Need help?

We’re happy to help you. Reach out to support@loopwork.co or get in touch with your success manager.

What’s new?

Merchants who have enabled the Siena or Gorgias chat widget on their website can now show an alternate option to customers to talk to support instead of cancelling the subscription.
For example, if a user selects the cancellation reason “Product quality not as per expectation”, the merchant can show them an alternate action to talk to support.

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How it works?

1. Merchants will be able to enable the alternate action “Talk to support” within a cancellation reason.
2. Once selected, they can choose which chat app is integrated on the platform.
3. Please note: The selected chat app should be active and visible on the website, otherwise this action will not be shown to subscribers.
4. Merchants can also change the translation for this alternate action by heading to Cancellation Flows > Text.

Need help?

We’re happy to help you. Reach out to support@loopwork.co or get in touch with your success manager.

Another strong month of improvements across acquisition, retention, customer experience, and platform performance. Here’s everything that is shipped to help you grow subscriptions and operate more efficiently.

🚀 New Features

• Enhanced payment recovery insights: Revamped analytics now shows detailed performance for first attempt, first recovery cycle, and subsequent recovery cycles to help you with better understanding of business metrics. Learn more
  
  Roll out is currently in progress - request access by reaching out to your success or support POC if it's not live for you yet.
  
  

• Refreshed customer portal and upgrades: The customer portal has been refreshed with improved styling, larger touch-friendly buttons for a better mobile experience, enhanced upsell sections to help drive additional revenue, and several feature upgrades to make subscription management easier and more intuitive. Learn more
  
  

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  The new experience is being rolled out gradually. Please reach out to your success or support POC if it is not yet enabled on your store. Explore the updates below to see what’s new other than the UI improvements.
  
  

  • Enhanced prepaid subscription details: Subscribers can now view total prepaid cycle pricing, upcoming charge breakdowns (credits vs payable amount), and their full prepaid credit history. Learn more
    
    
  • Improved card update experience: Card update flows now include auto-filled cardholder names, formatted inputs, card brand detection, and inline validation for a smoother experience. Learn more
    
    
  • Display multiple SKU upgrade options: Subscribers can now view and choose from all available upgrade options instead of being defaulted to the highest-priority option. Learn more
    
    

  • Cancellation flow UX improvements: 

    • After saving an action, subscribers are redirected to the top of the page, and a consistent “Go back” button is now shown across all treatment actions. Learn more
    • The swap experience now auto-selects the product and hides the search bar when only one option exists. Redundant back-navigation screens have also been removed.
    • The top-priority offer’s decline CTA text is used for clearer cancellation messaging. Learn more
      
      
• No-limit discount option for mystery rewards: Ability to configure discount codes with unlimited usage when setting up mystery rewards.
  
  
• Streak protection during subscription merges: Subscriptions enrolled in active streak programs are now excluded from merge actions to prevent streak progress loss. Learn more
  
  
• Upgrade subscription campaigns: Run targeted campaigns to upgrade customers on larger SKUs or higher quantities with incentives - helping increase subscription value and retention. Learn more
  
  
• Acquire with Starter pack → BYOB subscription journeys: Acquire subscribers with a starter product and automatically transition them to Build Your Own Bundle subscriptions using Flows. Learn more
  
  
• Subscription acquisition date conditions: Target cancellation experiences and Flows based on subscription creation date, enabling targeted benefit messaging and retention offers. Learn more
  
  
• US ARL-compliant cancellation for Colorado: ARL compliance now includes Colorado by default alongside California, with the ability to enable additional states if required. Learn more
  
  

🛍️ Storefront Improvements

• Price per unit on subscription widget: Show unit pricing directly on the widget and dynamically update the total price on the Add to Cart button based on quantity. Learn more
  
  
• Gift widget visibility controls: Set the gift widget to be selected by default or hide the “This is a gift purchase” option entirely for gift-only products. Learn more
   
• Preset bundle checkout consistency: Child products in preset bundles are now automatically added with a 100% discount during checkout for a consistent purchase experience. Learn more
  
  
• Conditional loyalty widget visibility: Hide the loyalty widget in the customer portal when subscribers have zero points or coupon balance. Learn more
  
  
• Minimum loyalty points threshold: Cancellation treatment for redeeming loyalty points can be set to appear only when subscribers have points above a certain threshold.

