Letting subscribers change products without contacting support

Configure an explicit set of eligible replacements, show the charge before the subscriber confirms, and identify the first order expected to contain the replacement. In Loop, subscribers make and confirm a swap in the Customer Portal; check the resulting subscription price and order before offering the option.

Limit choices to products the plan can support

Decide whether subscribers can change a variant, quantity or recurring product, and which alternatives their plan supports. Exclude unavailable items or options that do not fit the delivery schedule, and make clear whether a choice replaces the recurring product or adds a one-off item to the next order.

In Loop, go to Loop > Retain > Product swaps and enable permission under Customer permissions. Set the swap profile to Active in the Admin Portal; Draft profiles do not appear in the Customer Portal. Select the products to offer and the products to exclude; exclusions override selections if a product appears in both.

Set the discount settings for swapped products. When a product has multiple variants, the same product can appear in the swap drawer; the current variant itself is not shown as a swap option.

In Seal Subscriptions, product swaps are only possible before renewal. Prepaid subscription items already paid for cannot be swapped.

Shopify Subscriptions lets merchants edit a contract’s products, quantity and delivery frequency in Shopify admin under Apps > Subscriptions > Contracts; changing delivery frequency also updates billing frequency. Customers can manage their contracts if subscription management is activated, but check that the installed app exposes product swaps in the customer experience before offering them.

Preview the first affected order

Before the subscriber confirms, show the current and replacement product and variant, quantity, current recurring charge, revised charge and next order expected to use the replacement. Include any swap discount used, and do not assume the catalogue price or an existing discount carries through.

Verify the charge stored on the subscription rather than relying on the catalogue price. In Loop, the subscription price updates according to the applicable swap discount settings; check the displayed amount against the resulting recurring subscription price.

State which upcoming order is expected to contain the new product. If an order has already been created or released for fulfilment, check that order before promising the swap will affect it.

Key metrics for successful product swaps

Confirm both the plan and the order

In Loop, the subscriber logs into the Customer Portal, opens the subscription, clicks Edit next to the product, selects a replacement in the swap drawer and clicks Confirm swap. The new product replaces the old one, and the subscription price updates according to the applicable swap discount settings.

After confirmation, show the updated recurring product and price separately from the upcoming order, and identify the first order expected to contain the replacement. A change to the subscription may affect an order already created or released for fulfilment differently, so check the order itself.

Test a variant change, a price change, an unavailable replacement and a request made after an order has been created or released. Compare the account view, scheduled charge and fulfilment record; if a change cannot be completed online, make its status clear and provide a direct support route.