Below are some situations you may encounter when setting up Workflows for trial subscriptions. Be sure to review our guide on Trial Period Workflows, as this guide covers the basic setup process and FAQs.
Managing “Add Product” and “Swap Product” options with a free trial item
Example: A customer goes to their customer portal and swaps from their current subscription to a free trial product.
You can disable the ability to add or swap a product from the Customer Portal. These permissions can be adjusted via the Customer Portal settings area:
However, if you still want customers to be able to add or swap, you’ll need to use the duplicate auto renew product, which is created after saving ruleset, for the trial pricing. This product is not displayed in the product list. Recall that the ReCharge checkout uses this hidden product to create the first subscription order.
Users abusing the Free Trial
Example: Customers keep buying the free trial and canceling before getting charged.
There’s no way to stop customers from signing up for multiple free trial products, especially since they could just create new email accounts to create more orders.
The best way to avoid exploitation is to adjust your cancellation permissions via the Customer Portal settings. You can eliminate the ability to cancel via the Customer Portal, or require a set number of charges to occur before cancellation is possible. In both scenarios, customers are presented with an email address if they wish to cancel.
Changing the Product Image
Example: Customers are getting an entirely different item after the trial ends and the regular, recurring orders begin. The product image needs to change to reflect that.
In order to change the product image, the Workflow actions must include the new product ID and variant ID for the recurring orders.
Incompatible with CartHook and other checkout apps
Please note that Workflows will not work if your site uses apps that disrupt our checkout (such as Carthook).
Start as generic as possible by looking for a common denominator.
If you want to set free trials to different products, look for common details within those products. Like “Bone broth extra salty” and “Bone broth sodium free”—you can build a Workflow by using product_title contains “Bone broth” and then look for specifics attributes in search.
Note: The product that you're switching to in Actions must be within a ruleset within ReCharge.
This will save time since you will be using only one Workflow instead of creating a Workflow from every single product. A good generic option is to use subscription_price = $0.00. That will hit pretty much all free trial products. Then you can specify things in searches under a single Workflow.
Use a variant override
Getting the right product/variant ID can be difficult. We have the variant IDs from the original products in the Variant Override tool (currently in beta). Contact support for more information until this feature is public.
Avoid using variant ID for searches as much as possible.
Shopify will drop all the variants of a product and recreate them often, like when variants are changed or even when product changes are made. Every time this happens, the variant ID will change and the Workflow will not work. It’s better to use SKU, variant title, and other more consistent attributes whenever possible.
Also, be sure to check if a variant ID exists, even if Workflow was working before.
The Workflow feature is highly customizable and open-ended. There are many ways in which it can be configured. You may notice after running a test order that the Workflow has not been triggered. Below are some common reasons Workflows fail and other troubleshooting tips.
- Is your Search set to "equal" rather than "contain"? Keep in mind that you're searching for the hidden duplicate product that's created after saving the ruleset. This product includes "auto renew" in its title, so you'll either need to broaden your Search to "contain" or use the exact product title ("Product X Auto renew").
- Did you change all the appropriate product details for the recurring order? For example, changing the product SKU for the recurring item does not automatically change the product title. You’ll need to set this parameter in the Workflow for it to update on the recurring order. If you did not, the recurring order may look the same as the initial trial order, even though the Workflow has successfully been triggered.
- If your shipping data is missing the code, price, or title: Remember you have to set the three different shipping attributes in order to apply them all. If you do not specify some of them, they will not be set
- If your Workflow suddenly stopped working: Check if the Workflow has the correct variant_ids in searches. Variant IDs change quite often when editing products.
- Not sure how the Workflow is triggering? You can use the Customer Action Log CSV (under Reports) to see what actions have been triggered for the Workflow.