Let subscribers skip, delay and swap without canceling.

A subscriber texts that they have enough, and the next shipment moves: the subscription itself changes, and the new date is confirmed.

Start with a retention review How it works

Still have half a bottle. Away until Dec 12.

No problem. I’ve moved your Care Kit to Dec 16, a few days after you’re back. I’ll text you the day before it ships.

Subscription updated · next shipment Dec 9 to Dec 16

What the subscriber sees. The answer is only sent once the record has changed.

Sound familiar?

Subscribers stockpile bottles because skipping means finding the portal.
A text that says “I’m away” turns into a support ticket.
Someone who wanted a pause gets a discount offer, then a cancellation.

An unwanted shipment becomes a return or a stockpile, and a cancel that should have been a skip loses a customer who liked the product.

Fernway’s Care Kit subscribers, a month of change requests

410 subscribers asked.
By text, in their own words: skip this one, wait a week, swap the kit, stop.
396 were understood.
The 14 that weren’t clear went to your team with the thread attached.
372 subscriptions changed.
Skips, delays, swaps and cancels, made in the subscription itself after checking who asked. Card and address changes went to the portal.
371 were told what changed.
Each confirmation read the new record back: the product and the date. The one that failed is retrying.
Dana’s shipment moved, and she knew.
The Care Kit went from Dec 9 to Dec 16, the old reminder was removed, and her confirmation shows the new date.

Subscriber

410Asked396Understood372Record changed371Confirmed

Where it landed

DKDana K.

Moved to Dec 16

MTMarcus T.

Skipped one

PSPriya S.

Swapped to the wax bar only

EKEllis K.

Canceled, as asked

NANoor A.

Changed, confirmation retrying

CBCam B.

Card expired, sent to the portal

JRJo R.

Unclear, sent to the team

KLKai L.

Delayed a week

Care Kit subscription · Dana K.Synced

Next shipment~~Dec 9~~Dec 169:41
Old reminder~~Scheduled~~Removed9:41
Customer told~~Nothing sent~~New date sent9:42

Changed in the subscription first, then confirmed

See the changed record

What changes.

TodayWith the engine

Changing an order: Find the portal, log in, find the dateReply to the text, and it moves
What happens next: A reply that sits in an inboxThe subscription record changes, then a confirmation shows it
Canceling: A discount offer in the wayA clear cancel, always, with the reason noted
Unclear replies: Guessed at, or lostSent to your team with the context

How it works. 6 steps, 4 stages.

AI1
Rules and automation3
Your team2
Approval

1Hear
1. AI
  Understand the reply
  “Still have half a bottle, away until Dec 12” becomes a delay to Dec 16. Anything unclear stops here.
  - Klaviyo
  - Attentive
2Check
1. Rules and automation
  Check who asked, and what’s allowed
  Identity, an active subscription, the change requested, stock and the next ship date.
  - Recharge
  - Stay
2. Your teamApproval
  Decide what a text may change
  Your team sets which changes happen by text, and which go to a person.
3Change
1. Rules and automation
  Change the subscription record
  The skip, delay or swap is made in the subscription itself, and the old reminder is dropped.
  - Recharge
  - Stay
4Confirm
1. Rules and automation
  Confirm with the new date
  A confirmation reads the changed record back, so what the customer sees is what will ship.
  - Klaviyo
2. Your team
  Handle what a text can’t
  A cancel request gets a clear route to cancel. Payment, address and unclear requests go to your team or the portal.

Each exception shapes what a text can change

What you get. Real work, every week.

Care Kit subscription · Dana K.Synced

Next shipment~~Dec 9~~Dec 169:41
Old reminder~~Scheduled~~Removed9:41
Customer told~~Nothing sent~~New date sent9:42

Changed in the subscription first, then confirmed

The record behind the conversation. A chat without this change isn’t a finished job.

What a text can change

Request	By text	Where it goes
Skip a shipment	Yes	Done and confirmed
Move the date	Yes	Done and confirmed
Swap the product	Yes	Done and confirmed
Cancel	Starts the cancel	A clear cancel, a person if needed
Card or address	No	The portal, with a secure link

The rules your team signs off: what a text may change, and where everything else goes.

How you’ll know it’s working.

Changes completed by text
Counted when the subscription record changed and the customer was told, not when the conversation ended.
Unwanted shipments
Boxes sent to customers who’d asked to wait, which turn into refunds or stockpiles.
Subscribers still paying at 90 days
Looked at after a fixed horizon, so a skip that keeps a subscriber shows up and one that only delays a cancel doesn’t.

Baselines agreed before we build.

Works with what you have.

Commerce

Recharge
Stay
Shopify

Email & SMS

Klaviyo
Attentive

Support

Gorgias

We configure first: Recharge documents skips, date changes and swaps by text, and Stay’s Quick Actions do the same behind an authenticated link, subject to your plan and country. We switch on and tune what they offer first.
We build when: A text needs to change more than the tool allows, or the record, the reminder and the confirmation sit in different systems and drift apart.

What a first build includes.

Built in your accounts, around your team. Scope, fee and baseline agreed before we start.

1Design
2Build
3Run it, or hand it over

Start with a review Scope this build

We build

A text channel that understands skip, delay and swap requests
Rules for what a text may change, agreed with your team
Subscription changes made in Recharge or Stay, then confirmed
A change log, and a clear route for cancel requests

We start from

Subscription platform access
Klaviyo and SMS setup
Past skip, delay and cancel requests

From your team

Owner: Head of lifecycle or retention, with the CX lead
Involves: Lifecycle
Customer service
Engineering

Questions teams ask.

Doesn’t Recharge already do this?

Partly. Recharge documents date changes, skips, swaps and quantity changes by text, and Stay offers authenticated one-tap actions. We configure those first. What they don’t cover on their own is the layer around them: reading free-text replies, keeping reminders and confirmations in step, and routing cancels, cards and addresses.

What happens when someone asks to cancel?

It stays a cancel. We never turn a cancel request into a delay. The customer gets a clear route to cancel, and we can ask why. Rules like ROSCA and California’s automatic-renewal law expect a simple way to stop recurring charges, so we build to that, and your counsel confirms what applies to you.

Do subscribers have to log in?

No. The message is tied to their number or an authenticated link, and the change is read back to them. Anything that needs more checking, like a new card, goes to the portal.

Who owns it once it’s running?

You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your head of lifecycle or retention, with the CX lead. We can keep running it with you, or step back.

How do we start?

Usually with a retention review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly.