Cratejoy FAQs

This guide will explain the difference between product feedback and customer reviews.

While there can be some confusion on what the difference is between product feedback and a customer review, the important thing to remember is that product feedback isn't publically visible to other subscribers whereas customer reviewsare public.

The product feedback email that your customers receiveis for them to give merchants feedback about their shipments and takes them to the page below to leave theiropinion.

here

Product feedback is internally given to merchants to say what can be done to improve your product. This feedback is not visible to potential customers on your Marketplace Listing, regardless of whether or not they purchased through cratejoy.com or your personal website.

You can view all of the product feedback that you receive from a subscriber here in detail.

Of course, if you want them to leave you a review on the Marketplace, then you can edit your notifications and link them to your listing on cratejoy.com and ask for them to leave a review!

If you want to change from Stripe to another payment processor that's not Stripeyou may only do so ifyour business is on their list of prohibited businesses.

You'll need to submit a ticket to do thisand mention why you're not able to use Stripe anymore as your payment processor.

If you migrated to Cratejoy from another subscription business platform:

If you migrated from a different platform where you were running your subscription business before (e.g. Woocommerce) and you had Cratejoy migrate those existing subscriptions to your new Cratejoy account, then you'll need to submit a ticket if you wantto change payment processors.

However, we highly recommend Stripe as they have more successful transaction rates than any other payment processor.

Official Payment Processor

We strongly recommend usage of Stripe and suggest you use a non-stripe payment processor only when there is a good reason to do so (such as being in a non-Stripe supported country).

Stripe is available in the following countries :

Stripe Atlas

Don't see your country on this list? Think about using !

Update: Check out our new release notes at https://updates.cratejoy.com/

You can always find these updates in the upper right corner of header of the Cratejoy platform. Anytime new notifications are posted, you'll see a notification on the bell icon.

Cratejoy gives your customers an easy way to manage their subscriptions self serve.

Note:If you want to make this change for your customer, follow this guide here to login as your customer and complete these steps.

After making an order, your customers can come back to your website and log in. The look of this is up to your theme and design customizations, I am using the Royale Dusk theme as an example.

In the upper left, the customer can select login, once logged in they have an option of going to a preferences area.

You can also link directly to this area with the format: https://yourstoreurl/customer/account

Once here your customer will be shown their existing subscriptions, and account information. To request a change to a subscription, they simply need to click the edit button on the appropriate subscription.

Your customer can then select whichever options you have made available based on your product variations, and terms.

After making their selections and clicking the Change button, a Confirmation page is presented showing the customer what they currently have, what they are changing to, and when the change will take effect (Next renewal date.)

That's all it takes!

Both you and your customer will receive an email notification detailing the change. Your merchant dashboard will be immediately updated, and all future billings and shipment data will reflect the new settings.

If you're looking to ask your subscribers more detailed questions before they purchase your product than building a survey or adding product variants is the way to go.

What is the difference between product variant and customer survey?

Variants are interchangeable variations of a product. From the size, color, style, etc. Your subscribers choose from the specific options you set up.

Surveys are a way to gain information from a subscriber without having to know all the options beforehand. Examples include 'Do you have any allergies?' or 'When's your birthday?'

Survey responsescannot be changed after a customer has ordered their subscription.Variant selections can be updated by the customer at any time and will reflect on any unshipped shipments for that subscription.

When you're ready to build a survey you'll want to create a product and scroll down to the Subscribe Flow section

Terms & Pricing

The section will default open to Terms & Pricing. If you're not sure what to price your product at we have a handy product pricing tool that will help you find out the perfect price for your business.

If you're just starting out we typically recommend you offer only one term option at first. This will make it easier for you to make changes to your business model as you learn from your subscribers.

Customize your product

Select 'Add a new step' to add variants or a survey to your product.

Variants

Variant Name: The name of the options your subscribers are selecting (examples include Size, Color, Fabric Type, etc)

Variant Options: These are all the options you'd like to offer under your variant, so if you selected your Variant Name as 'Size' your options would probably be 'Small, Medium and Large'

Add a survey

When you first select 'Customer Survey' you'll see page title and page description just like the variant section. Immediately under your new survey, you'll see 'Add a question' - this is where you get to enter in the specific questions you would like to ask your subscriber. Select 'Add a Question'

There are 3 sections that you'll need to fill out for your question.

Question Title: The question title is the actual question you'd like to ask, an example is 'What are you allergic to?' or 'When is your birthday'?

Help Text: If you find that your subscribers will need examples you can put a few in 'help text' - for example for 'What are you allergic to' you could write 'Example: Strawberries'

Question Type: There are many different question types you can add. From text fields to multiple choice.

That's it! Now your subscribe flow is ready to go.

Stripe is one of the most widely accepted and reliable payment processors in e-commerce.

How to Connect your Stripe Account

It does not matter whether you've created a Stripe account already - you'll want to start by going to Account -> Payment Processor.

Terms of Service here.

On the payment processor page, you'll want to find and click theConnect with Stripe button.

You'll be taken to a short form that will get you set up to accept payments with Stripe. It also gives Cratejoy permission to create customers and payments on your behalf. This will take less than 2 minutes!

Sign Up or Sign In

Existing Users: Pressthe Sign Inbutton in the top right corner. Sign in with your email address and password and you'll be automatically connected with Cratejoy.

New Users:Follow the steps to fill out the form. Don't worry if some information (like your business name or address) could change. You can always edit it later!

Authorize Access

Once you've provided all the form details, press the blueAuthorize Access to This Account button.

You'll then be routed back to your Cratejoy merchant portal. Your store is now set up to collect payments.

Note:

This is a secure Stripe page - Cratejoy does not store any of this information.

You can refer to Stripe's

Cratejoy's fees do not include any additional fees charged by your payment processor. Wehave no ability to set or control these levels

Most payment processors charge a fee per Transaction. You can read more about Stripe's pricing at: Stripe Pricing.

Learn more about all fees on Cratejoy

Wanting to change the price of one of your subscription products?Maybe you don't yet offer prepays and you're ready to start?Well, now you can add or hide different terms for your subscription products - right from your CJ dashboard!

While there's a great learning center doc that can walk you thru the process, here are a few of the key takeaways...

You can ALWAYS enable/disable terms, regardless of the # of subscribers on that term. Enabling/disabling it will simply just determine whether that term is shown as an option for NEW subscribers.

You can only change a term's price if that term has 0 subscribers. This means that if a term has ANY subscribers (canceled, expired, active, etc.) you can't change it's price.

Wanting more?Check out this handy little table from our product team!

You can view your Cratejoy invoice by going to Account - Invoice

here

There are a few sections that you'll see on your invoice to help you understand payments.

Invoice

Transaction Fees

You'll see the aggregate transaction fees collected during this invoice period broken down into:

Transaction Fees (Percentage)

Transaction Fees (Flat rate)

Transaction Fees (Total), which is the sum of the above fees.

Pending Transaction Fees: If you use a payment provider other than Stripe, your transaction fees will accumulate throughout the month here; Stripe transaction fees are collected per subscription order.

Monthly Fees.Your monthly fee is the plan price that you have selected. That is a flat rate that does not vary month-to-month.

App Fees.Your app fee is the price for the paid apps installed on the Cratejoy store. This is a flat rate that does not vary month-to-month.

Shipping Fees and Credits.Cost of shipping labels purchased.If you decide to print shipping labels on Cratejoy you must first buy shipping credits. Credits are deducted from the credit card you have on file immediately so you can print labels right away. You can track the credit payments and usage on your Invoice page.

Account InvoiceHistory

If you want to look at past invoices you can see a list under 'Your Account Invoice History'.

FAQs

Where else can I see transaction fees for individual orders?You can see the transaction fee deduction on each individual subscription order.If you are using a payment provider other than Stripe, your transaction fees will accumulate throughout the month and will be added to your monthly invoice.

You can also download the All Transactions Export, where you can see transaction history with transaction fees. Read this article for how to pull the export or this article for what datais inthe export.

What about payment processor fees? In order to use Cratejoy you must select a payment processor before you launch your store. Each payment processor has their own fee structure. While some charge a monthly fee most payment processors charge per transaction. If you use Stripe you can find their pricing information . These fees are not charged by Cratejoy, so these fees are not included in the invoice.

What happens if I refund an order?If you refund an order for any reason all fees are also refunded.

Texas-Based Sellers FAQ

Cratejoy is based inAustin, Texas which means Cratejoy is required by the state of Texas to collect taxes on storefront transaction fees for stores who are also based in Texas.

Changing the name on your Cratejoy account can easily be done by logging into your account.

Step One

Click sign in located in the top right hand corner on cratejoy.com, then log in using the credentials you used when you first signed up. If you don't remember your login information, see how to reset your password HERE.

Step 2

Once you are signed in, click on the name in the top right hand corner and then select account from the drop down menu.

Step 3

Now that you are in the account section, hover your mouse over the name section and click the edit button.

Step 4

After you click edit you will be able to enter the new account name. Then click update and your account name has been successfully changed. You will see the new name appear where the old name was.

We understand that you may have some questions about this exciting new feature, so weve listed a few below.

You can read the Subscriber Q&A Guidelines here.If you have additional questions, please reach out to [email protected].

What is Cratejoy Questions & Answers?

Our new Questions & Answers feature allows you to better serve your customers by offering potential subscribers a space to ask questions about your box and current subscribers an opportunity to share their expertise.

What types of questions or answers can the community submit?

All posts must apply directly to the specific box experience. We recommend the community asks specific, practical questions to understand the buying experience or the experience of receiving the items in the box. Questions and answers that are disrespectful, lack context, or discuss the following topics more than the box itself may be edited or removed:

Shipping or handling questions for the seller

Order-specific information

Merchant customer service needs

Self-promotion (such as linking to ones social media or blog)

Other topics or language that does not comply with our content guidelines

Will I be notified when someone submits a question or answer to my listing? Who will be notified when a new question is asked or answered?

As the merchant, you will receive an automatic message relaying the new question or answer every time one is posted on your listing.

When a user submits a new question on a Marketplace listing, Cratejoy informs the owner of that listing and reaches out to prior purchasers and reviewers of that box for their expertise. When a new answer is submitted to a question, we notify the primary contact for that listing and the user who posted the question.