⤴️ Admin experience improvements

• Subscription attributes management: Add, update, remove, and filter subscriptions using attributes, now supported across bulk actions and flows. Learn more
  
  
• Missing shipping addresses alert: New admin alerts and customer portal banners highlight subscriptions missing shipping addresses before orders are processed. Learn more
  
  
• Selling plan selection in the admin portal: View selling plan group names and select the correct plan while adding or editing subscription products. Learn more
  
  
• Faster quick action loading: Quick actions now load independently from performance metrics for faster access and editing.
  
  
• “Products not in subscription” condition in campaigns: Target subscribers who do not currently have specific products in their subscriptions, enabling precise upsell campaigns.
  
  
• Bulk actions for definite pause subscriptions: Skip, delay, and reschedule bulk actions are now supported for definite pause subscriptions also.
  
  
• Last charged card visibility: Saved payment methods now display the last charged date and are sorted by most recently used with support for adding cards. Learn more
  
  
• Customer tags in upgrade profiles: Automatically tag customers when they accept upgrade offers to trigger follow-up campaigns or rewards via Flows. Learn more
  
  
• Flows triggered on subscription merges: Product modification flows now run when subscriptions are merged to ensure discounts and benefits apply correctly. Learn more

🔧 Developer highlights

• Backup payment method APIs: New endpoints allow developers to add or remove backup payment methods on subscriptions. A headless “Add backup payment” URL also supports backup card collection in custom portals. Learn more
  
  
• Customer payment method migration via API: Migrate customer payment methods from external gateways and create subscriptions using Shopify payment method IDs. Learn more
  
  
• Retrieve subscription via Shopify order ID: A new API endpoint allows developers to fetch the associated subscription using a Shopify order ID. Learn more
  
  
• Previous subscription state in subscription/updated webhook: The subscription/updated webhook now includes a previous object, allowing developers to view the subscription state before the update and track changes more easily. Learn more
  
  
• Edit subscription line item quantity via API: A new edit line Admin API endpoint allows developers to update the quantity of a subscription line item directly. Learn more
  
  
• Fetch cancellation flow logs via API: Retrieve logs of subscriber interactions across cancellation flows, including benefits pages, cancellation reasons, and offers. Learn more

⚙️ Platform improvements

• Reduced order processing latency: Tiered event queues have been added to significantly reduce the order processing times during high-volume batches.
  
  
• Improved subscription data reliability: Automated and periodic reconciliation sync jobs now ensure all subscriptions are captured and created in Loop reliably.

What’s new?
We have rolled out a refreshed and more polished customer portal experience. This update focuses on visual clarity, consistency, and ease of use, helping subscribers manage their subscriptions faster.

What’s improved?

• Cleaner layouts, spacing, and typography make the portal easier to scan and use.
• Buttons now have better hierarchy and styling, making actions easier to identify and interact with.
• Subscription details and next order information are now structured more clearly for quicker decision-making.
• The upsell section is more engaging with cleaner product cards and clearer add actions.
  
  

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What's new visually?

• The portal now follows a more polished card-based layout with improved section separation.
• Primary actions like Order now stand out more clearly, while secondary actions feel more consistent across the UI.
• Product recommendations now use larger imagery, cleaner cards, and dedicated Add buttons for a more premium look.
• Navigation elements, badges, and supporting text now feel more aligned and visually balanced throughout the page.

Need help?

We’re happy to help you. Reach out to support@loopwork.co or get in touch with your success manager.

What’s new?
When creating a new quick action, brands can now directly copy the Klaviyo-supported quick action key from the Loop admin and use it while building flows in Klaviyo.

Why was this needed?
Earlier, brands had to go through multiple steps to find the required key in Klaviyo before adding it to flows. Now, the key can be copied directly from the Loop admin and pasted into Klaviyo templates.

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Admin portal view:

• Navigate to the quick actions screen and click on "Create a quick action".
• A new text field “Action key (Klaviyo)” will appear. Once the quick action name is entered, the key is automatically generated in the Klaviyo supported format.

Considerations:

• This field is visible only when the Loop store is connected with Klaviyo.
• The relevant Loop event must be triggered in Klaviyo to view the preview for the concerned profile while testing the quick action in email templates.

