Managing Subscriptions

You can manage your subscribers subscriptions. You can pause, cancel and resume subscriptions. For example, a customer might pause a meal delivery service during a vacation, or want to resume a gym membership without having to start over with a new gym membership. Having a simple, straightforward process for pausing, canceling and resuming subscriptions leads to customer trust and satisfaction, which in turn improves customer retention and recovery.

Below is an example of what happens when pausing or canceling and resuming a subscription.

1. The subscriber pauses or cancels the subscription.
   • The subscription status is Active.
   • The subscription state is either paused or canceled, depending on the action you chose.
2. When the next billing run is due, the billing run checks the subscription state. If the subscription state is paused or canceled then no invoice is created and the subscription status is updated to inactive. The plan remains active until the next billing run, which is determined by your subscription cycle. For example, if your subscription cycle is 6 months and you pause the subscription after 3 months, the plan remains active until the next billing run, which will occur in 3 months.
3. Subsequent billing runs skip that subscription completely as the subscription status is inactive.
4. If the subscriber resumes the subscription, when the next billing run is due, the billing run checks the subscription state. As the subscription state is no longer paused or canceled, then the billing run creates an invoice.
5. The payment run processes the invoice. Once the payment succeeds then the payment run updates the status of the subscription to active.

You can either go to Subscriptions to pause, cancel or resume a subscription or to Subscribers, if you know the subscriber whose subscription you want to pause, cancel or resume.

1. Log in to Commerce Manager.

2. Select either:

   • Subscriptions > Subscribers. A list of all subscribers is displayed.
   • Subscriptions > Subscriptions. A list of all subscriptions is displayed.

3. Either:

   • Select the subscribers whose subscriptions you want to pause, cancel and/or resume. A list of the subscribers subscriptions are displayed.
   • Select the subscriptions you want to pause, cancel and/or resume. A list of the subscriptions are displayed.

4. Select the subscription you want to pause, cancel and/or resume.

5. Select:

   • Pause to temporarily halt a subscription.
   • Cancel to permanently terminate a subscription. A cancelled subscription can be resumed.
   • Resume to resume a paused or cancelled subscription.