Skipping an upcoming order is a useful subscription management feature that allows subscribers to pause a scheduled delivery without cancelling their subscription. This flexibility helps retain customers while giving them control over their orders. There are many reasons why a customer might need to skip, including running low on funds, relocating, or simply needing extra time between deliveries.
With Loop, subscribers can easily skip their next scheduled delivery directly from the customer and admin portal, helping brands reduce cancellations and improve retention.
Enabling the skip option in Loop
Follow these steps to complete the process.
Navigate to Loop admin > Customer portal > Preferences > Order actions > Skip order. Enable this setting to allow customers to skip their upcoming orders directly from the customer portal.
Subscribers can skip multiple future orders consecutively, taking advantage of subscription discounts without contributing significantly to revenue. You can prevent this potential revenue loss by limiting the maximum number of consecutive skips allowed per subscription.
How does the skip feature work?
When the skip function is used on an upcoming subscription order, the order is marked as skipped on the Loop customer and admin portal. Here's how a skipped order looks from a customer's point of view.
This is what you see in the Loop admin when there are skipped orders.
A skipped order can be unskipped anytime before the scheduled date.
The skipped orders will remain in the skipped state unless the admin or the customer performs one of the following actions.
Place order
Reschedule order
Delay order
Edit billing/delivery schedule
Pause / Resume subscription
Skipping an order from the Loop customer portal
A customer can skip an order directly from the Loop customer portal. For a customer to be able to do this, the following prerequisites must be met.
Prerequisites
Before executing the process, we need to make sure these things are in place.
The customer should have at least one active subscription with the store.
The option called Skip order should be enable.
Partial skip
By default, Loop smartly recognizes if the customer has multiple items in their subscription and nudges them to skip only selected items from their order. This ensures that you lose minimal revenue due to complete order skips while giving greater flexibility to the customers.
Follow these steps to complete the process.
Subscriber logs in to the customer portal and clicks on the Skip next order button.
If they have multiple products in their subscription, a drawer is opened with a list of products.
From here, the customer can select which products they want to skip from their upcoming order and click the Skip selected items button to confirm.
Once the subscriber confirms the action, the selected items are removed from their upcoming order.
Partial skip experience is not shown to the customers in the following cases.
If there is only one product in the subscription
If there is only one paid product and all other products are free
If the subscription has bundle or prepaid products
Partial skip option is only available on Loop Pro plan. If you are on Free or Starter plan, your customers will see the Complete order skip experience described below.
Complete order skip
Follow these steps to complete the process.
Click on Skip and press Confirm.
Skipping an order from the Loop admin portal
There might be cases where a customer phones in and asks you to skip an order on their behalf. In such cases, if the customer has an active subscription on Loop, you can manually skip an order from the Loop admin portal.
Follow these steps to complete the process.
Navigate to Loop admin and search for the customer's “Subscription ID” in the Subscriptions tab.
Open the subscription, scroll down to the Order Schedule tab and click Skip order on the desired order.
Select "Notify customer" if you want to send an email notification from Loop and click Confirm.
FAQs
Customer no longer sees the option to skip or view upcoming orders?
Customer no longer sees the option to skip or view upcoming orders?
In case customers can not see the option to skip or view upcoming orders, here’s what you need to know:
In most such cases, customers may be confusing the Shopify order details page with the Loop Customer Portal. The Shopify order page only displays past and current orders — it does not offer subscription management options like Skip, Pause, or Reschedule.
Please advise customers to use the “Manage Subscription” button from their Shopify order page. This will take them to the actual Customer Portal where they’ll be able to manage their upcoming orders.
If the issue persists after using the correct path, feel free to share specific customer details so we can investigate further.
Sometimes a subscription order is automatically skipped by the system, and there are no related logs explaining the reason, why does this happen?
Sometimes a subscription order is automatically skipped by the system, and there are no related logs explaining the reason, why does this happen?
Sometimes a subscription order is automatically skipped by the system, and there are no related logs explaining the reason. This behavior can occur when Shopify experiences downtime or temporary errors during the billing process. For example:
If Shopify is down or returns an error at the time the subscription order is attempted, Loop may mark the order as skipped.
No specific logs may appear for the skipped order because the system never successfully processed the billing request.
Key points:
This is not a configuration issue on the merchant’s side.
Orders will be skipped only when the system cannot successfully complete billing due to external failures (like Shopify downtime).
Need help?
No worries - we're here for you!
If you have any questions or need assistance, feel free to email us at support@loopwork.co or chat with us using the support beacon at the bottom right of your screen.
Regards,
Loop Subscriptions Team 🙂