Can I edit and/or remove questions and answers?

Currently, merchants cannot edit or remove questions or answers submitted by consumers. However, these questions and answers fall under the same guidelines for user-generated content across the Cratejoy Marketplace and will be moderated by our team. All questions and answers must be relevant, respectful, truthful to the users experience, and avoid self-promotion, profane or disrespectful language, and spam. Any questions or answers that do not meet these guidelines will be removed.

Can I post my own questions for potential subscribers?

Our beta for Questions & Answers does not offer the opportunity for merchants to submit questions as themselves. However, merchants are welcome to build their brand by responding directly to user questions.

Can I post an official answer as the merchant?

Yes, simply reply to the automated email message that notifies you of a new question with your answer!

The email reply you send will be the top answer and displayed as an official answer posted by the merchant.

For the best results, don't include any content (signatures, etc) aside from your answer above the original message. And make sure the original automated email message from Cratejoy is part of the reply (most email apps will do this automatically).

Posting an answer with any form of "spam," including advertisements, contests, or other solicitations for other websites or companies; or any URL link that includes a "referrer" tag or affiliate code is not permitted and will be removed.

Can I delete or update my official merchant answer?

To update, simply reply to the original automated email message again. If you want to remove your answer, please contact [email protected]

Am I expected to answer a question someone leaves on my listing?

While merchants are not required to answer questions posted by potential subscribers, you are certainly welcome to reply if you wish. This not only allows you to better serve your consumer experience and develop your brand reputation, but it also provides to the customer clarity and a sense of authority to your answer.

Looking to leave a review on a listing? Check out our review content guidelines.

We recently rolled out an enhancement to the search function on the Coupon page. You are now able to search not only for Primary codes but also additional codes (also known as subcodes or nested codes). This feature will be especially useful to merchants who make use of thebulk coupon upload function.

Looking to create a large batch of custom coupon codes with each code eligible for only one subscriber?

Some common scenarios where you might want to do this include:

Sending a marketing campaign to current subscribers offering a discount on their subscription to incentivize retention

Sending recently cancelled subscribers a unique code to bring them back to your subscription

Setting up code codes for 'Daily Deal' sites (i.e., Groupon, Living Social, etc.)

Cratejoy makes it easy for you to get your bulk/batch coupon codes up and running.

Step 1: Create a bulk list of coupon codes

First, create a list of all the coupon codes you would like to use.

An easy way to do this is to use a random code generator like this one.

Hold on to these codes, you are going to need them when we get to Step 5.

Step 2: Navigate to the 'Coupons' page

From the merchant portal, choose Coupons from the navigation menu.

Step 3: Create a 'New Coupon'

Click on the green 'New Coupon' button.

Step 4: Enter Basic Coupon Information

Type the following information directly into the text entry fields.

Coupon Name: A name for this coupon that you can reference

Coupon Code: This is the code that a customer will enter when redeeming their coupon

Description: The information here is for you only, and is not available to customers

If you would like your customers to begin using this coupon immediately, make sure the Availability checkbox is checked.

Step 5: Add your generated coupon codes

Click on the 'Manage Additional Codes' Button to the right of the 'Coupon Code' field.

Daily Deal Sites & Cratejoy

Grab the coupon codes you created in Step 1.

Copy the codes and paste them into the field that says 'Enter new code(s). Press Enter when finished.'

Step 5a: After pasting your codes, press 'Enter'

Press 'Enter' on your keyboard, and you will see the codes added to a list.

After you see the codes, be sure to press the green 'Save Codes' button.

Our bulk uploader will handle uploading approximately 500 codes at a time. If you are looking to upload more than 500 codes, you will need to repeat Step 5a in multiples of 500. There is no limit to the amount of codes you can have on your store; just a limit to how many you can upload at one time.

Step 6: Select Relevant Coupon Options

After creating the bulk coupon codes, you will want to select the appropriate options so that your coupon code applies the discount you specify.

If you need a refresher on what all the coupon code options mean, and how they apply, visit the Coupon Code Help Page for a detailed look into how the various coupon options function.

Step 6a:Set 'Max Redemptions' to '1'

Navigate to the 'Limitations' tab in the 'Options' section

EnsureMax Redemptionsare set to1

This will limit each code to only be used once

Step 7: Save your codes

Make sure to press the green 'Save' Button before leaving the page. This will ensure that your coupon code is saved and ready to be shared with your customers!

Related Links: Create a Coupon

Acut-off window createsa buffer between whena user signs up for your subscription, and when you typically re-bill for your subscription. The cut-off window prevents your customers from being billed too close together.

Cut-off for Monthly Subscriptions:14 days

A customer signing up for a monthly subscription 14 days or fewer before your normal renewal date will NOT be charged again on that renewaldate.

Our previous subscription export will continue to be accessible through the Cratejoy dashboard. If you prefer to use this export, you can find it under the Action menu on the Subscriptions page of your dashboard, just like before. The only difference is that its now called Legacy Subscription Export.

The number by the field corresponds to what column # has that information.

Tip: To pull faster exports, be sure to use filters on the Subscriptionspage. You can easilyfilter and download subscriptionsbywhat product they've signed up for, how recently they signed up, and more.

Subscription ID: The unique ID for the subscription.

First Name (customer.first_name)

Last Name (customer.last_name)

Email:The email address of the customer who purchased the subscription

Status:Current status for the subscription at the time of the export. Can be one of active, expired, cancelled, past due, or renewing.

Total Revenue:All subscription revenue (minus discounts and refunds) associated with this subscription ID. This is recorded in the smallest currency unit for the accounts currency. E.g. 1999 for an account in USD is $19.99 while 199 for an account in JPY is 199.

Fulfillment Status

Start Date(date only MM-DD-YYYY):The purchase date for the subscription.

Start Date Time(time only HH:MM:SS): Time the subscription began/renewed

End Date(date only MM-DD-YYYY):If the subscription is active, the expected date of next renewal. If the subscription is not active, the cancellation or expiration date.

End Date Time(time only HH:MM:SS): Time subscription ended

Last Cancel Date(date only MM-DD-YYYY): cancel date & cancel time is pulled from thelast cancellationdate on the subscription

Last Cancel Date Time(time only HH:MM:SS):cancel time is pulled from thelast cancellationdate on the subscription)

Auto-Renewing Subscription:True or False

Source:Marketplace or Storefront

Term: month to month, 3 month prepay, 6 month prepay or 12 month prepay

Active Coupons:The subscription coupon(s) that are eligible to be applied on this subscriptions next renewal.

Inactive Coupons:Coupon(s) that are not eligible to be applied on this subscriptions next renewal. For example, could be a 10OFF coupon that a subscriber used when they first purchased a subscription that only applied to their first shipment.

Currently Skipped (True or False):Tells you if the subscription has had its renewal skipped during this cycle.

Is a Gift: True or False

Gift Message: message a gift giver left for the gift recipient

GiftRecipient First Name:For gift subscriptions, the recipients name.

GiftRecipient Last Name:For gift subscriptions, the recipients name.

Shipping Address 1:Includes the most recent shipping address for the given subscription ID, at the time of the export.

Note that the subscription might have other addresses attached!

Shipping Address 2

Shipping Company

Shipping City

Shipping Zip

Shipping Province

Shipping Country

Shipping Phone:Phone number associated with the shipping address at checkout.

Initial Order ID:first order ID for the subscription

Subscription Product 1: the name of the subscription product ordered.

Subscription Product Variant 1:Variant Value

Subscription Product Metadata:Subscription metadata, captured at the time of the order or updated later via the API.

Billing Address 1

Billing Address 2

Billing Company

Billing City

Billing Zip

Billing Province

Billing Country

Billing Phone

Note: Cratejoy no longer requires a full separate billing address entered by the customer; for most customers, the billing address will be the same as shipping address!

Log in to your Account page and click "Subscriptions"

Click "Track Package" on the subscription card

Each seller on Cratejoy handles their own shipments. If your shipment has been shipped and the seller has provided tracking information, you can track the package from your account page on the Marketplace.If you see your package has been shipped but do not see the "Track Package" button, tracking information has not been provided. You can click the "Contact Seller" button on the seller's listing page to inquiry with the seller directly about the shipment.

In this article, we'll cover a lot of the frequently asked questions about the referral program:

How much does the referral program cost?

Is there a way for me to track the performance of my referral program?

Where are all the "Unknown" visits coming from?

How do I test my referral program to make sure it works?

Do you have any suggestion on what kind of coupon I select for my reward?

A customer hit the referral goal, now what?

Will the reward coupon be applied on every subscription renewal?

Any tips for increasing my referral program's performance?

How much is the referral program?

The referral program is $99/month in addition to you Cratejoy platform fees

Is there a way for me to track the performance of my referral program?

Definitely! You can visit the Referral Analytics Dashboard (located under the Analytics tab)

Building a Customer Referral Program that Works

Where are all the "Unknown" visits coming from?

You might notice that on your Referral Analytics Dashboard, there seem to be a lot of visits from the "Unknown" category. Unknown visits occur (most of the time) when a customer gives their referral link to someone in a way we cannot track (not over email, twitter, or facebook).

HOWEVER, web crawlers also drive up the amount of visits. When your customers post the link on facebook or twitter, web crawlers will attempt to visit to the link to gain more information about the page. We do our best to filter out as many of these web crawlers as we can but, often times, many will get through.

How do I test my referral program to make sure it works?

The easiest way to test the referral program is to use a test customer that you might have created for your store. For more information on creating a test customer with test data, check out this help article: Test Transactions

If you're out of test mode already, it's likely that you've made a customer to test your subscribe flow. If you login in as this customer, on the customer account page, you'll see the referral program progress as well as a link to get to the refer page.

I recommend copy and pasting the refer link for your test customer into either a different browser or a Chrome Incognito mode window.

Once you're redirected to the storefront, checkout normally. Once the checkout process is complete, you should check your original test customer and make sure that progress was indicated.

Do you have any suggestion on what kind of coupon I select for my reward?

Definitely! If you're planning on offering a "Free Box" as your reward, we strongly recommend you choose a flat-rate coupon with the discount equal to the cost of a single box.

Coupons with a 100% discount will apply to the total subscription.

For example, if a customer has a 6-month prepay subscription, an 100% discount coupon will make all 6-months free.

