Subscribers may need to pause their subscription for various reasons. These include incomplete product utilization, travel plans, temporary budget constraints, seasonal usage patterns, or other personal circumstances requiring a short-term break.
Loop offers options that enable both you and your customers to pause or resume a subscription based on their specific needs. This article covers all available features that make it easy for customers to pause or resume their subscription at any point in their journey.
Enabling the pause option
Prerequisite : The customer must have an active subscription on Loop before you can enable the pause setting.
Follow these steps to complete the process:
Navigate to Loop > Customer portal > Preferences > Scroll down to the pause subscription section.
Enable the setting "Allow customers to pause/resume subscription from customer portal" and click Save.
Note 1: If only the parent option is enabled, the user can pause the subscription for an indefinite period.
Note 2: If you disable this option, customers cannot pause or resume subscriptions from the customer portal. The pause/resume option in the admin portal remains enabled by default.
Enable the Pause subscription intervals setting to configure pause intervals and set how pause duration is calculated. Click Save.
Understanding the pause subscription interval options
Setting intervals: Control the pause duration by allowing customers to choose from predefined pause interval options. You can define pause durations based on days, weeks, months, or years.
You can add or remove duration intervals to fit your subscription experience. Click the "+ Add another option" button to add more intervals. Use the bin icon to remove existing ones. At least one duration option must always remain in preferences.
Custom duration: This option allows customers to choose a date when they want their subscription resumed and charged within the defined number of days in the setting.
Pause duration is calculated from the date: This setting offers two calculation methods explained below.
Option | Example |
When subscription is paused: The pause duration calculates from the day the customer pauses the subscription. The subscription resumes automatically after the selected pause interval. | First order placed on May 26. Next order scheduled for June 26 (1-month frequency). Customer pauses on May 29 for 1 month. Next order schedules for June 29, and recurring orders follow accordingly. |
When subscription was going to be charged: The pause date calculates from the next order date. | A customer places their first order on First order placed on May 26. Next order scheduled for June 26 (1-month frequency). Customer pauses on May 29 for 1 month. Next order schedules for July 26 because the next charge date was June 26, and recurring orders follow accordingly. |
If you define anchor-level settings in the selling plan, pause/resume dates calculate based on those settings.
What happens when a subscription is paused?
When a subscription is paused, no recurring charges apply to the contract until it returns to an active state.
Based on the pause method applied, a paused contract follows one of two behaviors:
Pause without auto-resume: The subscription remains paused indefinitely unless you or the customer change the state to Active. Loop clears upcoming orders from the platform (including skipped orders). Loop repopulates these orders once you resume the contract.
Pause with auto-resume: The subscription remains paused for the duration specified when the pause action was executed. The system automatically resumes the subscription after this period. Loop displays the next billing date to you and the customer so you can determine exactly when the subscription will unpause and the next order will process.
Charge on resume setting
When a customer resumes their paused subscription, you control how billing is handled:
Charge immediately: The subscription charges right away upon resuming. Customers can still resume even if you disable this option. For anchor-based subscriptions, Loop prepones orders to the nearest anchor date.
Charge only if the next order date has passed: The system processes a charge only if the scheduled next order date is already in the past. This prevents immediate billing if the subscription is still within its normal cycle.
Charge immediately regardless of the next order date: Billing happens instantly when the subscription resumes, no matter when the next order was scheduled.
You can choose to apply this setting for anchor-based subscriptions. If you exclude this option, anchor-based subscription orders automatically schedule to align with the nearest anchor date instead.
Pause and resume subscription from the customer portal
Follow these steps to complete the process:
Navigate to the Customer Portal > Locate the desired subscription > Click view details.
Scroll to the bottom of the subscription details screen and locate the Pause subscription button. Click it.
Select the desired pause duration interval. Loop shows the rescheduled next order date clearly to the customer upfront. Click Confirm.
Loop pauses the subscription. The customer can resume it at any time by clicking the Resume subscription button.
Pause and resume subscription from the admin portal
Follow these steps to complete the process:
Navigate to Loop > Subscriptions > Click on the subscription ID.
Click the Pause button in the top right corner. Select the desired pause duration and click Confirm. To pause the subscription indefinitely, select the option "No, this subscription will not be auto-resumed."
Note: You can choose whether to notify the customer about the change. If you opt to send a notification, Loop sends it regardless of whether notification preferences are disabled.Loop pauses the subscription. You can resume it at any time by clicking the Resume button.
FAQs
How do I resume a paused subscription?
How do I resume a paused subscription?
You can resume a paused subscription in the following ways:
If the subscription was paused without auto-resume, you must resume it manually. Do this from the admin portal by navigating to Loop admin > Subscriptions, clicking the subscription, then clicking Resume. Your customer can also resume it from the customer portal using the Resume subscription button.
If the subscription was paused with auto-resume enabled, it reactivates automatically on the scheduled date. No manual action is needed.
Here is more information: https://help.loopwork.co/en/articles/12709691-pause-resume-subscription
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Regards,
Loop subscriptions team 🙂