Managing customer subscriptions

Once a customer subscribes to one of your products, you'll need to keep track of that subscription — check its status, step in if a payment fails, or immediately cut off access if something looks wrong.

This article covers viewing and managing customer subscriptions from Storefront Manager. For setting up the products themselves, see Creating and Managing Products in Storefront.

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Viewing all subscriptions

Select Products from the main navigation menu in Storefront Manager. This is separate from Settings → Product Catalog, which is where you create and manage the products themselves — see Creating and Managing Products in Storefront if that's what you're looking for.

If you don't have any subscribers yet, you'll see a link to add a product instead. Once you have at least one subscription, this page shows a table with:

• ID
• Customer
• Product Name
• Price
• Billing Period
• Status
• Created Date
• Renewal Date

You can search the table by ID, customer, or product name; filter by status, product, or billing period (only products and billing periods with at least one subscription appear as filter options); and export the full table to CSV.

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Subscription statuses

Note: Your customers don't see these four statuses the way you do. On their side, both Suspended and Expired subscriptions simply show as "Expired" — Storefront doesn't expose the distinction to avoid confusing them with reseller-facing terminology. If a customer says their subscription shows "Expired" but they'd like it back, check the actual status on the subscription details page in Storefront Manager before telling them it's unrecoverable. A Suspended subscription can still be reactivated; a genuinely Expired one cannot.

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The subscription details page

Click any row in the subscriptions table to open that subscription's details page.

Overview tab — subscription status, a link to view the product, pricing and billing details, the current billing cycle, and the create date. Customer details appear in the right-hand column with a link to the customer's own details page.

Orders tab — every order tied to this subscription, including the original purchase and every renewal since (each renewal creates its own order).

Event Log tab — the subscription's event history, filtered from the same event log used across Storefront Manager. See Using the Storefront Event Log for how to read and search event log entries.

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Managing a subscription

Enabling or disabling renewal

Available while a subscription is Active.

• Disable Renewal — turns off auto-renew. The subscription keeps running until its current billing period ends, then moves to Suspended rather than renewing.
• Enable Renewal — available once renewal has been disabled. Turns auto-renew back on for the current subscription.

Both actions show a confirmation pop-up before taking effect.

Suspending a subscription immediately

Use this when you need to cut off a customer's access right away — for example, suspected fraud or a customer mistake — without waiting for the billing period to end and without deleting the subscription.

1. Open the subscription's details page.
2. Click Suspend Subscription.
3. Confirm in the pop-up.

The subscription moves to Suspended immediately. The customer keeps their subscription record, but can no longer use the service.

Reactivating a subscription

Available while a subscription is Suspended.

1. Open the subscription's details page.
2. Click Reactivate Subscription.
3. Confirm in the pop-up.

If the subscription is still within its current billing period, it returns to Active with no charge. If it's past the billing period, Storefront charges the customer's card on file — if the charge succeeds, the subscription returns to Active; if it fails, the subscription stays Suspended.

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Refunding a subscription

Subscriptions are refunded through the same refund flow as any other order — open the order from the subscription's Orders tab, or from the Orders page directly, and issue a full or partial refund. See Issuing Refunds in Storefront for the full refund process, including Stripe fees and processing times.

The subscription-specific choice comes up during the refund: whether to also de-provision the service.

• De-provision selected — the subscription is immediately suspended and canceled, and shows as Expired in Storefront Manager. The order shows as Refunded or Partially Refunded.
• De-provision not selected — the subscription stays Active and continues billing normally. The order still shows as Refunded or Partially Refunded.

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Viewing subscriptions from a customer's account

A customer's subscriptions also appear on their own customer details page in Storefront Manager, filtered to that customer, the same way their orders and domains do. This is a quick way to see everything a specific customer subscribes to without searching the full subscriptions table. See Managing Customer Accounts and Domains for more on the customer details page generally.

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What your customer sees

Customers manage their own subscriptions from their account on your storefront, under Your Subscriptions. From there they can:

• View all their subscriptions, with status (shown as Active, Payment Failed, or Expired — see the note above on how this maps to your view), created date, and renewal date.
• Cancel an active subscription, which turns off auto-renew. It keeps running until the current period ends, then moves to the customer-visible "Expired" state.
• Resume a subscription they previously canceled, as long as it hasn't reached its period end yet — this undoes the cancellation with no other change.
• Reactivate a subscription within 7 days of it lapsing. This retries their payment method automatically. Past the 7-day window, the customer no longer has a self-service option and only you can reactivate it from Storefront Manager.

Customers also receive automatic emails at key points in the subscription lifecycle:

• A renewal reminder, timed to the reminder dates you set when creating the product, worded differently depending on whether their auto-renew is on (their card will be charged) or off (their subscription is ending).
• An expiration email, sent the day after a subscription lapses.
• A payment failed email, sent when a renewal payment doesn't go through, with a link for the customer to update their billing information.

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Troubleshooting

A customer says their subscription shows "Expired" — can it still be recovered?
Check the subscription's actual status on its details page in Storefront Manager. Customers see "Expired" for both the Suspended and Expired states. If it shows Suspended in Storefront Manager, you can still reactivate it. If it shows Expired, the subscription is terminated and the customer needs to start a new one.

A subscription shows Payment Failed — what do I need to do?
Nothing right away — Storefront automatically retries the customer's payment method. If the customer needs to update their card, direct them to their billing page. If retries don't succeed, the subscription moves to Suspended.

I need to cut off a customer's access immediately.
Use Suspend Subscription from the subscription's details page. This blocks access without deleting the subscription record, and it can be reactivated later if needed.

A customer is past their 7-day self-service reactivation window and wants their subscription back.
You can still reactivate it from the subscription's details page in Storefront Manager. If it's outside the current billing period, reactivating will charge their card on file.

I refunded an order, but the subscription is still active.
That's expected if you didn't choose to de-provision during the refund. Open the subscription and suspend it manually if you want to cut off access, or reopen the refund flow if you meant to select de-provision.

Can I assign a product to a customer manually within the Storefront Manager?
At this time, a product can only be added to a customer if the customer purchases that product from your Storefront. This feature will be added shortly, so check back soon!

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Related articles

• Creating and Managing Products in Storefront
• Issuing Refunds in Storefront
• Working with Customers and Domains
• Using the Event Log