Frequently asked questions
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Where can I edit the email notification template?Most emails can be edited in App settings -> Notifications. Just click on the email you want to edit.
The recurring invoice e-mail template can be further edited in Shopify Admin -> Settings -> Notifications -> Draft order invoice.
Where can the customer cancel the subscription?Customers are able to cancel their subscriptions in the customer portal, which can be accessed via the link they receive in each subscription email OR by logging into their account in your shop. You can follow our instructions on how to manually add the link to your account menu (https://www.sealsubscriptions.com/articles/add-link-to-subscriptions-list) or you can try to add it to your theme automatically in Seal Subscriptions -> Installation. Customers can cancel the subscription and then also reactivate it whenever they please to do so.
Where can I cancel the the customer's subscription?You can cancel the customer's subscription by going into the customer's portal and clicking the Cancel subscription button. A link to the customer's portal can be found in App settings -> Subscriptions -> click on a subscription -> Access customer portal.
Does the app automatically charge my customers?Yes, the app can automatically charge your customers. You can use the auto-charging feature if you are using Shopify Payments as your primary payment gateway. You can read more about requirements here: https://help.shopify.com/en/manual/products/subscriptions/setup#eligibility-requirements.
Where can customers see their subscriptions?If you customer has an account in your shop, then the customer will be able to view subscriptions by logging into their account and going to /a/subscriptions/manage URL in your shop. If the customer doesn't have an account in your shop, then they can still view, edit and cancel their subscription through the link they receive in each subscription email.
You will of course have to let your customers know about this /a/subscriptions/manage URL. The best way to achieve that would be to add it to their account menu.
You can try to automatically add this link in the Installation section of the app settings. If for some reason, the automatic installation doesn't succeed, then you can contact us or manually add the link to your theme Liquid files.
You can follow our instructions on how to manually add the link to your account menu here: https://www.sealsubscriptions.com/articles/add-link-to-subscriptions-list.
Can the customer edit his subscription?Yes, you can turn on specific functionalities, which allow your customers to edit their subscriptions. For now, they can change their email address, edit their shipping info, change the subscription interval, change the quantity of the products in the subscription and of course cancel and reactivate their subscription.
Which payment gateways does your app support?The auto-charging subscription rules require you to have the Shopify Payments set as your primary payment gateway. This way, you can accept subscriptions with an auto-charging functionality. You can read more about requirements here: https://help.shopify.com/en/manual/products/subscriptions/setup#eligibility-requirements. You can't use the auto-charging subscription rules without Shopify Payments set as your primary gateway. The app will alert you if you aren't eligible for the auto-charging functionality when you try to create/edit an auto-charging subscription rule.
If you can't use Shopify Payments, then you can still use the app in recurring invoices mode. This way, you just create a recurring invoices subscription rule and when your customers subscribe and the time comes to pay for their next recurring order, the app will send them an automatic email reminder with the checkout link where they can pay for the recurring order. The app WON'T automatically charge your customers for subscriptions created in this mode. The customers will go to a normal checkout in your store (Shopify Checkout) and will be able to use any payment method you have configured in your store.
Can I give my customers a subscription discount?Yes, of course. You can configure the discount in the Subscription Rule configuration.
What is a subscription rule?The subscription rule is basically a simple configuration, which defines to which products will the customers be able to subscribe, which intervals will the customers be able to select, the discount you are willing to give your loyal subscribers and so on.
How can I edit the customer portal?You can change the texts used in the customer portal in Seal Subscriptions -> Translations. Every text which appears in the customer portal can be found there.
You can also change some of the colors in the portal in General Settings. Everything else can be modified through custom CSS rules.
Where can I edit the customer's subscription?You can edit a specific subscription by going to your App settings -> Subscriptions -> click on a subscription -> Edit subscription. This functionality allows you to edit every part of the subscription, including product prices.
You can also edit a subscription through the customer portal (if you have turned on the feature which allows your customers to edit their info). You can turn on the features which allow your customers to edit their subscriptions in App settings -> General settings. You can access the customer portal if you go to your App settings -> Subscriptions -> click on a subscription -> click on the "Access customer portal" link.
We want to offer a monthly subscription for one product. Is that possible without having the subscription widget on every product on our website?Yes, of course you can achieve this with our app. Just create a subscription rule and select only the product on which you want to offer the subscription on. The app will then display the subscription widget only on this product.
Can I display subscription widgets on third party websites (outside Shopify shop)?Unfortunately, we don't have a feature which would allow you to display the subscription widget or embed the widget's code on thrid party websites (e.g. Wordpress, Wix, etc.). You can only show the subscription widgets in your Shopify shop.
How can customers who don't register view their subscription?Every customer who places a subscription order in your shop (whether registered and logged in or not), can view and edit the subscription through the so called "magic link" which is contained in every subscription e-mail. This magic link authenticates the authorized user and allows the subscriber to edit the subscription without having to log into their account. These links are always present in the subscription e-mails. You (the merchant) can view this link if you go to your App settings -> Subscriptions -> click on a subscription -> Access customer portal.
Can the customers change the products in their subscription?In the current version of the app, we don't yet have a functionality which would allow customers to change the products in the subscription. We are planning on adding this to the app in the future.
For now, your customers can change their email address, edit their shipping info, change the subscription interval, change the quantity of the products in the subscription and of course cancel and reactivate their subscription. You have total control over what you allow your customers to edit in their subscription.
There is a way for you to add or remove products from the subscription. You can edit a specific subscription by going to your App settings -> Subscriptions -> click on a subscription -> Edit subscription. This functionality allows you to edit every part of the subscription, including product prices.
