This article will show you how to reinstate a customer’s subscription in non-pay cancel status and the customer would like to pay for their subscription. Initially, when a payment for a subscription is declined, the subscription status will be Billing Suspended. If the customer does not pay after a period of time, generally 60 days, the system will non-pay cancel the subscription. At this point, the subscription will need to be reinstated to become active again.
2 min read
Note
These instructions require you to have a control group open.
How to Reinstate a Non-Pay Cancel Subscription
From the Customer Service ribbon, navigate to Customer Activity
Select the subscription you want to update and then select Subscription Modification
The Choose Modification Operation box will appear. Enter REI for Reinstate Non-pay Cancellation and click OK
The Reinstate Modification dialog box will appear, click Next and then click OK
If there are saved payments a dialog box will appear, click Cancel
The Payments for Invoice dialog box will appear:
Clicking Add Card will open up the secure payment entry dialog box, complete the following:
Card Type | Select the card type from the list. |
Card Number | Enter the card number. |
Expiration Month | Enter the card's expiration month. |
Expiration Year | Enter the card's expiration year. |
Security Code | Enter the card's security (CVV) code. |
Save Card | Choose whether to add the card to keep on file for future payments: No - Will not keep a record of the card being used for the current purchase. |
8. Click Confirm
9. Click OK
10. If the product has a C renewal flag consent must be given by checking the consent box before completing the order, the script should be read to the customer
11. The Order Recap Display will appear, click Close
Wrap up
You should now know how to reinstate a customer’s subscription in non-pay cancel status and the customer would like to pay for their subscription.
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