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Retain FAQs

Updated this week

Flows

Is there a way to randomize flavors (variants) for monthly subscriptions?

We cannot really 'randomize' the variants each month, but you can swap the variants each month in a monthly subscription using our FLOWS feature.

How do we make a subscription plan that charges the first shipping fee and makes all additional rebills free shipping? Customer should pay for shipping on the first order only.

To make a subscription plan that charges the first shipping fee and makes all additional rebills free shipping, you'll need to use the Flows feature in Loop as below:
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​First method:
​During the initial checkout, the shipping charges configured in Shopify will apply as usual.
Then, using a Loop Flow, we can automatically apply free shipping on all subsequent recurring orders.
Go to Loop > Retain > Flows > Create a New Flow.
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Choose the When condition: ""When a new subscription is created"".
Choose the If condition – now you can choose the selling plan for which you want to give free shipping.
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In the Then condition, select Update shipping. (You can configure the amount if you want to charge something, or set it to $0 for free shipping.)
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This first flow will trigger free shipping from the second order. If you want to offer free shipping on all recurring orders, create another flow, but this time choose the When condition: ""An order is successfully placed via Loop"", and then follow the same steps. This will apply free shipping to all subscription orders you select.
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​Second method:
​During the initial checkout, the shipping charges configured in Shopify will apply as usual.
Then, using a Loop Flow, we can automatically apply free shipping on all subsequent recurring orders.
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Here’s how to set it up:
Go to Loop > Retain > Flows and click Create a New Flow.
Set the When condition to: “When a new subscription is created”.
For the If condition, select the selling plan for which you want to offer free shipping.
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In the Then condition:
Select Add discount
Choose FreeShipping as the discount type
Specify the number of orders for which you want to apply free shipping
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Save the flow.
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​Note: Please make sure auto update shipping prices are turned off from Settings > Auto-update.

Can I make different gifts for each month of the subscription? Example: Customers of the 2nd month get X gift, customer of the third X gift

To make different gifts for each month of the subscription? Example: Customers of the 2nd month get X gift, customer of the third X gift, you'll need to make use of flows and create separate flows for each gift type.
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Kindly refer to our article for Flows to find more details.

Is it possible to offer free shipping on order over a certain amount or free shipping after customers have certain number of subscription orders?

To offer free shipping on order over a certain amount or free shipping after customers have certain number of subscription orders, please make use of Loop flows:
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Loop > Flows > Conditions that fit your criteria.

How to Offer a Free Gift on the 2nd Order (First Recurring Order)?

If you’d like to offer your customers a free gift on their 2nd order, you can easily set this up using Loop’s Flows feature.
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Follow the steps below:

  1. Navigate to Flows

    1. Go to your Loop Dashboard.

    2. Navigate to Retain → Flows.

    3. Click Create New Flow → Create Your Own Workflow.

  2. Set the Trigger (When Condition)

    1. Under When, choose the trigger:

    2. “A new subscription is created.”

    3. This ensures the flow starts when a customer’s subscription begins, so the reward can be applied to their 2nd (recurring) order.

  3. IF Conditions (Optional)
    If you want the free gift to apply only under specific conditions, you can add an If Condition.
    Examples:

    1. If the subscription is for a specific product or selling plan.

    2. If the order value is above a certain amount.

    3. If the shipping country is specific.

    4. If you don’t need any specific criteria, you can skip this step and move directly to the Then condition.

  4. Define the Action (Then Condition)

    1. Click on Then → choose Add Product One-Time.

    2. Select the product you want to offer as the free gift.

    3. Next, choose the action Add Product with Specific Discount Value.

    4. Set the discount value to 100% — this makes the product free.

  5. Enable Reward Notifications (Optional but Recommended)

    1. At the end of the flow setup, you’ll see the option Reward Notifications.

    2. Enable this option if you want to notify customers when the free gift or discount has been applied to their order.

    3. This helps improve customer engagement and transparency.

At the bottom of a flow, what does this order count in 'hide reward banner' mean exactly?

The order count in 'hide reward banner' on Flows indicates the number of orders placed after the flow is triggered, which determines when the banner will be hidden. In other words, it’s the order count after the flow has been triggered.

How can I implement trial subscription model without using Loop Flows ?

You can implement trial subscription without flows with a slight limitation. In Loop > Acquire > Selling plans, create a selling plan which has 100% discount and configure the selling plan to change discount after the initial order to 0%. This will make the first order free, making it a trial period.

Can we have the option to trigger the flow based on $ spent?

Yes we do have the option to trigger the flow based on $ spent. Please use Subscription value and Total specific subscription spent iin your flows.

Can I set up a customer to start as a semi-annual subscriber and, at the end of that period, automatically migrate to the monthly plan?

You can set up a customer to start with a semi-annual subscription and then automatically switch to a monthly plan after the initial period. Here's how you can do it:

  1. Create Two Selling Plans:

    1. One for the semi-annual plan.

    2. Another for the monthly plan.

  2. Set Up a Loop Flow:

    1. Use Loop Flows to trigger an automatic switch from the semi-annual plan to the monthly plan after the initial 6-month period.

  3. Configure the Flow:

    1. Set the flow to activate when the subscription reaches the end of the 6-month term.

This will automatically update the customer’s subscription to the monthly plan.

How can I send a gift to a customer when they subscribe to their first subscription order?

Currently, Loop doesn’t offer the ability to add a gift to the first order of the subscription since the subscription is treated as 'created' after the order is placed. However, you can easily set up free gifts from the second order onward using the Flows feature available in our Pro Plan ($399 + 0.75%).
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If you’d prefer to offer a gift with the first order, we recommend using the EasyGift app on Shopify: EasyGift App on Shopify

Why is Shopify > Products section showing the one time add-on product as a subscription item?

Shopify shows a one-time add-on product as a subscription product, because when we add a one time add-on in a subscription, we add it as a subscription item itself, and remove it once the order is processed.

Streaks

Why is the streak limited to the first 5 orders only?

The Streak is limited to the first 5 orders only because the first 4–5 subscription cycles are crucial habit-building moments. After 5 orders, most customers who’ve consistently engaged are likely to have formed a routine, experienced product benefits, and become loyal users.
Pushing the streak beyond this point may feel repetitive or transactional. Limiting it to 5 ensures the right balance between motivation and flexibility, without overburdening the most engaged subscribers.

Related Articles
Flows
Reward journeys
Subscription discounts
Trial subscription
Manage subscription FAQs
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