You may need to add a new product to a customer's current subscription order. This guide provides instructions on how to add an additional product to a new or existing order.
Before you start
- This guide should not be used for prepaid orders. If you need to import prepaid orders contact the support team.
- If you are looking to replace a subscription product with a new subscription product, you can also use the swap button.
Step 1 - Locate the customer
When logged into your merchant portal, select the Customers tab and search for the specific customer who requires this new product. Click on the customer's name to open their customer account.
Step 2 - Add a new product
On the Customers tab, select Add Product under the address and subscriptions where you would like to add the additional product.
On the following page, search and select the subscription product that will be added to the upcoming order.
Step 3 - Select the next charge date
Once you've searched and selected the product from the menu, you will be able to set product parameters. This includes the delivery frequency, quantity, next billing date, and the specific address.
By default, the next charge for existing products will appear first in the dropdown. Within the dropdown, you can also select Custom Charge Date and use the date picker to choose a different date.
Note: If you select today's date, you should then choose to process the charge manually. For details on how to do this, see our guide on Manually triggering a recurring order immediately.
Cancel a previous subscription
If you are adding a new product to replace another product, you will also need to cancel or delete the previous product.
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