Overview
The following scenarios will walk you through the Skio admin, editing subscriptions, refunding orders, and other aspects that customer experience teams can use in Skio.
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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 Journeys.
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.
Additional Resources
Below are links to some additional resources to better understand and configure features in Skio: