We're introducing a new way to understand and address subscription cancellations. This feature helps merchants reduce churn and understand its root causes, making it easier to take meaningful action and improve customer retention.

Customers who cancel in the Self Service Center are now asked to share their reason. Based on this feedback, you can offer targeted winback options to prevent churn. What’s possible today:

• Capture direct customer feedback when customers cancel

• Set up custom cancellation reasons in your Firmhouse project

• Link specific reasons to offer customers alternative options instead, such as:

  • Pausing a subscription until a specific date

  • Delaying the next shipment for a set number of orders

Note: At this stage, we offer pause and delay winbacks. Discount-based winbacks are not yet supported, and will be part of a next release.

Insights in cancellation reasons and winback strategies

We have introduced a new segment titled "Churn Prevention" to our Metrics dashboard. This segment offers insights into both the quantitative and qualitative aspects of why customers are leaving and which winback strategies are effective in reducing churn.

The page is divided into three main sections:

• Overview of key churn metrics. These metrics are essential for understanding your current churn rate and the effectiveness of winback efforts.

• Detailed Analysis of Churn Prevention. Identifies which winback promotion is most successful at mitigating churn.

• List of qualitative customer feedback. Details the reasons customers have for churning.

The dashboard allows for filtering, ranging from the last 7 days to the last 12 months.

Our Shopify widgets and app embeds are now fully compatible with the Horizon theme, allowing for seamless subscription integration without the need for extra setup.

What's new:

• Full support for Shopify's Horizon theme

• Widgets and embeds automatically adjust for uniform styling across your store

• Effortlessly integrated into your pages without the need for any additional setup

This enhancement ensures a more fluid experience for merchants utilizing subscriptions with the Horizon theme.

Project managers and members of the finance team now have the capability to access and control mandates directly from the subscription overview page, making it easier to handle mandates without leaving our platform.

• With Mollie, the “Manage mandates” feature has been introduced, offering the ability to see a customer's current mandates and to initiate a new SEPA direct debit mandate.

• Using Adyen, this option shows the existing payment method and provides the option to Revoke it, assuming the user has the appropriate permissions.

• For those using Stripe, it presents the current payment details and allows for the alteration of the Stripe Customer ID via the Edit feature.

A minor yet significant enhancement: B2B clients are now able to change their company name themselves via the Self-Service Center (SSC). This diminishes the administrative tasks for merchants and ensures that records are up-to-date for accurate billing.

We've introduced a new option under Checkout → Preferences → Customer fields named "State required for country." This feature allows merchants to configure if they want to make the selection of states optional during checkout, though the default setting continues to mandate state selection for countries that have them.

This change offers an better checkout experience for across various markets and removes obstacles for buyers in countries where choosing a state is unnecessary, removing potential conversion killers.

Merchants now have the ability to establish a cap on the amount that can be paid “on account” by customers. This functionality solves the problem of customers making Pay-on-Account orders that surpass their credit limits. By setting order limits, merchants can now prevent payments that go over the specified limit from being processed at the Shopify Checkout.

What's new:

• Implement caps on amounts for "on account" customer payments

• Avoid transactions that go beyond the SEPA direct debit limits

• Set up universal limits or tailor them to individual customers

These options let sellers offer a great experience to their customers and get paid quicker without more risk.

We've redesigned the Shopify merchant experience to reduce setup time and empower customers to manage their own subscriptions.

New project creation flow for Shopify projects

• Dedicated "Connect Store" option is now the default when creating a new project from Shopify

• Automatic configuration of optimal Shopify settings in your Firmhouse project

• Redesigned onboarding page for all Shopify projects

• Step-by-step guidance with progress tracking visible

• Embedded intro video to accelerate setup

This makes it much easier to get started as a merchant on Shopify, and launch your subscriptions within a matter of hours. These improvements come in addition to our extensive onboarding documentation that is available to all merchants starting on Firmhouse.

You can now configure exactly which product adjustments customers can make in the Self-Service Center (SSC). Three new settings let you enable or disable:

• Changing product quantity

• Changing delivery/shipment frequency

• Changing the next delivery/charge date

Each toggle controls the visibility of the relevant section for your customers in the SSC, no custom code needed! For Shopify-native projects, only quantity changes are available to be changed.

We have revamped our email management system to enable quicker email setup and more precise control. Every type of email now comes with standard templates and content to help you begin. Thanks to improved labeling and categorization, finding the appropriate emails has become simpler.

Furthermore, emails are now properly disabled if they are managed by Shopify or turned off due to your project's settings configuration.

For projects that use Shopify and Klaviyo

• Technical identifiers have been replaced with clear, descriptive template names

• Emails are logically organized by their purpose

• There's enhanced sorting and searching capabilities

The outstanding invoices email now features proper content:

• A new template design optimized for mobile devices

• Availability in both English and Dutch

• Enhanced readability across all devices

You can now add custom names to API keys during creation, making it easier to manage and recognize at a glance what each key is for—no more second-guessing! The API key creation form also got a visual refresh, now matching the app’s latest look and feel with a cleaner, more delightful experience.

Great news for merchants using both Shopify and Adyen! You can now launch subscriptions with Firmhouse while offering local European payment methods including iDEAL, Bancontact, and SEPA Direct Debit.

This integration provides a unified experience: native Shopify checkout, flexible subscription management through Firmhouse, and expanded payment options for your European customers, all without changing your core payment stack.

We've completely transformed how you connect with Klaviyo. No more manual payload configuration or tedious event testing for every email. Simply enter your Klaviyo public API key, and you're ready to go!

Our new automation includes pre-configured default payloads for all essential email events. When you enable Klaviyo for the first time, all payloads are automatically loaded and sent to Klaviyo, making the setup process seamless.

