How to Edit a Customer's Subscription

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 

  1. From the Quick Start Page in your admin dashboard, click Customer Dashboard

  2. A new tab will open up and on the ensuing page, click Customers

  3. You can 'search' for a customer, or if visible on the Customer list page you can simply click on their row. 

  4. On the Customer's Membership Tab, click on the Subscription you wish to edit. 

  5. The ensuing page, you can either Void the membership or adjust the Expiration date.

  6. If you want to Void the membership, you'll need to provide a Reason.

  7. Hit Save, and the adjustment is applied

  8. Go back to Customers Reward Tab and you can see the adjustment

Extending a Subscription 

Alert
Note: Previously you could only extend a subscription in STRIPE by adding additional months on a trial bases. 
  1. Click on a customer's Subscription
  2. You'll see a new Edit button next to Current Period

  1. Click on the Edit button and adjust the Renewal Date

  1. Hit Save, and your customer's renewal date will be adjusted and that will be the next time they are charged! 

Refunding a Subscription 

Warning
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. 
  1. Tap on Subscription Details

  2. Tap on Cancel Subscription

  3. A popup window will confirm you wish to Cancel in Stripe. 

  4. Once in Stripe, tap on Actions to decide how you want to cancel (cancel, update, pause payment, exclude from auto-cancellation)

  5. 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. 
    2. Stripe has updated the look:

  6. Stripe will update based on your selection

  7. Now go back to the Customer Subscription page and you'll see there is a Canceling status now tied to their record. 
    1. If you selected Immediate with the refund, it will show Cancelled
    2. If you selected End of Current period with the refund, it will show Active / Canceling 
    3. If you selected Custom Day with the refund, it will show Active / Canceling