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Kevin BarrowBecause of the set up, some subscriptions have payment retries after a subscription has failed to renew.
However, customers have no way of confirming that they're aware the payment failed and to stop retrying.
It creates overhead for us that there's nothing in my account that allows them to stop so they email us. then we have to go in stripe and stop it. Then email the customer and confirm.
Does anyone have a better method?
Hi Kevin,
You could search for users with a subscription that is Lapsed (Lapsed < 60 days, Lapsed > 60 days, Lapsed Awaiting Payment) and add them to a Contact List so you can send them a message, reminding them that their subscription is overdue.
You can also keep tabs of the subscriptions by means of the "Renewal Campaign Start Conversion Event" on the Subscription Renewal Profile. That conversion event will trigger before a subscription expires, so you could use it to keep tabs of the subscriptions that are about to lapse.
Currently, there is no "Subscription Overdue" conversion event. The Specifications team can evaluate any of your suggestions.
Thank you.
Kind regards,
Jose
Hi Jose,
Sorry, I possibly wasn't clear.
Stripe retries payments when a renewal isn't successful. That can last 14 days or so. Sometimes the user then tries to log in and stop us retrying the payment. They have no way to do that because, in affino's eyes, the subscription is already cancelled and can't be cancelled. What we need - to reduce the customer service overhead - is something that allows the customer to tell affino/stripe that this is cancelled, not lapsed and shouldn't be tried any more.
Hi Kevin,
Thank you for clarifying.
I will forward this to the Specifications team, it will be reviewed in due time.
Kind regards,
Jose