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How can customers skip an order?

How subscribers skip an upcoming order, how to turn skipping on or off, and how to limit how many orders a customer can skip.

Overview

Subscribers can skip an upcoming order from the customer portal. When they skip, Appstle doesn't bill or ship that order, and the subscription continues on the next scheduled date. You can also limit how many orders a customer can skip.

How customers skip an order

Inside Shopify customer accounts

  1. The customer signs in to their account on your store.

  2. They open Subscriptions from the account menu or click Manage subscription.

  3. They open the subscription and click Skip order on the upcoming order.

  4. They click Skip order in the popup to confirm. The next order date moves to the order after it.

On your online store

  1. The customer signs in and clicks Manage Subscription, or goes to /apps/subscriptions on your store.

  2. They open the subscription. On the Scheduled tab, they click Skip order next to the order.

  3. They click Skip order in the popup to confirm. The order leaves Scheduled and shows as Skipped in History, where the customer can click Unskip order to bring it back.

Turn skipping on or off

  1. In the Appstle Subscriptions app, open Customer Portal.

  2. Click Customize portal.

  3. Open the Features tab.

  4. Under Subscription actions, turn Customers can skip upcoming orders on or off.

Prepaid subscribers skip deliveries instead. To allow that, turn on Customers can skip prepaid deliveries under Prepaid subscriptions on the same tab.

If your Customer Portal page has a Configuration tab and no Customize portal button, turn these on there instead: Allow customers to skip their upcoming subscription order and, for prepaid deliveries, Let customers skip individual fulfillment orders from the fulfillment tab.

Customer Portal → Customize portal → Features → Subscription actions.

Limit how many orders customers can skip

Set a limit to stop customers from skipping order after order. It's off until you turn it on, and it covers the skips customers make in the customer portal and by text message.

  1. In the Appstle Subscriptions app, open Customer Portal.

  2. Click Customize portal.

  3. Open the Settings tab.

  4. Under Skipping, turn on Limit how many orders customers can skip.

  5. Under Count skips, choose In a row (consecutive) or Overall (any skips).

  6. Under Maximum skips allowed, enter a number of 1 or more. It starts at 3.

  7. Click Save.

If your Customer Portal page has a Configuration tab, the same three settings are there, right below Allow customers to skip their upcoming subscription order.

Customer Portal → Customize portal → Settings → Skipping.

The Skipping section only appears while Customers can skip upcoming orders is on. The two Count skips options work like this:

Count skips

What it limits

In a row (consecutive)

Customers can't skip more than the maximum number of orders in a row. When they keep an order, the count starts again.

Overall (any skips)

Customers can't skip more than the maximum number of orders over the life of the subscription.

Skips count no matter who made them or when, including orders you skipped and orders skipped before you turned the limit on. An order that's unskipped stops counting.

What customers see

When a customer who has reached the limit tries to skip, a message opens instead of the confirmation, and the order isn't skipped: "You've reached the skip limit. You can skip at most 3 orders in a row." With Overall, it ends "on this subscription." The number is your maximum.

To change the wording, search for skip limit in the portal editor's search box and edit the two messages under Skip and unskip an order. Keep {{skipLimit}} in the text so the number shows.

When the limit doesn't apply

The limit doesn't stop these skips:

  • Skips you make for a customer in the Appstle admin.

  • Skips of prepaid deliveries.

  • A skip a customer accepts in your cancellation or pause flow.

  • Skips made through Klaviyo Customer Hub.

Good to know

  • Under Customize portal → Settings → Timing limits, Canceling, pausing or skipping sets when, before the next order, customers can still skip. It also applies to rescheduling, changing frequency and ordering now.

  • If Lock subscriptions until the minimum number of orders is on (Customize portal → Features → Retention), customers can't skip until they've received the minimum number of orders set on their plan.

  • The button and badge text in this article is the default, and you can change it. See Skip Order Button Text and Skip Badge Text.

Other ways to skip

  • By text message: customers can reply SKIP to an upcoming-order SMS. See Two-Way SMS.

  • By you: open the subscription in the Appstle admin and skip the upcoming order for the customer. The skip limit doesn't stop your skips, but they count toward the customer's limit.

Need help?

You can chat with us live from the Appstle Subscriptions admin app or email subscription-support@appstle.com.

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