Managing subscription-related orders

Tip

In customer relationship management, you may need to access your customers’ subscription details and their order history.

Here is the process to find the correspondence between a PrestaShop order from a subscriber and the Ciklik application.

Finding Ciklik order and subscription identifiers from PrestaShop

Ciklik order and subscription references are available in the Messages section in the detail of a PrestaShop order.

You can also find whether it is a first order (subscription) or a subscription renewal order.

Finding order details in Ciklik

From the detail of a PrestaShop order, you can access the unique transaction identifier:

Enter this identifier in the search bar of Transactions in the Sales section from the Ciklik application:

You can click on the transaction to access its details, and thus find the order details and the associated subscription.

Information

There is no correspondence between the Ciklik order number and the PrestaShop order number. Use the transaction identifier to make the link.

Accessing customer details in Ciklik

By entering a customer’s email address in the Ciklik search bar, you can directly access the customer’s profile.

You will find the list of subscriptions taken by the customer.

The representation of a subscription is as follows:

• creation date: date when the customer subscribed
• expiration date: date until which the subscription is paid (example: I subscribe to a monthly plan on May 1st, my subscription expires on May 31st and I will be charged again on June 1st)
• next payment: this is the date when the subscription will renew

A subscription remains on active status as long as the customer has not cancelled it.

If a subscription renewal could not be completed (failed payment attempts), the subscription still remains active. However, it is considered expired.

Example: The 4 payment attempts for my subscription renewal failed (on June 1st, 4th, 7th and 10th), the expiration date of my subscription is not updated and remains May 31st, and a new next payment date is set for the next billing cycle on July 1st.

Order lifecycle

An order is created for each payment attempt.

Successful transaction

• The order is marked as paid
• The order syncs to PrestaShop

Failed transaction

The order remains on pending status until the next payment attempts:

• If the following transaction is successful, the order is marked as paid and syncs to PrestaShop
• If all attempts fail, the order is closed with failed status and does not sync to PrestaShop

Multiple orders for the same customer

Important rule: 1 subscription = 1 PrestaShop order

If a customer has multiple distinct subscriptions that renew on the same day, this generates as many separate orders in PrestaShop.

Consequences:

• Separate charges: each subscription generates its own transaction
• Separate shipments: each order has its own delivery slip
• Multiple shipping fees: shipping costs are calculated separately for each order

Example: A customer has 2 subscriptions (Coffee and Tea) that renew on the 1st of each month:

• On January 1st, 2 orders are generated in PrestaShop
• 2 distinct charges on the customer’s card
• 2 packages to ship (or 2x shipping fees if manual grouped delivery)

No automatic grouping

There is no automatic grouping mechanism for subscription orders from the same customer. This is a point to consider in pricing policy and customer communication.

Impact on shipping fees

Shipping fees are calculated per order. If a customer has multiple subscriptions, they will potentially pay shipping fees multiple times.

Possible solutions:

• Offer free shipping on subscriptions
• Clearly communicate this behavior during subscription signup
• Offer “all-in-one” bundles grouping multiple products

Duplicate subscription by mistake

If a customer subscribed twice by mistake to the same product, see the dedicated page: My customer subscribed twice by mistake.

See also

• Managing subscriber orders (platform documentation)
• Understanding the end_date field of a subscription
• Payment retry attempts: Rebill

FAQ

Q: Why doesn’t my PrestaShop order appear in Ciklik?

An order only appears in Ciklik if it comes from a subscription or a product sold via the Ciklik module. Regular PrestaShop orders (non-subscription) do not appear in Ciklik.

Q: How do I identify a renewal order vs a first order?

In the “Messages” section of the PrestaShop order, Ciklik indicates whether it is a “first order” (subscription) or a “renewal”.

Q: Can a customer group their subscriptions to have only one order?

No, each subscription generates its own order. To group products, you would need to create a multi-product subscription bundle on the Ciklik side.

Q: Do failed orders appear in PrestaShop?

No, only orders with a successful transaction are pushed to PrestaShop. Orders closed with failure status remain only in Ciklik.