Work of Auto-Renewable Subscriptions (AR)
General Purchase Steps
- The customer manually makes an order for a renewal product
- Upon successful payment for the order, an AR subscription is created. The customer payment data is saved for subsequent auto-renewal
- After the subscription validity period (term) expires, a renewal order is created automatically (child order)
- Next, automatic payment for the renewal order is initiated. In this case, the system uses the customer payment data saved earlier
- In case of successful payment, the subscription validity period (term) is extended
If an auto-renewing subscription is available for a product, an offer to subscribe is displayed on a checkout page for this product.
To create a subscription, the customer must:
The subscription is created after the payment for the order has been successfully completed.
- When confirming order creation (default option):
- The subscription information is included in the product description. The comment on the availability of a subscription is displayed next to the product name. The comment contains the information about automatic payment and renewal cancellation
- The customer cannot refuse the subscription openly. However, they can choose the payment method that does not support renewals (thus, the subscription will not be created), or cancel renewals manually after they have payed for the order and created the subscription
- By proceeding with the checkout, the customer automatically is considered to have consented to the subscription
- Through the use of the consent switch, on the checkout page:
- A switch to turn auto-renewal on or off is displayed for a product. The customer can refuse auto-renewal (or consent to it)
- The default state of the switch (YES or NO) depends on the settings of the checkout page. Moreover, you can control the state through an additional parameter in a checkout link
- If you would like to use this subscription consent option, please contact our support team to modify your checkout page settings
Order Payment and Subscription Creation
When placing an order that initiates a subscription, the customer must select the payment method that supports automatic payments. This will allow you in the future to charge payments for renewals without the customer's participation (automatically). After the order has been paid for, a subscription is created, and the order that has initiated the subscription is considered the parent order.
If the customer selects a payment method without auto-payment support, they will see a warning about this. In this case, when the customer pays for their order, no subscription is created. Payment methods can be changed after order creation. If the customer selects the payment method that supports automatic payments, a subscription is created after the customer has paid for their order using this method.
You can view the information about the subscription on the page of the order that initiated it:
- After successful order payment (page /order/payment/)
the page allows you to:
- View subscription information
- (Optional) Change the payment card for autopay
- When following the link in the order email (/order/status/)
to the page, it allows you to:
Before a current subscriptions expires, the customer receives an email about an upcoming renewal payment.
The email contains the information about the date of the upcoming debiting and the renewal price.
At the same time:
- A child order for a renewal product is created automatically
If, for some reason, a child order is not created, then a new attempt to create a child order is executed (6 attempts in total) every subsequent day
- The renewal product price gets fixed
- When sending an email to the customer: if the subscription is paid with a bank card, then the validity period of the card used for paying for a parent order is additionally verified
If the card expires before the expected payment date for the child order comes, the customer is sent an offer to bind a new card
The date of child order creation and the date when the upcoming renewal payment email is sent are calculated as follows (default settings):
|If the product validity period is ≥ 6 months||30 days before the subscription expiration date|
|If the product validity period is < 6 months||9 days before the subscription expiration date|
Renewal Order Payment
When the renewal payment date arrives, automatic payment is executed, e.g., funds are debited from the customer's bank card.
Child orders will always be paid using the payment method that has been set when paying for the parent order. The customer can change the bank card bound to the subscription. In this case, a new bound card will be used for further payments. If the customer has paid for any child order manually using a different method, this will not affect the next child order.
If payment is successful, then:
- The customer receives the successful renewal payment email
- License keys or other license information are requested/sent, if the renewal product exploits the Noventiq automatic fulfillment tools (electronic delivery option) to deliver license information
- The system calculates a new subscription expiration date
If the customer pays for a renewal before the subscription expiration date comes, the new subscription expiration date follows the previous subscription expiration date
If the customer pays for a renewal after the subscription expiration date comes, the new subscription expiration date starts on the successful payment date
In case of unsuccessful payment:
- Automatic payment will be retried (3 attempts in total)
The frequency of attempts depends on a license term, see further for more details
The last attempt is made on the last day a license is active
- The customer receives auto-payment issue emails
Separate email templates are provided for the first attempt and the last one (for in-between payment attempts, emails on errors are not sent)
The emails also contain a payment link to pay for the renewal manually. The link leads to the child order page
- If all payment attempts have ended, but a subscription has not been still paid, then the subscription is withheld
The date of renewal payment are calculated as follows (default settings):
|If the product validity period is ≥ 6 months||20/10/0 days before the subscription expiration date|
|If the product validity period is < 6 months||2/1/0 days before the subscription expiration date|
Suspend Unpaid Renewal
If a subscription renewal remains unpaid, and auto-payment attempts are used up, a subscription is withheld:
- The subscription continues having the payment pending status (not paid)
- The child renewal order continues having the not paid status. If the order remains unpaid within 90 days, it will be deleted automatically
- For the products that exploit the Noventiq automatic fulfillment tools (electronic delivery option):
- The system will not initiate delivery of license information
- The system will not initiate cancellation of license renewal on your end
The customer can pay for renewals on the child order page.
