This guide walks your Customer Experience (CX) Team through the most common subscription management tasks in the Skio Dashboard: editing subscriptions, handling payment updates, processing refunds, and helping subscribers log in.
Before you start: setting up your CX team's access
Before your support team starts managing subscriptions, make sure they have the right level of access in the Skio Dashboard. As a merchant or store admin, you control what each team member can see and do. To manage team access, go to Account menu > Users. From here you can invite team members and assign permissions.
Most CX agents need access to Subscribers (to view and edit subscriptions) but shouldn't have access to billing, API keys, or account-level settings. Review the Descriptions of User Permissions to see a full breakdown of access levels before adding your team.
Scoping CX access correctly protects sensitive store data while giving your support team the access they need to help subscribers in real time.
Navigating the Skio Dashboard
After opening the Skio app in Shopify, you'll land on the Home page. The left-hand menu is organized into the following sections:
Analytics: Subscription data, dunning performance, cohort analysis, Cancel Flow metrics, and forecasting.
Subscribers: Subscriptions, customers, and orders. This is where CX will spend most of their time.
Retain: Cancel Flow, Payment Recovery, Journeys, and email notifications.
Grow: Quick Actions, Smart Upsell, and Volume Discounts.
Tools: Bulk Operations, Data Export, Segments, and Fraud Prevention.
Products: Products and Selling Plans.
Storefront: Customer Portal and Copies & Translations.
Settings: General, Billing & Orders, and Shipping.
Account menu: Found by clicking your store name and email in the bottom-left corner. This is where you manage Users, see the Activity Log (a record of all changes made in the dashboard), and Invoicing.
Help Center: Accessible from the bottom-right corner of any page.
Finding a subscriber
If a customer has multiple subscriptions, each one appears as a separate card but they all stack on the same profile page when you search for that customer. Make sure you're opening the correct subscription before making any changes.
To look up a customer, go to Subscribers > Customers in the left-hand menu. Use the search bar to find them by email, name, or phone number.
From the customer profile, you can see all of their active and inactive subscriptions, order history, and their Shopify profile. Click into any subscription to view or edit its details.
Editing a subscription
From a customer's subscription page, your CX team can make the following changes:
Adjust order timing
Skip the next order: Moves the next charge date forward by one interval.
Get Now: Processes the next order immediately, regardless of the scheduled charge date. Note that there may be a limit to how many times you can click this button based on your configuration in Settings > General > Max daily orders per subscription
Change next charge date: Set a specific date for the next order.
Swap, add, or remove products
Click Manage products on the subscription to swap out a product for a different variant or SKU, add a one-time or recurring item to the order, or remove a product from the subscription entirely.
Apply a discount code
To apply a discount code to the subscription, click Apply discount on the subscription.
Override the price
You can add a price override for all future orders on the subscription by clicking Manage products and entering the price override next to the product you want to update. This is useful for honoring legacy pricing or resolving billing disputes.
Pausing and canceling a subscription
Pausing
To pause a subscription, open the subscription and select Pause. You can set an optional resume date, or leave it open-ended for the subscriber to resume manually through their Customer Portal.
Canceling
To cancel a subscription on behalf of a subscriber, open the subscription and select Cancel. You'll be prompted to select a cancellation reason. This is recorded in the subscription's audit log.
Updating a subscriber's information
To edit a subscriber's name, email, phone number, or shipping address, open their subscription and click Manage.
Edit Info: Update name, email, or phone number.
Edit Shipping Address: Update the delivery address and recipient name for future orders.
Updating a payment method
Customers can also update their payment method independently at any time through their Customer Portal.
Credit card data is stored and managed by Shopify Payments or Shop Pay, not by Skio directly.
Click Manage next to customer on the subscriptions page.
Cli kUpdate payment method, then select Edit payment method.
Two options display to update the customer’s payment method:
Continue to form: Manually enter new card details on behalf of the customer.
Update by email: Send the customer a Shopify-generated email with a secure link to update their card themselves.
Processing a refund
All refunds are handled in Shopify, not in Skio.
To process a refund:
Open the subscription in Skio and click View in Shopify to go directly to the customer's Shopify account.
Find the relevant order in their order history.
Click Refund, select the items to refund, add a reason if needed, and choose whether to send a notification to the customer.
Because Skio processes payments through Shopify Payments, refunds flow back through Shopify without requiring a separate payment processor.
Viewing and adjusting orders completed
The orders completed field on a subscription tracks how many billing cycles a subscriber has gone through. You can view and manually adjust this number from the subscription page by clicking Expand at the bottom of the subscription card.
This is most relevant when working with features like Surprise & Delight or Journeys, which trigger based on how many orders a subscriber has completed. If a subscriber was migrated from another platform or had a manual order correction, their cycle count may need to be updated to ensure those features fire at the right time.
Viewing audit logs
Skio provides two types of audit logs to help your CX team investigate issues and understand customer activity. Knowing which one to use will save you time when handling support tickets.
Subscription audit log
The Subscription audit log (also called subscription history) tracks every change made to a specific subscription, including status changes, plan updates, billing events, and administrative actions. Use this when a customer reports an unexpected cancellation, a billing problem, or a change they didn't make.
To access it, open the subscription in your Skio Dashboard and click View subscription history.
Customer audit log
The Customer audit log tracks account-level activity across all of a customer's subscriptions, including login attempts, Customer Portal visits, and payment method changes. Use this when troubleshooting access issues or to get a broader picture of how a customer has been engaging with their account.
To access it, open the customer's profile in your Skio Dashboard and scroll to the Customer audit logs table at the bottom of the page.
Logging in as a subscriber
Magic login link
Magic links expire after 10 minutes and bypass the login screen. If a subscriber is having trouble accessing their account, you can log in on their behalf using the Magic login Link. There are multiple ways to retrieve the Magic login link. See Magic login links for step-by-step instructions.
Portal link
If you’re sending the link via email or expect a delay before it’s opened, we recommend using the Portal link instead, which leads a customer to login to their customer portal. This link does not expire and provides the same access after a standard login.
To access the Portal link:
Navigate to the specific subscription.
Click More, then select Portal link.
The link will be automatically copied to your clipboard.
Exporting subscribers
To export subscription data, go to Subscribers > Subscriptions and click Export Subscribers. Enter your email, choose the export type and format, and decide whether to include inactive subscriptions (this increases file size and processing time).
You'll receive the export via email, and it's also accessible under Tools > Data Export > Job History.
