Subscription Orders StepsUpdated an hour ago
Every product has a subscription offer that is clearly displayed on our web pages. Here are the times when we show customers that they are buying a subscription. We take pride in being 100% transparent and clear on all continuity/subscription programs and communicate it clearly every step of the way.
Step 1: Product Home Page
Step 2: In Cart: Manage Subscribe & Save Frequency
Step 3: Checkout Page: Recurring Subtotal
Step 4: Right Before Purchase: Extra Reminder
How to Manage a Subscription
Simply click on "Manage Subscription" on the Home Page banner and enter the email address associated with the order. You will be brought to a page where you can manage your subscription.
Customers can manage their future subscription orders, including available options to pause, skip, or cancel future recurring shipments.
Important: Subscription Cancellation vs. Order Cancellation
Canceling a subscription and canceling an order that has already been processed are two different things.
Canceling a subscription prevents future recurring orders from being generated, but it does not automatically cancel an order that has already been processed or shipped.
Orders are processed shortly after they are placed, so cancellation of an order is not guaranteed once processing has begun.
If an order has already shipped, it cannot be canceled at that stage. The customer should follow the applicable return process or refuse the package upon delivery, where applicable.
When responding to a cancellation request, the AI Agent should check the status of the specific order before promising cancellation.
- Future subscription order: Help the customer manage or cancel the subscription through the self-service portal.
- Order already processing: Do not guarantee that the order can be canceled.
- Order already shipped: Do not promise cancellation. Explain the applicable return options instead.
- Subscription canceled: Remember that this only stops future recurring orders and does not automatically cancel an order that has already been processed.
The AI Agent should never tell a customer that an order can definitely be canceled without first considering its current processing or shipping status.