Need help?

We’re happy to help you. Reach out to support@loopwork.co or get in touch with your success manager.

We’ve improved the Create Subscription flow to help brands select the most reliable payment method when manually creating subscriptions. The update highlights the most recently used card for successful payments and also allows adding a new card directly within the flow when a customer does not already have one saved.

What’s new

1. Create subscription manually via Admin portal

• Payment method selection UI updated from a dropdown to radio buttons for better visibility and easier selection.
• “Add new card” button introduced within the flow. If the customer has no saved payment methods, brands can directly add a new card.
• Last charged date is now visible for each payment method (based on the store timezone).
• Payment methods are automatically sorted by last charged date, making the most recently successful card easier to identify.

2. Create subscription via APIs

• A new lastCharged key has been introduced inside the payment object across relevant API endpoints.
• This exposes the identifier for the last successful payment, enabling better payment method selection for API-based subscription creation.

Subscriptions that initially contain only digital products may not store a shipping address. If a physical product is later added, the subscription still carry N/A as the delivery address, which can cause confusion for warehouses and fulfillment systems when orders are created. To prevent this, we’ve introduced visibility and alerts to help brands identify and resolve missing shipping addresses.

What’s new

Customer portal banner

• A “Shipping address required” banner is now shown in the customer portal when a subscription contains at least one shippable product but has no shipping address.
• A CTA to add the address is displayed wherever the delivery address appears as N/A.
• Banner text can be configured under:
  Customer Portal → Themes → Texts → Delivery address missing banner.

Admin alert

• A new alert titled “Subscriptions found with no shipping address” has been added under the Subscriptions alert category.
• Clicking this alert opens the Subscriptions report filtered to show subscriptions where the delivery address is missing.
• Brands can use this list to notify customers and collect the required shipping address before the next order is generated.

What’s new?

Merchants can now achieve the required business use cases using flows when subscriptions are getting merged.

Why was this needed?

Earlier, the flow didn’t execute for subscriptions in case of merge, and merchants who had set up flows like offering free shipping when the total subscription value is above (say) $100 were not eligible to get those discounts.

Need help?

We’re happy to help you. Reach out to support@loopwork.co or get in touch with your success manager.

What’s new?

Bulk action

• Condition - You can now filter subscription using the new conditions - subscription attribute present / not
• Action
  - You can now add/update subscription & line attribute
  - Remove subscription & line attribute

Flows 

• Condition - You can filter subscriptions based on 'Subscription attribute present' and 'Product attribute present' conditions.
• Action
  - You can now add/update subscription & line attribute
  - Remove subscription & line attribute

How it helps?
This gives merchants more control over subscription data and reduces manual work when managing large attribute bases or triggering attribute-based workflows.
This helps in management for the following merchants :

• Meal merchants can store nutritional information for each food product in line attributes
• Pet brands can store dog information such as allergy, age, name, breed etc. in subscription attributes.
  
  

Admin portal configuration screens:

Bulk actions (Loop admin > Tool & apps)

Flows (Loop admin > Retail)

Need help?

We’re happy to help you. Reach out to support@loopwork.co or get in touch with your success manager.

Until now, brands could only add preset bundles to subscriptions through Flows. This limited brands that wanted to acquire subscribers using a low-commitment trial product and then transition them into a Build Your Own Bundle (BYOB) experience for recurring orders.

What’s new

Brands can now add BYOB bundles via Loop Flows as either a one-time product or a subscription.

This enables a powerful acquisition strategy:

• Start with a trial product to reduce the entry barrier for new customers.
• After the trial, automatically transition the subscriber to a BYOB bundle for future recurring orders.
• Increase AOV and long-term subscription value once the customer is engaged.

When the flow is triggered, the configured BYOB bundle is automatically added to the subscription.

How to configure

• In the Flows action, select whether to add the bundle as a one-time product or as a subscription. A list of available bundles, including BYOB bundles, will be visible for selection.
• Choose the BYOB bundle you want to add, configure the products, variants, and quantity, then click "Add Product."
• Discounts on the bundle will be based on the discounts configured within the bundle.
• Only the bundle product limit is considered in this action configuration; category limits will not be applied.