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Subscriptions Paused Documentation

Menu Location: Customers > Reports > Subscriptions Paused

Access Level: Customer Service and above

Last Updated: 2026-03-01

Overview

The Subscriptions Paused page displays a report of all customers who have temporarily paused their subscriptions. This page helps you track paused accounts, understand pause reasons, monitor pause durations, and identify opportunities for reactivation. Paused subscriptions are different from cancelled subscriptions - customers intend to return.

Primary Functions:

  • View all currently paused subscriptions
  • Track pause start and end dates
  • Monitor pause reasons and duration
  • Identify customers to contact for reactivation
  • Export paused customer lists for marketing campaigns
  • Analyze pause trends and patterns

Page Layout

Header Section

  • Date Range Filter - Filter by pause start date
  • Status Filter - Active pauses vs. ended pauses
  • Export Button - Download paused customer list
  • Search Box - Find specific paused customers

Main Content Area

Table displaying paused subscriptions with columns:

  • Customer Name - Link to customer detail page
  • Email - Customer email address
  • Pause Start Date - When subscription was paused
  • Pause End Date - Scheduled reactivation date (if set)
  • Days Paused - Duration of pause so far
  • Pause Reason - Why customer paused
  • Subscription Price - Monthly subscription value
  • Last Order Date - When they last received an order
  • Actions - Contact, reactivate, or view customer

Understanding Pause Status

Pause Types

Temporary Pause (End Date Set):

  • Customer paused with specific return date
  • Will automatically reactivate on end date
  • Ideal scenario - customer plans to return

Indefinite Pause (No End Date):

  • Customer paused without return date
  • Requires manual reactivation
  • Higher risk of permanent cancellation
  • Priority for reactivation outreach

Recently Paused:

  • Paused within last 7-14 days
  • Good time for "we'll miss you" message
  • Offer assistance with reason for pause

Long-Term Pause:

  • Paused 60+ days
  • Higher churn risk
  • May need stronger incentive to reactivate

Filtering Paused Subscriptions

Date Range Filters

Pause Start Date:

  • This Week - Recently paused accounts
  • This Month - Current month pauses
  • Last 30 Days - Recent pause trend
  • Last 90 Days - Medium-term pauses
  • Custom Range - Specific date range

Pause End Date:

  • Ending This Week - About to reactivate
  • Ending This Month - Scheduled returns
  • No End Date - Indefinite pauses (high priority)
  • Past End Date - Should have reactivated (follow up needed)

Status Filters

Active Pauses:

  • Currently paused
  • Not yet reactivated
  • Primary focus for outreach

Ended Pauses:

  • Historical data
  • Already reactivated or cancelled
  • Use for trend analysis

Pause Reason Filters

Common pause reasons:

  • Vacation - Temporary travel
  • Too Much Food - Inventory buildup
  • Financial - Budget constraints
  • Moving - Relocation
  • Health - Medical reasons
  • Quality Issues - Product concerns
  • Other - Unspecified reason

Common Use Cases

Use Case 1: Weekly Pause Review

Goal: Monitor new pauses and take action

Steps:

  1. Filter to "Paused This Week"
  2. Review pause reasons
  3. For "Too Much Food" - Suggest skipping weeks instead
  4. For "Vacation" - Confirm return date is set
  5. For "Quality Issues" - Escalate to manager
  6. For "Financial" - Offer smaller box or payment plan
  7. Add notes to each customer record
  8. Set follow-up reminders

Frequency: Every Monday morning

Use Case 2: Reactivation Campaign

Goal: Bring back paused customers

Steps:

  1. Filter: "Paused 30-60 Days" + "No End Date"
  2. Export list of customers
  3. Segment by pause reason
  4. Create targeted reactivation emails:
    • Vacation: "Welcome back! Ready to restart?"
    • Too Much Food: "Try bi-weekly delivery"
    • Financial: "Special 20% off to restart"
  5. Send campaign
  6. Track reactivations
  7. Follow up with non-responders

