Subscriptions

A subscription enables you to charge a customer for a plan of their choice. Below are the list of actions you can perform on subscriptions.


New Subscription

Here’s how you create a new subscription for a customer.

Go to the Customers tab and select the customer for whom a new subscription needs to be created and click the New Subscription button on the top-right corner.

New Subscription

Choose the respective Product and the required plan, addons, addon quantity and coupon. You can also set a reference number for the subscription.

You can only include recurring addons here. Find out how to add a one time addon.


Future Subscriptions

In a business scenario, you might sometimes want to create subscriptions in a future date and Zoho Subscriptions exactly allows you to do that without any struggle.

Future subscriptions can be created like any other subscriptions in Zoho Subscriptions. All you have to do is select the date (future date) in the Starts On field on which the subscription has to be activated. For subscriptions with a trial period, the subscription trial will start on the selected date.


Subscription Term

Starts on - You can choose to charge a customer from the current date as well as any future date.

Expires After - If you want the subscription to expire only when it gets cancelled by either yourself or the customer, check Never Expires. If you want the subscription to expire after a certain duration, make sure Never Expires is unchecked and enter the number of cycles after which the subscription should expire.

Reference number - A reference number can be used to identify a subscription as long as the reference number is unique for each subscription.

Sales Person - You can associate your subscription with a sales person.

Subscription Term

The price of plans, addons and the number of cycles after which a subscription should expire can be exclusive for a subscription. In other words, these values can be changed while creating or editing a subscription and this will not affect the original values set during creation of plan or addon.


Payment mode

There are two kinds of payment modes - offline and online.

Online - If payment is to be made through the customer’s card, make sure that Collect payment offline is unchecked.

Offline - If payment is to be made by customers through cheques, cash or other means wherein you do not store their card information, check Collect payment offline.

Note: At any point, you can change the subscription from Online mode to Offline mode and vice versa.

Navigate to the subscription and click on Change to Offline Mode under Payment Information.

For subscriptions to be changed from offline to online, you must first associate a card with the subscription by clicking on Associate Payment Options > Associate Card. Enter the card details and click on Save and Change to Online.


Adding a one-time addon

A separate invoice will be raised for a one-time addon. Here’s how you can add a one-time addon to a subscription.


Adding a charge

You can associate one-time charges to your customers’ subscriptions. These charges will be raised in a separate invoice:


Applying a coupon

A coupon can be applied for a subscription at any time.

But at any point of time, there can be only one coupon applied to a subscription.

To apply a coupon for a subscription, please follow the below steps.


Changing subscription details

You can change subscription details like billing information, contact person, reference numbers, card details, payment mode and notes.

Change next billing date The next renewal date can be postponed. Click Change and select any future date. If the next billing date is changed from Jan 1st to Jan 10th, the subsequent billing date would be on Feb 10th.

Change next renewal date

Reference number You can add/update a reference number for the subscription at any time.

Manage contacts When you click Manage Contacts, you can view the list of email IDs of customers and contact persons. Check the email IDs to which subscription related notifications need to be sent.

Notes Add a short note about the subscription.


Extending a subscription

When a subscription is about to expire, you can extend the billing cycle(s) instead of creating a new subscription for the customer.

To extend a subscription for your customer, just change the number of billing cycle and the subscription will be updated. This can be done easily from the subscription’s overview page.

extending-subscriptionsextending-subscriptions

Note: You will not be able to extend the following types of subscriptions:

For Offline Subscriptions

If you have already received the payment for extending a subscription, you can record the payment here.

extending-subscriptions

This option is only applicable for offline subscriptions. Also, the payment will be recorded as Excess payments under that customer.

If you want to apply the excess amount to the invoices automatically upon its renewal, enable the Apply excess payments to offline Subscriptions under Invoice preferences. After enabling, these excess payments will be applied automatically to invoices that are raised during the next renewal.

extending-subscriptions

Pause and Resume Subscriptions

If your customer wants to suspend their subscription temporarily, but doesn’t necessarily want to cancel it, pausing and resuming subscriptions is the way to go. This way, your customer will not be charged for their subscription while it is paused, and can pay for their subscription when they’re ready to resume it.

When should you pause subscriptions instead of canceling them?

Pausing subscriptions is recommended over temporarily canceling and re-activating them, because pausing subscriptions won’t affect your churn reports. However, it should not be seen as an alternative to actually canceling subscriptions when your customers ask you to do so.

Scenario: Larissa gets a box of groceries delivered to her every week on a subscription basis. With the holiday season approaching, she decides to go out of town on a vacation for three weeks. However, she doesn’t want to pay for her grocery subscription during this time and notifies her grocer about this. Her grocer, who uses Zoho Subscriptions, simply sets a pause and resume schedule for Larissa’s subscription. Now, Larissa’s weekly grocery box will not be delivered to her when she’s out of town and will automatically resume when she’s back.


