Customer portal is where your subscribers take key actions on their subscriptions, such as skipping an order, adding one-time items to their next delivery, updating their delivery address, and applying discount codes. It is fully customizable, built with smartphones in mind, and designed to be fast and responsive.
This article covers the preference settings, accessibility options, theme customization, and extension features available for the customer portal.
Customer portal preferences
Preferences let you control exactly what actions your subscribers can take on the customer portal. You can enable or disable actions like skip, swap, and cancel with a single toggle.
Navigate to Loop admin > Customer portal > Preferences to configure these settings.
Customer portal preferences overview: The table below describes all the action preferences available to your subscribers. These preferences are grouped into 7 categories in Loop admin.
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 subscribers merge subscriptions to save on shipping costs. |
Add/edit order notes | Allow subscribers 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. |
Gift order | Allow subscribers to gift their upcoming order keeping the future scheduled orders and details remain unaffected. |
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. |
Scheduled order details | Define the number of scheduled orders displayed in the customer portal. When unchecked, the next 10 orders are shown. |
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. |
Minimum order weight | Allow subscribers to remove products only if the total weight of all order items is above the minimum value configured. |
Show unlisted products | When enabled, unlisted products will appear in the upsell, swap, and create subscription flows and can be purchased accordingly via customer portal. |
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. |
Prepaid subscription price texts | Choose whether to show per delivery price or total prepaid cycle price for the prepaid subscription. |
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. |
Customer portal accessibility
The subscription login page gives your subscribers a passwordless way to access the customer portal. Enable it and add the URL to your Shopify store's header so subscribers can find and manage their subscriptions without needing a password.
Navigate to Loop admin > Customer portal > Accessibility to enable the login page. Copy the subscription login page URL and paste it in your store header as a "Manage subscriptions" button.
Learn more: Access subscriptions on Shopify customer accounts
Customer portal theme settings
Theme settings let you customize the look and feel of your customer portal to match your brand. You can create different themes and publish them with one click, whether for a seasonal sale, holiday promotion, 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 layout of your customer portal's subscription listing page and subscription details page by dragging and dropping the standard components 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 new sections and add variables based on customer, store, or subscription properties.
Styles settings: Customize the colors of every element on the customer portal, from text to error message blocks. You can also add custom CSS at the bottom of this section.
Custom JS section: Add JavaScript code to extend the functionality of the customer portal. For example, you can hide the edit button for a subscription product for subscribers in certain provinces. Reach out to our support team if you need help with custom JS.
Texts settings: Edit every piece of text shown on the customer portal, including success messages, button labels, and action-related text. This gives you full control over the language and localization of your portal.
Customer portal extension features
The customer portal supports features that help you retain subscribers and increase order value.
Cancellation flows let you reduce cancellations by presenting targeted offers when a subscriber attempts to cancel. They help increase the average number of successful orders placed per subscription.
Learn more: Cancellation flowsUpsell lets you offer additional products or upgrades to subscribers directly on the customer portal. You can create upsell profiles based on subscriber cohorts and apply granular customizations, such as offering a specific discount on a product to subscribers who meet certain criteria. For example, if you sell protein powders and want to offer subscribers with a 5-pound pack a shaker at 85% discount, you can create an upsell profile to target that cohort.
Learn more: Configuring the upsell section on the customer portal
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?
This can happen if you do not have any active subscriptions. The customer portal needs at least one subscription to display a preview. Create a test subscription from the Loop admin home page to resolve this.
If the portal is still not loading, create a manual 100% discount in Shopify and apply it during the test subscription purchase. This should give you access to the customer portal.
How do I stop subscribers from canceling their own subscriptions through the customer portal?
How do I stop subscribers from canceling their own subscriptions through the customer portal?
Navigate to Loop admin > Settings > Customer portal > Order actions and disable the cancellation option.
How can a subscriber adjust the dates of the next order while changing the frequency of the subscription from the Customer Portal?
How can a subscriber adjust the dates of the next order while changing the frequency of the subscription from the Customer Portal?
When a subscriber 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 the Customer Portal?
What are the methods to access the Customer Portal?
There are 2 methods to access the 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 behaviour. (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 does the 'magic link / Loop' direct access link for the customer portal stay active?
How long does the 'magic link / Loop' direct access link for the customer portal stay 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-lived token that gets stored directly in the customer's 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 to customers' emails 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 subscribers without an active subscription access the customer portal?
Can subscribers without an active subscription access the customer portal?
Yes, subscribers can access the customer portal regardless of their subscription status (active, paused, canceled, or expired). They use the same login method as they would for an active subscription. You need to enable the option for subscribers to receive a direct login link by entering their email on your site.
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 🙂