Understanding Zaymo subscription actions and troubleshooting unexpected orders

If you're investigating unexpected subscription changes or orders that appear to have been created through Zaymo, this guide will help you understand how Zaymo works and how to troubleshoot these situations.

How Zaymo subscription actions work

Zaymo allows customers to make subscription changes directly from emails without visiting your website. When a customer interacts with Zaymo elements in an email, the action is recorded with specific details including:

• Timestamp of the action

• Email client used (Apple Mail, Gmail, etc.)

• Specific product and variant

• Action type (create subscription, add product, delay subscription, etc.)

Zaymo pulls live data from your subscription provider when emails are opened, so even if customers make changes in your subscription portal and then return to the original email, the products will reflect their current subscription status.

Investigating unexpected subscription actions

When customers report unexpected subscription changes, you can investigate by checking:

Klaviyo timeline

Look for Zaymo interaction events in the customer's Klaviyo profile timeline. This will show you exactly when and how the customer interacted with Zaymo elements.

Zaymo's exportable timeline

Contact Zaymo support with the customer's email address to get detailed logs of their Zaymo interactions, including the specific email client used and exact timestamps.

Common scenarios and explanations

Accidental clicks while scrolling

Customers may accidentally click subscription buttons while scrolling through emails on mobile devices. The interaction will still be recorded as a legitimate action.

Skip actions not being respected

If a customer skips an order in your subscription portal but later clicks "send now" or similar actions in a Zaymo email, this will update the billing date to the current date and may override the skip.

One-time products becoming subscriptions

With some subscription platforms like Recharge, one-time add-ons may convert to recurring subscriptions due to platform-specific behaviors, especially when customers modify delivery dates in the portal.

Preventing accidental actions

If you're experiencing frequent issues with accidental subscription actions, you can enable two-click confirmation for all items being added. However, note that this may decrease your conversion rates.

Bot-related issues

In rare cases, bots or automated tools may trigger Zaymo actions. Zaymo has implemented bot blocking to prevent these scenarios. If you suspect bot activity, contact Zaymo support immediately for investigation.

Data sync issues

Occasionally, Zaymo events may not appear in Klaviyo due to API errors (such as 404 errors). If you notice missing events, contact Zaymo support to investigate potential sync issues.

Getting help

When contacting Zaymo support about subscription issues, provide:

• Customer's email address

• Specific subscription or order details

• Timeline of when the issue occurred

• Any relevant screenshots from your subscription platform

Zaymo support can provide detailed logs and help determine exactly what actions were taken and when.