Additionally, we've added a "Load default payload" button for existing integrations, eliminating the need to visit our help center for payload templates.

You can now create subscriptions directly from the portal, perfectly for adding new customers that had a subscription with you already. This is great in situations where you managed customers manually, and now want to add them to your automated set up.

Key capabilities:

• Preserve original subscription details including products, start dates, and pricing

• Link to existing Shopify customer accounts for seamless integration

• Provide customers with secure payment method update links

• Grant immediate access to self-service subscription management

This feature is particularly valuable for merchants migrating existing subscribers from manual processes or other platforms. This feature is available upon request. Get in touch with the team to get access.

We've significantly upgraded our minimum order amount feature with country-specific flexibility. You can now:

• Set a global default minimum order amount

• Configure country-specific overrides with unique amounts per currency

• Display dynamic warnings during checkout when minimums aren't met

The checkout page intelligently updates when customers select different countries, clearly communicating requirements and preventing checkout until conditions are satisfied.

This feature is available upon request. Contact our Support team to enable it for your project.

Enhance your international customer experience with multi-language product support. You can now configure localized titles and public names for products, ensuring customers see content in their preferred language throughout their journey.

Localized content appears across all customer touchpoints:

• Checkout experience

• Order confirmations

• Invoices and receipts

• Self-service account pages

While maintaining a default product title for internal dashboard use, you can add as many language variations as needed through either the dashboard UI or GraphQL API.

Please note: This feature is available for merchants using Firmhouse Checkout (not currently supported on Shopify). Contact our Support team to enable it.

Validating payment methods has become more user-friendly. Now, the small charges (ranging from €0.10 to €1.00) that are applied when payment methods are updated can be refunded automatically.

This improvement enhances the customer experience by ensuring that these small verification fees do not become an expense for your customers, and it also keeps these transactions off your financial records, aiding in the accuracy of your revenue reconciliation.

Important: Please note that both the authorization charges and the refunds might be subject to fees by your payment service provider. This functionality is accessible upon request—please reach out to our Support team to activate it for your project.

We’re excited to introduce minimum commitments for order-based project types. This update allows you to capture longer-term commitments from customers, similar to rental subscriptions, while still  providing full flexibility in delivery timing of committed orders for your customers.

Minimum ordering commitments help you immediately reduce churn after the first order, avoid subscription order discount abuse, and strengthen customer retention. 

This feature is linked to a certain plan in your Firmhouse project. You can find your plans under the Plans tab on your portal. Basically, a plan sets the agreement terms with your customer, including how often they get their products and any discounts for that plan.

If you want to give your customers choices like how often they get shipments, you have to make a separate plan for each choice.

How minimum commitments work

Minimum commitments are the third term you can now establish for your plans.

This is how they work:

1. Once you set a minimum commitment for a specific plan, all new subscriptions will follow those terms automatically. 

2. Your customers can still add products on their subscription management portal after the original signup. These products do not get automatically locked in the commitments - meaning your customers can add or remove products freely, as long as they're not part of the commitment.

3. Commitments become active on subscription activation and get updated when a relevant change is made (a shipment date is changed, orders are paused or skipped).

4. Our recommendation is that you set your minimum commitments using multiples of that plan frequency. For example: if you have a monthly plan and you want to lock in your customers for two orders, you set your minimum commitment period as one month. That will cover the first order, which is immediate, and the second order one month later. If you want to lock in your customers for three orders, then you set your minimum commitment period as two months: the immediate first order, a second order after a month and the third order at the end of the second month.

As a merchant, you can change agreements with a customer if necessary. You can take out products, cancel orders before the agreed time, change the dates of commitments, and set a new date for the next shipment.

We created a new role for your team members: Support agent. This limits you support team members to only operational tasks inside a project. They don't have access to any customer data, and can't change any of the settings of a project, change pricing, or create discounts.

This role can only see subscriptions, invoices and orders, but no other settings:

Adjust the dates of orders for customers who are on a pre-paid subscription plan. As a merchant you can now reschedule future shipments for your customers, without having to file a ticket with our team to get it done for you.

Offering starter kits can be a hassle for many merchants, with lots of manual work to adjust products and prices for new customers. With our new Checkout Product Swap workflow, you can say goodbye to all of that.

Create as many links between different products as you like and easily change products for new subscriptions after the first order. Your customers get the initial product in their first order (like a starter kit with a unique flavor) and then automatically receive a different product in all future orders (the regular flavor they'll get while subscribed).

After changing the products, the subscription prices are automatically updated to match the new products without needing to do anything.

The process is easy: set up your product links, use an email domain filter to test without involving your customers, and do a test signup with your own domain to check how it works. When you're satisfied with the setup, just turn off the email filter to start using this process for all new signups.

New configurations for plan discounts with Shopify

We recently added two new configuration options for Shopify plan discounts:

• Type or purchase eligibility

• Fixed amount discount for Shopify selling plans

With these additions we’re expanding further how you can reward loyal subscribers.

Configure type or purchase eligibility

You can now decide on which type of purchase the discount should apply. This is great to exclude specific products from discounts in your offering.

Available discount options:

• All (default)

• One time purchases only

• Recurring only

Before we had this configuration, the discount would apply to all types of purchases, which is currently still the default behavior.

Fixed amount discount available for Shopify selling plans

You can now choose between a percentage discount or a fixed amount discount on your plan. Previously in our new Shopify integration we only supported % based discounts.

For example, you can now offer your customers:

• Give your customers a 10% discount, or

• Give your customers a €10 euro discount

These new discounts for our Shopify integration help you easily change prices for your customers.

