Subscriptions Paused Data¶

Menu Location: Customers > Reports > Subscriptions Paused Data

Last Updated: 2026-07-26

Overview¶

This page is not a curated report of "currently paused" customers, it is the settings panel for the Subscriptions Paused feature plus the raw log of every pause and un-pause event the feature has ever recorded. Each row is created automatically whenever a subscription is paused (by the customer, by staff, or by the system), and updated automatically when that subscription resumes.

A subscription counts as paused when its status is set to Pause, whether or not there's a matching row here yet. This page's table is a history log, not a live "who is paused right now" view, so it also includes pauses that have already ended.

Primary Functions:

Turn the Subscriptions Paused feature on or off
Set how far out a customer can schedule a custom return date
Choose whether pauses reactivate automatically or require a manual follow-up
Choose whether the pause option is offered on the "skip a delivery" flow
Configure the four preset pause lengths (in weeks) customers can choose from
Jump to the two email templates the feature sends
Browse, add, edit, or delete individual pause/un-pause log records

Page Layout¶

Header Section (Settings)¶

Enable Subscriptions Paused Feature - Enabled/Disabled
Max Custom Time Frame (days) - how far out a customer can pick a custom return date on their own pause page
Auto Reactivate Subscription - "Auto Reactivate" (the subscription resumes on its own once the return date arrives) or "Notify Customer Only" (the system does not resume it automatically)
Show Pause Option When Skipping Order - Yes/No, whether the pause choice appears when a customer skips a delivery
Pause Subscription Options (weeks) - four dropdowns (1-12 weeks each) that set the preset lengths shown as radio button choices on the customer-facing pause page
Save Settings button
Links to the Subscription Reactivation Notice and Subscription Reactivation Required email templates

If Auto Reactivate is turned on, the panel also shows the date it was enabled: pause records created before that date are not auto-reactivated, so existing paused customers aren't unexpectedly resumed the moment the setting changes.

Main Content Area¶

Standard record grid for this table (Add New button, click a row to edit, sortable column headers, pagination). Columns:

Customer - links to the customer's account page
Paused By - what triggered the pause: a free-text note such as "schedule pause," "after skipping order," "cancellation avoided," "AI messaging," or "Admin set status to paused." This is not a customer-selected reason category, the system does not collect a pause reason from the customer.
Paused Until - the scheduled return date, or "--" if the pause is indefinite (no return date set)
Paused Timestamp - when the pause was created
Unpaused Timestamp - when the subscription actually resumed; "--" if it's still paused
Unpaused By - what triggered the reactivation: "Pause until date reached," "early unpause by customer," "customer created order," "early unpause via AI messaging," or an admin note like "Admin changed status to Active"

There is no search box, export button, date-range filter, or status filter on this page.

How Pausing Actually Works¶

Customer self-service: a customer can pause their own subscription from their account (including from the skip-a-delivery flow, if that option is enabled above), choosing one of the four preset week-lengths or a custom date within the Max Custom Time Frame.
Staff-initiated: an admin can pause or resume a subscription directly from the customer's account page by changing their status to/from Pause. Pausing this way creates an indefinite pause record (no return date); resuming it logs "Admin changed status to [status]" as the unpause trigger.
Auto-reactivation: if Auto Reactivate is on, a subscription with a past-due return date is automatically resumed and logged as "Pause until date reached." Placing a brand-new order also automatically clears an open pause, logged as "customer created order."
If Auto Reactivate is off: the subscription is not resumed automatically when its return date passes, someone has to follow up and reactivate it manually (or the customer resumes it themselves).

Common Use Cases¶

Use Case 1: Turn the feature on for the first time¶

Open this page
Set Enable Subscriptions Paused Feature to Enabled
Set Max Custom Time Frame (days) and the four Pause Subscription Options week lengths
Decide Auto Reactivate vs Notify Customer Only
Click Save Settings

Use Case 2: Look up a specific customer's pause history¶

Search or scroll this page's record grid for the customer
Review Paused By / Unpaused By to see what triggered each pause and each return
For full context on the customer, open their account page from the Customer link

Use Case 3: Confirm a subscription auto-reactivated as expected¶

Find the customer's row
Check Unpaused Timestamp and Unpaused By - "Pause until date reached" confirms the automatic job resumed it
If Unpaused Timestamp is still "--" past the Paused Until date, confirm Auto Reactivate is enabled and that the record was created after the date shown in the Settings panel

