The critical subscriptions dashboard will help you to manage any overdue subscriptions, and ensure that your subscribers settle any missed payments. A subscription will be made overdue once three attempts at charging the customers payment card have failed, and at that point it will enter the list of critical subscriptions which require your attention. In this article we will explain what information the dashboard shows, and how you can take different actions on your overdue subscriptions from this page.
Navigating the dashboard
Once you have logged into the TicketCo platform, you will be able to toggle between your subscriptions dashboard, critical subscriptions or sales dashboard. The subscription dashboards provide you with, amongst other things, shortcuts to the Your subscriptions pages which you can forward to your end users.
Critical subscriptions dashboard
Each block on the Critical subscriptions dashboard represents a subscription which has not been settled for one or more months. There can be various reasons for this, and you will see a description of the reason marked at the top left of each block and in the descriptive text.
In the cases above, the subscription payment was unsuccessful due to a Balance issue, meaning the subscriber did not have enough funds on their card at the time. You may also see reasons such as Invalid (meaning card details were incorrect), Expired (the customer needs to input a new payment card), or Refused (the charge was refused by the customer’s card provider).
Next to this, you will find your customer's name, email and phone number. The phone and email are clickable, so if you want to contact the customer directly, you can call them or email them straight from this page.
The timestamp you see in the line below reflects when the subscription was made overdue, and thus when it entered this list. Next, you will see a summary showing how many months it has been since the subscription was first purchased, and if you click on this, you will see the Payment history on the subscription. Red marks any failed payments, and green ticks indicate successful ones.
Beside this, you will find the subscription journal which displays a history of different actions which have occurred in regards to the subscription. This will contain information about any previous attempts which have been made to resolve the overdue subscription, as well as information about cancelling the subscription or updating the payment card.
The "2" in the image above indicates that there are 2 seats included within the same subscription, and selecting this will show the reference code and seat numbers of these two items. The total value of the monthly payment is displayed at the end of the line.
The last line in each block shows you where the customer is sitting, and what subscription type or types are included in their order.
Resolving critical subscriptions
If you reach out to the customer, and want to add some notes to the subscription journal, simply select the speech bubble icon, and input your note:
Selecting Resolve will allow you to take some additional actions:
- Notify will resend the standard payment failed email to the customer, thus prompting them to update their payment card under Your subscriptions. This can be used for any payments considered Refused, Invalid or Expired.
- Retry will set the subscription back into the list of subscriptions due to be charged during the next payment round which is usually around midday each day. This option is most commonly used for any Balance issues so that you can reattempt to charge the payment card once the customer has funds available.
- Terminate will immediately end the subscription, removing it from this list and not attempting to charge it again. This option can be considered a last resort if the subscriber is not responsive and you want to invalidate their subscription.
- Hide will hide the overdue subscription from this dashboard for 3 days. If you have spoken to the customer and asked them to update their card, you may then want to hide the subscription from your list to give them time to complete this task, before you take action on the subscription again.
- Cash payment allows you to accept payment directly from the customer, so you can move the next payment date forward. You will be asked to select the number of periods the payment applies to. When you save these changes, (1) the customer receives an email to confirm that cash payment is registered on the subscription, (2) the subscription disappears from the overdue list and (3) the next payment date is updated according to the number of months you entered.
- Generate payment link lets you create a one-off payment link to settle outstanding funds. This can be used for all payment issues. You will need to select the number of periods the payment applies to, and the maximum number is the number of missing settlements. Once you select Submit, this will generate an email to the subscriber with the payment link. The link expires after 60 days. See below for more details.
Note you can select multiple subscriptions at once, and carry out the same action on all of them, by using the checkbox at the left-hand side of each block.
Generate payment link
Note that if you select to send out a payment link for an overdue subscription, the subscriber still needs to ensure that their payment card linked to their subscription is updated. Providing a payment link will allow you to quickly settle outstanding funds via an alternative payment method (e.g. Vipps); however, this will not necessarily solve the root cause of the problem if the subscriber's card is expired or invalid.
Once a payment link is generated, you will see this recorded on the subscription history and in the actions journal. It will also be made clear when the link expires after 60 days or if it is still active.