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These docs are for v2023.12. Click to read the latest docs for v2024.08.01.

Customer subscription products

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Applies to roles:

System Administrator Customer Service Sales Agent Finance

View subscription products

The subscriptions area provides a quick summary of customer subscriptions; you'll see the name, status, price and any discounts, if associated.

To view more detail about the subscriptions select View

This will open the Current subscription and history page

Two table will be displayed, one showing the information on the current subscription(s), the second showing the customer’s subscription history.

Add a subscription product

  1. Select + Add which will open the Add service wizard. You can select a subscription, by default subscriptions are filtered by the customers currency. To change the currency, select ‘CHANGE’ in the title bar and choose a currency from the drop down.

  2. Choose a subscription from the catalogue and select ‘Next’. Once added, a confirmation of subscription and the amount will be displayed in the cart.

  3. If required, enter a referrer ID. The code is validated after entry.

  4. Add a discount by choosing a campaign, source and promotion code from the drop-down. Leave it blank if you don't require a discount.

  5. Select Next

A summary containing subscription details, amount, discount amount and total amount due will be displayed.

  1. Choose an existing payment method from the Select payment drop down and select Next.

  2. The Order Summary screen will show details of the order including subscription, price, discounts and final price after discounts are applied. Review the details and select ‘Finish’

  3. The subscription will be added. You will see:

  • Status
  • Last Change date
  • Start date
  • Price
  • Frequency

Selecting the ‘+’ expand button will show:

  • Minimum term end
  • Referrer ID or Viewing Card
  • Order ID
  • Promo Code
  • Refer a Friend code
  • Next Charge date

Adding an alternative payment method during add subscription

  1. Select +Add which will open the Add service wizard. You can select a subscription, by default subscriptions are filtered by the customers currency. To change the currency, select ‘CHANGE’ in the title bar and choose a currency from the drop down.

  2. Choose a subscription from the catalogue and select ‘Next’. Once added, a confirmation of subscription and the amount will be displayed in the cart.

  3. If required, enter a referrer ID. The code is validated after entry.

  4. Add a discount by choosing a campaign, source and promotion code from the drop-down. Leave it blank if you don't require a discount.

  5. Select Next

A summary containing subscription details, amount, discount amount and total amount due will be displayed.

  1. Choose Add card

  2. A new tab in your browser will open. A summary of the customer's details will be displayed, select Add payment

  3. This will launch the Global Iris or Realex Payments secure hosted payment page (HPP). Enter the customer’s card number, expiry date, security code and cardholder name

  4. Select the ‘Pay Now’ button once finished (at this stage you’re authorising the card, not taking a payment). A success message will appear if the details entered were correct and the card will be stored against customer’s account.

  5. Go back to the previous tab and click the refresh button next to the Select payment drop down.

  6. Select the newly added payment method from the drop down and select ‘Finish’

The subscription is added to the customer’s record.

Klarna and Invoice must be added via the add payment method before the create subscription process.

Cash payments – If the customer is paying by cash, select Invoice from the Select payment method drop down - see  Customer payment methods.

📘

Adding new subscriptions for cancelled or terminated customer accounts

To add new subscriptions to a cancelled or terminated account, you would need to create a new subscription.

Before creating a new subscription make sure that a valid and up to date Payment method is captured - see  Customer payment methods. Ensure Viewing Card information, if required, is up-to-date.

Note: Any outstanding balances or debt should be managed by your own business rules and credit control

Managing a subscription product

You can see:

  • Information
  • Filter History
  • Change Payment method
  • Edit billing date
  • Edit referrer ID/ Viewing card
  • View Crossgrades
  • Cancel
  • Pause

Pause a subscription product

You can suppress both billing and viewing entitlements using a subscription pause. You can pause a subscription for a minimum of 1 billing instance, up to 24 billing instances. Only monthly subscriptions can be paused.

  1. Select View from the Subscriptions area
  2. Locate the subscription you want to pause and select Manage Subscription
  3. Select Pause. The Pause Subscription window will appear.
  4. Choose the number of billing periods to pause the subscription
  5. Select Confirm

The Subscription status will be paused from their next billing date. The date that pause will start and is due to end is shown within the subscriptions table.

Remove a pause

  1. Select ‘View” in the Subscriptions area
  2. Locate the subscription you want to pause and click Manage Subscription
  3. Select Pause. The Withdraw scheduled pause window will appear
  4. Select ‘Confirm’ to withdraw the scheduled pause.

The Subscription status will be active and billing along with viewing entitlements will resume.

Cancel a subscription product

A customer can cancel their subscription at anytime; however, if they are still in contract they may incur a charge for cancelling.

Any early termination charges will be illustrated ahead of confirming a cancellation.

  1. Select ‘View” in the Subscriptions area
  2. Locate the subscription you want to cancel and select Manage Subscription
  3. Select Cancel. The Remove Subscription window will appear.
  4. Choose the cancellation date – this can be a specific date, an immediate cancellation or cancel on next renewal date. Note: If you choose a specific date for cancellation then a calendar will pop up for you to select the date
  5. Choose the cancellation reason
  6. Select Get cancellation fee. The message will be updated with cancellation type, cancellation reason and any cancellation fees.
  7. Select Confirm to action the cancellation. A Success message will appear along with the Subscription tables updated with the cancellation requested

If this was an immediate cancellation, the subscription will show status as cancelled straight away.