Therefore, we recommend specifying the flat-rate in the coupon rather than use a 100% discount.

A customer hit the referral goal, now what?

When your customer's subscription renews, the reward coupon that you have set will be applied to your customers subscription.

Will the reward coupon be applied on every subscription renewal?

If you select the "Apply on every renewal" option when creating a reward coupon, the coupon will get applied every renewal.

The default option (which we recommend) will be to only apply the coupon once.

Any tips for increasing my referral program's performance?

Our good friends over at Subscription School have written a great article on how to build a referral program that works great. Check out the article here:

Cratejoy consumers from all over the world rely on reviews and user-generated content to discover new passions, hobbies, and products they love. Reviews are a place for people to share information that is helpful to other potential consumers and a way to help the entire community. As a result, reviews help merchants to build a strong brand reputation as well.

Trust and transparency are paramount to keep in mind as you build and strengthen your relationship with consumers, and this pertains to reviews directly. Operating with these principles in mind will benefit your business in many ways, from honest and helpful reviews, a stronger community offering more feedback about their experience, higher conversion rates, and longer customer lifetime value.

When writing a review, consumers can leave a review, a star rating, and up to 3 photographs of their purchase. In addition, consumers can edit their review as much as they need. As the merchant, you are automatically notified when you receive a new review and can respond directly to reviews left on your listing page.Reviews are everything! We joke, but they matter a lot. Cratejoy consumers count on reviews, both in number and quality, as they make their buying decisions.

How Reviews Work

Check out more info here about publicly responding to reviews!

Subscribers can review your subscription product on the Cratejoy Marketplace. Each review has a star rating on a scale of one through five stars, a review body, and an optional review headline.The star rating displayed on your listing will be the weighted average of all published reviews, with reviews weighted in order of recency.

All reviewers must register their email address when they write a review. If a reviewer's email address matches a subscriber email address, they'll receive aVerified Purchase badge at the bottom of their review.

New Review Notifications

Once a new Marketplace review is posted, you'll receive a new notification to your Cratejoy account email address.

This email notification will include the review text, star rating, and information about the reviewer, including the reviewer's name and contact information.

These notifications are sent to the account admin, plus any account user with a "Customer Support" user profile.

Reviews Policies

The Cratejoy team takes reviews seriously. We place high importance on the integrity of your listing reviews because we know that honest, high-quality reviews set clear expectations for potential customers and drive more business for you. (Win-win!)

Reviews must follow the Cratejoy policies and guidelines listed below. If a review does not adhere to these guidelines, the Cratejoy team will take action to adjust the potential impact of this review or remove the review altogether. We reserve the right to edit, delete, or consolidate reviews at our discretion.

We expect Cratejoy reviews to be helpful, respectful, and honest. To maintain these standards, we uphold the following guidelines for reviews posted on the Marketplace:

Privacy rights: Respect for both the subscriber and merchants privacy is expected. Sharing of private or personally identifying information is not permitted.

Truthfulness and transparency: Periodically, Cratejoy audits listing reviews for authenticity and truthfulness. Should we determine that any reviews are inauthentic (i.e. comes from a source outside the subscriber), we will remove any reviews that do not represent the truth for the consumer, whether that be in reference to and their experience with the merchant, opinion of box value or product quality, or something else.

Superfluous reviews: Only one review per customer, per subscription, is allowed; should the same consumer submit a second review for the same box, the consumers original review will be removed in favor of the more current review. This policy, along with the policy above, helps us maintain the integrity of Marketplace reviews as a whole.

Respect: Any harassing, hateful, profane, obscene, or threatening language will not be tolerated. Furthermore, we will remove any and all content that threatens another party (whether merchant or subscriber).

Self-promotion: When writing a review or replying to a review, neither subscribers nor merchants are permitted to promote their own website, social media, other platform(s), or a product outside the Cratejoy Marketplace. Content that goes against this policy will be edited to remove any promotional references or removed entirely.

If any review violates any of these policies or guidelines, the Cratejoy team will remove the review or otherwise take action to ensure the review is not negatively impacting others on the Marketplace.

Responding Publicly to Reviews

Merchants can publicly post responses to Cratejoy reviews, which will appear inset and slightly below the review.

Login to your Cratejoy account and click the Reviews button with the star icon on the left navigation sidebar.

On the Reviews screen, youll see a rundown of all the reviews posted to your listing, organized by recency. (Note: If a subscriber edits their review, it will move to the top of the list.)

Click on the review to which youd like to respond.

Write your reply in the text box and click the Reply button to post your response on your listing.

Heres an example of what that looks like:

Structured Reviews

When your reviewer clicks on the "Write a Review" button, they will see the following:

Now, subscribers can rate different elements of their experience, known as structured reviews.

The ratings from your structured reviews does NOT impact your overall review rating.

These new metrics give you more control over your brand reputation, as they allow subscribers to highlight what they loved about their experience.

FAQs

What if I can't find a customer with that email address in my Cratejoy account? If the reviewer's email address doesn't match any of your subscribers, we recommend reaching out to them via the "Email {Customer Name}" link, or by searching for their name in your account. The reviewer might not have used the same email address to write the review that they used to sign up for your subscription, or perhaps the reviewer was the gift recipient of a gift subscription.

How does Cratejoy protect me from fake, harmful, or fraudulent reviews? We moderate all Cratejoy Marketplace reviews to ensure they are legitimate and helpful reviews of the subscription products you offer. Well specifically.

Moderate and check reviews posted by non-subscribers that are not true reviews of the subscription product or service (e.g. This looks like a copy of So-and-So box).

Moderate and check reviews posted by non-subscribers that might be fraudulent or fake.

Moderate and avoid publishing duplicate reviews posted by the same reviewer.

Moderate reviews to filter out profane or harassing language.

Cratejoy will also show aVerified Purchase tag on reviews that come from actual subscribers to your account.

How can I turn off these review-posted notifications? What if I only want to receive them for certain star ratings? As a store admin, you can turn off the review notifications for your account. They are listed under Settings Notifications Admin Notifications as Marketplace Review Posted.

At this time, you cannot enable these review notifications just for certain star ratings. Instead, we recommend using email filtering to highlight just the reviews you care about! You can filter based on the subject line:

4 and 5 star reviews trigger a notification with the subject line Congratulations! Youve just received a new {star rating} star review from one of your subscribers

1, 2, and 3 star reviews trigger a notification with the subject line Youve just received a new {star rating} star Cratejoy review.

So you got a review! Responding publicly or privately to Marketplace reviews can be a great way to show existing customers how much you value them and show potential new subscribers what sort of support and help they can expect from you!

Quick Tips:Not every review requires a public response, but if you do choose to respond, we recommend keeping it short (50-150 words), positive, and helpful. If the reviewer has raised an issue or question that you want to address, respond publicly (say to say youre reaching out!) and privately (to actually fix the issue).Each review notification will point you how to publicly respond to the Marketplace review. If you do want to publicly respond (recommended for any review of 3 stars or fewer!), follow the instructions here.

Should I respond publicly to this review?

We recommend responding publicly to 1-2 star reviews, but wedon'trecommend leaving public responses for every 3-5 star review.

For critical reviews (1-3 stars): Potential subscribers read your listing reviews to learn more what other subscribers think about your product! Its important to respond to harsher reviews (1-3 stars) publicly, to show thatyou'veheard and value their feedback. More tips here for addressing critical reviews, or reviews you disagree with.

For more positive reviews (4-5 stars): Responding publicly to every positive review can seem over-the-top -- and it might distract new potential customers from what your subscribers have to say. We recommend responding to positive reviews infrequently.

Responding privately to a review is always a great option, too. If the reviewer had an issue, we definitely recommend reaching out privately, as it gives you the space to get extra feedback, more details, and maybe resolve the issue. If the reviewer just left a particularly positive review, it might be nice to respond privately just thanking them for taking the time to leave feedback! We recommend just a simple thank you.

What should I say in a public response?

We recommend keeping the following tips in mind:

Keep it simple! We recommend that responses be between 50-150 words, just enough to explain or address the issue and offer some sort of resolution.

Show off your stellar customer support. Potential new subscribers will see these responses as an example of what kind of customer support theyll receive or what sort of help they can expect if something goes awry! Stay calm, friendly, and customer-focused.

If you can, mention whatyou'vechanged or are doing differently based on their feedback. Show how youre changing your business based on their feedback and suggestions! This is particularly important if potential new subscribers might have the same concerns as those raised in reviews.

Take it to email, if necessary. If you haven't yet solved the reviewer's issue, you can still post a public response. Good phrases to include might be Well be reaching out via email to make this up to you or Well follow up via email to get more details about this issue. Then, you can follow up via email with the reviewer to work out the details, while showing potential new subscribers that you're working on it.

Avoid thinking of it as "telling your side of the story." We recommend sticking to the product and issues discussed in the review, rather than bringing in any other contactyou'vehad with the reviewer. Potential new subscribers and existing subscribers who might read this reviewdon'twant to see a full play-by-play of a disagreement or a line-by-line listing of everything that the reviewer got wrong. Potential new subscribers want to see you handle customer issues with warmth and empathy.

Public Response FAQs

What will a public response to a review look like?Your public response will be posted directly below the subscriber view, inset, and in a slightly different color. It will be labeled as "{Your Store Name} said..." like below

What happens after I post a public response to a subscriber review?After the response is published, the reviewer will be notified that their review received a public response.

Can the reviewerrespond to my public response?No, thereviewer cannot reply publicly to your public response. Cratejoy Marketplace reviews aren't the place for a back-and-forth between you and your reviewer -- we recommend following up privately with your reviewer if you feel like the reviewer might have additional questions or concerns from your public response.

Public Response Policy

All public responses are subject to review by Cratejoy. We will not post public responses with profane, hostile, threatening, or harassing language. Public responses to reviews cannot include links or personal information about the reviewer or subscriber not listed in the review; this includes the reviewer's location, contact information, and name.

For example, do not post public responses that include:

Package tracking numbers, as they share the reviewer's location.

Specific references to the reviewer's country and its effect on shipping cost or timing (e.g. say "shipping from the US to international addresses can take longer" not "shipping to Canada takes longer" if the reviewer doesn't mention they live in Canada).

This article only applies to the old designer. Not sure which designer you have? Check here.

