Cancellation & Dunning Management

Bold Subscriptions offers your customers the ability to manage their own subscriptions through the app's Customer Portal.

Through this page, your customers can adjust their subscription information, or cancel it altogether.

This guide must be completed for your customers to manage their own subscriptions. Without this page, your customers will need to contact you in order to make any changes to their subscriptions.

 Alert

This article is for the cancellation of your customers (subscribers). If you are looking to uninstall one of our applications, please visit Uninstall an App from Your Store.

 Pro-Tip

Please note that this article only relates to Version 2 of Bold Subscriptions. If you have Version 1 installed on your store, then please visit our Cancellation Management and Dunning Management for Bold Subscriptions V1 articles.
If you are unsure which version that you currently have installed on your store, please visit our Bold Subscriptions V1 & V2 Comparison for more information.

 


 

Functionality

With the Customer Portal in Bold Subscriptions Pro, you are able to offer your customers two different ways for managing how they cancel their subscriptions.

To select your cancellation settings within the app, go to Settings > Cancellation Management. You will see two options:

Provide cancellation instructions

This will hide the cancel subscription option from your customers on your storefront. Customers will only be able to cancel their subscriptions by contacting your store directly based on the information that you provide in the cancellation instructions box.

Customer retention flow

This feature will allow your customers to cancel their own subscriptions through the Customer Portal on the store front, once it is enabled.

This is ideal if you want to give your customers the flexibility in choosing when to cancel their subscriptions, and provide cancellation reasons that a customer must choose from.

Common reasons to cancel a subscription could be:

  • Don't need a refill on the product.
  • Will resubscribe in the future.
  • Cost is too high.
  • No longer interested.

 


 

Cancellation Instructions Setup

For steps on setting up the "cancellation instructions" cancellation management type in Bold Subscriptions, please follow these steps:

  1. From Shopify's admin, select Apps.
  2. Select Bold Subscriptions
  3. Select Settings, then Cancellation Management.
  4. Select Provide cancellation instructions.

    Note: This will bring up an area that will allow you to add a list, or paragraph of instructions for how your customers will cancel their order.

  5. Add the desired text.
  6. Select Save.

 


 

Customer Retention Flow Setup

  1. From Shopify's admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Settings, then Cancellation Management.
  4. Select Customer retention flow.
  5. Select Add cancellation reason.
  6. Add the text for a Cancellation reason. For example, "I have too much of this product".
  7. Select Add reason.
  8. Add more reasons (optional).
  9. Select Save.

Functionality

Bold Subscriptions offers a few different options to help manage situations on your store in regards to transactions failing. You're able to customize your dunning process to help reduce the number of subscription cancellations you receive due to failed transactions.

When a customer's credit card is declined, an optional email will be sent out to the customer and store owner, notifying them that the card has been declined. This can be enabled in the Email Settings and Notifications section, under Transaction Failed.

 Pro-Tip

If the card used to make the payment is updated, the order will process during each cycle at 12AM for your stores specific time zone.

When receiving this email, your customer will be guided to the Customer Portal to update their payment information. Once this is updated, the order will process the following day.

The app will attempt to re-charge that credit card every 24 hours until the charge goes through, or the order is cancelled.

You can view all failed transactions by navigating to Reports > Failed Transaction Logs.

To create your dunning management settings in Subscriptions, please review the sections below.

 

Step 1: Set a Max Number of Retries

With this feature, you are able to set how many times a subscription payment gets retried after it has failed due to a credit card failure.

This would be created to give you the opportunity to collect a payment and create the order, and can be between 1 and 15 retries.

To adjust these settings, please follow these steps:

  1. From Shopify's admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Settings, then Dunning Management.
  4. Within the Manage failed payment flow, set the maximum number of retry attempts.

 

Step 2: Set What Happens when the Orders Fail

Once the maximum number of retries has been hit, Bold Subscriptions will automatically cancel the subscription.

Instead of having the subscriptions cancel, you can change it so that the order is paused instead. When your customer edits their payment information, the order will then resume.

To adjust these settings in Bold Subscriptions, select one of the options under Once the subscription reaches the maximum number of failures:

Manage_failed_payment_flow.png

 

Cancel Subscription

The benefit of cancelling a subscription is to move the order to the inactive subscribers list. When your customers orders are moved here, they will not count towards the in-app analytics for active subscriptions. Please note that an admin of your store will have to reactive the subscription to allow your customers to update their payment information.

 

Pause Subscription

The paused subscriptions will still count towards your stores subscriptions analytics until they are cancelled. At any time your customers can update their payment information for this paused subscription.

Note: If you choose to pause the subscription after it reaches the maximum number of retries, the order will resume after the customer has edited their credit card. Alternatively, you can resume the subscription in the admin.

Skip Failed Order

Skipping an order on your store is beneficial to give your customer more time to adjust their credit card information.

 

Step 3: Set the Number of Days Between Retries

Bold Subscriptions allows you to set the time in-between retries for your customers' credit cards after they fail. This gives your customers a change to update their credit card information without risking the subscription being cancelled.

The number of days chosen is the number of days between retries. This doesn't include the order date.

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