Product swap in a subscription allows customers to replace the item they receive without canceling their subscription. This helps when preferences change or when they want to try something new. Subscribers can continue their subscription while personalizing their experience, which supports better retention and satisfaction.
This article covers how to set up the product swap option and how it works from both the customer portal and the admin portal.
Enabling the swap option
Follow these steps to complete the process.
Navigate to Loop > Retain > Product swaps. Enable the permission under "Customer permissions" section to enable the swap setting for the customer portal.
Note: A swap profile appears in the Customer Portal only when its status is set to Active in the Admin Portal. Swap profiles in Draft status will not be shown.
In the Swap profiles list, click General swap profile to configure the default swap experience.
Set up the discount settings for the swapped product.
Select the products you want to make available to your customers for swapping.
Select the products you do not want to offer for swapping under the Excluded products section.
Note: This setting overrides the selected products setting. If a product is added to both the swap settings and the exclusion list, it is not offered for swapping.
Swapping a product from the customer portal
Your customers can swap their product after purchase directly from the customer portal.
Follow these steps to complete the process.
The customer logs in to the customer portal, opens the subscription, and clicks Edit next to the product.
The swap drawer opens. The customer selects the product to swap and clicks Confirm swap.
The new product replaces the old one, and the subscription price updates accordingly as per the applicable swap discount settings.
Note: For products with multiple variants, the same product can appear in the swap drawer, since subscribers may want to switch to a different variant within that product. The current variant itself is not shown as a swap option.
Swapping a product from the Loop admin portal
A customer may call in and ask you to swap a subscription product on their behalf. In such cases, you can manually swap a subscription product for the customer from the Loop admin portal.
Follow these steps to complete the process.
Navigate to Loop admin > Subscriptions, then search for the customer using the Subscription ID.
Click the pencil icon in front of the product to be swapped.
In the pop-up, click Change product and select the product you want to swap from the list.
Set up the discounts you want to provide on the swapped product, then click Save.
The new product replaces the old one, and the subscription price updates accordingly.
FAQs
Where can I find the product swap settings in Loop?
You'll find product swap settings under Loop Admin → Retain → Product swaps. This is where you can enable swapping, choose which products customers can swap to, and set price rules. Product swap settings are not in Customer portal → Preferences
Can subscribers on prepaid subscriptions swap products?
Yes, subscribers on prepaid subscriptions can swap products. They can swap between variants of the same product or swap to a completely different product
If a subscriber tries to swap to a product that is out of stock in shopify, will the subscription still proceed?
How the subscription proceeds can be configured from the Inventory settings in Loop under Tools & apps > Inventory. However, these settings only apply if the "Inventory Tracked" option is enabled for the product in Shopify's Products section. If inventory tracking is disabled, the swap product will be billed and processed as normal, even if it's out of stock in Shopify.
Is there a fallback mechanism in Loop to automatically replace an out-of-stock swapped product?
No, Loop does not currently support a fallback or backup product mechanism for swaps.
Can subscribers swap products in a bundle subscription?
Yes, you can allow variant swaps within a bundle subscription, but full product swaps are restricted for bundles. You can control this in Retain → Product Swaps.
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Loop subscriptions team 🙂