Customer portal is a powerful tool to help you manage, retain, and grow your subscription business. It’s the place where your subscribers can take key actions, like skipping an order, adding one-time items to their next delivery, updating their delivery address, adding discount codes, and a lot more.
With Loop subscriptions, you get an insanely customizable and personalizable customer portal, built with smartphones in mind. Our customer portal is fast, responsive, and quick to support your brand missions.
Customer portal accessibility
First things first, the best subscriber experience is the one that’s easiest to access. Enable the passwordless subscription login page and make sure it’s added to your Shopify store’s header. This way, your subscribers can quickly find and manage their subscriptions without any friction.
Enable this by navigating to Loop > Customer portal > Accessibility. Copy the Subscription login page URL & paste it in your store header as Manage subscriptions button.
Subscriptions Login page: This page lets your customers access and manage their subscriptions without needing to create an account or remember passwords. Easy, fast, and friction-free.
Customer portal preferences
Using these preference settings, you can decide exactly what actions your subscribers can take on the customer portal. With Loop’s super configurable customer portal, you can enable or disable actions like skip, swap, cancel and more, just with the flick of a switch. Make the experience self-serve and reduce customer tickets regarding subscription management!
Navigate to Loop > Customer Portal > Preferences to configure these settings.
Customer portal preferences overview: Below is a table describing all the action preferences available to subscribers. These preferences are grouped into 7 main categories in the Loop app UI.
Preference | Description |
Create subscription | Allow subscribers to create new subscriptions directly from the portal. |
Apply discounts | Let subscribers apply discount codes (including multiple ones) as configured in Shopify, with limits. |
Edit billing/delivery schedule | Enable subscribers to edit their billing/delivery intervals and automatically recalculate discounts. |
Charge on resume | Trigger charge immediately when a subscription is resumed. Options to control this behaviour. |
Reactivate subscription | Allow subscribers to reactivate cancelled subscriptions and optionally charge them on reactivation. |
Merge subscriptions | Let customers merge subscriptions to save on shipping costs. |
Add/edit order notes | Allow customers to see and edit notes on their subscription orders. |
Pause subscription | Allow pausing/resuming subscriptions from the portal. |
Pause subscription intervals | Add available pause durations for subscribers with custom durations & smart pause logics. |
Place order | Enable subscribers to place the upcoming order immediately and optionally prepone future orders. |
Skip order | Let subscribers skip upcoming orders and optionally restrict how many can be skipped consecutively. |
Delay order | Allow subscribers to delay an order while maintaining consistent intervals for future orders. |
Reschedule order | Give subscribers control to reschedule orders within a defined interval. |
Last order details | Show last order date to help avoid duplicate orders. |
Edit/remove products | Let subscribers remove products one-time, remove completely (if at least 1 remains), or change quantity. |
Minimum order value | Prevent product removal if the order value goes below the configured minimum value. |
Update payment method | Let subscribers update payment methods and optionally trigger a charge if the last payment failed. |
Change payment method | Allow switching between multiple saved payment methods. |
Update delivery address | Let subscribers update their delivery address from the portal. |
Change pickup location | Enable subscribers to select a different pickup location (if available). |
Change delivery method | Let subscribers switch between shipping, pickup, or local delivery. |
Maximum orders per day | Set a limit on the number of orders allowed per subscription each day to prevent abuse. |
Maximum quantity per item | Restrict how many units of a product can be added or updated in a subscription. |
Swap settings for Customer portal
Configure how the swap products flow should work on the customer portal using these settings.
Learn more: Swap products
There are 4 key settings here to help you set up the swap products flow effectively.
Master Permission Settings: A simple toggle to enable or disable the swap option on the customer portal.
Discount Settings: Decide how discounts should be applied when a subscriber swaps to a different product.
Product Swap Settings: Define which products are eligible for swap. You can allow all products, only variants of the same product, products with the same product type, or a custom product list.
Excluded Products Settings: Products added to this list will be excluded from swap options, even if they fall under the eligible swap settings above. This setting overrides all other swap rules.
Customer portal theme settings
A very powerful feature to customize your customer portal to fit in with your brand statement. Just like Shopify store themes, you can create different themes and publish them with just one click, whether it's for a BFCM sale, Christmas, or any special occasion.
You can customize every little detail of your theme by clicking on "Customize button". A new interface will open with options to customize the layout, styles, custom JS, and tests of your customer portal.
Layout settings: Customize the skeleton of your customer portal's "Subscription listing page" and "Subscription details page" in this section. All you have to do is just drag and drop standard components already available. Please note that the final layout may differ from the layout shown here, depending on the customer preferences set in the preference settings.
You can create a new section and can add variables based on customer, store, or subscription properties.
