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, Authorize.net or PayPal Express as your 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, add/remove products, change the quantity of the products, skip future orders in the subscription and of course pause, resume, cancel and reactivate their subscription.
Which payment gateways does your app support?The auto-charging subscription rules require you to have the Shopify Payments, Authorize.net or at least PayPal Express set up in your shop. 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, Authorize.net or PayPal Express. 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.
To become eligible for using PayPal Express for subscriptions, you have to configure PayPal Express in your shop AND create at least one auto-charging subscription rule. When Shopify detects that, they will automatically submit your shop for approval by PayPal and send you an email with more info about that. After you get approved by PayPal, you will be able to start accepting subscriptions in your shop with PayPal Express.
If you can't use Shopify Payments, Authorize.net or PayPal Express, 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?Yes, customers can remove and add new products to their subscriptions. You can turn on this functionality in Seal Subscriptions -> General Settings -> Customer portal -> Allow customers to add/remove products from the subscription.
Your customers can also change their email address, edit their shipping info, change the subscription interval, change the quantity of the products, skip future orders in the subscription and of course pause, resume, cancel and reactivate their subscription. You have total control over what you allow your customers to edit in their subscription.
Shop owner can also add or remove products from the subscription in the app itself. 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 150 free subscriptions.
If you have more than 150 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.
If your customers want to have an auto-charging subscription, they will have to place a new auto-charging subscription order in your shop.
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.
How can I migrate auto-charging subscriptions from another app?You can migrate subscriptions from other provider by manually re-creating them in the app. You can create the auto-charging subscriptions for the customers in your shop that have the credit card (payment method) linked to their account.
In case your customers don't yet have a payment method linked to their account, you can also migrate their payment method if your old subscription provider is using Stripe for processing subscription payments.
You can migrate payment methods of your customers by going into our Seal Subscriptions app -> Subscriptions -> Add subscription manually -> select auto-charging subscription -> click on the Migrate customers from other platforms button in the Select customers card.
Follow the steps described in the migration screen, as it will guide you through the whole process.
The process for migrating your subscriptions should be something like the following:
- Migrate the payment method for the selected customer in our Seal Subscriptions app.
- Cancel/pause the subscription in the other subscription provider's platform.
- Create subscription for the customer in our Seal Subscriptions app, with the same first billing date as the one scheduled date in the other subscription provider's platform.
- That's it!
Can I translate the subscription widgets for my multi language store?We generally have multi-language support (even on our FREE plan) for almost every text in our app (including emails, customer portal and subscription widgets). The only issue you can face is that you can't yet translate the auto-charging subscription rules, but you can translate the recurring invoice subscription rules.. The problem is that the auto-charging subscription rules are integrated with Shopify Subscription API, which doesn't yet support translations, however, as far as we know, they have a plan to add this functionality to the API in the future.
This means that you can't yet fully translate auto-charging subscription widgets. However, if you already use an app for handling translations in your shop, then you can probably translate these auto-charging widgets with the translation app. The third party translations apps usually have the capability of translating the dynamic elements. For example, if you are using the Weglot translations app, then you will just have to add a class .sealsubs-target-element the list of dynamic elements in Weglot app. You will then be able to translate the subscription widget for auto-charging subscription rules. In Langify app, you can translate the widgets with a feature called Custom. It allows you to add a custom text and translate it into your desired language.
How will the subscriptions handle product price changes?The auto-charging subscriptions will keep the price from the initial order (if there wasn't any specific subscription discount code used in the initial order).
The recurring invoice subscriptions have an option to keep the price from the initial order or use the newest product price. You can change this setting in Seal Subscriptions -> General Settings -> Recurring invoices settings.
What can I do to make sure that the recurring invoice emails are being delivered?These recurring invoice emails are sent through Shopify, from the email you set up in your store. So it might happen that the some of these emails went to the spam folder if you don't have SPF records configured for your domain. It is best to check the instructions from Shopify on how to configure the email in your shop: https://help.shopify.com/en/manual/intro-to-shopify/initial-setup/setup-your-email#spf-records-and-delivery-errors.
I can't open app settings. What can I do?First, try to open the settings in another browser. You should be able to open them in Chrome, Firefox, Safari, Edge, Opera or any other major browser.
If this still doesn't work, then please try to open the app again and when this happens, open the console log and send us a screenshot of what is in there. You can open the console log in Chrome by pressing Command+Option+J (Mac) or Control+Shift+J (Windows, Linux, Chrome OS). There will probably be an error message which will help us figure out what the issue is.
How do I set up Shopify Payments?Here are instructions from Shopify on how to set up Shopify Payments: https://help.shopify.com/en/manual/payments/shopify-payments/setting-up-shopify-payments
How do I know if I can use auto-charging feature?You can easily know if you are eligible to start accepting auto-charging subscriptions, just by trying to create a new auto-charging subscription rule.
