What to do if a customer wanted to cancel their auto-renewal for their Subscription purchase and forgot before the auto-renewal?Use case example:
- A customer purchased a subscription on 23SEP2022 in the store.
- Two weeks before the expiration date, 09SEP2023 for this example, an email renewal reminder is sent to the user (see screenshot)
- On 23SEP2023 the order is set to auto-renew:
- If a valid credit card is on file or,
- Customer has not updated their profile information to cancel the auto-renewal or,
- Contacted us to cancel the auto-renewal
- After auto-renewal order is placed, customer contacts JET/TS and says they did not know the subscriptions would auto-renew and they do not want JMP
Notes:
- Find the renewal email in the Store Admin -> Transactional Mails -> Renewal Reminders
- Save this locally and add to the email response (see template below)
- Update template with date the renewal email was sent
- Update template to include the date the user(s) has access to JMP
Email template:
Thank you for contacting JMP. When the JMP Subscription was purchased, the agreed upon terms and conditions state that at end of the Subscription term the card on file will be charged unless the authorization is removed. Two weeks prior to the end of the Subscription term, a reminder email is sent. The Software Admin has the opportunity to cancel the subscription until the expiration date. You can find further details in the FAQs.
Since no communication was received, the card on file was charged for the renewal Subscription. Please see the attached renewal notification sent on DDMMMYYYY which was two weeks before the auto renewal. The Subscriptions have been activated and the users have access to the full capabilities of JMP until DDMMMYYY.