This article explains how to enable a page in the customer account section of your store website which lets customers view a list of historical orders, and links to detailed pages for those orders.

1. Create the HTML page

Open the Code Editor for an unpublished copy of your design. Within the /html/customer directory, click 'Add New' and name the page something sensible, like orders.html.

Within the newly created HTML page, add the following code:

{% extends 'base.html' %}

{% block page_content %} <div class="container-fluid"> {{ customer_helper.orders_list_page() }} </div> {% endblock %}

2. Add a link to the navigation bar

Within the base.html file, find the account-specific links for 'Logout' and 'My Account' (ctrl/cmd+f while focused on the code editor enables a text search for the currently opened page.)

Between the two existing customer-specific links, add a new link to the orders page:

<li><a href="/customer/orders" data-barley="nav_orders_list" data-barley-editor="link">My Orders</a></li>

3. Preview your new page

Click on the thumbnail of the unpublished design while logged into a customer account, then click the new link added to the account dropdown. You should end up on a page which looks like this:

This article will guide you on how to reactivate a canceled or expired subscription.

On the subscription page, click on the gray Action button on the right side. It will show a drop down where you should see a "Reactivate Subscription" option. Click on "Reactivate Subscription". [email protected]

A pop up should appear that outlines what will happen once you've reactivated the subscription. Verify the subscription information is correct before selecting "Confirm Reactivation."

After confirming the reactivation, you should see a "subscription successfully reactivated" message. Once you close out of that message, you will see that the subscription is now in an active status.

If you have any questions or concerns, please email for further assistance.

This article explains how shipping rules work on Cratejoy.

Shipping rules are the rules that sellers create on Cratejoy that dictates how much shipping cost is charged to customers at checkout.

There are 2 kinds of shipping rules: International Shipping Rules and Product Shipping Rules

For more information on each one of those individual shipping rule types and to learn how to set them up, please read these other help articles:

International Shipping Rules: https://help.cratejoy.com/hc/en-us/articles/202717885-How-can-I-customize-international-shipping-rates- & https://help.cratejoy.com/hc/en-us/articles/203806309-How-do-I-restrict-customers-from-other-countries-from-purchasing-from-me-

Product Shipping Rules: https://help.cratejoy.com/hc/en-us/articles/204184129-How-do-product-level-shipping-rates-work-

The general way that shipping rules work on Cratejoy:

Look at the list of products that a customer has added to their cart

See if there are any free shipping coupons or gift cards that would apply to the products in that list and if so remove them since they shouldn't be used in calculating shipping costs

Take all the subscription products and calculate the shipping costs based on which shipping rules apply

If there are any International Shipping Rules (also called Global Shipping rules) that apply then they would take precedent, get applied and Product Shipping Rules wouldNOT get applied

If no Global Shipping Rules apply then look to the Product Shipping Rules for those one-timeproducts: If a Flat Rate Shipping is configured then use that, if not then use the Auto-Calculating if that is configured

If the subscription product(s) is part of a prepay term (e.g. 6-month prepay subscription product) then multiple the computed shipping cost by the number of cycles on the prepay term (e.g. $5 shipping cost x 6-month prepay = $30 shipping cost)

This results in a shipping cost total for the subscription product(s) in the cart

Take all the one-time products and calculate the shipping costs based on which shipping rules apply

If there are any International Shipping Rules (also called Global Shipping rules) that apply then they would take precedent, get applied and Product Shipping Rules wouldNOTget applied

If no Global Shipping Rules apply to all the one-time products in the cart, then search for a Global Shipping Rule for every product in the cart. If found, the global rule is applied for that product.

If no Global Shipping Rules apply for a one-time product, look to the Product Shipping Rule. If a Flat Rate Shipping is configured then use that, if not then use the Auto-Calculating if that is configured

This results in a shipping cost total for the one-timeproduct(s) in the cart

Add the shipping cost of the subscription product(s) and one-time product(s) together for the total shipping cost. The total shipping cost is what is shown on the checkout page to the customer once they fill in their shipping address

Step 4.1 attempts to find a global shipping rule for all one-time products in the cart, which assumes that one-time products are typically shipped in a single box. If this does not fit your business needs, Cratejoy has a feature which can be enabled for your store which will skip the initial attempt to bundle one-time products and will instead look for a Global Shipping Rule per product, and fall back on a Product Shipping Rule if no Global Rule is found for the product. Please reach out to [email protected] to have this feature enabled for your account.

Flowchart showing how shipping rules work on the checkout page:

(Right-click on the image and "Open Image in New Tab" to see a larger version of the image)

Shipping Rule Example:

Let's say a customer is checking out on your store with the following items:

1 - Coffee Box subscription product with a 6-month prepay term

1 - Coffee Maker one-time product

2 - Coffee Filter one-time products

And let's say you have the following shipping rules set up on your store (which is based in the United States):

International/Global Shipping Rules:

Canada - By Weight - 5 lbs and up is $25.00 shipping cost

Rest of World - Restricted - So only Canada (because you have a Global rule set up for it) and the United States (since that's where your store is based out of) can purchase from your store

Product Shipping Rules:

Coffee Box subscription product - Flat Rate - $5.00 - 2 lbs product weight

Coffee Maker one-time product - Flat Rate - $7.00 - 4 lbs product weight

Coffee Filter one-time product - Flat Rate - $2.00 - 1 lbs product weight

At checkout the customer enters in a shipping Address in Canada, this is how the shipping costs would be calculated:

No free shipping coupons or gift cards on the cart so those wouldn't apply

It would take all the subscription product(s) and calculate the shipping costs for those subscription products (just the 1 Coffee Box in this example):

The shipping address is in Canada so it would check the International Shipping Rule for Canada to see if it applied

The Coffee Box only weight 2 lbs which is lower than the 5 lbs limit on the International Shipping Rule so the rule wouldn't apply

It would check Flat Rate shipping next. Since Coffee Box is configured for Flat Rate shipping of $5.00 then this would get applied as the shipping cost

The subscription product is a 6-month prepay so it would take the $5.00 flat rate shipping fee and multiple it by the number of cycles (6) to get the shipping cost for the subscription product(s) of $30.00

It would take all the one-time products and calculate the shipping costs for those one-time products (the 1 Coffee Maker and the 2 Coffee Filters in this example):

The shipping address is in Canada so it would check the International Shipping Rule for Canada to see if it applied

The total weight of the one-time products when added together is 6 lbs (4 lbs for the Coffee Maker and 2 lbs for the total of the two Coffee filters) which is over the 5 lbs limit so a shipping cost of $25.00 would get applied for the one-time products

It would add the subscription product shipping cost ($30.00) with the one-time products shipping cost ($25.00) to get the total shipping cost of $55.00. This is the total shipping cost displayed to the customer on the checkout page and would be charged when they checked out.

This article will guide you on how to add a coupon to your marketplace listing. Don't know how to create a coupon? Follow this article here first.

Whether youre participating in a marketplace flash sale or would like to give an additional incentive to purchase, creating a marketplace coupon is the easiest way to offer discounts on your product.

Coupons require either a dollar or percentage discount off the full price of the box, descriptive text with an applicable coupon code, and specification on the number of times the discount will apply to purchase.

Once you've created your coupon using the instructions here, it's fairly simple to add it to your Cratejoy Marketplace Listing.

The coupon needs to be already active in order to be added to your listing. The coupon can't be scheduled to activate at a later date otherwise it won't work on your listing.

Step 1: Go to Listing

Onceyou'vemade your coupon, youll need to head to the Listing page of your seller dashboard and select the coupon youd like to feature on your Marketplace listing. This is because you can set up as many coupons as you want, but can only displayonecoupon on your listing at a time.

Uploading Bulk Coupon Codes

Step 2: Scroll to the Bottom of Basic Info

At the bottom of the basic info section, you should see a drop-down menu that says Choose a Coupon under the "Give shoppers an incentive to subscribe!" part.

For example, lets say you set up a special coupon just for Black Friday sales. In that case, you would need to select the Black Friday coupon from your drop-down menu when you want the sale to start, then update your selection after the Black Friday sale ends.

You will also need to add your coupon code to the coupon description section in order for subscribers to see what coupon to add at checkout.

Keep in Mind

You can only addactivecoupons to your listing. This means that if you set up your coupons Activate Date to be in the future under the Limitations tab, youll need to select that coupon under the drop-down menuafterthe coupon goes live so the coupon displays on your listing. (If you try to add the coupon to your listing earlier, itwon'tdisplay, per the limitation.)

Related Links: Creating a Coupon | Adding a Coupon to an Existing Subscription | What if a marketplace subscriber uses a coupon code? |

This article will guide you on how to install a Facebook Pixel on your Cratejoy site.

This article only applies to the new designer. Not sure which designer you have? Check here.

Using a Facebook tracking pixel, you can track how well Facebook ads perform in terms of real purchases on your site.

Cratejoy sites built with the new designer have built-in support for adding a Facebook pixel without any coding required! Let's get started.

Create a pixel via Facebook Ad Manager

Assuming you already have a Facebook Ads account setup, go to Ads Manager to create a new pixel. Click on the green "Create a Pixel" button.

Social Media Sharing Best Practices

Name your pixel and click the "Create Pixel" button.

Next, copy the "Pixel ID" under the name of your new pixel. Make sure to only grab the numbers!

Add the Pixel ID to your theme

First, open the "Design" tab on the main Cratejoy sidebar

Next, open the Designer for the theme you want to change

Next, open the SEO Settings section

Next click on the "Site Settings" section and paste the Pixel ID into the "Facebook Pixel ID" field.

That's it! Let's make sure to save our changes.

Events

The following events are recorded with the built-in integration:

PageView on every page

InitiateCheckouton the checkout page, with the order value, currency, and number of items

Purchase on the thank you page, which is the page customers are directed to upon successful purchase, also with the order value, currency, and number of items

Product SKUs when tracking checkouts

Subscribe and Add to Cart

If the customer is logged in, their name and email will be recorded.

Related Links: (Old Designer) Adding Facebook Conversion Pixels | Editing Social Icons |

From time to time, the Cratejoy Marketing team will run tests on the Marketplace to gain insights on what converts best for our audience. As a Marketplace merchant, this may affect your store, as these tests may change content, pricing, layout, behavior on the listing page, discovery pages, and/or checkout flow.

