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.
Unpaused Subscription Example:
Paused Subscription Example:
Pausing Fortnightly Schedules.
Pausing a fortnightly subscription is done in exactly the same way as pausing a weekly subscription. The article on Managing Hub Pauses and Fortnightly Schedules in Ooooby has more detailed information on pausing fortnightly subscriptions.
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.
Pause Diversion for Donations
Hubs using Ooooby can enable a feature that redirects paused customer orders to a donation site, such as a food bank or charity. This option helps maintain subscription continuity while supporting community causes.
Customers can choose to donate instead of pausing their orders, depending on hub settings. For hubs, setting up pause diversion involves creating a donation delivery group and adjusting system configurations.
Learn more about setting up pause diversion in our Pause Diversion Guide.
Conclusion
The ability to pause orders provides significant flexibility for both customers and hubs in managing subscriptions. By understanding and utilising 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.