Subscription changes with Concierge
Let Concierge skip, swap, reschedule, pause and update subscriptions for customers by chat, text or email, within the permissions you set.
Last updated: 2026-10-18
Some subscribers would rather ask than click. Concierge, Chargezen's digital employees, can make the same subscription changes a customer could make in their portal, from a chat, a text or an email. It checks who the customer is first and only does what your settings allow, so your team only steps in when it is needed.
What Concierge can do for subscribers
- Show the customer's subscriptions, upcoming orders and order history.
- Skip the next order or a later one, and restore a skipped order.
- Move the next charge date, or place the next order now.
- Change how often orders come and the quantity of an item.
- Swap a product, remove an item, or change an item for the next order only.
- Apply a discount code.
- Pause, resume or cancel a subscription.
- Change the payment method or update the shipping address.
- Show your upsell offers and add one when the customer accepts.
Set it up
Choose what customers may change
Go to Settings → Subscriptions and find Self-Service Permissions. For each row, choose Customer & Store Owner, Store Owner Only, Customer Only or Disabled. Concierge follows the same rules as the portal.
Pick the launcher actions
In Concierge → Deploy → Launcher, choose Customize Squircle, open the launcher settings and the Subscriptions section. Turn actions such as Order now and Edit billing frequency on or off, and set the Frequency options customers can pick.
Choose how customers verify
In Concierge Settings, under Customer authentication, pick Strict: email code every time or Light: email + shipping ZIP first, code fallback.
Add upsell offers
Offers you create in Concierge → Upsells are the ones Concierge can suggest. See Upsells for subscribers.
Self-Service Permissions rows
- Cancel subscription
- Pause subscription
- Swap products
- Change quantity
- Change frequency
- Change shipping address
- Skip/reschedule orders
- Reactivate subscription
Store Owner Only keeps an action for your team, so Concierge won't make that change for the customer.
Changes Concierge makes update the subscription itself, so your team sees them on the contract in Subscriptions → Manage → Contracts, the same as changes made in the portal.
Troubleshooting
Concierge says it can't make a change
Check the action's row in Self-Service Permissions. If it is Disabled or Store Owner Only, Concierge leaves the change to your team. Order now and frequency changes also follow the launcher's Subscriptions settings.
The customer can't get past verification
In Light mode the customer gives their email and shipping ZIP code, with an email code as the fallback. If they don't know the ZIP, the code still works. Strict mode always sends a code.
Related
- Manage subscriptions by text and chat with Concierge.
- Glossary: AI agent, AI customer service, skip delivery.
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