The customer receives a link to the child order page in the auto-payment issue email.
When the customer pays for a suspended subscription, it becomes active again:
- The system will calculate the next payment date from the moment of successful payment
- The system will initiate debiting of the next payment. The same payment method the customer selected to get the subscription (first order) will be used
- The system will initiate delivery of license information for the products that exploit the Noventiq automatic fulfillment tools (electronic delivery option)
Update Payment Card
Automatic payments within a subscription are debited from the customer's card. If the validity period of this card expires, the customer is sent a notification in advance suggesting to re-link the card.
In addition, the link for changing bank cards may be available on the order page in the subscription management section. This feature is not supported by all the payment methods. If some payment method does not support card change at any time, the link is not displayed.
Once a subscription is created, it can be cancelled. If cancelled, it cannot be renewed.
A subscription can be cancelled using the following methods:
- The customer can cancel their subscription on the page of the order that created the subscription (parent order)
- You can cancel the customer's subscription using the Subscriptions API or through the ESupport Portal
- Our support team can cancel the subscription upon the customer’s (or your) request
- The subscription can be cancelled automatically, if:
- The system failed to create a renewal order and ran out of the attempts to create one
- A refund or a chargeback happened
Subscription cancellation has no limitations. Any subscription can be cancelled immediately after its creation, or after a renewal order to renew the subscription is created. In the latter case, no auto-payment happens for the renewal order. The customer can pay for such orders manually and purchase a renewal. However, this does not resume (restore) their subscription or does not initiate its further renewal.
The subscription cancellation does not affect the license information received by the customer when renewing their product; i.e. when cancelling a subscription, the system does not revoke the license information of the subscription.
You can find out about subscription cancellation using webhooks.
By default, when cancelling a subscription, the customer receives an email. It notifies the customer about the event. You can use the Subscriptions API to execute subscription cancellation without sending the email. If you want your customers to never receive any subscription cancellation emails, please contact our support team.
Resume (Restore) Subscription
If a subscription was cancelled, it can be resumed (restored) but it has to meet some conditions.
Here are the conditions a cancelled subscription must meet to become resumed:
- The subscription resumption (restoration) option is enabled for the shopping cart on the checkout page
- The subscription-initiator order has the Paid status. The order was not deleted
- The subscription has the Cancelled status
- The resumption happens in one of the cases:
- The subscription was cancelled during its paid validity period (paid term). In addition, no renewal order was created (i.e. subscription status was Active). Resumption is possible while renewal order creation is available, and the system has not yet run out of the attempts to create a child order
- The subscription was cancelled after a renewal order was created. However, this order was unpaid. Resumption is possible as long as the child order remains not deleted. Note that the lifetime of unpaid orders is 90 days. After that, such orders are deleted automatically
If the resumption conditions are met, the subscription can be resumed using the following methods:
- The customer can resume their subscription on the subscription management page.
- You can resume the customer's subscription using the Subscriptions API or through the ESupport Portal
- Our support team can resume the subscription upon the customer’s (or your) request
Note that the first auto-payment may have the following peculiarities:
If at resumption of a subscription, a renewal order has already been created for the subscription, but all the auto-pay attempts have already ended, the renewal order is not automatically paid. The customer has to pay for the last child order manually. The subscription becomes renewed.
You can find out about subscription resumption using webhooks.
By default, when resuming a subscription, the customer receives an email. It notifies the customer about the event. You can use the Subscriptions API to execute subscription resumption without sending the email. If you want your customers to never receive any subscription resumption emails, please contact our support team.