Updating Subscriptions Through Ecommerce
Customers can change an existing subscription — upgrade, downgrade, or add and remove add-ons — through a guided flow with no admin involved. Self-service change beats a support ticket for routine moves: it's instant for the customer, frees your team, and lets you insert save offers exactly where churn happens. In the current platform this is a journey, not a special page mode — the same building blocks as a new-sale flow, pointed at an existing subscription.
How it works
Build a journey of type Customer Self-Service (see Create a journey) that loads the customer's current subscription.
Add steps that let the customer pick a new plan or adjust add-ons.
The journey applies the change to the existing subscription in your billing system rather than creating a new one.
Add branching to respond to intent — for example a retention offer on a downgrade or cancellation.
Key concepts
Journey type sets the audience. Customer Self-Service is the end-customer-facing variant; for rep-assisted changes, build a CSR Self-Service journey instead so an agent can drive the same change on the customer's behalf.
Change, not re-buy. These flows amend the live subscription (plan swap, add-on add/remove), so billing reflects a true upgrade/downgrade rather than a duplicate order.
Branching is where retention lives. The same conditional routing that powers a checkout funnel lets you intercept a downgrade or cancel with an offer before it commits.
Gotchas
Use the right journey type: a Customer Self-Service journey is for the account holder; a CSR Self-Service journey is for a rep acting on their behalf. Picking the wrong one exposes the flow to the wrong audience.
These journeys operate on an existing subscription — they must load the current subscription first, so the customer (or rep) needs to be in the right account context.
This is distinct from a payment page, which captures a payment method or pays an invoice but does not change what the customer is subscribed to.
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