We will not change a Merchant's photography, subscription products, listing copy, or dates and scheduling.

Our tests typically split the Cratejoy audience 50-50, wherein half of the users will get the original experience, while the other half will get a variant experience. You might notice the difference when checking your listing on different devices (phone, tablet, computer, etc.).

In order to get accurate results, we have to run these tests site-wide and have no option to allow specific listings to opt-out of testing. However, these tests are not permanent, and will normally run about 2 - 8 weeks.

Again, the goal of these tests is to optimize conversion rates for our merchants and make the Marketplace a more enjoyable experience to our customers! If you have any questions about this, or if you are noticing discrepancies with your listing, please contact the support team here !

What is Cratejoy Questions & Answers?

Questions & Answers allows you to learn about specific subscription boxes from other members of the Cratejoy community! With this feature, you can easily ask questions to make better-informed purchasing decisions. You can also answer questions when others ask them, allowing you to share your own experience with fellow Marketplace members.

What questions should I ask?

Its best to ask specific, practical questions about the subscription box so you know what you are getting. We recommend you ask questions to understand the buying experience or the experience of receiving the items in the box. These types of questions, rather than opinion-based questions, tend to be more general (e.g. Does this box make a good gift?). Some examples of good questions are:

Does this beauty box come with full-size or sample-size products?

How do I set up my fashion profile for this clothing box?

How many items come in this box?

What shouldn't I ask?

All posts must either be a question or an answer to a question about the specific box or merchant. If we feel questions or answers distract others in the community from learning about the box or the merchant, we reserve the right to remove the content posted. Specifically, the following topics are not ideal for the Q&A feature:

Shipping or handling questions for the seller

Order-specific information

Merchant customer service needs

Self-promotion (such as linking to your social media or blog)

Any form of "spam," including advertisements, contests, or other solicitations for other websites or companies; or any URL link that includes a "referrer" tag or affiliate code.

Other topics or language that does not comply with our content guidelines

If you have questions about a specific order, please contact the merchant through their listing or the My Subscriptions page of your subscriber dashboard. If you are having trouble connecting with the merchant, please contact Cratejoy Support.

How can I ask a question?

On the subscription box listing, scroll below the image slideshow to the section labeled Questions. Click the Ask the Community or Ask a Question button, then enter your question in the text box.

How can I answer a question?

To answer a question that doesnt have responses yet, click on Answer underneath the question and write your response in the text box that pops up. To answer a question with existing responses, click "Answers, then the Answer this Question button.

The Loyalty Program app can be a fantastic tool to help you reward customers for staying active on your store.

In the article, we'll discuss the Merchant Flow (how to set-up the loyaltyprogram) for the loyaltyprogram and then discuss the Customer Flow (how customers interact with the loyaltyprogram)

Merchant Flow

After you install the loyalty program first time, you should see a prompt asking if you'd like to automatically set-up your loyalty program with some basic defaults.

Create a Coupon article here

These defaults include some reasonable point rewards as well as a few basic rewards for the customer to choose from.

The first section of the loyalty program set-up is fairly straightforward: you can choose to activate your loyalty program as well as give a new name for your points system (this is a purely cosmetic change but you can change it to fit your branding, if you want).

The next section lets you specify how many points the customer will be awarded for each action. Customers can complete the following actions to get points:

Signup

Subscription renewal

One-time purchases

A successful referral conversion

When a product review is published

Please note:One-time purchase, referral, product review options won't be available unless you have one-time purchase, referral program, and review app installed (respectively)

When setting points for a renewal, keep in mind that these will be multiplied for pre-payments. Suppose it's set to 10 points per renewal. If I sign up for a monthly subscription, I get 10 points each month when I renew. If I sign up for a 12-month prepay, I get 120 each time I renew, and get credited for 11 months of renewals on my initial purchase. This way, prepays and non-prepays earn the same amount of loyalty points if they stay the same amount of time.

If you chose to use the default options from the initial pop-up, your loyalty rewards might look something like this:

If the checkbox in the "Renewal Discount?" column is checked, this reward is only applied on subscription renewals.

To customize the reward value (such as discount, product exemptions, number of times reward is applied), all you have to do is customize the coupon that's associated with the reward. For more help on setting up a coupon, check out the .

To add a new reward, click the "Add Reward" option.

To remove a reward, click the "x" icon to the left of the reward row.

When you are ready to take your loyalty program live, make sure the "Visibility" option in the "Loyalty Configuration" setting (at the top of the loyalty program page) is switched to on and you have saved your changes.

When your loyalty program is live, you can view customer's loyalty program activity as well as give them bonus points.

CustomerFlow

When a customer logs in to their account page (and your loyalty program is active), they'll be able to see their points progress.

If they continue to the "Choose my Reward" section, they can pick from the rewards that you've set-up and spend their points.

When they have a pending gift redemption, it'll will appear on their my account page.

If your reward is not a renewal reward, the reward coupon will applied next time a customer checks out with a product that applies to that coupon.

For example:if your reward is $10 off next one-time purchase, when a customer redeems that reward and then adds a one-time purchase product to their cart and checks out, the $10 off coupon will automatically be applied.

Conclusion

Your loyalty program is ready to go! Let us know if you have any other questions by emailing us at [email protected].

Did you just get a gift from someone through the Cratejoy Marketplace? Check out this help article if you have any questions about what to do next.

What happens after I claim my gift?

Youre all set! No further action is needed, your gift will arrive based on preferences selected by your gift giver.

How do I claim my gift?

You should receive a notification via the email provided by the gift giver with instructions on how to claim your gift. After clicking the link, youll be asked to create an account, or if you already have a Cratejoy account, sign in! All claimed gifts will be available in your account in the My Gifts section.

How do Gift Subscriptions work?

A friend, co-worker, family member or someone special has decided to give you a gift! Congrats! When they purchased the gift, they had the option to include a gift message, and select whether the gift should be sent just once or on a recurring basis.

You can view the gift message in the My Gifts section of your account page after claiming the gift.

After I claim the gift, who pays for the gift?

Your gift has already been paid for and no further action is needed!

How does Shipping work?

Cratejoy is the Worlds Largest Subscription Box Marketplace. We work with thousands of independent subscription box merchants. Merchants handles fulfillment and shipping for all orders so shipping dates will vary.

Still have questions?

We want to make sure your gift experience with Cratejoy is exceptional. If you have any issues or questions, please submit a request to our support team here and well be in touch with you as soon as possible.

There are a variety of reasons why a subscriber may need to be moved to a new subscription product. This guide will walk you through on how to adjust individual subscribers or a group of subscribers.

These changes won't go into effect until after the subscriber's next renewal.

Individual Action

1. Navigate to the Subscription Detail page of the subscription you would like to update.

2. Select 'Actions' then 'Change Product' in the top right corner.

3. Select the new product, variants and terms you would like this subscriber to be subscribed to.

4. Confirm that all the changes you just made areexactlywhat you want. You may also choose to notify the customer about the change.

That's it! When your subscriber renews they will renew with a different product.

Group Action

If you're looking to change multiple subscriptions at once, that is also relatively easy.

1. Select the subscriptions you would like to move.

All the subscriptions you select must have the same product, variants and terms. This prevents accidental changes from being made. You can use the filter options to make sure you've selected all the people you want.

2.Select the new product, variants and terms you would like this subscriber to be subscribed to.

3. Confirm that all the changes you just made areexactlywhat you want. You may also choose to notify the customer about the change.

That's it! When your subscribers renew they will renew with a different product.

FAQ

1. My subscriber has a 6 month prepay. If I change their product will it change the product for all of their existing shipments that haven't gone out yet?

If you change your subscriber from one product to a completely different product, that change will not go into effect until the subscriber renews. The main reason for this is most of the time the products are different prices and trying to make sure the subscriber has paid the correct amount is difficult for you and the subscriber. This makes sure that the subscriber is paying the right amount and will have the new product they want when they're up for renewal.

If you change your subscriber from onevariantto anothervariant (so the product stays the same) that update will have an immediate impact on the subscription and any outstanding shipments.

This article is a list of frequently asked questions in regards to Cratejoy's Marketplace.

Do I have to be a Cratejoy merchant to get listed on the marketplace?

Yes, you have to be a Cratejoy merchant or partner to be listed on the Marketplace. Cratejoy merchants can easily list on the marketplace from their business portal.

Do I have to be listed on the Marketplace to use Cratejoy?

No, you can run your subscription website using Cratejoy without being listed on the Marketplace. Its an optional service that is designed to help get you more subscribers.

Are there any limitations on the types of products that can be listed on the Marketplace?

We want to make sure that the Marketplace is a helpful tool for all of our merchants that use it, so we exercise our own judgment about listings. Were not particularly squeamish, but wewon'tviolate any laws or risk hurting other merchants by putting up listings that will deter consumers.

Can I still have my own website if I use the Cratejoy Marketplace?

Yes! You can have a listing on the Cratejoy marketplace and use Cratejoy as your backend on your e-commercewebsite.

Why do various subscription box bloggers send people to the marketplace rather than my direct link?

With the number of subscription boxes growing daily, the small community of subscription box bloggerscan'tkeep up. These bloggers, like you, are running a business and depend on the income from their blog. Because they receive an upfront commission from Cratejoy for each subscriber they acquire, they prioritize Cratejoy subscription boxes. While this may be discouraging, this eliminates a lot of risk for your business. See the chart below:

Scenario 1: Merchant not on Marketplace

Scenario 2: Merchant on Marketplace

Box Price: $40 per month

Box Price: $40 per month

Cost to Aquire Customer (CAC): $50

Cost to Aquire Customer (CAC): $50

Seller Upfront Cost: $50

Seller Upfront Cost: $0

Cratejoy Upfront Cost: $0

Cratejoy Upfront Cost: $50

Seller Upfront Risk: 100%

Seller Upfront Risk: 0%

Subscriber cancels immediately and requests a full refund. Cost to Seller remains $50

Subscriber cancels immediately and requests a full refund. Costs to Merchant is $0

Subscriber cancels after one month, cost to Seller remains $50

Subscriber cancels after one month, Cost to Seller is $4 (10%)

Subscriber cancels after six months, cost to merchant remains $50

Subscriber cancels after six months, cost to Merchant is $24 (10% for each active month)

One of the many benefits of the Cratejoy Marketplace is that we are dedicated to marketing your box for you. One of those marketing efforts is partnering with bloggers, which is why they link to your marketplace page rather than your direct link.