See discounted price for your next orders 

When a discount is active for a subscription, your customers see the discounted price in the subscription overview and next order preview when managing their subscriptions on their Firmhouse My account. As soon as the discount ends, the non-discounted price will be shown. This is available in all Firmhouse projects, but it does not apply to custom prices or discounts created for a specific plan.

Offer multiple  simultaneous discounts at checkout

Firmhouse's hosted checkout has a new capability to allow your customers to use multiple discounts at the same time. Your customers can now add an additional discount using a discount code, in combination with an active automatic discount.

When you create automatic discounts, you will see two settings to specify how you want it to work:

• Allow discount codes to override this automatic discount at checkout

Enable this setting if you do not want to apply this automatic discount alongside the discount code used by your customers. Enable this setting if you want a discount code used on the checkout to override an automatic discount on the checkout.

• Apply this discount when manual discounts are applied

Enable this setting if you want your customers to use both a discount code and an automatic discount. Please note that automatic discounts are not applied by default anymore if the subscription already has a discount applied via our API.

To improve clarity for your customers, we added a little tooltip in the price breakdown that shows the subtotals of the discounts applied on checkout:

Please keep in mind that these features are available on Firmhouse's hosted checkout only (so not yet available on Shopify checkout).

Increase speed to add products to your cart - SEPA checkout

Some Shopify themes include cart attributes that might not be needed and slow down the customer and store experience. Cart attributes are used to gather additional information from customers, which are not captured by default.

Depending on the theme you are using, you can decide whether to submit any of the cart attributes. If they are not useful in your case, you can now disable them using this setting in your Shopify store admin in the Firmhouse widget configuration, under the theme customization section.

We strongly encourage you to work with this new setting to make your checkout process faster.

Price matching with price override

You can now enable Price matching with the Shopify override setting by default on Shopify-connected projects. Enable this feature on our Shopify (Legacy) integration app and make your financial reconciliation that much easier.

Trend graphs and Cohort Analyses

We've added trend graphs to the metrics dashboard for Revenue (per month), Signups, Orders, Active subscriptions, Actively Charging (non-paused), and Cancellations. Cohort Analyses were moved to a separate tab so we can focus the Overview tabs on graphs and KPIs combined, with data for the last 3 months.

New Lifetime Value view

We are adding a brand new Lifetime Value overview to our Metrics dashboard (currently in Beta). This overview helps you understand the performance of your subscriptions with:

• LTV calculations for customers who signed up in the past 6, 12, and 24 months to facilitate monitoring performance over time.

• A cohort table to help you compare monthly cohorts over time, so you can pinpoint when you acquired your most valuable subscribers and repeat your most successful initiatives.

This overview is still in beta. Reach out to our Support team to enable this on your project and send us your feedback.

Shopify native checkout

• Added automatic Firmhouse-Recurring-Order tags to easily identify recurring purchases on your Shopify admin account:

• All orders initiated on Firmhouse will ignore inventory numbers on Shopify and always be created, regardless of stock levels in Shopify - this prevents orders from not being created when the product is not in stock.

• Discounts for one-time purchases can be disabled for subscriptions. See how to set this up in our Help Center.

• It is now possible for merchants to add gifts or other products after checkout in SEPA subscription orders. This feature is available on demand. If you want to add it to your project, please contact our Support team.

General

• Failures in payment creation at Mollie no longer prevent invoice creation, which means manual payments by your customers  are now instantly possible in these cases.

• Ship now - next shipment date was corrected.

• Filter for new subscriptions: rejected and one-time purchases are now scoped correctly.

• Intrum integration: improved stability and monitoring when invoices sync breaks.

• Clients that have plan-based subscriptions with a flexible billing schedule now see the correct billing schedule in their My Account portal. While fixing this, we also made translations more consistent across different setups, projects, product types, languages, etc.

For developers

• GraphQL fields: invoice.paidAt and subscription.rejectedAt for precise timestamp tracking

• Promotion validation: it's now possible to add a validatePromotion: true argument to applyPromotionToSubscription, which will use our promotion validator to validate whether the promotion is valid for the subscription. This is available to all merchants, but disabled by default (validatePromotion: false as default value).

• Allow asset purchase via API: merchants can now use the API to configure this Product setting. If there are assets for this product and the option is enabled, customers can buy out the asset at a one-time higher price. After that, they own the asset and are no longer subscribed to it. Previously this setting was editable only from the portal.

You and your B2B customers can now enjoy a smoother, more modern way of doing business with our new Pay on Account option for Shopify.

In the past, customers needed to have their card or iDEAL payment ready at checkout for placing their orders. Typically, not everyone in your customer's organization has immediate access to a card or bank account.

For those customers who already have a pay on account solution, tracking open invoices outside of Shopify and managing payment follow-ups are time-consuming tasks.

That's why we're launching Pay on Account as a payment method for Shopify. This update cuts through payment complexity by combining the flexibility of invoicing with the speed of digital transactions. Now, your B2B customers using Shopify can complete purchases quickly and easily, while you can ensure timely payments.

With Pay on Account, they can choose a payment option at checkout without entering detailed information. The result is a streamlined purchasing process that saves time, reduces costs, and offers more financial flexibility.

Here’s how it works

Setting up Pay on Account requires a few specific steps in your Shopify and Firmhouse accounts. First, the B2B feature in Firmhouse must be enabled. If you don’t see the above option, just reach out to us, and we’ll enable the feature in your Firmhouse project.

Configure the payment method in Shopify

First, you need to choose how you’d like to present the option to Pay on Account by creating a manual payment method in Shopify and configuring it in Firmhouse.

You can also give it a name that suits your customers, such as: Pay on Account, Betalen op rekening, or Zahlen auf Rechnung.

