We've updated how certain rejected orders appear in the Rejected Order Reasons section of your Orders Analytics tab. Specifically, orders that were in a payment retry cycle and subsequently superseded by a Send Now action will now surface with more detail than before, previously showing “NA”.

What is a "810" Rejection Code?

When a subscription order fails due to a payment issue, Ordergroove automatically retries it based on your store's retry settings. If a Send Now action is triggered on a subsequent order for the same subscriber while a retry is still in progress, Ordergroove automatically rejects the retrying order to prevent a duplicate shipment from going out. This is expected platform behavior and it protects your subscribers from being charged or shipped twice.

Previously, these rejections appeared with limited detail:

• In Orders Analytics, the rejection code and text appeared as N/A
• In the API, Order.rejected_message appeared as {}

What’s changed:

• Rejection Code: Instead of N/A, the Rejection Code field now displays 810, making it immediately clear why the order was rejected.
• Rejection Text: Instead of N/A, the Rejection Code field now displays "Order superseded by Send Now"
• API Response: Instead of {}, the Order.rejected_message field now returns: {'code': '810', 'message': 'Order superseded by Send Now'}

What to Expect:

The Rejected Order Reasons table in the Orders Analytics tab reflects these new formats immediately.

If your team exports rejection data or uses it in a data pipeline, you will see the updated rejection code and message appear.

No action is required within the Ordergroove platform. You can view this table in Data > Analytics > Orders.

Questions?

If you have questions or notice unexpected behavior in your data, reach out to your CSM or to the support team.

SendNow has been upgraded to run near real-time across all merchants, completing in seconds.

What's new:

• SendNow requests are fulfilled in near real-time, eliminating processing delays.
• No changes are needed from your end–  the SendNow endpoint works exactly as before, just faster. 

We’re thrilled to announce our advanced Cancel Flow Analytics – a new data view that shows exactly how your cancel flow experience impacts revenue.

Now you can see the complete picture of what happens when customers consider canceling, from entry to outcome, with clear metrics on retention and revenue impact.

Here's what's new:

• Churn risk visibility: Track how many subscribers enter your cancel flow to gauge potential churn.
• Save tactic distribution: Identify which customers take save tactics (skip, pause, SKU swap, discount) vs. canceling, and quantify the revenue you've retained.
• Post-flow insights: Track what happens after a save. See whether subscribers who accept a cancel-flow offer actually stay – or churn later – so you can optimize for real, lasting retention.

What this means for you:

• Pinpoint where your cancel experience succeeds and where customers drop off
• Quantify how save tactics directly impact retention during and after the cancel flow experience
• Make data-driven decisions to optimize lifetime revenue

Get Started Now

This update is now live – check it out in the Retention & Churn drop-down under Analytics. If you have questions about Cancel Flow Analytics, please reach out to your Ordergroove CSM or check out our KC for more details. [Read more here]

Your subscribers can now skip their next order with a single click through SMS and email messages. The new 1-Click Skip action gives subscribers a faster, more frictionless way to manage their subscriptions when they need flexibility.

What's new:

• One click, done: Subscribers can skip their next order with just one click from a text or email, seeing immediate confirmation 
• Consistent experience: 1-Click Skip joins our existing 1-Click actions (Delay, Cross-sell, Reactivate) to give subscribers faster control across all their subscription management needs

What this means for you:

• Reduce friction and retain more customers: Make it easier for subscribers to skip when they need to, reducing the likelihood they'll cancel instead
• Increase engagement: Lower barriers to subscription management mean subscribers are more likely to stay active and engaged with their subscriptions

Get Started Now: Learn more about 1-Click Actions and how to get started.

Holiday promotions and test offers have a habit of sticking around forever. To fight the clutter, you can now archive unused offer profiles and keep your subscription promotions clean, organized, and easy to manage. 

Plus, new filter views let you view promotions by active or archived status.

What’s new:

• Archive with confidence: Offer profiles can be archived as long as they don’t have active subscriptions and aren’t part of a live A/B test.
• Smart recovery: If a subscription on an archived offer profile is reactivated, we’ll automatically unarchive it for you.
• Faster searching: Find the promotion you’re looking for faster with a new dropdown menu that lets you filter by archived or active status.
• Better API filterability: Enhancements to the Offer Profile List endpoint let you filter offer profiles by archived or active status.

