How Past Due Status in Subscription Works
When a Payment Method Expires or Fails
Sometimes payment methods expire or fail, and customers may not notice immediately. When this happens, the app provides tools to notify both customers and admins:
- Customer Alerts: Logged-in customers are notified of their payment status within the app.
- Admin Alerts: Admins can view past-due accounts in the Manager, filter by "past due," and send targeted push notifications to affected users.
User Experience
Step-By-Step
Customers updating their past due status:
- Open your app.
- If not already logged in, customers must log in using the email address associated with their membership.
- On the Home Screen, the user can tap on the Card icon or the Subscriptions button (depending on how you configured it), to access their Membership/Subscription.
- If the customer's membership payment is past due they will see an alert on the card icon and on their card.
- They will also see alert messages when on your Subscriptions list screen, and their membership/subscriptions benefit screen.
- In order to resolve this they need to click on the "Past Due Button" or "Manage" button and either 'retry' their existing payment method or add a new payment method to resolve the issue.
- Once they've updated their payment method and hit update, it will change their status back to Active.
- All the 'alerts' will disappear and the customer is good to go moving forward!
View Customer who is Past Due
- From the Quick Start Page in your admin dashboard, click Subscriptions
- A new tab will open up and on the ensuing page, you have two options, if you want to see all past due status for a specific Membership click on Memberships.
- Adjust the filter to show Past Due status; default is "active" status.
- If searching for a specific customer you can click on Customers, and use search to find them (email or name), then check their status under their Membership tab.
- For additional details you can view their payment history and other information directly in Stripe.
- Lastly, to further alert customers, you can export all customers with past due status and then use that file to send a targeted push notification.
Both processes ensure a smooth experience for customers and admins:
- Customers are alerted in the app with clear steps to resolve past-due payments.
- Admins can monitor and manage past-due accounts, send targeted push notifications, and ensure memberships stay active.
By following these steps, you can reduce payment disruptions and improve customer retention.
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