How to Manage a Customer's Subscription
Before you Begin
Make sure to check out our articles on How Customers Work for a general understanding of Customers and How Subscriptions Work for a general understanding of Subscriptions.
What's the Point?
While a Customer's Subscription is typically managed by them in their app, we're providing you the ability to make necessary changes when needed.
Video
Tutorial Video
Edit a Customer's Membership or Subscription
- From the Quick Start Page in your admin dashboard, click Customer Dashboard
- A new tab will open up and on the ensuing page, click Customers
- You can 'search' for a customer, or if visible on the Customer list page you can simply click on their row.
- On the Customer's Membership Tab, click on the Subscription you wish to edit.
- The ensuing page, you can either Void the membership or adjust the Expiration date.
- If you want to Void the membership, you'll need to provide a Reason.
- Hit Save, and the adjustment is applied
- Go back to Customers Reward Tab and you can see the adjustment
Extending a Subscription
Note: Previously you could only extend a subscription in STRIPE by adding additional months on a trial bases.
- Click on a customer's Subscription
- You'll see a new Edit button next to Current Period
- Click on the Edit button and adjust the Renewal Date
- Hit Save, and your customer's renewal date will be adjusted and that will be the next time they are charged!
Refunding a Subscription
Recurring subscriptions automatically manage customer status and renewal dates. While customers can self-cancel (without a refund) via the app, any refunds must be processed through Stripe.
- Tap on Subscription Details
- Tap on Cancel Subscription
- A popup window will confirm you wish to Cancel in Stripe.
- Once in Stripe, tap on Actions to decide how you want to cancel (cancel, update, pause payment, exclude from auto-cancellation)
- If you've selected Cancel, you can decide when - Immediately, End of Current Period or Custom Date, as well as decide if they should get any type of refund.
- Stripe has updated the look:
- Stripe will update based on your selection
- Now go back to the Customer Subscription page and you'll see there is a Canceling status now tied to their record.
- If you selected Immediate with the refund, it will show Cancelled
- If you selected End of Current period with the refund, it will show Active / Canceling
- If you selected Custom Day with the refund, it will show Active / Canceling
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