Feed tracking for subscriptions
If you want better visibility of staff and customer interactions with a subscription product, we recommend adding Feed Tracking to the Subscription object. This logs a history of what changes are made for selected fields, when and by who.
- Go to the Salesforce Setup.
- Search for Feed Tracking.
- Select the Subscription object in the list (there might be more than one).
- Switch on the enable tracking option and select the fields you want to track.
- Select Save.
Allow customers to self-manage subscriptions
You can allow customers to manage their own subscriptions, for example, from their profile page when they sign in to their account.
For users to be able to view payment history, change billing details, etc. they need to be authenticated first. To allow unauthenticated users to manage their subscription, you can add a store variable, but it gives limited access to subscription details.
Manage via store variable (for unauthenticated users)
- Key: guest_subscriptions_enabled
- Value: true
Manage via subscription URL (for authenticated users)
You can provide or embed a link for users to access subscription details. This is the recommended URL format:
https://[your-domain.com]/account/subscriptions/[sc-id]
sc-id is the StoreConnect External ID for the subscription record and can be added as a merge field to an email template and emailed to the customer.
Manage a customer’s subscription in StoreConnect
There are a number of ways to update and manage subscriptions. You might need to do this to update someone’s payment schedule, answer billing queries, change subscription details, etc. You can do this via the:
- Subscription record - the record created when the original order was processed.
- Contact record - look up the customer’s contact record and manage via their account.
- Order record (evergreen) - where a new order is created each month, attached to the original subscription product purchase.
Temporarily cancel a payment, suspend, or end a subscription
Prevent future payments by manually changing the Fixed End Date for the subscription or by resetting the Cancelled Date to prevent any further payments. Pause a subscription by setting the Suspended Date.
Changing any of these dates to a valid future date allows payments and subscriptions to continue.
Update a subscription billing date
If you have authorization, you can manually change the Next Billing Date and Next Renewal Date for subscriptions. You do this on the order record. Note the following limitations.
- If updating the Next Billing Date, make sure you update the Next Renewal Date also.
- If the Next Renewal date is in the past, the Next Billing Date may also end up in the past.
- If you suspend a One-time subscription, you may need to extend the End Date to ensure all payments get made.
- All payments added to an order contribute to the total paid if the payment status is set to Success.