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This guide explains how to add or remove products to/from a customer’s subscription. It covers two common use cases: adjusting products after a plan change, and adding additional products (add-ons) to an existing subscription.

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Adjust Products After a Plan Change

If a customer changed their plan (see Change the active plan of a subscription for more details), you may also want to adjust the products that came with that plan change.

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Steps

  1. Go to Customers and look for the customer
  2. Scroll down to the Active Products section
Active Products Section

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To Add a Product

  1. Click on Add product in the top right
  2. Choose the product to add from the dropdown. You can search and select any product in your project. Products that are not allocated to the subscription’s plan group are labeled “Not eligible for this subscription’s plan” in the search results. When you select such a product, a warning appears—you can still add it manually, but customers won’t be able to add it themselves in the Self Service Center. If you need to make the product available to customers, you can update the plan group eligibility for that product.
  3. Select the Product type:
    • Recurring / scheduled - The product will be shipped on a regular schedule. You’ll need to pick a shipping date.
    • One-off add-on - The product will be included in the next order automatically, then removed from the subscription. No shipping date needed.
Add Product Dialog Depending on the product you’re about to add, this will adjust the monthly price. If you don’t want it to affect the monthly price, make sure to select a product that has a monthly price set to €0. For recurring products, the Shipping date field indicates the day that the order will get created. For one-off add-ons, this field is not required since the product is included whenever the next order is generated.

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To Remove a Product

Simply click on Remove next to the product. This will change the monthly amount. It will not trigger any logistics processes.

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Add an Add-On Product

Add-on products are products that a customer is subscribed to next to their monthly plan.

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Steps

  1. Go to Customers and look for the customer
  2. Scroll down to the Active Products section
  3. Click on Add product in the top right
  4. Choose the product to add. You can select any product—those outside the subscription’s plan group are labeled as such, but you can still add them manually.
  5. Select Recurring / scheduled as the product type (or One-off add-on if you want the product included in the next order only)
As this will be an add-on product, you probably want to charge the customer extra for being subscribed to this product. Therefore, make sure the product has a monthly price set. For recurring add-ons, the Shipping date field indicates the day that the order will get created. For one-off add-ons, the product is included automatically in the next order, so no shipping date is needed. The new price will be charged on the next regular scheduled billing moment. For example, if an add-on of €5/month is added to your current €25/month plan 5 days in advance of your regular billing moment, the regular billing moment will become €30.

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To Remove an Add-On Product

Simply click on Remove next to the product. This will change the monthly amount. It will not trigger any logistics processes.

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Informing the Customer

There is no automated email that informs the customer about a change in products. Make sure to contact the customer manually and confirm the change to their subscription.