Overview
Veterinary staff can modify a client's Autoship settings directly on their behalf — including pausing, skipping, or changing the next order date — by following a few straightforward steps.
When to Use This
Use this process any time a client contacts the practice to:
- Pause their Autoship
- Push back their next order date
- Skip a delivery — for example, if they still have product on hand or a pet's needs have changed
Steps to Update a Client's Autoship
Step 1: Access the Client's Profile
- Navigate to the Client List
- Search for the client by name
- Click on their name to open their profile
Step 2: Enter Impersonation Mode
- On the client's profile page, locate the blue Help Client button
- Click it to enter impersonation mode
- This opens the client's storefront exactly as they would see it, allowing you to make changes on their behalf without requiring them to log in themselves
Step 3: Update the Autoship
- Navigate to the Autoship section of the storefront
- From there, you can:
- Change the next order date to pause or delay an upcoming shipment
- Skip the next scheduled order
- Adjust the frequency or timing to better suit the client's needs
Important: All changes take effect immediately. Always confirm the updated next order date with the client before exiting impersonation mode.