In this section:

Pause Subscriptions

Prerequisite:

To pause subscriptions, you will have to enable the feature in your organization:

  • Go to Settings > Preferences > Subscriptions

  • Mark the Enable Pause and Resume option. 

  • Click Save.

Now, the feature has been enabled and you’re ready to pause subscriptions.

When a subscription is in the Paused status, it will not be renewed on its billing date and invoices will not be raised for it.

Points to note about pausing subscriptions:

Pro Tip: You can view the end-of-term changes by going to a subscription’s details page and clicking View Changes.

To pause a subscription:

Warning: The resume date while pausing a subscription is optional. However, by leaving it empty, the subscription will be paused indefinitely, until you resume it manually.

Now, the subscription will be paused according to the schedule that you’ve configured. 

Warning: Subscriptions can only be paused if they are in the Live status. If a subscription’s status changes on the day that it’s scheduled to pause, the subscription will not be paused. For example, if a subscription’s status changes from Live to Non-renewing or Dunning, on its scheduled pause date, the subscription will not be paused.

Resume Subscriptions

Points to note about resuming subscriptions:

If you had set a resume date while pausing your subscription, your subscription will resume automatically on this date. However, if you did not do this, and your subscription is paused indefinitely, you will be able to resume the subscription manually. Here’s how: 

Pro Tip: Select the Paused Subscriptions view filter from the view filter dropdown to easily identify your paused subscriptions.

Your subscription will resume according to the schedule that you’ve configured. 

Change Pause and Resume Schedules

You can change the pause and resume schedules for your subscription at any time.

Here, you will be able to change your pause and resume schedules. You can also delete the schedule entirely by clicking Delete Schedule.

Change Schedule

Insight: By deleting the schedule, only the configured pause and resume dates will be deleted, and your subscription’s status will remain unchanged. For example, if your subscription is paused and you delete the schedule for your resume date, the subscription will remain paused.

Events for Paused and Resumed Subscriptions

You can use automation workflows, such as webhooks, to let your business systems know that a subscription has been paused or resumed in Zoho Subscriptions.

You can create webhooks that are triggered when a subscription has been paused or resumed, using the Subscription Paused and Subscription Resumed events, respectively. 

Pause and Resume Event Triggers

These events can also be used to trigger email alerts, which can be useful to notify your customers when a subscription has been paused or resumed. 


Cancelling a subscription

Churn is inevitable but knowing and tracking the reasons for the downgrades is a crucial measure. We have provided you with an additional key to track your churn. Now you can configure various possible reasons that your customer might have, to cancel your subscription. They can give you their valuable feedback when cancelling through the portal.

Cancel subscription reason

Where this helps ?

The churned subscriptions reports, non renewing profiles and much more lets you visualise the cancelled subscriptions and their details. Searching subscriptions with their date and filtering through for cancellations due to a particular reason, might give you insights on your business.

Cancel subscription reason

A subscription can be canceled either by you or by your customer.

By you:

Cancel subscription

By your customers:

A subscription can only be cancelled from Customer Portal, if the cancel subscription option is enabled for them in the portal settings.

To enable the cancel subscription option for your customers,

Cancel subscription enable option

For your customers to cancel a subscription from Customer Portal,

Cancel subscription

Pro-Tip:-

Cancel immediately - This will cancel the subscription right away.

Cancel on next renewal - This will cancel the subscription at the end of the current term (i.e) the next billing date.


Reactivating a subscription

If the subscription was cancelled using Cancel on next renewal, here’s how you can reactivate the subscription before the term ends.

Reactivate cancelled subscription before term ends

If the subscription was cancelled using the Cancel immediately option, follow the below steps to reactivate the subscription.


Reactivating an expired subscription

Reactivating an expired subscription allows you to create the same subscription for the same customer without having the need to add the plans, coupons and add-ons again. You can also choose to edit the plans, coupons and add-ons if you wish to.

To reactivate the expired subscription, follow the steps below:

Reactivate expired subscription


Deleting a subscription

A subscription in any state can be deleted at any point of time. To delete a subscription,

Delete a subscription


Custom View

Custom View can be used to display subscription information that you feel relevant by creating a set of rules. Let’s take a scenario for us to understand better.

Scenario 1:

When the default Active filter is used it displays information such as Date, Customer Name, Email, Status etc. Sometimes, you might not need the excess information for subscriptions that are in Active State. So, what you can do is, create a Custom View and display only the relevant information that you need. For instance, you can remove the Activated On information column or any other column that you feel irrelevant.

Similarly, you can create a custom view to list the subscriptions that involves one particular Sales Person. Or, list the subscriptions that were cancelled on a particular date.

So, now that you’ve understood how Custom View works, let’s learn how to,

Create a Custom View

To create a custom view,

Create Custom View

Edit a Custom View

To edit a custom view,

Create Custom View

Delete a Custom View

To delete a Custom View,

Create Custom View

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