Shopify Subscriptions

Unfortunately, this app has had a significant negative impact on our business.

The biggest issue is that when a customer changes a product variant, the purchase option automatically switches from One-time purchase to Subscribe & Save. In our experience, this resulted in customers being enrolled in subscriptions they never intended to purchase. I arrived at work on Monday morning to find that nine customers had been subscribed incorrectly, and one of our long-standing customers, who has spent over £30,000 with us, decided to stop buying from us because of the experience saying we are a company trying to deceive and scam.

I contacted Shopify Support expecting there to be a setting to keep One-time purchase selected by default regardless of variant changes. Instead, I was informed that this is simply how the app is designed and that it cannot be changed through the available settings.

If you plan to use this app, be aware that it may not work as expected straight out of the box. In our case, we needed a developer to implement a custom solution to prevent the purchase option from changing automatically.

I hope Shopify either adds a setting to control this behaviour or changes the default functionality, as it has the potential to create confusion for customers and unnecessary issues for merchants.

We have been experiencing ongoing issues with customers not being able to modify their own subscription details properly. This has caused a lot of extra communication and confusion between our team and customers.

I have already contacted the app support team regarding this, but so far it seems that they do not consider it to be an issue on their end. This has made the communication quite difficult.

At this point, we already have many customers using subscriptions through this app, so uninstalling or switching the app is not a practical option for us. We really need these issues to be properly reviewed and fixed.

Customers are allowed to choose a subscription, get the discount and then cancel the subscription after they have used the discount for the one purchase which defeats the whole point of a subscription. Customers must not be able to cancel until a minimum of 2 successful subscriptions.