Frequently asked questions



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Where can the customer cancel the subscription?

The customer is be able to cancel the subscription via the link he receives in the email reminder. You can view this link if you go to your App settings -> Subscriptions -> click on a subscription -> View in shop. The customer can cancel the subscription and then also reactivate it whenever he pleases 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 -> View in shop (Access customer portal).

How does the Seal Subscriptions app work and how do I configure it?

The app will add a subscription widget next to the add to cart button on your specific product pages. 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.
To start accepting subscriptions, you have to create a subscription rule, where you select products which you want to offer for a subscription and the possible subscription intervals. This is basically all you have to do. But if you find yourself in a need of customizing the widget, we do also have a lot of customization options in App settings.
To create your first subscription rule, go to App settings -> Subscription Rules and click on the Create rule button.

Does the app automatically charge my customers?

The app does not yet have an option to automatically charge your customers. It sends your customers an email reminder with a link to the checkout where the customer then pays for the order.
However, we are planning on adding the automatic billing feature to the app in the future (January 2021).

When will you implement the auto-charging functionality?

We want to have the Seal Subscriptions app tightly integrated with Shopify. This is why we are waiting for Shopify to release the Subscriptions API in January 2021, which will allow us to implement the auto-charge functionality within the Shopify Checkout.

Can I test a subscription to see the subscription email?

Yes, of course.
We have a test product with a bogus payment gateway set up in our test shop: https://subscription-coffee-shop.myshopify.com/products/coffee-beans. Just place a test order with a 1 day subscription interval and you will receive an email with a link to the checkout tomorrow.
The instructions on how to place a test order are written in the product description ;)

How do I display line item properties in the cart?

It depends on your theme whether the subscription line item properties are displayed in the cart or not.
You can check with your theme developer if there is an option to display them. If not, you can modify your cart template manually. There is a tutorial on how to do this available here: https://community.shopify.com/c/Shopify-Design/Product-pages-Get-customization-information-for-products/m-p/616525#toc-hId-69115219.

Where can I edit the email notification template?

You can edit the email content in App settings -> Translations -> Email.
Everything else can be edited in Shopify Admin -> Settings -> Notifications -> Draft order invoice.

Where can a customer see his subscriptions?

If you customer had an account and was logged in when he made the initial subscription order, then he will be able to view his subscriptions by logging into his account and going to /a/subscriptions/manage URL in your shop.

You will of course have to let your customers know about this URL. The best way to achieve that would be to add it to their account menu.
To do this, go to your Shopify admin -> Online Store -> Themes -> Edit Code of your active theme. Then, you will have to find the Liquid file which contains HTML for displaying info about customer's account. In Debut theme, this file is templates/customers/account.liquid.
In this file, find the line where you want to add the link to the subscriptions page and add this code to it:
<a href="/a/subscriptions/manage/">Subscriptions</a>
You can of course modify this simple link to match your theme.
Here is an example how we added it to our demo store:
And if you don't yet have accounts enabled in your shop, you can read Shopify's tutorial on how to do this here.

And here is the code for the link if you have a multi-language store:
{% if routes.root_url.last == "/" %}
<a href="{{ routes.root_url }}a/subscriptions/manage/">Subscriptions</a>
{% else %}
<a href="{{ routes.root_url }}/a/subscriptions/manage/">Subscriptions</a>
{% endif %}

The {{ routes.root_url }} variable will add the locale parameter, but it has to be wrapped in an if statement in order to prevent it from adding a slash when a locale is not present in your shop url.

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 and billing 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?

Our app is deeply integrated with Shopify, therefore it supports all payments gateways which are supported by Shopify. If your customers select to subscribe to a product, they will go to a normal checkout in your shop and the subscription will get registered in the app.
However, you have to know that our app doesn't yet have an option to automatically charge your customers. It sends your customers an email reminder with a link to the checkout where the customer then pays for the order. We are planning on adding the automatic billing feature to the app in the future.

Will Seal Subscriptions app notify me when I have a new subscription order to fulfill?

When someone pays for the recurring order, this order will automatically appear in your Shopify Orders. You will see it the same way as a regular order.

Is there a report to show who has taken advantage of ordering from the subscription emails?

Seal Subscriptions app doesn't yet offer a reporting functionality, but you can easily find all orders created by Seal Subscriptions app in your Shopify admin. Navigate to orders page, select more filters, click on the sales channel, then check the Seal Subscriptions checkbox.

How can I make sure that subscription emails are being delivered?

All subscription emails are sent through Shopify, so you just have to make sure that you configured your email settings correctly in your Shopify account. Shopify has instructions on how to set up the email configuration here: https://help.shopify.com/en/manual/intro-to-shopify/initial-setup/setup-your-email.
The most important thing is to set up the correct email for your shop and the correct SPF records for your domain.

