Order pauses in Ooooby offer flexibility for both customers and hubs, allowing for temporary halts in subscriptions without cancelling them. This guide provides detailed instructions on how customers can pause their own orders, how hubs can pause orders on behalf of customers, and special considerations for fortnightly subscriptions.
Customers Pausing Their Own Orders
How to Pause:
Access Dashboard: Customers log in and navigate to their dashboard.
Edit Pauses: Click on 'Edit Pauses' to view upcoming subscription dates.
Select Dates to Pause: Click on a scheduled date to pause it. The date will grey out, indicating it's paused. Press 'Save' to confirm.
Unpausing:
To resume an order, customers simply reverse the pausing action and save their changes.
Fortnightly Subscriptions
Customers with fortnightly subscriptions see their orders set to a bi-weekly pattern. Pausing affects one scheduled date at a time. If a customer wants to shift their delivery schedule (e.g., pause the 16th November order and resume on the 23rd November to adjust the fortnightly cycle), they must contact the hub directly to modify the delivery offset.
Hub Pausing a Customer's Order
Hubs can also pause orders on behalf of customers:
Navigate to Customer Overview: Find the customer’s profile.
Access Subscriptions: Click on 'Details' next to the relevant subscription, then on 'Pauses'.
Pause Dates: Follow the same pausing process as customers.
Switching The Fortnightly Schedule:
Hubs can adjust a customer’s fortnightly delivery schedule:
Edit Subscription: In the customer’s subscription details, click 'Edit'.
Adjust Next Delivery Offset: Change the offset to "1 week later/earlier" as required.
Update Subscription: Press 'Update Subscription' to save changes.
Payments and Pauses (and Cancellations)
Advance Billing Pauses
Email Notification: Customers pausing their subscription receive an email confirmation.
Scheduled Payment Impact: Pausing the next box cancels the scheduled payment. Pausing any other box doesn't affect payments.
Debt-Based Billing Pauses
No Payment Cancellation: For hubs using debt-based billing, adding pauses doesn’t cancel any payments, regardless of which box is paused.
Debt-Based Billing & Cancellations
Subscription Cancellation: Like pauses, cancelling a subscription under debt-based billing doesn’t automatically cancel any payments.
Conclusion
The ability to pause orders provides significant flexibility for both customers and hubs in managing subscriptions. By understanding and utilizing the pause function, both parties can ensure that subscriptions are managed efficiently, accommodating for holidays, personal preferences, or changes in availability. Hubs should communicate clearly with customers about the process for pausing and adjusting subscriptions to ensure smooth operations.