--- title: "Managing subscription-related orders" description: "How to find the correspondence between PrestaShop orders and Ciklik subscriptions" url: https://www.ciklik.academy/en/prestashop/gestion-abonnes-ciklik/gerer-les-commandes-liees-aux-abonnements/ lang: en lastUpdated: 2026-10-09 --- # Managing subscription-related orders > PrestaShop > > This page applies to PrestaShop stores using the Ciklik module. Running a Ciklik box store? [See the box path](https://www.ciklik.academy/en/demarrage/bienvenue-chez-ciklik/). > 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**, thanks to the module option **Create customer message thread for orders** (enabled by default). You can also find whether it is a first order (subscription) or a subscription renewal order. ## Finding order details in Ciklik 1. From the **detail of a PrestaShop order**, note the **unique transaction identifier**. 2. Enter this identifier in the search bar of **Transactions** in the **Sales** section from the Ciklik application. 3. Click on the transaction to access its details, and thus find the order details and the associated subscription. > Note > > 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](https://www.ciklik.academy/en/gestion-commandes/mon-client-s-est-abonne-deux-fois-par-erreur/). ## 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, the customer must order them together with the same frequency: they then form a single subscription. **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. ## See also [Subscriber order management](https://www.ciklik.academy/en/gestion-commandes/gestion-des-commandes-des-abonnes/) [Understanding the end_date field of a subscription](https://www.ciklik.academy/en/prestashop/gestion-abonnes-ciklik/comprendre-le-champ-end-date/) [Payment retry: Rebill](https://www.ciklik.academy/en/paiements/tentatives-de-prelevements-rebill/)