Allow your customers to onboard themselves onto Pay on Account

Only customers who have their bank account set up on their Firmhouse Pay on Account profile will see the Pay on Account method at checkout on Shopify. Our platform makes sure that Pay on Account is hidden for customers who haven't onboarded themselves yet.

To easily onboard customers and help them create their Pay on Account profile and add their bank account, you can set up a special Pay on Account Activation Product in your Shopify store. When a customer purchases that product through Shopify checkout, a Pay on Account profile is automatically created for them. The Pay on Account payment method you've configured will then appear for all future orders.

→ Learn more about Pay on Account in our Help Center article.

Our Self Service Center (SSC) now offers an easier way for your customers to switch between subscriptions if they have multiple subscriptions with your business.

The Subscription and Account Space displays your customers' ID number, initials, and consolidates all account-related actions in a single dropdown. This offers a cleaner, more organized way to manage everything in one place.

It is located in the top-right corner of the header. Navigation may vary slightly depending on the customer type and whether they are using a desktop or mobile device.

Desktop users

Customers with single subscriptions

Customers who only have one subscription won’t need to switch between subscriptions, as they only have one accessible in their SSC.

They can now access the Personal Details and Logout links as dropdown options within their Subscription Space.

Customers with multiple subscriptions

Customers with multiple subscriptions under a single email account will now see the Switch Subscription option in the dropdown under their Subscription Space.

This allows them to easily manage and switch between subscriptions directly from the navigation. They will also see the Personal Details and Logout options there.

Customers with one-time purchases

Customers with one-time purchases do not have a subscription; they will see the Account Space options named slightly differently to better fit their experience.

They will see the Switch Account and Logout options in their Account Space. The Switch Account option will only appear if they have multiple accounts under the same email address in your project.

Mobile users

For mobile users, the Manage another subscription option appears in the dropdown, taking them to the subscription and account selection pages.

The Logout button is now a separate action at the bottom of the list.

It’s now easier to manage your Firmhouse Account, payment method, view invoices, and control which team members have access to manage your account.

Account Owners or Billing Members can now access the Account Page for their business from the My Account menu in the top-right.

On the Account Page, you can access:

• Billing Portal: View invoices, check your Firmhouse subscription, and update your payment details.

• Grant or Revoke User Access: Allow additional team members to manage your account. To grant access, select the user and role, then click Grant Access. To revoke access, simply click Remove.

For e-commerce businesses, cash flow is everything. But why wait for monthly payments when you can get paid upfront?

That’s why we are excited to share Prepaid Subscriptions with you.

With this update, you can:

• Secure upfront revenue while customers enjoy savings.

• Improve cash flow without relying on banks or investors.

• Increase retention by locking in long-term customers.

Your customers already love your products. Turn that commitment into your next big move.

Here’s how it works

Once enabled, you will see new options for the plan form:

• Discount: The discount applied to the product price when this plan is chosen.

• Recurring charge moment: The moment we generate the full invoice and payment.

• Delivery cycle: This defines how many orders the full invoice will be split across.

Here’s a quick example

Let’s say a customer subscribes to receive 12 products a year. With Prepaid Subscriptions, this translates into three orders (one every four months). The customer will pay upfront for all 12 products, but they’ll receive four products in each of the three orders.

For example, the first order will be shipped on May 30th, the second on September 30th, and so on—without charging the customer again after the initial payment.

Reach out to us if you'd like to try this private beta feature

If you'd like to participate in the private beta for this feature, please reach out to us here. We’ll review your setup to see if it's available and enable it for you.

Please note, as this is a beta version, some features may not work exactly as expected. We recommend considering this if you're comfortable with testing early-stage functionality.

You can customize Prepaid Subscriptions with our Promotion Block

To make Prepaid Subscriptions customizable, we’ve introduced a new Promotion Block in our Self Service Center (SSC).

You can enable this block and use HTML and CSS to style it. With Liquid tags, you can dynamically create URLs for prepaid offers, making it super flexible.

You can use this block to display personalized prepaid offers to your customers, improving conversion rates by enticing them to switch to prepaid. Right now, you can use this feature as an upsell from an existing subscription, not during checkout.

You can configure the Promotion Block however you like and create unique offers for your customers. When your customer accepts a prepaid offer, we will replace their existing subscription with the new Prepaid Subscription. That way, your customers have a seamless experience while enjoying the benefits of prepaid pricing.

One-time products in single-frequency order-based projects will now be shipped alongside recurring products.

This ensures everything arrives at the same time, reducing unnecessary extra shipments when billing dates are updated.

We’ve also moved the Ship Now button from the ordered product dropdown to the Active Products table header for these single-frequency project setups.

In the past, whenever you wanted to remove a product from a subscription, you had to reference our internal OrderedProduct IDs (unique identifiers we use for each ordered product).

With this update, our API mutation destroyOrderedProduct now accepts either Shopify Variant ID or Shopify Product ID as parameters, in addition to the subscriptionId. So, you can now remove a product from a subscription based on its Shopify ID.

You can check out our Developer Doc for more information here.

Going on vacation? Fridge still full? Your customers need a break sometimes. Managing their subscriptions should fit their lifestyle, not the other way around. 

That’s why we’re excited to introduce Snooze and Skip orders—two new updates designed to give your customers full control over their schedules.

So, if people need to push back a shipment for a week or skip it altogether, these updates put them in charge with just a few clicks.

Snooze an order

Sometimes, life gets busy, and a little extra time is needed. With the Snooze feature, your customers can postpone their upcoming shipment by one week or more, so they don’t have to worry about receiving a delivery before they’re ready.

How it works

If customers choose to Snooze, it moves their next shipment date forward by the selected number of days. This allows customers to push back an order and still receive their subscription products without missing a beat.

