Overview
The My Pages customer portal is Journey’s self-service interface that empowers your customers to manage their subscriptions, track deliveries, and update account information without requiring support intervention. This feature is critical for reducing operational costs while improving customer satisfaction and retention.Why My Pages Matters
For Merchants
Reduce Support Costs
Reduce Support Costs
By enabling customers to self-manage their subscriptions, delivery dates, and account information, you can significantly reduce support ticket volume. Common tasks like pausing subscriptions or rescheduling deliveries no longer require staff intervention.
Improve Customer Retention
Improve Customer Retention
Customers who have control over their subscriptions are more likely to pause rather than cancel when they need a break. The portal makes it easy for customers to modify their plans, leading to higher lifetime value.
Increase Revenue
Increase Revenue
The portal enables customers to easily add products to existing subscriptions or create one-off orders, creating upsell opportunities without sales team involvement.
Operational Efficiency
Operational Efficiency
Real-time updates to subscriptions, delivery schedules, and customer information flow directly into your fulfillment systems, eliminating manual data entry and reducing errors.
For Customers
The customer portal provides a transparent, always-available interface for your customers to manage their relationship with your business. It’s designed to be intuitive and mobile-friendly, supporting your customers wherever they are.Core Features
1. Subscription Overview
What customers can do:- View all active and inactive subscriptions
- See subscription status (active, paused, on hold, cancelled)
- Review product details including quantities and frequencies
- Access subscription-specific actions (modify, pause, resume)
- View applied discount coupons and their validity
- Customers can self-diagnose subscription issues
- Transparent pricing and delivery information reduces confusion
- Easy access to modify subscriptions increases flexibility
- Visibility into coupon usage helps customers understand their savings
- Real-time data synchronization with backend
- Support for multiple active subscriptions per customer
- Conditional display based on subscription status
- Filter toggle to show only active subscriptions when customers have multiple
2. Order History & Tracking
What customers can do:- View complete order history with delivery dates
- Track upcoming deliveries with countdown information
- See delivery status (scheduled, delivered, cancelled)
- Download invoice PDFs for completed orders
- View order details including products, quantities, and pricing
- Review delivery notes and special instructions
- Reduces “Where is my order?” support inquiries
- Provides proof of delivery for dispute resolution
- Transparent pricing breakdown builds trust
- Historical data helps customers plan future orders
- Filters orders by payment status and delivery status
- Shows only relevant upcoming deliveries (future and last 7 days)
- Supports both subscription-based and one-off orders
- Real-time delivery tracking integration
3. Subscription Management Actions
Customers can perform comprehensive subscription modifications:Modify Cart Contents
- Add new products to existing subscriptions
- Change quantities of subscribed products
- Remove products from subscriptions
- View updated pricing in real-time
Change Delivery Frequency
- Switch between available frequency options (weekly, bi-weekly, monthly)
- See next delivery date adjust automatically
- Understand pricing implications of frequency changes
Reschedule Deliveries
- Select new delivery dates from available windows
- Respect postal code delivery schedules
- View minimum notice periods for changes
- Update delivery locations for supported carriers
Pause & Resume
- Pause subscriptions temporarily with reason selection
- Set automatic resume dates (optional)
- Resume paused subscriptions immediately
- View pause history and reasons
Cancel Subscriptions
- Initiate cancellation with reason capture
- Understand cancellation policies
- Option to pause instead of cancel
4. Account Information Management
What customers can do:- Update contact information (name, email, phone)
- Change delivery address and postal code
- Set delivery instructions for drivers
- Configure delivery location preferences for supported carriers (e.g., Dropp pickup points)
- Manage email notification preferences
- Accurate customer data reduces delivery failures
- Postal code changes automatically update delivery schedules
- Delivery instructions reduce failed delivery attempts
- Current contact information improves communication effectiveness
- Postal code validation against delivery schedules
- Automatic delivery date adjustment when postal code changes
- Integration with carrier location services
5. Payment Information
What customers can do:- View payment method on file (masked for security)
- Update credit card information
- See payment history and status
- Download invoices for accounting purposes
- Customers can update expired cards proactively
- Transparent payment history reduces disputes
- Self-service payment updates reduce dunning failures
- Invoice access reduces accounting support requests
- Secure payment tokenization
- Integration with multiple payment processors
- Automatic invoice generation
6. Product Exchange Tracking (Returnable Items)
For businesses with returnable products (e.g., bottle deposits, reusable containers): What customers can do:- View exchange balance (items owed by customer or business)
- See detailed transaction history of delivered and returned items
- Track cumulative balance over time
- Understand charges and reimbursements for containers
- Transparent deposit accounting reduces disputes
- Customers understand their obligations
- Automated tracking eliminates manual reconciliation
- Historical record for compliance and auditing
User Experience Design
Multi-Tab Navigation
The portal uses a clean, tabbed interface optimized for both desktop and mobile:- Overview Tab - Primary landing page showing active subscriptions and upcoming deliveries
- Order History Tab - Complete order and delivery history with timeline view
- Your Info Tab - Account and delivery information management
- Exchanges Tab - Container/bottle exchange tracking (merchant-specific)
Mobile Optimization
- Responsive design adapts to all screen sizes
- Touch-friendly controls and buttons
- Simplified layouts on mobile devices
- Progressive enhancement for desktop features
Real-Time Updates
- Changes reflect immediately without page refresh
- Visual feedback for successful actions
- Error handling with clear user messages
- Loading states during data operations
White-Label Customization
Journey’s portal can be fully customized to match each merchant’s brand and identity:Branding
- Custom color schemes matching merchant brand
- Logo and cover image customization
- Merchant-specific terminology and messaging
Feature Toggles
- Show/hide specific features based on business model
- Merchant-specific tabs and functionality
- Conditional features (e.g., exchanges only for applicable businesses)
Integration Options
- Custom delivery carrier integrations
- Payment processor specific features
- Merchant-specific product attributes
Support & Resources
Customer Communication
Set up notifications, emails, and SMS messages to keep customers informed
Recurring Payments
Understand how recurring payments are collected and managed
Subscription Management
Learn how subscriptions work in Journey
Delivery System
Understand delivery scheduling and fulfillment
Common Questions
Can customers cancel their own subscriptions?
Can customers cancel their own subscriptions?
Yes, customers can initiate cancellation through their My Pages. You can configure whether cancellations are immediate or require support approval, and capture cancellation reasons for analysis.
How do delivery date changes affect fulfillment?
How do delivery date changes affect fulfillment?
When a customer changes a delivery date, Journey automatically updates the delivery schedule and notifies your fulfillment team. The system respects minimum notice periods you configure to avoid same-day changes.
What happens when a customer updates their payment method?
What happens when a customer updates their payment method?
Payment method updates are sent directly to your payment processor and tokenized securely. Future subscription charges will use the new payment method automatically.
Can customers see prices before making changes?
Can customers see prices before making changes?
Yes, all subscription modifications show updated pricing in real-time before the customer confirms changes. This includes prorated amounts for frequency changes and delivery fee adjustments.
Is the portal mobile-friendly?
Is the portal mobile-friendly?
Absolutely. The portal is fully responsive and optimized for mobile devices, which is where most customers will access it from delivery confirmation emails and SMS messages.
Can I customize the My Pages features and look?
Can I customize the My Pages features and look?
Yes, Journey’s allows extensive customization including branding, feature toggles, custom workflows, and integration with your specific carriers and payment processors.