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Managing subscriptions

Use the Subscriptions tab in the Arc XP Customer Service Admin portal to manage all your customers' subscription details.

Scenario: Upgrading a customer subscription

As a CSR from The News, you receive a call from Jane Smith, who wants to upgrade from her standard digital subscription to the Premium podcast bundle recently launched by your organization's Marketing team.

You enter the Arc XP Customer Service Admin portal, search for Jane Smith, open the Subscriptions tab and locate her paid subscription. Using the system's overflow menu, you select the Change product or price option and change Jane's subscription to the Premium podcast bundle.

The system calculates a prorated refund for her current subscription and displays new charges for the Premium podcast bundle service. You verify her billing address is correct, select the appropriate payment timing option, and complete the change.

The system displays a summary of changes and generates both an Update activity card and a Payment activity card in Jane's profile.

Procedures

Adding a complimentary subscription

To add a complimentary subscription to a paid subscription, complete the following:

  1. Navigate to Subscriptions > Search for your customer. The customer Identity page opens.

  2. Navigate to the Subscriptions tab.

  3. Click Add complimentary subscription. The Complimentary subscription card opens.

  4. Select the following fields:

    • Website - select the website for the subscription.

    • Subscription has an end date - when enabled, the subscription is tied to the End date you select.

    • End date - select a date to end the subscription.

    • Product - select the product you want to grant user access to.

  5. Click Save.

Cancelling a subscription

To cancel a paid subscription, complete the following:

  1. Navigate to Subscriptions > Search for your customer. The customer Identity page opens.

  2. Navigate to the Subscriptions tab.

  3. Navigate to the desired subscription and click the ellipsis icon icon_ellipsis.png> Cancel. The Cancellation reason window opens.

  4. Select a Reason from the dropdown and enter Additional information about the cancellation.

  5. Click Save.

A new Cancellation activity card appears in the Activity tab. The user maintains access through the end of their current term.

Restoring a subscription

Sometimes, users with canceled paid subscriptions want to restore their subscriptions. To restore a subscription, complete the following:

  1. Navigate to Subscriptions > Search for your customer. The customer Identity page opens.

  2. Navigate to the Subscriptions tab.

  3. Navigate to the desired subscription and click the ellipsis icon icon_ellipsis.png> Restore. The Restore subscription? window opens.

  4. Click Save.

A new Restore activity card appears in the user's Activity tab. The subscription status changes from canceled to active.

Terminating a subscription

When you terminate a subscription, the customer loses access right away rather than being able to continue until the end of their term. To terminate a subscription, complete the following:

  1. Navigate to Subscriptions > Search for your customer. The customer Identity page opens.

  2. Navigate to the Subscriptions tab.

  3. Navigate to the desired subscription and click the ellipsis icon icon_ellipsis.png> Terminate. The Terminate subscription window opens.

    • If you are terminating a paid subscription, you see the following:

      • The Last order number with a link to the Order details.

      • If the order includes more than one product, you will see Refund options. For more details, see Refund a payment.

  4. Select a Reason from the dropdown and enter Additional information about the termination to monitor and report on customer churn.

  5. Click Terminate.

A new Termination activity card appears in the user's Activity tab.

Skipping a subscription payment

When you want to exempt an end user from their next payment, you can select the Skip payment option. To skip a payment for a subscription, complete the following:

  1. Navigate to Subscriptions > Search for your customer. The customer Identity page opens.

  2. Navigate to the Subscriptions tab.

  3. Navigate to the desired subscription, click the ellipsis icon icon_ellipsis.png> Skip payment. The Skip reason window opens.

  4. Select a Reason from the dropdown and enter Additional information for skipping the payment. The information you enter serves to monitor and report on customer churn.

  5. Click Save.

A new Payment activity card appears in the user's Activity tab.

Extending a subscription term

When you extend an end user's subscription end date, the next subscription payment gets collected on the new selected date. To extend a subscription term, complete the following:

  1. Navigate to Subscriptions > Search for your customer. The customer Identity page opens.

  2. Navigate to the Subscriptions tab.

  3. Navigate to the desired subscription, click the ellipsis icon icon_ellipsis.png> Skip payment. The Extend subscription window opens.

  4. Select a Date—later than the current next payment date—, a Reason, and enter Additional information to extend the subscription term.

  5. Click Save.

A new Extension activity card appears in the user's Activity tab.

Changing a subscription product or price

To change a product or price on free orpaid subscriptions, complete the following:

  1. Navigate to Subscriptions > Search for your customer. The customer Identity page opens.

  2. Navigate to the Subscriptions tab.

  3. Navigate to the desired subscription and click the ellipsis icon icon_ellipsis.png> Change product or price. The Change product or price window opens.

  4. Select the Product and Price from the dropdown menus.

    For paid subscriptions, the system offers refund or charge options:

    • Refund options: prorated amount, custom amount, original amount, or no refund.

    • Charge options: charge today with the updated renewal date OR charge at the next renewal date.

  5. Click Save.

    A Change summary modal appears, showing the changes made to the subscription.

  6. Click Continue.

A new Update activity card appears in the user's Activity tab.

Changing a product in complimentary subscriptions

Complimentary subscriptions do not involve payments or renewals; only the product is required. To change the product of a complimentary subscription, complete the following:

  1. Navigate to Subscriptions > Search for your customer. The customer Identity page opens.

  2. Navigate to the Subscriptions tab.

  3. Navigate to the desired subscription and click the ellipsis icon icon_ellipsis.png> Change product. The Change product window opens.

  4. Select the Product and a Reason from the dropdown menus. Add any Additional information to monitor and report these changes.

  5. Click Change.

A new Update activity card appears in the user's Activity tab.

Changing a free subscription end date

To change the date when a free subscription ends, complete the following:

  1. Navigate to Subscriptions > Search for your customer. The customer Identity page opens.

  2. Navigate to the Subscriptions tab.

  3. Navigate to the desired subscription and click the ellipsis icon icon_ellipsis.png> Change end date. The Change end date window opens.

  4. Select a new date for the subscription to end.

  5. Click Change.

A new Update activity card appears in the user's Activity tab.

Change billing address

The billing address determines which taxes apply to paid subscriptions. To change it, complete the following:

  1. Navigate to Subscriptions > Search for your customer. The customer Identity page opens.

  2. Navigate to the Subscriptions tab.

  3. Navigate to the desired subscription and click the ellipsis icon icon_ellipsis.png> Change billing address. The New billing address form opens.

  4. Enter the user's new billing address in the form fields.

  5. Click Save address. A confirmation window opens.

  6. Click Change.

A new Update activity card appears in the user's Activity tab.

Exempting taxes on a subscription

The Add tax exempt status to billing address allows you to mark a customer's subscription as exempt from taxation. This option only appears for tenants with Taxamo enabled. To exempt taxes on a subscription:

  1. Navigate to Subscriptions > Search for your customer. The customer Identity page opens.

  2. Navigate to the Subscriptions tab.

  3. Navigate to the desired subscription and click the ellipsis icon icon_ellipsis.png> Add tax exempt status to billing address. A Tax exempt tag appears on top of the subscription card.

A new Update activity card appears in the user's Activity tab.

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