Can I give my customers a subscription discount?

Yes, of course. You can configure the discount in the Subscription Rule configuration. If you scroll to the bottom, you will see a checkbox which allows you to turn on the discount for subscriptions. Click on it and more discount options will appear.
The Seal Subscriptions app allows you to give your customers a discount on recurring orders and on initial orders (when they subscribe). To give customers a subscription discounts on initial orders, head over to the General Settings and turn on this option.

Will the customers receive a different email for every product they subscribe to?

Your customers can subscribe to multiple products at the same time and every products can be selected with a different subscription interval. The Seal Subscriptions app will then group products from the same order with the same subscription interval in one subscription. This means that when the email gets sent out, the email will be sent per subscription and will include all products in the subscription.

Can I give customers a different discount based on which subscription interval they choose?

We currently don't have a functionality, which would allow you to achieve this. The discount which you set up in the subscription rule will be applied to all subscriptions from this rule, no matter which interval customers choose.

Is it possible to set up subscription packages? I want the customers to be able to choose one, two, or three items to put into one package.

While our Seal Subscriptions app doesn't yet have a native functionality which would allow you to achieve this, you could achieve this in combination with Bundler - Product Bundles app. This app has an integration with Seal Subscriptions (which you turn on in General settings).

In order to give your customers an option to choose one or more products and put them in one package, you would have to:
  • create a subscription rule which includes all the products available for a selection in the package,
  • create a Mix&Match bundle in Bundler, and set the desired minimum required number of products,
  • turn on the option to use a dynamic Mix & Match bundle widget for this bundle.
The Bundler app will then show a bundle widget, which will allow your customers to put together a few products and then subscribe to all of them at the same time.

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 percentage you are willing to give your loyal subscribers and so on.

How can we charge shipping on recurring orders (future invoices)?

Every recurring order goes through Shopify Checkout, which means that the shipping cost for the recurring orders is calculated based on the shipping rates you set in your shop.

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 app 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.

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 and billing info, change the subscription interval, change the quantity of the products in the subscription and of course cancel and reactivate their subscription. And 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 and discounts.

Will Shopify automatic discounts and discount codes work in recurring orders?

Only the subscription discount and the discounts from the initial order can be applied in recurring orders. The automatic discounts won't get applied and the customers won't be able to use additional discount codes in recurring orders. This is a limitation posed by Shopify, as draft orders are not affected by automatic discounts and don't allow the customers to use discount codes.

From which email address will the customer receive the email with the link to process the payment?

All subscription emails are sent through Shopify, which means that the emails will come from the email address which you have configured in your Shopify Admin. This is the same email address from which order confirmation emails usually come from.

Where will the checkout link take the customer?

All recurring orders are created with Shopify Draft Orders functionality.
This means that the checkout link which the customer receives in the email will take the customer to Shopify Checkout.

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 and discounts.

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 on subscriptions/rules that I've set up on my shop?

This means that you can have up to 1000 active subscriptions in the app. The app has no limits for how many products you can have subscriptions or how many subscription rules you can set up.
It only counts the number of subscriptions.
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.

Is it possible to create a bundle with subscriptions?

While our Seal Subscriptions app doesn't yet have a native functionality which would allow you to create product bundles, you could achieve this in combination with Bundler - Product Bundles app. This app has an integration with Seal Subscriptions (which you turn on in General settings).

In order to display the subscription widget in a bundle, you would have to:
  • create a subscription rule which includes all the products from the bundle
  • create a bundle in Bundler.
The Bundler app will then show a bundle widget with a subscription widget, which will allow your customers to add the whole bundle to the cart and subscribe to all of them at the same time.

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 change or remove a specific text in the subscription widget?

Yes, of course. You can edit every text and content which appears within the app in Seal Subscriptions app settings -> Translations.

I want to send the recurring emails on 25th every month. How can I do this?

In order to send out the emails on a specific day in the month, you must have a subscription rule with a monthly interval type. When the monthly interval type is selected, you will see an option to select a day in the month when you want to send out the invoices.

In case you have a weekly interval selected, then you will be able to select the day of the week when the invoices get sent out.

Here is an example:
Let's say that you have a monthly subscription and you configured the app to sent the emails out on 25th day of the month. Your customer creates a subscription on 2020-11-26.
The subscription email would normally be scheduled to be sent on 2020-12-26. However, because you set the app to send out emails on 25th day, the system will send all emails which would normally be sent in the period from 2020-12-25 to 2020-01-24 on 2020-12-25. Your customer will receive the email on 2020-12-25.
This functionality always sends out the emails from the period after the desired day, so you have enough time to package and send out the orders.

