Accessing the Self Service Center
For Shopify merchants, the recommended way to give customers access to the Self Service Center is through the Shopify Customer Account Extension. This adds a subscription management widget directly to the Shopify customer account page, allowing customers to view their subscriptions and access the Self Service Center seamlessly from their Shopify account. Learn more: Setting Up the Customer Account Extension For non-Shopify projects or as an alternative access method, customers can log in via a magic link sent to their email address. You can find the login URL for your Self Service Center in Settings > Self Service Center in the Firmhouse portal. Include this link in your emails and on your website so customers can easily access their account. Learn more: Let Customers Manage Their SubscriptionAdding and Managing Products
Customers can add new products to their subscription or manage existing ones directly from the Self Service Center. When adding or managing products, they can browse your available catalog, select multiple items, adjust quantities, and review their changes before confirming. With the New Self Service Center enabled, a new “Manage products” button becomes available that lets customers edit their current subscription contents using the same catalog interface. This provides a unified experience for both adding new products and modifying existing ones. You can control which products are available for customers to add by configuring product-level settings. Products added through the Self Service Center are bundled with the customer’s next scheduled shipment. Learn more: Allow Customers to Add Products | New Add Products FlowChanging Product Quantities
Customers can adjust the quantity of products in their subscription. When they change a quantity, the update applies to their next scheduled order. This is useful for customers who want to stock up or reduce their order size temporarily. Learn more: Changing Product QuantityChanging product options
When product swap is enabled, customers can swap a product on their subscription for another option (for example, a different variant in the same product group or another product from the catalog, depending on your configuration). The price automatically updates to the new product so the next order reflects the correct amount. You can enable this feature in Settings > Self Service Center by checking “Allow customers to swap products”. You can also configure whether customers can swap within the same product group only or choose from your full catalog. Learn more: Enable Product SwapAdjusting Delivery Frequency
Customers can change their delivery frequency by switching to a different plan within the same plan group. For example, they might switch from a monthly plan to a quarterly plan based on their consumption patterns. When plan switching is enabled, customers can browse available plans and select one that better fits their needs. You can configure how contract terms are handled during plan switches, either preserving the customer’s existing commitment or applying the new plan’s terms. Learn more: Changing Plans and FrequenciesChanging the Next Delivery Date
Customers can reschedule their next delivery or billing date. This is helpful when they’re traveling, already stocked up, or simply need to adjust their delivery timing.Snoozing and Skipping Orders
Customers can snooze their upcoming order by one week or skip it entirely. This applies to all products scheduled for the upcoming order moment. Snoozing and skipping can be done directly from the Self Service Center or via hotlinks in emails. Learn more: Snoozing and Skipping OrdersPausing and Resuming Subscriptions
Customers can pause their subscription when they need a break and resume it when they’re ready. This is a powerful retention tool that gives customers an alternative to cancelling outright. Learn more: Pausing and Resuming SubscriptionsViewing Invoices and Payment History
Customers can view all their invoices and payment history in the Self Service Center. They can see invoice statuses (open, paid, credited) and access invoice details. This transparency helps customers understand their billing and reduces payment-related support requests. Learn more: Invoices in the Self Service CenterInitiating Product Returns
Customers can start a return request directly from the Self Service Center. They select which products to return, provide a reason, and track the return status. This self-service approach reduces the overhead of managing returns through customer support. Learn more: Set Up Product ReturnsCancelling Subscriptions
Customers can initiate a cancellation from the Self Service Center. Depending on your configuration, they may see retention offers or be asked for feedback before the cancellation is processed. You can configure cancellation strategies at the plan level to control when and how cancellations take effect. Learn more: Cancellation Strategy | Cancellation Feedback and PreventionCustomer Service Page
You can add a dedicated customer service page to the Self Service Center with your support contact information, FAQs, and other helpful content. This gives customers easy access to help when they need it. Learn more: Customer Service PageCustom Code and Tracking
You can add custom code to the Self Service Center for analytics tracking, support widgets, or other integrations. The custom code settings allow you to insert JavaScript and HTML into the header or body of the Self Service Center pages. This is useful for adding tools like Google Tag Manager, live chat widgets, or conversion tracking pixels. To add custom code, go to Settings > Self Service Center and scroll to the Custom code section. Add your code to the Header field (for code that should appear in the<head>) or the Body field (for code that should appear in the <body>).
Learn more: Analytics and Tracking Scripts