Skip an order

Life happens, and sometimes customers need to skip a shipment entirely. The Skip feature allows them to do just that without disrupting future orders.

How it works

Customers can Skip an upcoming order, and the next scheduled delivery will be automatically aligned to their regular subscription cadence, ensuring their future orders aren’t impacted.

How Snooze and Skip work together

When customers have a combination of products with different shipment frequencies, both Snooze and Skip work seamlessly to ensure all products are managed together.

For example:

• Product A (every 2 weeks).

• Product B (every 4 weeks).

• Product C (every quarter).

If a customer chooses Snooze or Skip, the product with the shortest frequency will determine how the other products are adjusted. If Snooze is selected, the next shipment of Products A and B will shift by a week, while Product C, with its own schedule, will remain unaffected.

For a more detailed overview, including how to get set up with Snooze and Skip, please check out our Help Article.

Your customers can now add one-time products to their subscriptions started via Shopify Checkout. Whether it’s a special add-on, a limited-time product, or a one-off purchase, these items will be included in the next subscription order without any extra steps.

Hold your horses! Our Shopify native checkout is finally here. Since November, we’ve been working hard on getting our new integration ready. In that time, we’ve been onboarding new and existing merchants into our private beta.

We’re now ready to accept more merchants. Our Shopify native checkout features an easier setup and integration that takes advantage of everything the Shopify ecosystem has to offer.

Subscriptions on Shopify native checkout

You can now use Firmhouse to power your subscription products on the Shopify native checkout. There’s no more need for a third-party checkout workaround. Merchants currently using the Firmhouse checkout can be migrated to Shopify as well.

Simply install the Firmhouse app into your Shopify store, add one of our pre-made theme blocks or customize your own, define your subscription plans, and go live on the Shopify checkout!

Please note: Certain limitations may still apply to specific subscription setups. Give us a shout if you want to transition to the Shopify checkout.

iDEAL, Bancontact, and more automatically convert to SEPA direct debit for subscription plans

At the Shopify checkout, we have added a local payment methods layer to support recurring payments. This allows your customers to subscribe using iDEAL, Bancontact, and more, which automatically convert to SEPA direct debit.k

Our subscription theme block allows you to seamlessly add subscription options to your Shopify product detail pages. You can either use the standard widget or build a custom subscription widget. This involves adding a block to your theme using the Shopify theme editor or using Liquid tags for more advanced customization. The widget allows customers to manage their subscriptions, select product variants, and adjust quantities, all directly from the product page. Additionally, you can customize the widget's colors and text to match your store's branding.

Shopify discount codes

You can now manage discount codes directly through Shopify, which will be automatically applied at checkout and on recurring Firmhouse orders. When adding a product to a subscription after signup (through the portal or Self Service Center), we now take the Shopify base price and apply the selling plan discount to set the appropriate custom price on the ordered product in Firmhouse. This make sure the right amounts are charged, especially for SEPA workaround scenarios, and ensures that the price in Firmhouse matches the price in Shopify for native Shopify subscriptions.

Payment dunning and reminder flows

Our retry and reminder payment dunning flows will continue to work as normal for regular subscriptions. These automated payment reminders and retry attempts ensure that subscriptions are processed smoothly and that customers are reminded to update their payment information if needed.

We’re excited to introduce a new feature that helps merchants automatically pause subscriptions that have no active products remaining. This ensures cleaner analytics and better subscription management for your business.

In smart, order-based projects, when customers are enabled to manage their products themselves, they can remove all active products from their subscriptions. In this case, the subscription remains active even though there are no products left or future shipments scheduled, which can clutter analytics and complicate subscription management.

You can read more here.

We’ve introduced a new invoice status called "UNCOLLECTIBLE" to help you manage invoices deemed uncollectible. You can now set this status via the API. While the invoice will still show as outstanding, you’ll be able to filter these invoices separately for better tracking.

Why this feature matters

For merchants like you, who send your own reminders on outstanding invoices, it's necessary to have a way to mark invoices as uncollectible after multiple collection attempts, including by third-party agencies like Intrum. This status ensures you can stop sending reminders and better manage your tax refunds, as the tax has already been paid but the amount was never collected.

How it works

We’ve added a new argument to the UpdateInvoiceMutation called status. You can now set the status to:

• PAID: If the funds were collected outside of Firmhouse.

• UNCOLLECTIBLE: If the funds were deemed uncollectible.

You can update this status via the API. For now, you’ll mark invoices as uncollectible manually, but we’re considering further automation, such as automatically marking an invoice as uncollectible if a collection case closes unsuccessfully.

Example mutation:

mutation(
  $id: ID!,
  $externalUrl: String,
  $status: InvoiceUpdatableStatusEnum
) {
  updateInvoice(input: {
    id: $id,
    externalUrl: $externalUrl,
    status: $status
  }) {
    invoice {
      id
      externalUrl
    }
    errors {
      message
      attribute
    }
  }

1. Create products to be shipped together on one subscription schedule.

A new FIRMHOUSE_SHIPMENT_ON_BILLING_CYCLE tag was added, allowing you to create products that will be shipped together according to the subscription schedule. 

Please note: This is only relevant for smart, order-based projects for subscriptions all recurring products are shipped together.

2. Freeze price for one-time products

A new SHOPIFY_PRICE_FOR_ONE_TIME tag has been added. This is the price of the product or variant in Shopify that will be used for one-time products, overriding the subscription_price metafield. Both the tag and metafield work together to set different prices for one-time and recurring products.

You can learn more about how to import your product catalog in this Help Center article.

Now, you can create an automation to push orders to Shopify via the Firmhouse API.

