Pause, change or cancel a subscription

Customers travel, upgrade and leave. Each of these is one action on the subscription page, and Kluvan works out the dates and the money for you.

Before you start

• You need the Create and change plans and subscriptions right.
• Open Subscriptions and select the subscription's number. The actions are in the Actions card.

Steps

Pause

1. Under Pause, pick From (today if empty) and Until.
2. Select Pause. A note at the top shows the pause dates.
3. To end the pause early, select Resume.

Change plan

1. Under Change plan, pick the new Plan.
2. In A change of plan is billed, keep As the plan says or choose From the next bill, Now, for the days left or Now, a new cycle from today.
3. Select Preview. A note shows the credit for the old plan, the charge for the new one, what is due now, and how many days of the period are left.
4. If the figures are right, select Change.

Cancel

1. Under Cancel subscription, choose At the period's end or Now.
2. Optional: type a Reason.
3. Select Cancel subscription.
4. If the customer changes their mind before the period ends, select Keep it (call off the cancellation).

Good to know

• What a pause does. No bill is made while paused. The next bill and the end of a trial move later by the days paused, so the customer loses nothing. The pause ends by itself on its last day. The longest pause allowed is set in Settings → Subscriptions (Longest pause (days), 60 by default).
• The three rules for a change of plan:
  • From the next bill: nothing is charged now; the new plan starts at the next bill.
  • Now, for the days left: the unused days of the old plan are credited and the days left on the new plan are charged. You get an invoice for the difference, or a credit carried to the next invoice.
  • Now, a new cycle from today: a new cycle starts today on the new plan, and the old plan's unused days are credited on its first invoice.
• During a trial a change of plan happens at once with nothing to pay.
• Cancelling at the period's end keeps the subscription running until then, with no bills after it. Now stops it today.
• Unpaid invoices stay owed after a cancellation. Follow them up on the past-due list.
• Customers can do some of this themselves. When the plan and your settings allow it, customers pause, resume or cancel at the period's end from their own page; see the customer page.
• Every action is written to the subscription's History.