Styles settings: Customize the colors of every piece shown on the customer portal, from being to simple texts to error message block colors. You can also add custom CSS at the bottom of this section.
Custom JS section: In this section, you can add JS code to extend the functionality of our customer portal. For example, if I want to hide the edit button from one of the subscription products for subscribers in certain provinces, then this is your playground. You can reach out to our support team in case you need help in this part.
Texts settings: In this section, you can edit every piece of text shown on the customer portal, whether it’s success messages, button labels, or any action-related text. Total control, down to the last word in your language or localisation.
Customer portal extension features
In this section, we will walk through some powerful features Loop has for growing your subscription business by boosting AOV & LTV.
Cancellations flows: As a brand, you would never want to lose your subscribers who are already using your product. Cancellation flows by loop retention engine empower brands to reduce cancellations and increase the average number of successful orders placed per subscription.
Learn more: Cancellation flows
Upsell: Upsell in subscriptions refers to the practice of offering additional products or services to a subscriber who has already subscribed to a product or service. This can be a way for businesses to increase revenue by convincing existing customers to upgrade or add on to their current subscriptions.
Loop provides a powerful upsell section that allows you to offer personalised upsell and upgrade options with granular customizations by creating profiles based on cohorts to drive revenue and provide value to the subscribers.
For example: You are a brand selling protein powders and you want to give subscribers with more than 5 pounds pack a shaker on 85% discount. You can simply create a profile in Loop app to achieve the use case.
FAQs
Why is the customer portal not loading when I try to view it?
Why is the customer portal not loading when I try to view it?
One reason for the customer portal being stuck on the loading screen could be because currently, you may not have any active subscription. For the customer to preview, there needs to be a subscription. In this case, what you can do is create a test subscription from the admin portal and then you can preview it. Please go to the loop home page to create a test subscription.
If the customer portal is not working then please create a new manual discount of 100% on Shopify and apply during test subscription purchase. By doing this, you should be able to access the Customer Portal.
How can I stop customers from cancelling their own subscriptions through the customer portal?
How can I stop customers from cancelling their own subscriptions through the customer portal?
To stop/disable your customers from cancelling the subscriptions from customer portal, please ensure the relevant settings are configured at: Loop>Settings> Customer Portal> Order Actions.
How can a customer adjust the dates of next order while changing the frequency of the subscription from Customer Portal?
How can a customer adjust the dates of next order while changing the frequency of the subscription from Customer Portal?
When a customer makes a change in the customer portal, they have the option to adjust when the next order should be placed after changing the frequency.
If they set a new next order date, the order will be placed on that updated date.
If they don’t change it, the next order will go out based on the existing next order date.
In both cases, all future orders will follow the new frequency that’s been configured.
What are the methods to access Customer Portal?
What are the methods to access Customer Portal?
There are 2 methods to access customer portal:
1. “Manage Subscription” Button on the Shopify Account Page
Currently, you have this button enabled on your Shopify account page. However, customers are experiencing issues when trying to log in using their credentials — especially when attempting to reset their password via email, they aren’t receiving any reset emails. It would be a good idea to check with Shopify support regarding this behavior. (Refer to Screenshot 1 for more details.)
2. Subscription Login Page (Magic Link via Email)
Another option is to enable a standalone subscription login page on your store. This allows customers to enter their email address, and they will receive a magic link that redirects them directly to the Customer Portal — no password is required.
You can enable this from Loop > Customer Portal > Accessibility.
How long 'magic link / Loop's direct access link' for customer portal stays active?
How long 'magic link / Loop's direct access link' for customer portal stays active?
Loop's direct access links or Magic link work this way:
These links have an associated token with an expiry of 48 hours. If the link is not clicked within this time, the token will auto-expire thus vastly reducing the chance of anyone misusing it.
If the link is clicked within 48 hours, it generates a long-live token which gets stored directly in customers' device and associated browser and stays active for 30 days. If no activity happens within 30 days, this token also auto-expires.
These tokens are unique for every customer and session. No token is reused and thus nobody can reproduce these links on their own to get unauthenticated access.
These self-authenticated links are sent on customers' email directly. There is no way anyone else is getting access to these links unless they get a hold of customers' email inbox or their device and browser.
Can customers without an active subscription access the customer portal?
Can customers without an active subscription access the customer portal?
Customers can access the customer portal even if their subscription is active, paused, cancelled, or expired.
They simply need to use the same login method they normally use for their active subscriptions. On your site, where you need to enabled the option for customers to receive a direct login link by entering the email.
This login flow works the same for all subscription statuses.
Need help?
No worries - we're here for you!
If you have any questions or need assistance, feel free to email us at [email protected] or chat with us using the support beacon at the bottom right of your screen.
Regards,
Loop Subscriptions Team 🙂