Related Links: Cratejoy FAQ |

If you purchase and print shipping labels from outside of Cratejoy, this tool can be used to upload tracking numbers for your shipments directly to Cratejoy.

What you will need is a spreadsheet file in CSV format which contains columns with the shipment ID and the tracking number that should be assigned to that shipment, for example:

You are free to upload a CSV with additional columns as well, and we will find the appropriate columns. If there are any duplicate columns for these two required values, however, the CSV will be rejected.

Once you have this ready, go to the Shipments page and click 'Upload Tracking'. The window where you will upload your CSV will display:

Here you will choose your CSV file prepared with shipment IDs and tracking numbers. Once uploaded, a small preview will display of the updates that will be made:

If you want to mark the provided shipments as shipped when uploading tracking numbers, select the option to 'Mark shipments as shipped'. You can then select to send feedback and the interval between when the shipment was marked as shipped and when the feedback notification should go out.

Once confirmed, a process will begin in the background to add tracking and mark the provided shipments as shipped, if selected.

You will receive an e-mail at your admin e-mail address noting that the bulk action has been completed.

Your listing can be removed at any time by submitting a request to Cratejoy's support team here.

Any subscribers gained while you had a live marketplace listing will not be automatically canceled. You will still see 'marketplace subscription' on your subscription page and they will continue to renew with the marketplace transaction fee.

Related Links:

Shipping rates are important, you'll need to determine if you are going to support international customers and if so, what shipping rate you are goingcharge. Cratejoy allows you to specify rate(s) for specific countries as well as restrict shipping for those you do not wish to ship to.

All Cratejoy sellers will start off with a flat rate "Rest of World" rule that is set at $25.00 for all orders that weigh 0 lbs and up. "Rest of World" is defined as any addressthat is not in the same country as your Shipping Address (specified on the Settings > Shipping page) and does not have a specific rule created for that country already.

How International Shipping Rules Interact with Product Shipping Rules

International shipping rules will always take priority over product level shipping rules. So if you have shipping set on your product for $5 as a flat rate, but an international rule which specifies that all shipments to Canada will be $20, then the shipping price will always be $20 for a Canadian purchase for that product. You can read more about product-level shipping rules here.

From the merchant portal, chooseSettingsfrom the navigation menu, andShippingfrom the dropdown menu.

Choose a Country

Find the section for Rate Rules, and press theAdd a Country button.

Type the country you are going to set shipping rates for into the entry field, then press the green +Add button. If you want all countries except yours to have the same shipping rates, you can type Rest of World into the entry field.

Set Shipping Rates

Back in the Rate Rulessection of the page, press the blue Add Shipping Rule button next to the country you just added.A dialog box will appear, and you have the ability to choose:

New RuleName:A descriptive name for this rate (i.e. Canada, $0.00 and up). This name is just for your own use--it won't change how the rule is applied and customer will not see this name.

Rule Based On:The rate can be based on either the order price, weight, or choose to "Restrict this Country"Restricting the country will remove this as an option on the checkout page.

Product Type:The rate can be customized to apply to All Products, One-Time Products Only, or Subscription Products Only. If the rule doesn't match the product type, the International Shipping Rule will be bypassed and the Product Shipping Rule will apply.

Minimum/Maximum:If you've selected a rate based on price, you will need to set a minimum order price and a maximum (or leave blank to use "And up"). If you've selected a rate based on weight, you will need to set a minimum and maximum weight. In either case, the minimum must be greater than zero.

Shipping Price:This is the price that your customers will pay if they meet the requirements of the rule.

Once you have made your selections, press the green +Add button to save your rule.

This article only applies to the new designer. Not sure which designer you have? Check here.

We work really hard to make you successful, even promoting your stores on our home page. We love you, please give us a little love :)

Okay, if you're not convinced and still want to remove the Cratejoy banner - here's how.

If you have upgraded to the Carton plan or above, you can easily remove the "Powered by Cratejoy" tag from your store, which appears on all the default themes.

First, navigate to the Design tab and open up your design in the Code editor.

Now open the file called "base.html", which contains code for your basic template (the headers and footers on each page of your site, for example).

If you are using the tasty, fashion, or bold themes, you will want to navigate to "footer.html" rather than base.

Now scroll down and delete the code responsible for the Cratejoy-branded tag, highlighted here:

(Note: the class in your code may not be exactly the same, but deleting it will have the same effect. Searching "powered" in the appropriate file will always take you to the code snippet in question.)

Now save the file to finish. That's it! Preview your store again and you'll see that the "Powered by Cratejoy" tag is now gone.

This guide will walk you through on how to print packing slips for your subscription boxes.

1. Go to the Shipments Tab

Once you're on the shipments page, select which shipments you would like to print packing slips for your boxes.

Once you've selected the shipments, click on the export button in the upper right-hand corner and click on Packing Slips - Selected.

Printing USPS Scan Forms

Once you've clicked onPacking Slips - Selectedit will start an export of these packing slips. When the export is ready, it will show a green bar at the top of your screen where you can download the packing slips.

Once you've downloaded the packing slips, you should be able to print them out using your standard printer.

That's all there is to it! You've successfully printed your first packing slips.

Related Links: |

Why was acharge declined?

Declines can happen for a variety of reasons that are determined by the cardholder's bank.Each bank has a system that takes into account various signals, such as the cardholder'sspending habits, account balance, and card information like the expiration date and CVV/CVC security number.

Since these signals are constantly changing, a previously successful card might be declined in the future.

Even if all of the card information is correct and the cardholderpreviously had a successful payment, a future charge can still be declined by a banks overzealous fraud systems.

Finding out more information about a specific decline

Cratejoyshows all the information we receive from the cardholders bank and the payment processor (e.g. Stripe) about a decline in the error message, therefore wedon'thave specific information as to why a charge was declined.

If the card information (card number, expiration date, billing zip code, CVV/CVC) is correct but there is still trouble when checking out, the cardholder needs to contact their bank.

The cardholder's bank is declining the charge and sending the error. Therefore, only the bank knows why the transaction was declined and how to correct the issue.

Error Messages

Your card does not support this type of purchase."

Some debit cards require a PIN to be entered. If the cardholderis using one of these cards, they'll need to use another card to make the purchase.

Some cards have restrictions on international purchases. If the card was issued in a country other than where your business is located, this might be the problem. In this case, the cardholder needs to contact their bank.

Some cards (often corporate cards or FSA cards) can only be used for certain business categories, like travel or healthcare.

Your card is not supported.

Some payment processors restrict card brands (i.e. Discover, Mastercard) based on the country your store is located in. For example, Stripe currently doesn't support Discover cards in Canada.

The cardholderneeds to use a different brand of card that would be supported for the country where your store is located.

Your card has insufficient funds.

The cardholder's bank is saying that they don't have enough funds in their account to cover the costs of the purchase.

Sometimes cardholders' banks don't properly assess the risk ofcurrency conversion of purchases. If they see that the purchase is in a different currency then the bank will decline the charge as insufficient funds so the currency conversion or the currency conversion fee doesn't overdraw the account.

If a cardholdersees this error message, they shouldcontact their bank.

The Zipcode you supplied failed validation."

The bank is telling the payment processorthat the zip code does not match the one it has on file.

If the cardholder has recently moved, it may take their bank a while to have the correct zip code on file for them.

If the cardholder hasn't recently moved, they need to call their bank and confirm that the information their bank has on file is correct.

Stripe Errors

Error Code

Explanation

approve_with_id

The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.

call_issuer

The customer needs to contact their card issuer for more information.

card_not_supported

The customer needs to contact their card issuer to make sure their card can be used to make this type of purchase.

card_velocity_exceeded

The customer should contact their card issuer for more information.

currency_not_supported

The customer needs check with the issuer that the card can be used for the type of currency specified.

do_not_honor

The customer needs to contact their card issuer for more information.

do_not_try_again

The customer should contact their card issuer for more information.

duplicate_transaction

Check to see if a recent payment already exists.

expired_card

The customer should use another card.

fraudulent

Do not report more detailed information to your customer. Instead, present as you would the generic_decline described below.

generic_decline

The customer needs to contact their card issuer for more information.

incorrect_number

The customer should try again using the correct card number.

incorrect_cvc

The customer should try again using the correct CVC.

incorrect_pin

The customer should try again using the correct PIN.

incorrect_zip

The customer should try again using the correct billing ZIP/postal code. ( you can turn this offin Stripe )

insufficient_funds

The customer should use an alternative payment method.

invalid_account

The customer needs to contact their card issuer to check that the card is working correctly.

invalid_amount

If the amount appears to be correct, the customer needs to check with their card issuer that they can make purchases of that amount.

invalid_cvc

The customer should try again using the correct CVC. ( you can turn this offin Stripe )

invalid_expiry_year

The customer should try again using the correct expiration date.

invalid_number

The customer should try again using the correct card number.

invalid_pin

The customer should try again using the correct PIN.

issuer_not_available

The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.

lost_card

The specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline.

new_account_information_available

The customer needs to contact their card issuer for more information.

no_action_taken

The customer should contact their card issuer for more information.

not_permitted

The customer needs to contact their card issuer for more information.

pickup_card

The customer needs to contact their card issuer for more information.

pin_try_exceeded

The customer must use another card or method of payment.

processing_error

The payment should be attempted again. If it still cannot be processed, try again later.

reenter_transaction

The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.

restricted_card

The customer needs to contact their card issuer for more information.

revocation_of_all_authorizations

The customer should contact their card issuer for more information.

revocation_of_authorization

The customer should contact their card issuer for more information.

security_violation

The customer needs to contact their card issuer for more information.

service_not_allowed

The customer should contact their card issuer for more information.

stolen_card

The specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline.

stop_payment_order

The customer should contact their card issuer for more information.

testmode_decline

A genuine card must be used to make a payment.

transaction_not_allowed

The customer needs to contact their card issuer for more information.

try_again_later

Ask the customer to attempt the payment again. If subsequent payments are declined, the customer should contact their card issuer for more information.

withdrawal_count_limit_exceeded

The customer should use an alternative payment method.