What this means for you:

• Manage your incentives efficiently and safely.
• Find the promotion you’re looking for, faster.

Get Started Now:

Offer Profile archiving is available to you now! Head to Flex Incentives in Ordergroove to clean up your promotional roster. 

And if you’re interested in more OOTB promotional setup, ask your Ordergroove CSM about the new Self-Serve Flex Incentives Alpha today.

We’ve increased the speed of our List Payment Endpoint to help you retrieve payment data faster than ever before. With significantly enhanced response times, we’re making it easier for you to sync Payments data into your data warehouse for analysis.

What's New:

• Up to 10x faster response times for large payment data requests
• Handle bigger data pulls with improved performance on bulk requests

We've just launched a new tab in your Retention & Churn analytics: Customer Actions. This new view gives you clear visibility into how subscribers interact with their subscriptions- tracking skips, pauses, product swaps, and other key behaviors that impact your retention strategy.

Here’s what’s new:

• Get a view into how many subscribers skipped, changed the date or quantity of their order, swapped SKUs, and more, all over time
• See a breakdown of sources where these actions happened- from Subscription Manager to API or CSA

With Customer Actions, you now get a clearer picture of subscriber engagement.

Get Started Now

Customer Actions is available today in your Analytics dashboard. Simply go to Analytics > Retention & Churn, and access the new tab to start exploring your customer action patterns.

👉 Read more here.

We’ve enhanced Webhooks with detailed context about who or what triggered an event. Whether it’s a customer action, API call, user input, or system process, you’ll now see clear attribution for event sources. 

This update gives you full visibility into event origins to make it easier to trace changes, accelerate troubleshooting, and uncover patterns in behavior.

Here’s what’s new:

• Actor type now included (customer, API, user, system account, or system process)
• Unique identifier of who or what took the action
• Broader event coverage across most sources, with more to come in future updates

What this means for you:

• Faster troubleshooting
• Clearer audit trails
• Deeper behavioral insights

Get Started Now

This Webhooks enhancement is available today. Review the updated documentation to start leveraging the new event details.

👉 Read more here.

Prevent up to 24% of cancellations with Cancel Flows retention incentives – now configurable under our newly expanded On-Demand Incentives feature. This update consolidates Shopify discount codes and Cancel Flows incentives in one turnkey retention tool.

With On-Demand Incentives, you can create smarter, more flexible offers that keep subscribers engaged and reduce churn – all OOTB and configurable in minutes.

Here’s what’s new:

• Self-serve retention incentives – All merchants can now configure Cancel Flow retention incentives – already preventing up to 24% of cancellations for early adopters – and gaming prevention rules directly in Ordergroove.
• Unified on-demand incentives hub – Manage Shopify discount codes and Cancel Flow retention incentives in one central place.

What this means for you:

• Fight churn before, during, and after the moment of cancellation.
• Streamline incentive setup for convenience and efficiency.
• Unlock further turnkey flexibility & control.
  
  

Get Started Now

This update is now live – check it out in the Flex Incentives tab under Subscriptions. If you have questions about On-Demand Incentives or Cancel Flows, please reach out to your Ordergroove CSM or check out our KC for more details:

👉 More about On-Demand Incentives

👉 More about enhanced Cancel Flows (alpha)

We’ve upgraded your Retention & Churn Analytics page with a fresh look and a powerful new way to diagnose cancellations. 

Your new Cancellations by Source chart shows exactly where cancellations are happening across the Subscription Manager, Ordergroove’s Customer Service Agent page, as a result of discontinued products, disengaged customers, and more. This gives you clear visibility into the biggest drivers of churn, helping you quickly understand where to focus and the best action to take.

Here’s what’s new:

• See counts and %’s of canceled subscriptions for every source
• Cleaner view of subscriber and subscription cancellations raw values and rates
• Identify trends and adjust proactively to align with subscriber behavior

Get Started Now

Your upgraded Cancellation by Source chart is live–explore it now in your Ordergroove Admin or visit Understanding the Retention & Churn Analytics Tab in the Knowledge Center for more information.