Onboarding for Customer Experience teams

This guide covers the most common subscription-management tasks your Customer Experience team will complete in the Yari Flow Dashboard, including:

· Editing subscriptions

· Updating customer and payment details

· Processing refunds

· Reviewing account activity

· Helping subscribers access the My Account

Before you start: configure your CX team’s access

Before your support team begins managing subscriptions, make sure each team member has the appropriate permissions in the Yari Flow Dashboard. As a merchant or store administrator, you control which areas and actions each user can access.

How to Add and Manage Team Members

1. Initial Access via Shopify: To add a team member, ask them to first log into Yari Flow directly from your Shopify admin.

2. Configure Permissions: Once the user has logged in via Shopify, navigate to Users in the left sidebar of the Yari Flow Dashboard to assign their role and manage their permission levels.

Managing User Roles

Yari Flow provides pre-configured role templates as well as fully customisable role options under Users > Roles:

· Pre-built Roles: Quickly assign pre-configured access levels such as staff_access, subscriptions_access, customers_access, or orders_access.

· Custom Roles: Click Add new role in the top-right corner to build custom permission profiles tailored to your team's tier structure (e.g. Tier 1 Support vs CX Lead).

Recommended Permissions for CX Agents

To allow support agents to resolve customer tickets effectively without exposing sensitive store operations, enable and restrict the following permission categories:

Enable for CX Agents

Restrict (Admin Only)

Subscriptions (View & Edit contracts)

Billing & Invoices (Platform fee details)

Customers (Customer profiles & portals)

Integrations (API keys & connected apps)

Orders (Upcoming & processed orders)

Shop Settings (Core store configurations)

Cancellation Flow (Manage cancellation logic)

Users & User Roles (Admin user controls)

Security Note: Restricting admin settings protects sensitive operational data while giving your support team the exact tools required to assist subscribers in real time.

Navigating the Yari Flow Dashboard

When logging into Yari Flow, support agents can access features directly from the left sidebar:

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· Home: Return to the main store overview or onboarding screen.

· Analytics: Review subscription performance metrics, dunning results, and retention forecasts.

· Subscriptions: Search, filter, edit, pause, or resume customer subscription contracts. Expanding this menu reveals Subscriptions, Cancellation Flow, and Cancellation AI Flow. (Where CX agents spend most of their time)

· Orders: Track upcoming renewal orders, review processing statuses, and inspect failed charges.

· Products: View imported Shopify catalogue items. Expanding this menu reveals Products, Collections, and One-Offs.

· Customers: View subscriber profiles, order histories, and manage self-serve My Account links.

· My Account: Preview and customise the customer-facing subscriber portal layout and copy.

· Plan Groups: Review active subscription frequencies and discount rules.

· Users: Manage team accounts (All Users) and edit permission levels (Roles).

· Manage Settings: Access store Settings, Billing, connected Integrations, and Shipping.

· Automations: View automated retention and payment recovery workflows.

· Billing & Invoices: View Account Statements and platform Invoices.

· Logout: Securely log out of your Yari Flow account.

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Finding Subscribers & Reviewing Customer Profiles

To locate a customer and review their account, click Customers in the left sidebar.

1. Searching & Filtering

· Global Search Bar: Enter a name or email in the top search bar.

· Filters: Filter by date using Subscribed from / until, or check Subscribed only to exclude non-subscribers.

2. Key Profile Features

Click any customer name to access their profile page:

· Quick Actions:

o Login As Customer: Opens the subscriber's portal in a new tab to manage settings on their behalf.

o Open in Shopify: Jumps directly to their customer profile in Shopify Admin.

· Account Info: View member tenure, contact details, payment card details on file, and lifetime revenue.

· Subscriptions & Orders: Access active/inactive subscription contracts and past order histories.

· Timeline: View a detailed audit trail of system events, admin edits, and order updates.

Important: If a customer holds multiple subscriptions, each appears as a separate row under the Subscriptions table. Always double-check you have selected the correct contract before making edits.

Editing a Subscription

Customer Experience (CX) agents can edit active subscription contracts directly from the subscription details page. To locate a contract, navigate to Subscriptions > Subscriptions in the left sidebar and select the relevant Shopify ID.