When an order is confirmed in Firmhouse and you have a Shopify app connected to your store, Firmhouse automatically pushes all confirmed orders to Shopify by default. This ensures that all orders are promptly sent out for processing and delivery to your customers.

However, if you want more control over order generation in Shopify, it’s now possible to disable our default behavior and set up your own rules for pushing orders to Shopify.

For example, you can use the order_confirmed outgoing webhook and the PushOrdersToShopify API endpoint to create your automation.

Please reach out to our support team if you need further assistance with setting this up.

We’ve just launched early access to our new Metrics Dashboard.

The new Metrics Dashboard shows you important business KPIs at a glance. And with Cohort analyses and Heat-maps you can see how your business performs over time.

We’re only just getting started and we’re rapidly iterating. So, please let us know if you’re looking for a metric or analysis that you want to see.

Coming to the Metrics Dashboard soon are:

• Subscription business KPIs such as LifeTime Value, Average Order Value (AOV), Churn/retention rate, and more…

• More cohort and retention analyses.

• Rolling averages and forecasting on upcoming revenue.

Access the new Metrics dashboard from your sidebar in Firmhouse Portal.

Read more about the Metrics dashboard in our Helpcenter

We’ve added easy-access button straight back into the relevant screen in your Shopify store admin. From the Customer detail page you can now easily access to Customer in Shopify. And from the Order and Invoice overviews and detail pages, you can now easily access the corresponding Order in Shopify.

You can now sort key columns in the Customers, Orders, Invoices, and Products overviews! When you open the page, the default sort column is already selected.

How to sort: Simply hover over a column header. When the sort arrow appears you can click and sort the table on that column.

In Shopify, we now tag every first order in a Subscription with the Firmhouse-First-Recurring-Order tag.

This tag makes it easy to identify the first recurring order for your subscribers, allowing you to add a welcome gift or distinguish subscription customers from one-time buyers.

Learn more about how Firmhouse tags orders in Shopify.

We've improved the behavior of our applyPromotionToSubscription mutation to:

• Allow discounts to be applied to subscriptions via API more than once, giving you greater flexibility for managing promotions

• Provide a clear error message when a discount cannot be applied, making it easier to understand and resolve issues

These enhancements ensure a smoother experience when managing discounts on subscriptions through the API.

We've added a new "Marked as non-paying at" column to the Customers table to help you manage these customers more efficiently!

When you select the non-paying status filter on the Customers page, the table automatically sorts to show the most recent cases first. If needed, you can also reverse the order by clicking the table header!

In addition to searching and filtering by status, you can now also filter customers on plans and products. Perfect for an email campaign follow-up or simply for checking how many customers are subscribed to which product.

After filtering, you can export the result to CSV by using the Export to CSV button.

You can now set up the Shopify integration so that a Customer in Shopify is created with the correct language before any order is created by Firmhouse.

This prevents your customers from potentially receiving order confirmation emails in the wrong language. With this new option we create the Customer in Shopify first and set the language chosen by the customer at Checkout.

Our team has been hard at work to ensure that our API consistently provides you with all the data you need—quickly and reliably.

We do this by making optimizations to our API and database on an ongoing basis. We’re now also adding measures to limit deliberate misuse or accidental heavy API requests with rate limits and complexity limits.

Rest assured, you’ll still be able to access all your data whenever you need it. No drastic changes to your current API usage will be made without offering a clear solution.

To already prepare your integration of Firmhouse, we’d love to share more about how Query Complexity is calculated and how you can optimize your queries with Pagination.

For further assistance or questions, feel free to reach out to our support team!

We're thrilled to announce a new feature that makes it easier than ever for your subscribers to enhance their experience with your store! Now, customers can seamlessly add products to their existing subscriptions right from your Shopify product pages—no need to navigate away! This new option streamlines the process, making it simple and convenient for subscribers to expand their recurring orders in just a few clicks.

This feature offers a win-win for both you and your customers. It provides a more flexible and engaging shopping experience while helping you boost sales and increase the average order value.

Ready to get started? Head over to our Developer Docs and Helpcenter article to learn more!

Please note: This functionality is only available for Smart Order-based projects and requires Shopify SSO app to be set up! Learn more about it or reach out to our support team if you have any questions or need assistance with setup. We’re here to help you every step of the way!

Building a custom Checkout on top of Firmhouse has just become extremely easy!

Use our new Headless React components to rapidly build your own custom Checkout, without having to deal with writing GraphQL API calls, field validations, price calculations, or payment step initiation. We take care of the plumbing and piping for basic Checkout features, you brand, style, and add on whatever functionality you like.

This way you can focus on a great custom experience and add on specific functionality, like appointment booking or add some kind of personalization wizard.

The React components can be used in any React-based frontend app, such as NextJS apps. The first few components include:

• Checkout form fields

• Subscription cart overview

• Total order price

• Checkout / payment button

Head over to our new Headless React section on the Firmhouse Developer docs and definitely take a look at the Examples.

We’ve heard you loud and clear! While we still love our Magic Link, we understand it’s not always the most convenient way to access the Self Service Center.

That’s why we’re thrilled to introduce an exciting update for merchants using Shopify: your customers can now seamlessly log into the Firmhouse SSC using their Shopify credentials. Enjoy a smoother, more integrated user experience with this streamlined login process!

Learn more about Shopify Single Sign-On

Exciting news! You can now set a minimum order amount for your store, ensuring that orders below the required threshold are not accepted. It's a great way to manage your business needs and achieve your profitability goals!

Please note: This functionality is only available for Smart Order-based projects.

Read more about this functionality

Let your customers add and remove products in their subscription directly from the Self Service Center. You can activate or disable this feature from the Portal.