Success Metric: 15-25% reactivation rate

Use Case 3: Check Auto-Reactivation Schedule

Goal: Ensure customers reactivate as planned

Steps:

  1. Filter: "Pause End Date = Next 7 Days"
  2. Review list of upcoming reactivations
  3. Send "Welcome Back" email 2-3 days before
  4. Verify payment method is still valid
  5. Check delivery address hasn't changed
  6. Confirm order generation is scheduled
  7. Add note to orders: "Returning from pause"

Prevents: Failed reactivations due to expired cards or moved addresses

Goal: Identify and fix common pause reasons

Steps:

  1. Export All Pauses Last 90 Days
  2. Analyze pause reason distribution:
    • 40% "Too Much Food" → Offer flexible scheduling
    • 25% "Vacation" → Normal seasonal pattern
    • 20% "Financial" → Consider smaller box option
    • 15% Other
  3. Address top reasons with product/service changes
  4. Monitor if pause rate decreases

Example Action: If "Too Much Food" is top reason, add "Pause Next Week Only" feature

Use Case 5: High-Value Customer Retention

Goal: Prioritize reactivation of valuable customers

Steps:

  1. Filter: "Paused Customers"
  2. Sort by "Subscription Price" (highest first)
  3. Identify high-value pauses ($100+ monthly)
  4. Personal outreach (phone call, not just email)
  5. Offer incentive if appropriate
  6. Understand specific concerns
  7. Create custom reactivation plan

VIP Treatment: High-value customers get white-glove reactivation service

Pause Duration Analysis

Pause Length Categories

Short Pause (1-14 days):

  • Typical: Vacation, holiday travel
  • Action: Confirm return date set
  • Risk Level: Low
  • Expected Outcome: Auto-reactivate

Medium Pause (15-45 days):

  • Typical: Extended vacation, inventory buildup
  • Action: Check-in email at 30 days
  • Risk Level: Medium
  • Expected Outcome: Many reactivate, some cancel

Long Pause (46-90 days):

  • Typical: Financial, moving, uncertain plans
  • Action: Aggressive reactivation campaign
  • Risk Level: High
  • Expected Outcome: 50% churn risk

Very Long Pause (90+ days):

  • Typical: Forgotten, financial hardship
  • Action: Final reactivation offer or convert to cancel
  • Risk Level: Very High
  • Expected Outcome: 75% churn risk

Reactivation Strategies

By Pause Reason

Vacation Pauses:

  • Send "Welcome Back" email before return date
  • Highlight new products added while away
  • Easy one-click reactivation

"Too Much Food" Pauses:

  • Offer to switch to bi-weekly or monthly schedule
  • Suggest smaller box size
  • Provide freezer tips and recipes

Financial Pauses:

  • Offer smaller, more affordable box
  • Provide payment plan options
  • Temporary discount to ease back in
  • Highlight value proposition

Quality Issues:

  • Personal follow-up call
  • Apologize and explain improvements
  • Offer credit or free box
  • Guarantee satisfaction

Moving Pauses:

  • Update delivery address
  • Confirm new location is in delivery area
  • Adjust delivery day if needed
  • Welcome to new area

Troubleshooting

Customer Shows as Paused But Receiving Orders

Symptoms:

  • Customer in paused list but orders are generating

Check:

  1. Verify pause end date - may have passed
  2. Check if pause was manually overridden
  3. Review customer subscription status
  4. Look for multiple subscriptions (one paused, one active)

Solution: Refresh customer status or correct pause settings

Pause End Date Passed But Not Reactivated

Symptoms:

  • End date in past but customer still paused

Common Causes:

  • Expired payment method
  • Invalid delivery address
  • Manual pause flag not cleared
  • System error

Solutions:

  1. Check payment method validity
  2. Verify delivery address
  3. Manually reactivate if appropriate
  4. Update pause end date if needed

Cannot Filter By Pause Reason

Symptoms:

  • Pause reason filter not working

Check:

  1. Verify reasons were recorded when pause created
  2. Older pauses may not have reason tracked
  3. Some pauses created via customer portal may lack reason