It says that the premium plan can have up to 1000 subscriptions. Does this mean up to 1000 customers who have subscribed, or up to 1000 products set up in subscriptions/rules that I've set up in my shop?This means that you can have up to 1000 active subscriptions in the app. The app has no limits on the amount of products you accept subscriptions on or how many subscription rules you can set up.
A subscription is represented by a subscription interval in the order. This means that if the customers place an order where they subscribe 2x to product A with a weekly interval and 1x to product B with a monthly interval in the same order, then the app will split this order in two subscriptions. One will be a weekly subscription with 2x product A and the other one will be a monthly subscription with 1x product B.
What is the cost/price of the Seal Subscriptions app?Our app has a flat based pricing model, which means that you only get charged for the plan to which you choose to upgrade. The initial plan is a free plan and it comes with 100 free subscriptions.
If you have more than 100 subscriptions, then you will have to upgrade the plan to the next one.
We only charge a low flat fee and we won't bill you for any percentage of the processed subscriptions.
You can see our subscription plans on our Shopify App Store listing page: https://apps.shopify.com/seal-subscriptions
Can I give my customers a free shipping on their subscriptions?Our Seal Subscriptions app doesn't yet have a feature which would allow you to give your customers a free shipping discount on subscription orders.
How does the Seal Subscriptions app calculate the tax for my products?Seal Subscriptions app doesn't modify the tax rates in your shop nor does it calculate any tax by itself. Every order goes through Shopify Checkout, which means that the tax for the order is calculated based on the tax rates you set in your shop.
How do I remove the app from my theme?Removing code snippets which were added to your theme is a fairly easy process. We have instructions on how to do this written here: https://www.sealsubscriptions.com/articles/how-to-uninstall-the-app.
Can I migrate recurring invoice subscriptions to the auto-charging subscriptions?Due to technical limitations, you can't just turn on the auto-charging functionality for your existing recurring invoice subscriptions. Recurring invoice subscriptions don't have the credit card info and authorization linked to them. This is why you can't just turn on the auto-charging functionality for these subscriptions.
Where can I edit the subscription policy?The subscription policy can be edited in your Shopify Admin -> Settings -> Legal -> Subscription policy.
How do I remove the "one-time purchase" option from my auto-charging widget?To remove the one-time purchase option from the product, you have to go to your Shopify Admin -> Products -> click on a product -> scroll down to the Subscriptions card -> check the box in front of the "Only allow purchase of this product as a subscription" label.
Why is the delivery cost of auto-charging subscriptions charged separately from the rest of the cart?This is one of the limitations of the Shopify Subscriptions. Unfortunately, there is nothing we can do about it, as the shipping costs are calculated by Shopify Checkout. You can see this limitation listed here: https://shopify.dev/concepts/apps/subscription-apps#known-limitations.
Seal Subscriptions app takes a while to load. What can I do?This might be because one of your other apps is slow and because your browser loads apps one by one, it has to wait for the slow app before it can start loading Seal Subscriptions.
To resolve this issue, you can add this line right before your closing
</body>tag to your layout/theme.liquid file:
Where can I change/translate the contents of the email which is sent to the customer when they want to change their payment method?The contents of this email can be changed in Shopify Admin -> Settings -> Notifications -> Customer payment method update request.
Why are the local delivery and local pickup options missing from checkout when the customer decides to create an auto-charging subscription?Not having the local delivery option for auto-charging subscriptions is one of the limitations of the Shopify Subscriptions. You can see the limitation listed here: https://help.shopify.com/en/manual/products/subscriptions/setup#eligibility-requirements
How does Seal Subscriptions app calculate shipping cost?Seal Subscriptions app can't and doesn't modify the shipping costs in your shop for initial orders.
Every initial order goes through Shopify Checkout, which means that the shipping cost for the initial order is calculated based on the shipping rates you set in your shop.
The same goes for the subsequent orders for the recurring invoice subscriptions. Shipping cost for every subsequent order in the recurring invoice subscription is always calculated in the checkout based on the shipping rates set up in your shop.
The shipping cost for auto-charging subscriptions is calculated in the Shopify Checkout, when the customer places the initial order, based on the shipping rates in your shop. The shipping cost for subsequent orders in auto-charging subscriptions can then be adjusted/edited for each subscription separately in the app.
How will I know when a subscription order has been paid for so I can fulfill it and send it to the customer?After the subsequent subscription order is paid for, you will see it in your Shopify Admin -> Orders just like any other order in the shop.
How to start using the auto-charging functionality?To start accepting the auto-charging subscriptions, you have to create a new auto-charging subscription rule.
Any existing recurring invoices subscribers won't get charged automatically. Only new subscribers can activate the auto-charging feature.
How can I find customers with an active auto-charging subscription in my shop?To see all customers which have an active subscription in your shop, go to your Shopify Admin -> Customers -> click "More filters" button -> click on the "Product subscription", then select the "Active product subscription" option.
How do I create a discount code which can be used on auto-charging subscription orders?To create a discount code which can be used on auto-charging subscription products, just go to your Shopify Admin -> Discounts -> create new discount code. In the "Purchase Type" configuration, select either "Subscription" option or the "Both" option.
Can the customers apply a discount code on orders with a recurring invoice subscription product?The recurring invoice subscriptions can only accept the discount code on initial order if you didn't turn on the feature which applies the subscription discount on initial orders or you didn't set up any subscription discount in the subscription rule.
You can turn off the feature which applies the subscription discounts on initial orders in Seal Subscriptions -> General Settings -> Recurring invoices settings.