When enabled, your customers can easily add products to their subscription or swap out current ones to try new flavors or explore more of your catalog. It's a fun way to discover new favorites!

Please note: This functionality is only available for Smart Order-based projects.

Read more about this functionality

We're working on further improvements to the product addition process. Stay tuned for updates!

You can now quickly and easily delete a customer’s personal data directly from the Portal, giving you more control over your customer information.

This new feature simplifies data management, allowing you to handle everything securely and confidently on your own, without needing to reach out to our support team.

Read more about this functionality

We're excited to introduce a new feature that streamlines how you manage payments made outside the Firmhouse platform. Now, you can quickly mark invoices as paid directly from the Portal, making it easier and quicker to update your records. Simply use the new sub-menu item in the invoice overview on the subscriptions detail page to mark the invoice as paid.

Read more about this functionality

Our API now allows upgrading your customers to a pre-paid plan. This currently works on Plan-based projects and we’re going to release this functionality for Recurring Order business models soon.

For instance: A customer currently pays €25 per month on their current plan. With the new flow, you can offer that customer a reduced price or €20 per month if they pay for 6 months up-front.

Customers don’t have to cancel their subscription and go through a new shortened payment flow to upgrade their current subscription to the new prepaid plan.

Billing cycles and orders will still be generated on the monthly cadence as they were, but no invoice or charge is required during the pre-paid period.

Read the details on how the new plan upgrades flow works

Check our developer guide for implementing a plan upgrade flow

We’ve added a new email notification which gets sent when products are added, removed, or updated in a customer’s subscription. Head over to email configuration page to configure this email.

The email is sent sent when making modifications via the createOrderedProduct, updateOrderedProduct, destroyOrderedProduct, enqueueOrderedProduct or dequeueOrderedProduct.

We batch all changes made via the API and wait 10 minutes before sending out the email. Otherwise, your customer would immediately receive an email for every update made.

You can now set a BCC email address for a Service Channel. With the BCC address the Service Channel is included in every email that goes out to the customers assigned to that Service Channel.

Including your Service Channels in all transactional customer-facing communication is a great way to involve your distributor, retail store, and other partners in every step of the customer journey.

⚠️ Make sure that you make your customers aware of including Service Channels in their communication. And that your privacy policy reflects this.

Learn how to add a BCC address to a Service Channel

Learn more about using Service Channels

We’ve added and updated a few mutations in our GraphQL API. You can now create Service Channels with the createServiceChannel mutation and update the Service Channel for a Subscription via updateSubscription and updateAddressDetails.

Learn more about using Service Channels for selling through distributors and partners

Over the coming weeks, we’re gradually rolling out updates to the out-of-self service features that our platform offers.

First up is a gradual visual update of our out-of-the-box hosted Self Service Center, we’re calling SSC 1.5. The 1.5 visual refresh features a more modern interface, easier access to typical functionality, and a personalized touch.

We’re introducing a new sleek blue default color scheme that lays the groundwork for future customization options, allowing you to soon personalize the SSC with your own brand colors.

We taking care to strike a balance to what we update and how any custom CSS you may have applied is affected. Please get in touch with us if you’d like to do a sanity check on what you may need to update.

What’s New?

1. Modern Interface: Enjoy a fresh, engaging look with standardized card layouts for a consistent feel across all devices.

2. Blue Theme: Our new color scheme sets the stage for future customization options that can incorporate your brand’s look&feel.

3. Improved Copy: We’ve improved our copy for clarity and added personal touches.

What’s Next?

• Customization Features: In our upcoming updates, you’ll be able customize the look and feel of your Self Service Center with your own brand colors and style, without having to maintain custom CSS and other scripts.

• Dashboard Enhancements: We’re working on making the dashboard more intuitive to use. Clearly presenting the contents of a subscription and the next order pricing breakdown including shipping costs and discounts.

• More self service features: Search & browse and add multiple products at the same time, add repeated one-time products to an order, trigger ad-hoc features.

• Going beyond the hosted SSC: We’re working on several nifty self serve features that will blend with your regular e-commerce pages. Providing even more options to purchase and subscribe to your products, without having to leave a page.

Read more about the SSC 1.5 update and how it’s being rolled out

We now synchronize shipping costs from Shopify just in time before generating and charging for each order. This makes sure that every order generated will have the most up-to-date shipping costs as configured in your Shopify store.

On top of that we now also continuously sync shipping costs from Shopify when any changes are made to a subscription’s products. This way you and your customer always have access to the most correct shipping rate that will be charged on their next order.

Learn about using Shopify for calculating shipping costs

Our integration with Klaviyo was upgraded to the most recent API version. This was needed because the old public API of Klaviyo will become unsupported as per June 30th, 2024.

With our upgrade it means that all Firmhouse merchants that use the Klaviyo integration can rest assured that everything will keep running as before.

We now have improved email validation on Checkout and API. The improved validation should prevent people from not getting emails after they signed up.

In addition: if you’re using Shopify, the validation improvements should also prevent that orders fail to generate because of Shopify’s stricter email validation.

We now add the discount code that was used at checkout to the eCommerce dataLayer. This allows you to track in Google Analytics and other analytics tools how individual or campaign discount codes are performing. The coupon key is now added to the ecommerce key in the dataLayer that is rendered on the order thank you page.

We’re introducing a big thing: Returns. With our new returns feature we introduce the concept of return orders. Return orders are created automatically when you or your customer initiate full cancellations or returns for individual products.

Upon completing a return order, the products in the return will automatically be removed from active billing. Or, if the return order consisted of only the remainder of the products, a subscription is automatically cancelled.

Return orders in Firmhouse work out-of-the box and provide you all the basic functionality to handle returns for your business. But if you’d like to hook up your existing return solution you can use our new webhooks events and our API to do so.

