Offer Pausing

Allow customers to temporarily pause their subscriptions, stopping all billing and shipments until they're ready to resume. Pausing provides customers with flexibility while maintaining their subscription relationship and preferences.

Setup

Enable Pausing on Offers

Navigate to Offers → edit your offer → Settings
Check Offer Pause to enable pause functionality
Optionally configure:
- Pause Responder: Email sent when subscription is paused
- Unpause Responder: Email sent when subscription is resumed
Click Save

Pausing Subscriptions

User Interface

Navigate to the active order offer and select Pause from the actions menu. Add notes explaining the reason and confirm the pause.

API Integration

Use the Pause Order Offer API to programmatically pause active subscriptions.

What Happens When Offers Are Paused

Order offer status changes to "Paused"
All scheduled transactions will be marked as skipped the day they are set to bill (no billing occurs)
All future shipments are skipped (no products sent)
Pause notification email sent to customer (if configured)
Audit trail recorded with pause date and reason

Unpausing Subscriptions

User Interface

Navigate to the paused order offer and select Unpause from the actions menu. Add notes explaining the reason and confirm the unpause.

API Integration

Use the Unpause Order Offer API to programmatically resume paused subscriptions.

What Happens During Unpause

Order offer status changes back to "Active"
Future transactions resume normal billing schedule
Future shipments resume normal delivery schedule
Unpause notification email sent to customer (if configured)
Audit trail recorded with unpause date and reason

Important: Transactions that were skipped while paused remain skipped - they are not retroactively billed when the subscription resumes.

Customer Experience

While Active

Normal billing and shipping cycles continue
Pause option available (if enabled on offer)

While Paused

No billing occurs for recurring charges
No shipments are sent
Customer receives pause confirmation email (if configured)
Account and preferences remain intact
Unpause option available

After Unpause

Service resumes on next scheduled billing cycle
Customer receives unpause confirmation email (if configured)
Subscription continues from where it left off

Requirements

Offer must have pause functionality enabled
Customer must have an active recurring subscription
Appropriate user permissions required for manual pause/unpause actions

Benefits

Customer Retention: Prevents cancellations during temporary situations
Flexibility: Accommodates travel, financial changes, or seasonal needs
Relationship Preservation: Maintains customer data and subscription history
Self-Service: Reduces customer service inquiries
Revenue Protection: Customers return rather than cancelling permanently

Common Use Cases

Extended Travel: Customers pause during vacations or business trips
Seasonal Products: Pause supplements during off-seasons
Financial Hardship: Temporary budget constraints
Medical Situations: Recovery periods or treatment schedules
Product Oversupply: When customers have accumulated excess inventory