When a cardholderreceives any of these errors they are coming directly from Stripe and communication with the cardholder's bank. Cratejoy, the merchant, and the payment processordo not get any more information than these messages. You can read more about them here.

If their payment was declined, why is my customer seeing funds leave their account?

When in test mode, you can run tests to view various billing transaction scenarios, such as a successful transaction, credit card decline, invalid credit card information, and more.

This will prevent transactions from skewing your reports and analytics. Orders placed while not in test mode will appear in your reports and analytics.

You must connect your Stripe account before completing a test transaction. Test transactions should be done using Stripe's test card numbers. You canalso toggle test mode on your Stripe dashboard to view these test transactions and details within Stripe.

stripe.com/docs/testing

Visit Your Store

Go to the web, and enter your URL as if you were a customer visiting your website. Select a product, and begin the checkout process.

Begin the Checkout Process

When you get to the shipping page, please enter a valid US or Canadian shipping address. If you have chosen to ship to international locations, you can enter an international address as well.

Enter Test Transaction Billing Information

Instead of entering your own credit card information, you will enter test transaction information. To test a successful credit card transaction, enter the following information:

Stripe Test Cards

Credit Card Number:4242424242424242

It doesn't matter what the CVC is or the expiration date, as long as the EXP date is in the future.

You can test other types of transactions as well:

Card Decline

Credit Card Number:4000000000000002

Incorrect Card Number

Credit Card Number:4242424242424241

Invalid Expiration Year

Expiration Year: 1970

Invalid CVC

Security Code: 99

There are various other testing options that can be viewed at

You must be connected to Stripe in order to place test transactions.

View Your Completed Transaction

From the merchant portal, choose Subscriptionsfrom the navigation menu.

Your most recent transaction will be at the top of the list. Any test orders will be clearly marked with the word "test" in the background.

This help article will walk you through everything you need to know about transaction fees on the Cratejoy platform.

Atransaction fee is charged for all purchases made throughyour store. However, the amount will vary depending on whether or not the purchase occurred on the Cratejoy Marketplace. Please note thatthese transaction fees do apply on renewals.

Is there a monthly fee to join Cratejoy?

Yes, there is a $39/month fee which gives you all the features listed here. Additional charges only occur when sales are made.

What is the transaction fee?

Cratejoypurchases are charged 10% plus platform transaction fees (1.25% + $0.10) forthe total cost of the order. So for a $25 transaction, you would pay $2.91 (10% plus the $0.41 listed above).

This fee exists because these purchases are from customers that Cratejoy is sending to your store who otherwise may never have seen your store, and for which we have invested a lot of time, effort, and money. This type of expenseis referred to as Customer Acquisition Cost or CAC.

We have costs with acquiring customers just like you or any other marketer does but we also have a lot more resources and experience doing it. We are able to find customers for you and you don't have to front any expense, you can use the money you otherwise would spend on marketing for other things - or market yourself as well and get even more subscribers when we are both working to grow your business.

Purchases on Your Storefront:If you elect to run your own storefrontand build your own website, purchases made on that sitewill be charged 1.25% plus $0.10 on each transaction. So for a $25 transaction, you would pay $0.41.

How do we calculate the transaction fee?

The transaction fee is charged on the entirety of the order, including shipping and sales tax if applicable.

Cratejoy uses this formula to calculate transaction fees for any given purchase:

[(cost of products - discounts) + tax + shipping charges] x rate

The rate for transaction charges varies depending on your pricing plan.

Does the transaction fee apply to each renewal?

Yes - every transaction on the platform is subject to transaction fees.

Can I remove my listing?

You can remove your listing at any time by submitting a support ticket here.

When do I pay my Transaction Fees?

Transaction Fees are calculated and deducted at the time of the transaction.

If I refund a subscription, are the fees also refunded?

Yes. If you refund a subscriber the full box cost for an order made through Cratejoy, the associated fees are also refunded.

If you partially refund a Stripe order, we do a pro-rated refund on the percentage fee.

How can I see what I havepaid in Transaction Fees for a given period of time?

You can find your transaction fees in the "All Transactions" export found in the "General Analytics by Month" report.

What Is Cratejoy?

You can always find the transaction fees for any given order by navigating to the order details page or by using the search bar at the top of the Cratejoy merchant portal.

What kind of advertising does Cratejoy do for the Marketplace?

Subscription Box Reviewers/Unboxing ( Example, Example )

Links from high traffic websites and affiliates ( Example, Example )

High search rankings on Google across more than 200 search categories

Adwords, and Facebook advertising

Youtube Influencers ( Example )

Targeted email campaigns

Dozens of email, recommendation, and advertising experiments that our team runs every month

This transaction fee allows us to recover our cost of acquiring these new paying customers for you over their lifetime. We only recover our cost here if we're sending you high-quality customers that stick around for months on end.

Because this is on a per transaction basis and there is no fee for listing on the Cratejoy marketplace you can rest assured that if the Cratejoy marketplace does not send you customers then you wind up paying absolutely nothing.

Once your Cratejoy listing is approved, you will be able to start gaining new subscribers. Cratejoy uses email campaigns, paid advertising and affiliate relationships to drive subscribers to new and existing Cratejoy Merchants every day.

Related Links: |

This quick guide will walk you through on setting up a pre-launch campaign on your Cratejoy website.

The goal of your pre-launch campaign is to gather as many email addresses as possible. Email lists have the best conversion rates and will always be your most valuable asset.

To collect email addresses that you'll use later you'll need to use the MailChimp app in the cratejoy App Store. The article here will walk you through on how to set up MailChimp in your merchant portal.

1. Install the Pre-Launch Basic Theme

After you've set up your MailChimp app and created your pre-launch email list, you will want to go to the Design Store here from within your merchant portal.

Once there, locate the Pre-Launch Basic theme and click "Install this design".

Running a pre-sales/pre-order campaign.

Once you've installed it, it should be the published theme on your Cratejoy storefront. However, if you already have another theme published, then you will have to publish thepre-launch basic theme.

2. Customize the Pre-Launch Basic Theme

Using the designer, customize the pre-launch basic theme to match your store's branding. You can add a background image, change the font style, and add social media icons.

Click save and your changes are set.

2. Upgrade/Launch Your Store

Once you've made your changes and edited your pre-launch page you will need to launch your store in order to start collecting emails.

Not sure how to upgrade/launch your store? Follow the instructions here.

3. Build Customer Experience

After someone signs up to your pre-launch list, the most important thing for you to do is to create a post-sign-up customer experience. This includes the email a customer gets after they sign up as well as messages from you over the course of your pre-launch period in order to keep the lead hot.Here's an example:1. A potential customer signs up.2. The customer receives an automated sign-up email that includes the incentive offered on the pre-launch page.3. You send a customer an email letting them know about progress.4. Sending an email out to encourage the potential customer to engage with you on your social media channels or other communities.5. Reminder email about the upcoming launch.6. Launch email goes live.This is a powerful way to encourage your sign-ups to eventually convert, and much of this can be automated to an extent in Mailchimp (see the Bonus Item regarding setting up your MailChimp account).Helpful Resources:

Setting Up a Pre-Launch for Your Subscription Business

The 6-Point Guide to an Irresistible Email Teaser Campaign

4 Steps to Launch a New Product with Email Marketing

If you'd like to run a pre-sales/pre-order campaign instead of a pre-launch campaign, read the help document called

Step One

Login to your account page on Cratejoy.

Step Two

Navigate to the General settings tab.

Within the general settings tab, look for the Password field.

Click Edit.

Step 3

You will need to enter your old password before proceeding. Onceyou'veentered your old password, you will need to enter your new password in the New Password field, and confirm your new password with the Confirm New Password field.

Once the passwords, match, select the Update button.

Thats it! Next time you login to Cratejoy, you will need to use your new password.

I see a notification of a ShipStation sync in progress

This means we are receiving requests from shipstation to pull shipments into their system for the date range specified. This will update as progress is made. You can dismiss it if you like, and it will only re-appear once completed or failed, at which point you can dismiss it permanently.

I see a notification of a ShipStation sync success

This means ShipStation has successfully copied shipments for the date range specified. Hooray!

I see a notification of a ShipStation sync failure

This means there was a sync in progress that did not retrieve all shipments. :(

Usually there will be a retry (and you will see this go back to in progress if so) but if you do not see this date range get a success after, you are likely missing shipments in ShipStation. If you think you are missing shipments, ShipStation has asked that you reach out to their support so they can investigate further.

There may be times when you need to stop accepting additional subscription orders to make sure you have capacity for fulfillment. You can enable sold out mode for your account by following the guide HERE.

If your store is listed on the Cratejoy Marketplace and you enable sold out mode, your Marketplace listing will update to gather emails from interested potential customers.

Sold out mode is only allowed for 60 days on the Cratejoy Marketplace. At 60 days, you will get an email letting you know that sold out mode has expired.

Enable Sold-Out Mode

From the merchant dashboard go to Settings -> General.

Toggle the Sold Out switchon or off.

What does sold out mode look like on a Marketplace listing?

If you have a listing on the Cratejoy Marketplace, your Marketplace listing will go into 'Sold Out' mode - redirecting your subscribers to your sold out page.

What happens when the "notify me when available" button is clicked?

Clicking the button brings up an email sign-up form directly on the listing page. Visitors can enter their email address that will receive a notification message from the Marketplace once the store leaves sold out mode. It can take up to 3 hours before the notifications are sent out.

What happens if I accidentally toggle sold out mode on/off?

Sold out mode notifications arenot sent out if you flip the sold out mode toggle within 2 hours. This prevents notifications from going out if sold out mode is toggled accidentally or multiple times in a short span.

Do I have access to the list of people that sign up to be notified?

No. Cratejoy maintains that list of Marketplace customers' email addresses.

Can I edit or disable the notification message like other Merchant notifications?

No. This is a Marketplace notification, not one of the Merchant account notifications found under the Settings tab and then Notifications tab. It is sent from the Marketplace and not from a listing's specific Cratejoy store.

What does the email message actually look like?

Does the listing page change after someone signs up?

Yes, after someone signs up to be notified while they are logged in, the button text will update so that they don't accidentally try to sign up multiple times.

