Automatic Ordering


Subscribe Pro automates the placement of orders for your subscribers. When Subscribe Pro is integrated with an eCommerce platform (such as Magento or Salesforce Commerce Cloud), Subscribe Pro schedules and triggers the orders, places them through your eCommerce platform's API, captures payment, and handles declined payments and other order failures.

Enable/Disable Automatic Ordering

You can globally enable/disable automatic ordering for your entire Subscribe Pro Environment with the System > Configuration > Ordering Settings > Automatic Ordering configuration setting.

Next Order Date

All subscriptions in the Subscribe Pro system have a Next Order Date. This date controls the next time when Subscribe Pro will attempt to automatically place an order for that subscription. When the Next Order Date is reached, and a subscription is at Active status, an order will be attempted.

When Does Subscribe Pro Automatically Place Orders?

For each of your subscriptions, if and only if they are marked with the Active status, Subscribe Pro will automatically place an order when the Next Order Date is reached. After Subscribe Pro successfully places an order, it will automatically increment the Next Order Date according to the Interval which is configured on the subscription.

The following example may help to illustrate the process:

  • A new customer, John Doe, checks out on your website and creates a new subscription on June 12
  • John selects 1 Month as the interval on his subscription
  • A new order and a new subscription are created immediately at the time of checkout
  • The Next Order Date on the subscription is set to July 12 and the Interval is set to 1 Month
  • When July 12 comes, Subscribe Pro automatically places a re-order for John's subscription and the re-order shows up in your Magento instance
  • At that time, Subscribe Pro sees that John's subscription has a 1 Month interval, and automatically updates the Next Order Date to August 12
  • When August 12 comes, the process repeats

First Time Only - Failure Emails

The Subscribe Pro Merchant App has an option under System > Configuration > Email Settings called First Time Only. When enabled, this setting limits the number of failure emails that are sent by our system during the Retry process.

Email Settings

First Time Only - Failure Emails

When a subscription changes from Active to Retry status, an email will be sent to the customer. Any subsequent failures during that Retry schedule will not trigger another failure email. If this setting is disabled, an email will be set for every failure in a retry process. If the subscription is changed back to Active, removing it from the Retry schedule, the email would be sent again on the first failure.

This setting can only be enabled or disabled by Subscribe Pro Support. If you would like this setting to be changed in your environment, please contact [email protected].

Retry Schedule

When a subscription comes due and Subscribe Pro attempts to place an order, but the order fails, Subscribe Pro automatically attempts to retry the order on a set schedule. Subscribe Pro first attempts to determine the cause of the failed order, and then, depending on the cause, initiates a series of retry attempts, and customer and admin notifications. Below we outline the steps taken for different issues:

Issue ClassExamplesRetry Behavior
Technical ErrorSome examples of issues which fall into this class:
  • Your Magento website is down, your payment gateway's API does not respond, your Magento website is not able to communicate with Subscribe Pro
Subscribe Pro does the following:
  • The order is automatically retried up to 5 times after the initial failure, for a total of 6 attempts
  • Retries will occur once every 4 hours.
  • Your admin notification contacts are notified after each failed attempt
  • Your customer is notified after all attempts have failed, but not after each attempt
Soft DeclineThis is an error reported by your payment gateway, which may be resolved in the future. Some examples are:
  • Credit card is over the limit
  • Credit card is flagged for possible fraudulent activity
Subscribe Pro does the following:
  • The order is automatically retried up to 2 times after the initial failure, for a total of 3 attempts.
  • Retries will occur once every 24 hours.
  • Your admin notification contacts are notified after each failed attempt
  • Your customer is notified after each failed attempt
Payment Card ErrorSome examples:
  • The selected credit card does not have a properly configured type, expiration date or billing address (rare)
  • The selected credit card is no longer stored (has been deleted by the customer for example)
Subscribe Pro does the following:
  • The order is failed immediately
  • Your admin notification contacts are notified
  • Your customer is notified
Out of StockThis is an error that occurs when the selected product is not in stock in Magento.Subscribe Pro does the following:
  • The order is failed immediately
  • Your admin notification contacts are notified
  • Your customer is notified
Hard DeclineThis is an error reported by your payment gateway, which will never be resolved. Some examples are:
  • The credit card is cancelled or has been discontinued
  • The credit is reported missing / stolen
  • The gateway reports a message saying "destroy card"
Subscribe Pro does the following:
  • The order is failed immediately
  • Your admin notification contacts are notified
  • Your customer is notified
Expired CardThis is an error that occurs when the selected credit card is expired and has not been updated.Subscribe Pro does the following:
  • The order is failed immediately
  • Your admin notification contacts are notified
  • Your customer is notified
eCommerce Platform ErrorSome examples:
  • The shipping method selected for the order is not available in the Magento cart (see for more info: Diagnosing Failed Subscription: Shipping method is not available)
  • The product SKU is out of stock or not available in the Magento cart
  • Magento is configured to not allow orders shipping to or purchased from the customer's address / region
Subscribe Pro does the following:
  • The order is failed immediately
  • Your admin notification contacts are notified
  • Your customer is notified

Automatic Ordering Configuration

There are 3 key configuration settings which affect the automatic ordering process.

Automatic Ordering Configuration

Enable Automatic Ordering

This setting can be enabled or disabled. If enabled, Subscribe Pro will attempt to automatically generate orders for your subscriptions.

Generate Order Automatically After

This setting controls the time of day when the majority of your subscriptions will be fulfilled. Subscribe Pro will attempt to place an order for a subscription which is due until this time has passed.

Note that after this time has passed, Subscribe Pro will continue to automatically create orders for any subscriptions which are set to Active status and which have a Next Order Date that matches the current day.

Subscription Fulfillment Threshold

This setting controls the number of days when a subscription is still eligible for automatic ordering, after the subscription's Next Order Date has passed. The follow example should help to illustrate how this setting is applied:

  • The Subscription Fulfillment Threshold is set to 1 day
  • An order is attempted for John Doe's subscription on Nov. 12, the order fails because John's card is declined.
  • On Nov. 13, the date is still within 1 day of Nov. 12, so the order is automatically retried by Subscribe Pro.
  • On Nov. 13, the order fails again.
  • On Nov. 14, Subscribe Pro would normally make a 3rd attempt to place an order for John's subscription, however, because the Subscription Fulfillment Threshold is set to only 1 day, no additional order attempts are made and the subscription is set to Failed status.