Learn how to use Returns in Firmhouse

Your customers can now pick which products in their subscription they want to cancel and return. And they can keep being subscribed the remaining ones on the same subscription. Previously cancelling a subscription meant that the whole subscription was cancelled. But no more!

This opens up the opportunity to introduce swapping logic, by cancelling one product, and then adding another one. Or to cancel and return short-term rentals but keep renting long-term products. All from one subscription.

Read more about cancelling subscriptions and partial cancellations

Is your customer already stocked up on your products? Are they going on a vacation? Prevent waste and reduce churn.

We’ve made it possible for your customer to pause (and resume) their subscription via their Self Service Center. This feature is available for smart order-based projects and it can be enabled via the Self Service Center settings in the portal.

Learn more about how pausing and resuming subscriptions works

While we now offer the possibility to self-service the pausing and resuming of subscriptions, we've also made it possible for all of our stores to do this directly from the Portal.

Learn more about how pausing and resuming subscriptions works

Selling products to multiple countries and currencies? You can now define multiple international prices per product. And you only have to use one single Firmhouse environment.

When creating or editing products, you can now add a price for each country that you’ve enabled in your project.

Learn more about international prices for products

A selection of smaller updates and improvements we'd like to make sure you know about, these include:

• Automatic rate limits for the Shopify API

• Counter caches for subscriptions

• Table-views get a bit more love

• More portal/API control over the next billing date

• Quickly get to know when a subscription started.

• Improved API Response for CreateAsset mutation

• An update to the Outstanding Invoices Report

• Fixed Upcoming Order Notice bug

Learn more about these updates.

We’ve added Veriff as an integration for providing identity document verification when signing up to your products. This way you can let your customers verify their identity before activating their subscription and before sending out your (high value) products.

At the time of writing, Veriff supports fully automatic AI-powered as well as human-assisted services for various types of identity documents (eg: passport, driver’s license, identification cards). They also offer additional KYC checks such as PEP and sanctions screening.

Your customers will be able to use their desktop/laptop and mobile phone to easily take a picture of their identity document to submit them for verification after checking out your subscription.

In Firmhouse, the Veriff app ties into our already supported identity verification and acceptance check flows. After signing up for Veriff, you can add the appropriate API connection credentials to your Firmhouse project and add an acceptance check for the Checkout.

Read about Veriff’s Document & Identity Verification services

Learn how to set up Veriff in Firmhouse

Learn more about adding acceptance checks for when customers sign up

You can now create, update, assign and un assign assets via the Firmhouse API. This allows you to create your own dashboards or integrate your own storefront or ERP systems with the assets you have on Firmhouse.

How merchants are using these new APIs:

• Reserve a specific asset on or right after Checkout automatically based on a trigger from a webhook.

• Set a custom field with a purchase price on an Asset based on its refurbished quality so you can sell an asset for its unique discounted price.

• From a custom inventory reservation system update an Asset’s status, condition, and next available date.

• Integrate your warehouse system to automatically unassign an asset as active from a Subscription when it’s been returned in healthy condition to your stock.

Head over to our new Developer Docs to view these new and updated GraphQL mutation calls:

• assignAsset

• unassignAsset

• createAsset

• updateAsset

Sometimes you store important information in an Extra Field that you want to push to other systems or that has a specific meaning in a 3rd party integration.

To make external systems aware of the purpose of a value stored in an extra field, we’ve added an extra attribute called Purpose. With the Purpose of an Extra Field you can let external integrations know how they should use the value in the field.

For now, the Purpose field is only vailable when you have the Intrum integration enabled. This way you can push an imported phone number to Intrum case files.

Learn how to use and manage Extra Fields

Learn how to configure the Intrum integration

We have launched a new version of our developer website at developer.firmhouse.com. In terms of functionality, the new website features an updated navigation hierarchy and better search. In addition we’ve created a place for publishing tutorial-style guides.

Head over to the new Developer Docs

Customers can now save their payment method for future use when paying for an invoice manually via invoice payment links.

With the new checkbox shown on every invoice payment link your customers can choose if they want to use the new payment method for future payments or not.

See how customers can pay for outstanding invoices

We’re gradually rolling out support for one time checkouts via Firmhouse Checkout. We invite all our merchants who are interested to get in touch and join our private beta.

Adding one time checkouts allows Firmhouse to support more traditional e-commerce in combination with all the new and innovative models we support such as subscriptions, rental, and try & buy. Adding support for one time checkouts is a key point for making sure you as merchant can offer a consistent and holistic experience to all your customers. Whichever way you choose to sell.

With one time checkouts enabled:

• Checkouts with only “one off” products in the cart will be marked as “one time purchase” instead of being a. Full subscription carts or hybrid cards will still be treated as subscriptions.

• Analytics and insights will ignore one time purchases from subscription metrics, making it easier to distinguish between your one time revenue and your recurring revenue.

• The Self Service Center will be updated to make a clearer distinction between one time orders and subscriptions.

See how to join the beta

When creating an API access token, you can now set it up to expire within a number of chosen days. Our API will throw an error message on an expired token.

Expiring API tokens allow you to enforce key rotation policies. Or a safer way to allow individual developers to use tokens for one off maintenance tasks or troubleshooting sessions.

See how to set up expiring tokens

One time products will now be handled much better in smart order-based projects.

From now on any product that is set to a ship once frequency will be marked as owned as soon as the order for it is generated. Previously we kept these products shown as active in Firmhouse Portal and Firmhouse Self Service Center which is could lead to confusion for your customer.

In addition, this fixes an issue that Shopify sometimes returned the wrong shipping costs for a recurring order, because it was still treating previous ship once products as active.

Read more on how one time products work