Will the discounts from the discount codes and automatic discounts from the initial orders also be applied on recurring orders?

If your customers placed initial orders with a discount code or with an automatic discount, then you can decide whether you want to keep these discounts in recurring orders or not.
You can control this via a setting in Seal Subscriptions app -> General Settings.

Why does the email which customer receives say that the shipping cost is $0, when they actually get charged the correct shipping cost?

The email which the customers receive is sent by Shopify as a Draft Order email. The shipping cost in these emails is always set to 0, but when the customer goes to the checkout, the shipping cost is calculated based on your shipping rates.
This part of the email (shipping cost) is controlled by Shopify and there is nothing we can do to change it's value.

How does Seal Subscriptions app calculate shipping cost?

Seal Subscriptions app doesn't modify the shipping costs in your shop. Every order goes through Shopify Checkout, which means that the shipping cost for the order is calculated based on the shipping rates you set in your shop.

I have created a test subscription, but I didn't receive an email confirming my subscription. When will I receive an email?

You will receive an e-mail when the time comes to pay for your next recurring order. Our Seal Subscriptions app doesn't yet send an e-mail immediately after a subscription order is placed. In the current version of the app, you only receive the e-mail when the time comes to pay for the recurring order. This e-mail will also contain the magic link, which allows you to view and edit your subscription.
If you placed an order while being logged into your account in the shop, then you can also view the subscription in your account. See more details here: https://www.sealsubscriptions.com/articles/frequently-asked-questions#where-can-a-customer-see-his-subscriptions.

When do the subscribers get an automatic e-mail reminder?

Your subscribers will receive an e-mail when the time comes to pay for your next recurring order. This means that if your customer created the initial subscription order today with a weekly interval, then this customer will receive the e-mail reminder 7 days later (next week).
You also have an option to select the hour and day when you prefer to send out the e-mail reminders to your customers. This can be configured in each subscription rule. When the monthly interval type is selected, you will see an option to select a day in the month when you want to send out the invoices. In case you have a weekly interval selected, then you will be able to select the day of the week when the invoices get sent out.

Can I send the e-mail reminders a few days before the scheduled recurring order?

In the current version of the app, we don't yet have such functionality. We are planning on adding it to the app in the future.

Can I set a variable discount on the product based on the length of the selected subscription interval?

In the current version of the app, you can give your customers a discount if they subscribe to the product, but you can't yet give them a discount based on the length of the selected subscription interval.

The best way to sell a product at a different price if the customers choose a different subscription interval is to create a new product for each interval and set the desired price for each interval. You will also have to create a subscription rule in the Seal Subscriptions app for each product, with it's own interval.

For example, let's say that you sell product A for $49.99 and want to give your customers a $10 discount if they subscribe with a 3 months interval and a $20 discount if they subscribe with monthly interval. You would have to create two new products:
  • product A1, with a price of $39.99 and a subscription rule, which only has a 3 month interval available,
  • product A2, with a price of $29.99 and a subscription rule, which only has a 1 month interval available.

Can we apply the subscription discount on the first order or do we only have an option to apply it on the next order?

The Seal Subscriptions app allows you to give your customers a discount on recurring orders and on initial orders (the first order the customers place when they subscribe). To give customers a subscription discounts on initial orders, head over to the General Settings and turn on the Apply subscription discounts on initial orders setting. The app will apply discount on the initial orders by automatically creating a draft order for your customer. You should know, that Shopify doesn't allow customers to use any additional discounts on draft orders. Because of that, when the customers won't be able to combine the subscription discounts with your other discount codes or automatic discounts.

When my subscribers want to pay for their order, it says that we don't ship to their location. Message is "This order can’t be shipped to your location. Contact the store for more information." What is going on?

The shipping rates and methods which are available in the checkout process are being taken from your store configuration. If the checkout says that the shop can't ship the order to the selected location, then this usually means that you don't have the shipping rates set up in your shop for this product and location.
To resolve the issue, make sure that you have a shipping rate set up for the subscription product and the location to which you want to ship the order.

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 I see/test the subscription process? I want to know how it looks when the customer subscribes.

To test how the app works in your shop, it is best if you create a subscription rule with a daily interval and then place a test subscription order for this product. You will receive an email with a link to the checkout tomorrow.

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 in every e-mail reminder. This magic link authenticates the authorized user and allows the subscriber to edit the subscription without having to log in into their account. These links are always present in the e-mail reminders. You (the merchant) can view this link if you go to your App settings -> Subscriptions -> click on a subscription -> View in shop.