Goal

Delinquent customers payments’ fails after 4 tries, hence cancelling their subscriptions. This is a guide on how to restart it in Stripe.

Use Cases

• Delinquent customers payments’ fails after 4 tries, hence cancelling their subscriptions
• Wrong coupon code applied or coupon code only applied to first payment

Steps

1. Login to Stripe
2. You'd need to locate the customer profile in your Stripe dashboard and then where their active subscription shows, to right, right click the option to update the subscription.
3. On the new page will be details of the 'product' and the billing amount/schedule. In there you can add a coupon to reduce the price - DO NOT DO THIS.
4. Instead you need to add a new product (and will likely need to create it, and set up the billing amount and frequency that you actually want to charge) then have that product added to the subscription. You can then remove the original product that is being charged at the full amount. Note that 'product' here is in reference to what this is called in Stripe, it's not a 'product in ThriveCart'.
5. It should be clear as you modify the details of the subscription. Once you've done that, top-right of that page will be a 'pro-rate' toggle, make sure to turn that off, so next rebill they get charged the full amount. There should be details there confirming when the next payment is and for how much.
6. Make sure you set a payment end date if you’re setting up a recurring payment plan to prevent us from overbilling the fellow.

{There was an actual video here but I have redacted it because of sensitive customer info}

FAQ

1. How does our current rebill work?

Access here {link removed} (Janel/Hayley only)

Imagine someone fails to pay something April 1st