Find the subscribers who show signs they may cancel
The Subscription audience in MergeGuard for Shopify reads each subscriber’s orders across all their profiles and lists the signs they may cancel, such as buying their subscription product separately or skipping deliveries. It shows signs. It doesn’t predict who will cancel. You set how far back it looks and the delivery grace. Scale and Enterprise include it.
Last updated
Worked example (made up)
Subscription: a delivery every 4 weeks
Delivery, Delivery, Delivery
3 one-time orders in 2 months
Order, Order, Order
Demo store (Northsail Supply)
The demo store’s subscribersFrom Scale
- 412 subscribers
- 38 have a second account
- 21 of those show signs they may cancel
Lists under "May cancel soon"
- Buying their subscription product separatelyBought what they subscribe to as a one-off, on another profile.
- Skipping or delaying deliveriesTheir subscription orders arrive further apart than usual, past your grace.
These are signs worth a look. MergeGuard doesn’t predict who will cancel.
Their subscription looks steady. Their other profile says otherwise.
A subscriber has a delivery every four weeks on one profile, and buys the same product one-off on a second profile. In your subscription list that customer looks steady, while the second profile shows them buying their subscription product separately. The Subscription audience reads orders across a person’s profiles and lists subscribers who show signs they may cancel, so you can look at those customers first and decide what, if anything, to send.
Demo store (Northsail Supply)
- Subscribers with a second account, 21 of them showing signs they may cancel
- 38 of 412
How it works
MergeGuard reads orders across profiles
A subscriber’s orders from every profile they have count together, including profiles Shopify won’t merge.
It looks for signs
Everyone who may cancel is listed once, under their strongest sign. The signs are buying their subscription product separately on another profile, and skipping or delaying deliveries.
Set how far back to look
Choose how far back MergeGuard looks (3, 6, 12 or 24 months; 6 by default) and a delivery grace (7, 14 or 30 days; 14 by default). A subscription order up to the grace later than usual is not a sign.
Use the list
Sync it to Klaviyo or export a CSV, then decide what to send. MergeGuard never messages your customers.
The lists in the Subscription audience
The audience groups its lists by what you would do next.
- May cancel soon: Everyone who may cancel, Buying their subscription product separately, and Skipping or delaying deliveries.
- Details out of date: Subscription email isn’t reaching them, and May have moved.
- Win back to subscription: Stopped their subscription, still buying.
- Ready to buy more: Buying other products separately, and Buys on a schedule, not subscribed.
To plan an offer for the last group, read lists for your next offer. To send any of these lists to your email platform, see MergeGuard and Klaviyo.
What you control
- How far back
- 3, 6, 12 or 24 months of orders. The default is 6. A second setting, the delivery grace, is 7, 14 or 30 days, and the default is 14. A delivery that arrives within the grace of its usual date is not counted as a sign.
- Klaviyo sync
- On a monthly plan, Growth includes 15 manual syncs a month and Scale 30. A yearly plan gets the year’s syncs at the start of the year: 180 on Growth and unlimited on Scale. Scale on a monthly plan keeps up to 20 lists in sync, and Scale on a yearly plan or Enterprise keeps unlimited lists in sync. Connecting Klaviyo never starts a sync on its own.
- CSV export
- On a monthly plan, Starter includes 10 list exports a month, Growth 30 and Scale 50. A yearly plan gets the year’s exports at the start of the year: 120 on Starter, 360 on Growth and unlimited on Scale. Duplicates and History exports don’t count.
What it never does
- MergeGuard doesn’t predict who will cancel. It lists signs and leaves the decision to you.
- MergeGuard never messages your customers.
- Audiences never unsubscribe or delete anyone, and syncing never changes consent.
- Connecting Klaviyo never auto-syncs.
What can be undone
The Subscription audience never unsubscribes or deletes anyone. You can edit its two settings at any time, and the preview shows how the list changes before you save.
- Merges
- Permanent.Shopify merges can’t be undone. MergeGuard keeps a snapshot.
- Contact fixes
- Can be undone once.The undo is its own record and uses 1 fix.
Works with
Questions merchants ask
Which plans include the Subscription audience?
Scale and Enterprise. On Starter and Growth you see the Subscription counts, but the lists come with Scale.
Does MergeGuard predict who will cancel?
No. It lists signs in a subscriber’s orders, such as buying their subscription product separately or skipping deliveries. Whether to reach out, and what to say, is your call.
Which signs does it look for?
Under May cancel soon: buying their subscription product separately, and skipping or delaying deliveries. Other lists cover details that may be out of date, such as a subscription email that isn’t reaching them or a customer who may have moved, and customers who stopped their subscription but still buy.
What if my store has no paying subscribers?
A store with no paying subscribers sees only Buys on a schedule, not subscribed.
Are subscribers on protected profiles included?
Audiences count a customer split across profiles Shopify won’t merge as one person. A profile that has ever had a subscription contract is one of the cases Shopify blocks, so those profiles often stay apart. Counting them together doesn’t touch their subscription.
Learn more
- Subscribers who buy outside their subscriptionA subscriber who also buys the same product one-time, maybe on a second profile, may be leaving. Learn the signs and how to check their whole order history.
- Duplicate profiles and subscriptions: why a subscriber’s second account mattersShopify won’t merge a profile that has, or has ever had, a subscription contract. See what that means for a subscriber’s second account and how to count them.
See which subscribers show signs they may cancel
Install MergeGuard for Shopify free and see the Subscription counts on any plan. The lists start on Scale.