Workaround: Export data and filter in spreadsheet

  • Customers (customers.php) - Main customer search and management
  • Customer Detail (customer_info.php) - Individual customer accounts
  • Cancellations (cancels.php) - Fully cancelled customers (different from paused)
  • Reactivations (admin-rejoins.php?reactivation=1) - Customers who reactivated

Typical Workflow:

  1. Review Subscriptions Paused report
  2. Click customer name to open detail page
  3. Review pause reason and customer history
  4. Contact customer or set reactivation plan
  5. Update customer notes
  6. Track in Reactivations report when successful

Permissions & Access

Required Access Level: Customer Service or higher

Access Level Capabilities:

  • Customer Service: View paused customers, export lists
  • Manager: All customer service + reactivation campaigns
  • Administrator: All features + pause trend analysis
  • Kiva Admin: All features + system pause configuration

Best Practices

Pause Management

  1. Set end dates when possible - Encourage customers to specify return date
  2. Record reasons - Always capture why customer is pausing
  3. Follow up quickly - Contact within 48 hours of pause
  4. Segment by reason - Different reasons need different approaches
  5. Track success rates - Monitor which reactivation strategies work

Reactivation Timing

  1. 7-14 days: "We miss you" check-in
  2. 30 days: Reactivation offer
  3. 60 days: Aggressive win-back campaign
  4. 90+ days: Final offer or convert to cancellation

Communication

  1. Personalize messages - Reference their specific pause reason
  2. Make it easy - One-click reactivation links
  3. Address concerns - Solve the problem that caused pause
  4. Offer incentives strategically - Use for high-value or long-paused customers
  5. Respect decisions - If customer confirms they want to stay paused, honor it

Things to Avoid

  • Treating pauses same as cancellations (very different intent)
  • Ignoring paused customers until they cancel
  • Generic "come back" messages without addressing pause reason
  • Forcing reactivation before customer is ready
  • Not tracking pause trends to fix underlying issues

Quick Reference Card

Task Action/Location
View all paused subscriptions Default page view
Find recently paused Filter: "Paused This Week"
Identify indefinite pauses Filter: "No End Date"
Check upcoming reactivations Filter: "Ending Next 7 Days"
Export paused customers Click Export button
View pause reason trends Review Pause Reason column
Contact paused customer Click customer name > Add note > Send email
Check pause duration Review Days Paused column

FAQs

What's the difference between paused and cancelled?

Paused = Temporary hold, customer intends to return. Cancelled = Permanently ended, customer has no plan to return. Paused customers are higher priority for reactivation.

How long should I wait before following up with a paused customer?

Within 48 hours of pause for understanding reason. At 30 days for reactivation outreach. At 60-90 days for final attempt before considering conversion to cancellation.

Should I offer discounts to reactivate paused customers?

Selectively. Offer to high-value customers, long-paused customers, or those who paused for financial reasons. Don't train customers to pause for discounts.

What's a good reactivation rate for paused customers?

20-30% within 60 days is typical. Vacation pauses reactivate at 80%+. Financial pauses at 15-20%. Success varies by reason and how quickly you follow up.

Can customers pause through their account or must they contact support?

Depends on your configuration. Many systems allow self-service pause through customer portal. Some require support contact to discuss alternatives first.

How do I know if a pause will become a cancellation?

Warning signs: No end date set, paused 60+ days, pause reason is "Other" or no reason, customer doesn't respond to outreach, financial reasons.

Should I automatically cancel customers after a certain pause length?

Generally no. Some customers pause for extended medical or life situations. Better to make final reactivation offer at 90 days, then convert to cancelled only if no response.

What if customer's pause end date passes but they don't want to resume?

Extend the pause with new end date, or convert to cancellation if that's their preference. Always confirm before auto-reactivating.

Change Log

2026-03-01

  • Initial documentation created
  • All sections completed per template requirements
  • Included reactivation strategies by pause reason
  • Added pause duration analysis framework

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.