When subscription orders fail due to credit card processing errors, subscribers can now manually retry their orders immediately after updating their payment information. 

This update empowers customers to resolve payment issues without contacting support, reducing friction and recovering revenue that would otherwise be lost due to involuntary churn.

Here's what's new:

• Subscribers can now see failed orders with upcoming retries directly in the Subscription Manager.
• While the order is in retry, they can update their payment method directly – saving time for both your team and the customer, with no need to contact support.
• After updating, customers will see a “Retry Now” button that lets them immediately retry the failed payment – replacing the usual “Send Now” option. If they don’t manually retry, the system will keep retrying the payment automatically based on your configured settings to maximize revenue recovery.

What this means for you:

• Recover more failed orders and recurring revenue.
• Improve the customer order retry experience.
• Reduce support tickets due to customer confusion.

Get Started Now: 

This feature is now live in the latest version of Subscription Manager (25.11.0). Customers with failed payment orders will automatically see them in their Order Processing section and can take immediate action to resolve payment issues. 

For questions around this new payment retry visibility or upgrading to the most recent Subscription Manager version, please contact our support team at help@ordergroove.com.

We’ve upgraded all fonts in the Ordergroove Admin to Inter. This modern, screen-optimized typeface brings readability and polish to every experience. Replacing our previous combination of Soleil and Roboto reinforces a cohesive user experience.

Here’s what’s new:

• 🤝 Unified font system across all headers and body text
• 📝 Improved readability at all sizes and weights
• ⚙️ Better alignment and spacing for smoother layouts

Updated Now

The new font is now live across Ordergroove - no action needed on your part. Just sit back and enjoy the cleaner, sharper UI.

We’ve added live links for faster, easier access to Shopify records—right from Ordergroove’s Customer Service Admin (CSA).

Here’s what’s new:

• Instant customer lookups: When a subscriber’s ID comes from Shopify, their ID in Ordergroove’s CSA now links directly to their customer profile in Shopify Admin—no more copy-pasting.
• Direct order access: Each successful order shown in the Ordergroove CSA now links to the corresponding order page in Shopify Admin, so you can quickly view payment, fulfillment, and timeline details.

What this means for you:

⚡ Faster ticket handling: Jump to Shopify with a single click—no manual searches.

⏱️ Quicker resolutions: Your support team gets the details they need to resolve issues fast.

😊 Smoother workflows: Fewer tabs and less hunting keeps your team organized, efficient, and happy.

This update is now live for all Shopify merchants—no setup needed. And we’re just getting started. More CSA improvements are on the way in the second half of 2025. Have feedback? Your Ordergroove CSM or our support team would love to hear from you.

For more information, take a look at the CSA Overview in the Help Center.

Boost recovery rates, avoid retry penalties, and cut out the noise in your recovery analytics with smarter payment retries. 

Here’s what’s new:

With newly released advanced rejection data from Shopify, we can more accurately determine when to retry—focusing only on orders with a real chance of success. This means cleaner analytics, fewer unnecessary retries, and improved long-term recovery outcomes.

What this means for you:

• You may notice a short-term dip in recovery rates as we filter out unrecoverable hard declines from your retry queue. Over time, your recovery rates will improve.
• Total recovered dollars won’t significantly change, as orders failing due to hard declines were and still are unrecoverable without customer action.
• This reduces the risk of retry penalties from card issuers and payment gateways by avoiding unnecessary attempts on known hard declines—helping protect your reputation and ensure long-term payment health.

When to expect this upgrade:

Smarter payment retries will start rolling out on May 12, with full deployment for all merchants expected by May 27. For more details or questions, reach out to your Customer Success Manager or submit a ticket to our support team here.

We’ve enhanced your Product Analytics charts to give you clearer insight into which products are fueling subscription growth—and where there’s room to optimize.

Your Top Products by Subscriptions chart now breaks down new, active, and canceled subscriptions per product variant by both count and %, empowering you to track performance at a glance and fine-tune your strategy.

Here’s what’s new:

• See counts and %’s of new, active, and canceled subscriptions for every product and its variants.
• Identify trends—such as which sizes or flavors see higher cancellation or subscription rates—and adjust proactively to align with subscriber behavior.
• Pull a snapshot of active subscription counts by product variant for any date range.

What this means for you:

Quickly pinpoint top performing products, find trends in cancellations, and optimize to meet subscriber preferences and drive growth.

Get Started Now

Your upgraded Product Analytics chart is live–explore it now in your Ordergroove Admin.

Shared Analytics links now open with your selected timeframe and dashboard tab—making data collaboration fast and seamless.

This ensures everyone on your team is looking at the exact same data without manually adjusting filters.

Ready to try it? Simply set your desired filters in analytics, copy the URL, and share with your team. Log into your Ordergroove admin to get started.

• Up to 90% improvement in cursor-based paginated address and subscription requests: ideal for large data sets, historical queries, and backfilling operations
• Query the data you need: Updated datetime filters for more precise and efficient data pulls

We’ve added two new properties to our Klaviyo and Attentive integration subscription.cancel event data: cancel_reason_code and cancel_reason_message. 

This improvement allows you to effectively re-engage subscribers with compelling winback messages tailored to their specific cancellation reasons.

What this means for you:

• Personalize winback messaging with enhanced segmentation capabilities.
• Reduce manual effort in categorizing cancellations.

Maximize your recouped revenue with this Academy module on winback campaign best practices. Information sent to Klaviyo and Information sent to Attentive have a complete list of data you can use to personalize your subscriber messaging.

We’ve added Reactivated Subscriptions as a new enrollment status in Analytics, giving you visibility into how many customers resubscribe after cancellation. Now you can better understand subscription trends and the impact of your win-back efforts.

Here’s what’s new:

• Monitor win-back performance – See how many customers are returning and gauge the success of your retention efforts.
• Analyze subscriber trends – Identify which products or time periods drive the most reactivations.

Get Started Now

Churn is inevitable, but winning back subscribers is within your control. Understanding what brings customers back to your brand is key to sustainable growth. Explore your reactivation metrics in the Ordergroove Admin today.

We're excited to announce the Enhanced Promotions Homepage, making it easier than ever to understand which offers are driving the most value and empowering you to optimize your subscription program.

Here’s what’s new:

• Active Subscriber Counts at a Glance: See exactly how many subscribers are benefiting from each promotion.
• Seamless A/B Testing: Connect with our Experimentation Suite (currently in closed Alpha) to test different offer variations and pinpoint the most effective strategies.

Get Started Now:

The new Promotions Homepage is live now. Interested in optimizing your subscription offer strategy through experimentation? Visit our Knowledge Center for more information or ask your Ordergroove CSM about joining the A/B Alpha today.