SUPPORT

Subscriptions

The Subscriptions feature needs to be enabled by us for your Originator(s) before it can be used by you. If you do currently use subscriptions, this section will help you work with them within the Backoffice.

To view your list of subscriptions, click the Processing tab and select Subscriptions:

Your list of subscriptions appears. What you’re really seeing in this list is an item for every time a subscription-sale is made.

Notice that the canceled subscriptions will not have future iterations

The columns in the table show you the following info for each new sale resulting from an active subscription by one of your customers:

  • Identifier: This number is unique to each subscription-customer combination. In other words, for each new subscription-sale you make for new customers, the number will be different, but every time that same customer is charged, the transaction will fall under the same Identifier

  • Status:

    • Trial: This subscription sale is the first time your customer has been charged, thus beginning his or her trial period

    • Active: This is a regular, recurring subscription-sale, by which your customer is charged cyclically

    • Retry: This is another intent to charge your customer after a subscription-sale has failed.

      The number of retries after a failure is pre-determined

    • Cancelled: A subscription-sale can show up on the list as “cancelled” for any number of reasons. It might have been denied by the bank, for example, or may have ended in a refund. We reserve the right to cancel a subscription anytime, if we see that it is becoming problematic. You also have the ability to cancel subscriptions (see end of page).

    • Failed: This status means that the subscription-sale was unsuccessful. As you know, a transaction can fail for many reasons

    • Expired: Your customer has not been charged in this case because the maximum number of iterations has already been reached

    • Disabled: A subscription can be disabled when you refund a customer for a transaction in that subscription series. This is optional when executing the refund.

  • Originator: The Originator the subscription offer is configured to work with

  • Type: Each subscription-sale listed is based on a type of subscription, which you select when creating the subscription offer. The types of subscription offers you can create include:

    • Normal: Occur for a defined number of iterations, for example: 99.

    • Lifetime: Last indefinitely, the customer only being charged once at the beginning

    • One-time: Last as long as you specify, being over at that time

    • Infinite: Occur indefinitely, with repeat billing. More on creating Subscription offers is explained in the related article linked below

  • Order ID: The order number of the original sale/authorization resulting in a subscription. The number stays the same for your individual customers over the course of the subscription

  • Created: The date the subscription-sale:

    • occurred for the first time (if it was cancelled or failed, or if this item is a retry)

    • last ran successfully

  • Next iteration: The date the the customer is/was next slated to be billed for the subscription. This could be:

    • Right after the end of the Trial period, when the first real iteration is expected to take place

    • The date of the next iteration in the active recurring period. (For expired and disabled subscriptions, the “next iteration” field will be blank, of course)

  • Amount: The sale/rebill amount that went through (or was supposed to go through, if the transaction was not successful)

  • Frequency: The recurring iteration period of this subscription

Click the View 🔍 button to open a specific subscription. Details on the Subscription are found in the Main information window:

In the Processing information field at the bottom we can see that this is the 2nd out of 8 iterations

The Transactions tab lists all the transactions that have been processed for your subscription:

Viewing the transactions made to date for a single subscription

From here, you can drill down to single transactions for complete details:

The transaction is linked to the Subscription ID opened before. The Referral transaction ID matches the first sale made in the series (the initial sale that resulted in a subscription)

Canceling a subscription

The Subscriptions tab is mostly informational. One thing you can do, however, is cancel a subscription. You can cancel trial, active, and retry subscriptions. In all other cases, the Operations tab is not available.

To cancel a subscription, go to the Operations tab.

Indicate a reason for canceling the subscription from the drop-down menu, and click the Cancel the subscription button. The customer will not be charged again for this series.

Confirmation message

Related articles

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