Troubleshooting¶

A subscription didn't reactivate on its scheduled date¶

Check:

Is Auto Reactivate Subscription set to "Auto Reactivate"? If it's set to "Notify Customer Only," the system only notifies, it never resumes the subscription on its own
Was the pause record created before Auto Reactivate was turned on? The Settings panel shows the enable date, records created earlier are excluded on purpose
Confirm the record's Paused Until date is actually in the past, not "--" (indefinite)

A pause record closed out without a support request¶

This is expected, not a bug, in two common cases:

Unpaused By: "Pause until date reached" - the daily auto-reactivation job resumed it
Unpaused By: "customer created order" - the customer placed a new order themselves, which automatically clears an open pause

Can't find a reason a customer paused¶

The system doesn't collect a customer-facing pause reason. Paused By and Unpaused By only record what triggered the action (self-service, staff, or the system), not why the customer wanted to pause.

Customers (customers.php) - main customer search and management
Customer Detail (customer_info.php) - change a customer's status to/from Pause; this is where staff pause or resume an individual subscription
Paused Subscriptions Report/Stats (report-paused-subscriptions.php) - a visual timeline of currently paused subscriptions and weekly pause counts, a better fit than this page for reviewing who is paused right now
Cancellations (cancels.php) - fully cancelled customers, a different status than Paused
Reactivations (admin-rejoins.php?reactivation=1) - stopped customers who reactivated (separate from resuming a pause)
Subscription Reactivation Notice / Subscription Reactivation Required - the two email templates this feature sends, linked directly from this page's Settings panel

Quick Reference Card¶

Task	Action/Location
Turn the feature on/off	Settings panel on this page
Set how far customers can pick a custom return date	Max Custom Time Frame (days)
Set the four preset pause lengths customers see	Pause Subscription Options (weeks)
Make pauses resume automatically	Auto Reactivate Subscription > Auto Reactivate
Require manual follow-up instead	Auto Reactivate Subscription > Notify Customer Only
Offer pausing from the skip-a-delivery flow	Show Pause Option When Skipping Order > Yes
Pause/resume one customer manually	Customer Detail page > change status to/from Pause
See who is paused right now (visual)	Paused Subscriptions Report/Stats page
See the full pause/un-pause history	Record grid on this page

FAQs¶

What's the difference between paused and cancelled?¶

Paused is a subscription status a customer can return from; cancelled is a separate, more permanent status. They're tracked independently, this page only covers pauses.

Does the system collect a reason when a customer pauses?¶

No. The record only shows what triggered the pause or reactivation (customer self-service, staff, or an automatic job), not a customer-supplied reason.

If a customer's return date passes, does their subscription resume by itself?¶

Only if Auto Reactivate Subscription is set to "Auto Reactivate." If it's set to "Notify Customer Only," nothing resumes automatically.

Can staff pause or resume a customer manually?¶

Yes, from that customer's account page (customer_info.php), by changing their status to or from Pause.

Where do I see who is paused right now, instead of the full history?¶

Use the Paused Subscriptions Report/Stats page (report-paused-subscriptions.php), which shows currently paused subscriptions and a weekly pause timeline. This page is the settings and full historical log.

Change Log¶

2026-07-26¶

Rewritten against the actual code. This page is the Subscriptions Paused feature's settings panel plus a raw subscriptions_paused log, not an analytics report. Removed invented pause-reason categories (Vacation, Financial, Moving, Health, Quality Issues, Too Much Food), pause-length risk/churn buckets, reactivation-rate benchmarks, reactivation strategies by reason, date-range/status/reason filters, export button, search box, subscription price, email, and last-order-date columns, none of which exist on this page or in the subscriptions_paused table. Removed the Access Level header and Permissions & Access section, no role-gating code exists for this page. Corrected columns to the real table fields (customer, paused_by, paused_until, paused_timestamp, unpaused_timestamp, unpaused_by) and documented the real settings (subscriptions_paused_enabled, max_days_pause, auto_reactivate, show_pause_on_skip, pause_option_1-4).

2026-03-01¶

Initial documentation created

End of Documentation

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