed below Drag below to add to "More" menu show in the subscriber's More menu. [VERIFY: confirm actions above the line show as standalone buttons]

How do I pause subscriptions from the Skio Dashboard?

Turn on Enable pause in dashboard to add a Pause button to every subscription in your Skio Dashboard.

Step 1: Turn on pause in dashboard

1. In the left-hand menu of your Skio Dashboard, go to Storefront > Customer Portal, then select the Experience tab.

2. Expand Pause in dashboard and turn on Enable pause in dashboard.

Step 2: Pause a subscription

1. Go to Subscribers > Subscriptions and find the subscription.

2. Click Pause in the top right of the subscription, next to Cancel and Skip.

To find paused subscriptions later, select the Paused tab on the Subscriptions page.

What do subscribers see when they pause?

Subscribers pause from their Customer Portal and confirm in a pop-up before the pause takes effect.

1. The subscriber opens their subscription, clicks More, and selects Pause.

2. A Pause subscription window shows the subscription's products, frequency, next order date, and price. The subscriber clicks Confirm to pause.

After pausing:

• Temporary pause: The subscriber sees the date their subscription resumes in the Customer Portal.

• Indefinite pause: The subscription stays paused until the subscriber unpauses it.

• Unpausing: When unpausing, the subscriber can order now or choose a future order date.

FAQ