To view the cancellation date, click + to expand the Subscription information.

Withdraw a cancellation

A scheduled cancellation can be withdrawn at any time up to the cancellation date.

  1. Select Manage subscription
  2. Select Withdraw scheduled cancellation
  3. Select Confirm to withdraw the cancellation

The subscription will be reinstated.

Refresh product entitlements

You may need to sync a customer subscription with a entitlement service. This action is called 'Nudge' and is completed in the Subscriptions section.

  1. Select View
  2. Locate the subscription you want to sync
  3. Select Refresh to sync the entitlements

This will resend the subscription entitlements and restore the customer's viewing.

Change a subscription product payment method

  1. Select Manage Subscription
  2. Select Change payment method
  3. Select Change:
  4. Choose a payment method from the drop down or choose Add card
  5. Select Save to confirm changes

Change subscription billing date

  1. Select Manage Subscription
  2. Select Edit billing date
  3. Select the billing day and choose if you want to apply pro-ration to the customer’s bill
  4. Select Get Info. A Summary screen of the change requested along with any pro-rata billing is displayed
  5. Select Confirm to confirm changes

Crossgrade a subscription product

A customer can move from their current subscription to another one based on the crossgrade configuration.

  1. Select ‘View” in the Subscriptions area

  2. Locate the subscription you want to cancel and select Manage Subscription

  3. Select View crossgrades

  4. Select the package to change to along with any discounts, if applicable. When you select the new subscription, the cart banner will update showing details of the change along with any differences in costs. This will also indicate what type of change it is; Crossgrade, Upgrade or Downgrade with arrows.

  5. Select Finish at the end of the Cart to confirm the subscription change (this is an immediate change)

The subscription history will now be updated to show this change in subscription.

Once completed, the customer will be charged the pro-rated amount and their bill date will be adjusted to ‘today’

The new subscription will be active along with its new term (monthly or annual)

Upgrade a subscription product

  1. Select ‘View” in the Subscriptions area
  2. Locate the subscription you want to cancel and select Manage Subscription
  3. Select View Crossgrades. The Crossgrade wizard will appear
  4. Select the package to change to along with any discounts, if applicable. When you select the new upgraded subscription, the cart banner will update showing details of the change along with any differences in costs for the new subscription.
  5. Select Finish at the end of the Cart to confirm the subscription change (this is an immediate change):

The subscription history will now be updated to show this change in subscription. Once completed, the customer will be charged the pro-rated amount and their bill date will be adjusted to ‘today’. The new subscription will be active along with its new term (monthly or annual).

Downgrade a subscription product

  1. Select ‘View” in the Subscriptions area
  2. Locate the subscription you want to cancel and select Manage Subscription
  3. Select View Crossgrades. The Crossgrade wizard will appear
  4. Select the package to change to along with any discounts, if applicable. When you select the new downgraded subscription, the cart banner will update showing details of the change along with any differences in costs for the new subscription.
  5. At the Payment section, the default option is for the downgrade to take place at the contract end term. There is an option to ’force immediate downgrade’ if required. This could be the next month’s billing date if the current subscription is a monthly contract or it could be at end of an annual contract for 12 month contracts)
  6. Select Finish to confirm the downgrade

A success message will appear, confirming the downgrade:

  • If an immediate downgrade is requested, this will be completed immediately and billing will be pro-rated and the new subscription term started.
  • If the default downgrade option is chosen, then this will be scheduled to downgrade at the end of the current subscription’s minimum term. This will show in the Subscription tables as Downgrade Scheduled. There will be no pro-rationed billing applied and once the downgrade is complete the new subscription’s minimum term will become active.

Cancel a scheduled downgrade

  1. Select ‘View” in the Subscriptions area
  2. Locate the subscription you want to cancel and select Manage Subscription
  3. Select ‘Withdraw scheduled downgrade’

Add a manual payment

If a customer makes a manual payment, in person with cash, then this transaction balance needs to be manually added to their account.

  1. In the Customer account area select View
  2. Locate the subscription you want to add a manual payment
  3. Select Add payment
  4. Select the payment type you want to add Cash or Voucher

The following fields will be displayed:

  • Cash amount – this is mandatory
  • Official receipt number
  • Collection code
  • Temporary receipt number
  1. Complete the required fields
  2. Select Confirm

The Customer account statement will now show the manual payment entry along with the updated account balance.

Change a referrer ID

  1. Select ‘View” in the Subscriptions area
  2. Locate the subscription you want to cancel and select Manage Subscription
  3. Select Edit Referrer ID
  4. Enter the New referrer ID
  5. Select Confirm

Subscription history

Subscription history shows the customer’s current and previous subscriptions.

You’ll be able to see more information on the subscription including:

  • Name;
  • Status (e.g. cancelled, active);
  • Movement (was the subscription cancelled, crossgraded etc);
  • Start (when the subscription began);
  • End (when did it end or is due to end);
  • Price (how much the subscription is and if there were any discounts added).

Updated 10 months ago