People who want to cancel often have a simple reason: too much stock at home, a holiday, a tight budget. Without a conversation, such a request quickly ends in a cancellation. In the ticket, your team can offer alternatives in the same conversation and put them into effect with one click: skip the next delivery, reschedule the order, reduce the quantity or pause the subscription.
| Action | What happens | Fits when the customer … |
|---|
| Skip next delivery | Only the next delivery is dropped, then the subscription continues as normal | wants to pause once, for example due to stock at home or a holiday |
| Reschedule next order | Only the next order gets a new date, later ones keep their schedule | needs the delivery a little later |
| Update quantity | The quantity of one product in the subscription changes | wants less or more of a product |
| Pause | The subscription rests without an end date until it's resumed | wants a longer break without cancelling |
| Cancel | The subscription ends, optionally with a comment | has made a final decision |
| Reactivate | A cancelled subscription runs again | wants to come back |
Skipping and rescheduling only ever affect the next order. That's easier for customers to understand than a pause, because they know exactly when the next delivery arrives. Loop doesn't support pausing for a fixed number of days.
Before every action, armincx checks that the subscription belongs to the ticket contact's email address. If a customer writes from a different address than the one they used to order on Shopify, armincx won't find their subscription. Your team then updates the email on the contact. That way only subscriptions that really belong to the customer in the ticket can be changed.
All write actions require approval by default. It's best to keep cancellation subject to approval until you trust the agent's process, because it ends the subscription. For skipping and rescheduling, you can weigh up whether to relax approval earlier, since both only affect a single delivery.