Can someone sign up for the notification if they don't have a Cratejoy account?

Yup! They would go through the same process as someone that is logged in.

What happens if a single email is signed up for the same listing notification more than once?

There are circumstances where customers could enter the same email multiple times, but they would only receive one notification per unique email address.

For example, if a customer signed up for a notification before logging into their account and then later logged in and also signed up, they would only receive one notification, assuming the email addresses were identical.

Review Content Guidelines:

We want Cratejoy reviews to be helpful, respectful, and honest. To ensure this, please note the following:

Respect for both the subscriber and merchants privacy is expected. Sharing of private or personally identifying information is not permitted.

Do not misrepresent who you are by using a fake name or alias.

Be respectful toward each other. Any harassing, hateful, profane, or threatening language will not be tolerated.

Don't use reviews as a place to spam or promote your own product.

Any review that promotes a product outside of the Cratejoy Marketplace is subject to removal.

Only one review per customer, per subscription, is allowed. Any duplicate or additional reviews will be deleted.

We reserve the right to edit, delete, or consolidate reviews.

To Leave a Review:

1. Find the seller's listing page on the Marketplace and scroll down to the Subscriber Reviews section. If you aren't signed in, click "Sign in to write a review" and login to your Cratejoy account.

2. Click "Write a review".

3. Write your review, and click "Submit Review".

That's it!

Your review then goes to our moderators and the listing will be approved in 2-3 days.

Customers may only post one review per box. if you submit a review and have already done one previously, the new review will override the old one. You can edit your current review to make it updated. If you'd like to have a review that you wrote removed completely, please email [email protected]

This article will walk you through what Cratejoy Merchant Support can help with and the different ways to contact Cratejoy Merchant Support.

If you're experiencing an issue with your Cratejoy merchant account, storefront, Marketplace listing or anything else related to your Cratejoy store and you can't find the answer in our help articles, we have a few ways to reach out to our Merchant Support team.

Cratejoy Support is available for all sellers with Cratejoy accounts. Here are some general guidelines for when and how Support is able to assist, and when we're not.

As a Seller, What is Support Able to Help Me With?

What Cratejoy Support cando:

Answer questions about our offerings and services.

Route sellers to the correct documentation for their question.

Gather basic information required for confirming a bug and for troubleshooting.

Develop a workaround in cases where a bug is preventing successful completion of a task.

Assist in actions that the seller is able to do independently but needs the action made in bulk (in cases wherein its quicker for us to do it using a script and in cases where the seller doing it themselves even without a script would take more than an hour).

Remove Cratejoy listing reviews, only when specific criteria are met.

What Cratejoy Support isn't able to assist with:

Build or map out custom features for the Cratejoylisting, store design, or subscribe flow.

Build or review custom integrations with third-party systems.

Troubleshoot bugs for third-party systems.

Edit or review code or customizations made by the seller or their third party designer or developer.

Make any bulk changes or adjustments without authorized consent from the seller.

Accept any request for our Cratejoy team to do any work or make any changes to a sellers account or subscriber via live chat.

Make exceptions to Cratejoylisting requirements.

Provide information about another seller hosted with Cratejoy or on the Cratejoy platform, including contact information or business metrics.

Cratejoy Merchant Support Hours

Email support is available between 9:00 PM and 6:00 PM Central Time, 7 days a week

Live Chat support is available for non-free trial merchants between 11:00 AM and 3:00 PM Central Time, Monday - Friday

We may have chat disabled during certain times for Cratejoy Events, meetings or other occasions.

Submit a Ticket

You can submit a support ticket here.

When you create a support ticket you can expect a response within 24 hours of us receiving your message.

Start a Live Chat

Currently, we're in the beta test of live chat support for Cratejoy Merchants. You're able to initiate a chat Monday - Friday from 11:00 am to 3:00 pm CST.

Please note, we may have chat disabled during certain times for Cratejoy Events, meetings or other occasions.

Live Chat is best reserved for quick questions like "How do I hide a product" or "How do I create a coupon?" Design questions, product billing and shipping schedule questions, and other more complex issues should be submitted as a Ticket through your Portal or by email.

To initiate a Live Chat, log into your Merchant Portal, there should be a small widget in the lower left-hand corner of your page. If you don't see this widget, this means Live Chat is not currently enabled and we'll be back later.

Ask Your Peers

Cratejoy merchants have two Facebook Groups that are great for asking questions to your fellow Cratejoy Merchants.

Cratejoy Merchant Community

This community is for all Cratejoy Merchants, to join simply request access on the Facebook Group Page:

https://www.facebook.com/groups/cjmerchantcommunity/

Subscription School Group

This group consists of mostly, but not exclusively, Cratejoy merchants who have < 100 subscribers. That means that some of them haven't even launched yet, while others of you are already pushing decent revenue.

The goal of this group is to provide a place for an exchange of ideas and strategies for planning, launching, and scaling your subscription business.

https://www.facebook.com/groups/subscriptionschool/

Please be sureto read the Rules and Description and search for your question before posting for each group!

There are a few easy steps, and luckily your customer can do it all on their own.

Note:If you want to make this change for your customer, follow this guide here to login as your customer and complete these steps.

1. Have them log into their account on your site.

2. They will see a list of active subscriptions on this page. Click 'Edit'.

3. Modify the terms and/or variants, or cancel the subscription. Then click 'change'.

When the subscription renews it will now renew with the changed properties!

If you are selling gift cards, Cratejoy will automatically generate a page on your website where a customer's gift card can be accessed. This is a page which includes the gift card image, the unique gift card code and balance, and a gift message and sender's name if applicable.

While this page cannot be directly edited through the designer, it is possible to create your own custom gift card page through the Code Editor.

To do so, open the Code Editor and create a new HTML file within the /html directory with the filename gift_card.html, and paste the following code:

This is the default code that Cratejoy uses to create a unique gift card page.

Once created within your store's code editor, it can be customized as you see fit and will overwrite the default Cratejoy gift card page.

Subscription products are the core piece of any Cratejoy storefront or listing.This includes:

Setting basic information about the product, i.e. its name, description, and its picture.

Setting up the renewal and shipping schedule for when the customer can expect to pay for and receive their product.

Setting pricing and shipping costs for the product.

Setting up any prepayment terms, variants, or survey questions, if applicable.

Navigate to Create a New Product

From the Merchant Portal, chooseProductsfrom the navigation menu. Then choose Subscription Products. Next, click the greenAdd a Product button in the top-right corner of the screen.

Set Up Product Name and Description

Fill out the product name and description fields, and upload an image.

[Guide]How do product level Shipping Rates Work?

Set Up Renewal and Shipment Schedule

Recommended Read: Billing and Shipping Schedules for Subscription Commerce

Set the schedule for when customers get billed for their renewing subscriptions.

By default, the above schedule applies:

Last day of the month is the last day for your new subscribers to sign up.

1st of the Month: You get your final list of customers who need products

4th of the Month: Ship it!

11th of the Month: Subscribers auto-renew for next month's box.

Find the section for Billing Scheduleand choose the Frequency of which the subscription should renew. Products typically renewMonthly. TheRenewal Date can also be set up here. Use the calendar on the right toview the renewal date, target ship date, and cut-off window.

Want a different schedule?

Select "Some businesses prefer to select a custom schedule. Set yours up here." Choose whether subscribers renew at the beginning, middle, or end of the month or a specific day of the month.

Price the Products

Terms and Pricing

Set the product prices and prepayment terms.

The total amount charged to a customer when they purchase a prepaid subscription (e.g. $29 for 3 months in the example above), as well as the per month cost (e.g. $29 boils down to $9.67 per month) is visible here.

Optional:Modify the page titles, descriptions, terms and images to promote different prepayment terms.

Enter Product Weight and Shipping Rates

Find the section forShipping Options, and enter your product's ship weight in both pounds and ounces. Use the radio buttons to set your rates and options for shipping.

Read More:

Save Your Changes

Press theSavebutton at the top or bottom of your screen, and you're done!

Optional: Customize your Subscription Flow with ProductVariants or a Survey

Do you have different variants you'd like to offer your customers (e.g. different sized shirts, or savory vs. sweet snacks)? You can set up variants to have your customers select those options for themselves while checking out.

Do you want to gather any information about your customers while they checkout (e.g. "What's your dog's name?" for a pet box, or "What's your birth month?"). You can set up customer surveys to have your customers enter that information about themselves while checking out.

Underneath the Term Prices section, find theAdd a new stepbutton. Start by choosing to add a Product Variant or a Customer Survey then fill out the information as needed. To add additional variantsor survey questions you can simply clickAdd a new step againand add additional Variants or Survey questions.

Save Your Changes

Press theSavebutton at the top or bottom of your screen, and you're done!

Duplicating your Product

Once you have created a product you can easily duplicate that product. Once you are on the Subscription Products page, if you hover your mouse over the product you want duplicated you will see a duplicate button appear on the right hand side of that product. Click duplicate and a exact copy of your product will be created.

We manually moderate and approve all reviews to prevent spam and abuse. We try to get all reviews approved within 24 hours of submission.

This help article will walk you through on what to expect when gifting a subscription.

When you purchase a gift on Cratejoy (CJ) we need to get the recipients email (or a good contact if its a gift for a child or anyone whowon'tbe setting up their own account).

We also provide an opportunity to personalize the email we send to recipients - you can either send this message immediately or have it sent after the gift has shipped.

We have an onsite flow that enables the gift recipient to view their gift, theywon'tbe able to manage it (i.e.can'tupdate billing or shipping details) but can learn more about it and see the personal message the gifter has left.

This is what the message to gift recipients looks like.

http://www.cratejoy.com/my_account/my_gifts/gifts_received

We ask that they claim their gift which just means we display it in their CJ account. Claiming is not necessary to actually receive the gift as that is handled by the merchant, CJs role is to provide some information about the gift, context to where it came from, potentially some customer support, and to relay the personal message the gifter has sent.

When the recipient clicks on the email button they will be asked to either log in or create a CJ account then linked to their account page where they can view the gift and message.Gift Recipients can view the gifts they have claimed in their account page anytime here:

Related Links:

Log in to your Account page and click"Payment Information"

Click "Add payment method"

Add a new address if necessary

Enter new Card Number, Expiration Date, and CVC, then click "Save Payment Method"