Adjusting Order Timing & Immediate Billing

From the top action bar on the subscription page, agents can manage order execution:

· Send It Now: Instantly processes and bills the next subscription order immediately, regardless of its scheduled delivery date.

· Skip Next Delivery: Select More Actions > Skip next delivery to advance the next billing date forward by one subscription interval.

· Change Next Delivery Date: Click Edit next to Next Delivery under the Subscription Info card to select a custom charge date.

Managing Products, Pricing, & Discounts

All item modifications for the upcoming delivery are managed inside the Next Order card:

· Add Products: Click + Add Product to add a recurring product, or click + Add One Off to attach a single-charge item to the next shipment.

· Remove or Change Quantities: Use the quantity controls (– / +) to adjust item counts, or click the Trash Icon to remove an item from the contract.

· Override Product Prices: Click Manage Prices in the top-right corner of the Next Order card to apply custom price overrides for future renewal charges (useful when honouring legacy pricing or resolving support tickets).

· Apply Discount Code: Enter a promotional code into the Apply Discount field and select Apply.

Pausing or Cancelling a Subscription

Pausing a Subscription

Click the Pause dropdown in the top header and select the desired pause duration:

· Pause (1 Cycle)

· Pause (2 Cycles)

· Pause (3 Cycles)

Cancelling a Subscription

To cancel a contract on behalf of a subscriber:

1. Select More Actions in the top header.

2. Click Cancel Subscription (highlighted in red).

3. Select the appropriate cancellation reason from the modal to record it in the subscription timeline (this step is only for the My account area).

Updating Shipping & Payment Details

· Edit Delivery Address: Locate the Shipping Address card in the right sidebar and click Edit to update the recipient's name, street address, or postal code for future orders.

· Update Payment Method: Under the Payment Details card in the right sidebar, click Request Payment Method Update. Yari Flow will automatically send an email link to the customer so they can securely update their card via Shopify Payments or Shop Pay.

Advanced & Developer Actions

For special support requests or troubleshooting:

· Merge Subscription: Select More Actions > Merge Subscription to combine this contract with another active subscription held by the same customer.

· Lock Shipping Price: Select More Actions > Lock Shipping Price to freeze the current shipping rate regardless of future store-wide shipping profile changes.

· Developer Simulations: Select Developer Actions to run a Generate Order (Real flow simulation) or trigger SCA Flow testing during support diagnostics.

Processing Refunds & Reviewing History

Processing Refunds

Yari Flow handles billing schedules through Shopify's core checkout. To process a refund:

1. Click Open in Shopify inside the Customer Details sidebar card.

2. Locate the specific processed order in the customer's Shopify order history.

3. Select Refund directly in Shopify Admin.

Reviewing Completed Orders & Activity

· Orders Count: View the lifetime completed billing cycles under the Subscription Details card (Orders Count). Keeping this number accurate ensures order-based automations (such as gift triggers or Journeys) fire at the correct milestone.

· Timeline Audit Log: Scroll to the bottom Timeline card to view a chronological log of all past actions, including system updates, admin edits, price changes, and payment attempts.

Viewing Timeline

Yari Flow provides two types of Timeline to help CX teams investigate issues and understand subscriber activity.

Choosing the appropriate log can reduce the time required to resolve support requests.

Subscription Timeline

The Subscription Timeline, also called the subscription history, records activity related to a specific subscription.

It can include:

· Subscription status changes

· Product and plan updates

· Billing activity

· Order changes

· Administrative actions

Use this log when investigating issues such as:

· An unexpected cancellation

· A billing problem

· A changed billing date

· A subscription update the customer does not recognise

To access it:

1. Open the relevant subscription.

2. Scroll to the Subscription Timeline section at the bottom of the page.

Choosing the appropriate log can reduce the time required to resolve support requests.

Customer Timeline

The Customer Timeline records account-level activity across all of a customer’s subscriptions.

It can include:

· Login attempts

· My Account visits

· Payment method updates

· Other customer account activity

Use this log when investigating login or access issues, or when you need a broader view of how the customer has interacted with their account.

To access it:

1. Open the customer’s profile.

2. Scroll to the Customer Timeline section at the bottom of the page.

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