If a popup shows and you can't save the rule, then you aren't eligible for the auto-charging feature. The issue is usually that you don't have Shopify Payments set up in your shop.
Can I charge my subscribers on a specific day?Yes, you can.
In order to charge your customers on a specific day of the week/month, you must have an auto-charging subscription rule with a selling plan with a weekly or monthly interval type. When the weekly or monthly interval type is selected, you will see an option to select a day in the week or month when you want to charge your customers.
Here is an example:
Let's say that you have a monthly subscription and you configured the app to charge your customers on 5th day of the month. Your customer creates a subscription on 2021-07-01.
The next charge would normally be scheduled for 2021-08-05. However, because you set the app to charge subscribers on 5th day of the month, the system will charge customers, which would normally be charged in the period from 2021-07-05 to 2021-08-05, on 2021-07-05. In this case, your customer will get charged on 2021-07-05.
When using this functionality, it is also recommended to set up the number of cutoff days to a number that will suit your needs.
In our previous example, if you set the number of cutoff days to 7, then all orders that were made more than 7 days before the 5th of the month will get scheduled on the 5th in the next month. But any order created in the period of 7 days before the 5th of the month will automatically skip the next 5th day and will be scheduled in the next month. For example, if you set it the number of cutoff days to 7 and the customer places an order on 30th of June, their next order will get scheduled for 5th of August. But if they place an order on 27th of June, then the next charge will get scheduled for 5th of July.
How does the recurring invoice mode work?When your customers subscribe in recurring invoices mode 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.
To start using the app in recurring invoices mode, just create a new subscription rule and select the recurring invoices type when the app asks you what kind of subscription rule you want to create.
Why is only one shipping option showing up for my auto-charging subscription products?The shipping cost for the initial subscription orders is calculated automatically by Shopify Checkout based on the shipping rates you have configured in your shop. A thing to note is that for auto-charging subscription products, Shopify Checkout will show only the lowest applicable shipping rate. The shipping method for auto-charging subscription products is also always titled "Shipping."
Can I tag customers with active and inactive subscriptions?Yes, you can turn on the feature which will automatically tag your active and inactive subscribers with the corresponding tags in Seal Subscriptions -> General Settings -> Customers. You can set a tag for customers with an active subscription and another tag for customers that no longer have at least one active subscription in your shop.
What will happen with my subscriptions when the product goes out of stock?The auto-charging subscriptions will be renewed even if the product is out of stock. However, when you will open such order in your Shopify Admin -> Orders, you will see a notice that the products in this order are out of stock.
The recurring invoice subscriptions won't be able to get renewed if you have the app set up to use the newest product prices in recurring orders. However, if you set the app to always bypass inventory or if you set the app to keep prices from the initial order, yet the price of the products in the subscription differs from the actual product price, then the app will create the draft order with a custom line item, which means that these items will bypass your inventory and your customers will be able to complete the order.
How do I pause a subscription?You can turn on the option to show the pause button in Seal Subscriptions -> Settings -> General Settings -> Customer portal.
After you turn this on, your customers will be able to pause the subscription (in addition to cancelling and reactivating it) in the customer portal.
You can then pause and resume the customer's subscription by going into the customer's portal and clicking the Pause subscription button. A link to the customer's portal can be found in App settings -> Subscriptions -> click on a subscription -> Access customer portal.
You can also cancel and reactivate the customer's subscription by going into the customer's portal and clicking the Cancel subscription button.
The subscription can also be cancelled by opening it in the Seal Subscriptions app and clicking on the Cancel subscription button.
I want to send the recurring invoice email reminders on 25th every month. How can I do this?In order to send out the emails on a specific day in the month for recurring invoice subscriptions, you must have a recurring invoices 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 send 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.
How do I configure the flow in Klaviyo?First, turn on the Klaviyo integration and set your public API key in Seal Subscriptions -> Settings -> General Settings -> Klaviyo.
After you turn this on, the app will send all new events to the Klaviyo. After someone starts, pauses, resumes, cancels, rectivates or renews the subscription, you will be able to see this metric in Klaviyo and will be able to use it to create a flow.
You should be able to create a flow by going into Klaviyo -> Flows -> Create flow -> Create from Scratch -> click on Metric (to select what will trigger the flow) -> search for "Subscription" in the box to select the metric.
You should see at least some of the following metrics there:
- Started Subscription
- Cancelled Subscription
- Reactivated Subscription
- Renewed Subscription
- Paused Subscription
- Resumed Subscription
Select the desired metric and click "Done" to continue configuring the flow.