Once you've set up a subscription for a customer in SparrowHub, they'll receive a link via email to complete a one-off checkout. This step is where they confirm their details and save a card for the recurring payments.
After this initial checkout is complete, everything runs automatically - each cycle, their saved card is charged and the order lands in Send > Open Orders > New Orders for your team to process.
This guide walks through what the customer sees during that checkout, so you can confidently support them if they get stuck or have questions.
The customer experience
Step 1
The customer opens the subscription checkout link from the email they've received
Step 2
The customer will see a pending subscription screen showing the pharmacy name, subscription title, and a summary of the items included
Step 3
Click Proceed to Payment to continue
Step 4
The customer must enter in their card details and press Save Card
If the customer has previously saved a card (e.g. from a previous subscription), they can choose to use an existing card instead of entering new details.
Step 5
Once the payment details are saved successfully, the customer will be shown a success screen
Frequently Asked Questions
Why does the customer need to save a card?
The saved card is what powers the subscription. Without it, there's no way for each new cycle to be charged automatically, which would break the subscription flow.
When is the customer charged?
The customer's saved card is charged at the start of each cycle, just before the next order is generated. The amount and schedule are clearly shown in their Subscription Summary at checkout. The customer is sent an email prior to each payment being processed.
Is the customer's payment information secure?
Yes - all card details are handled via a secure, encrypted payment system.
What happens if the customer doesn't complete the checkout?
The subscription stays in a pending state and no orders will be generated until the customer completes the checkout. If a customer is taking a while to finalise, you may want to follow up with them directly.
What should I tell a customer who wants to change their products or frequency?
Any changes to the items, quantity or schedule are made by your pharmacy staff from within SparrowHub. At the moment, the subscription would need to be cancelled and recreated with the adjustments they'd like to make.
What should I tell a customer who wants to cancel?
Let them know you can cancel the subscription for them from within SparrowHub. For instructions, see How do I cancel a subscription?.