Managing subscription refunds and cancellation requests is an important aspect of maintaining a smooth and professional relationship with your subscribers. In this guide, we’ll cover the guidelines and best practices for handling these requests on Winible, ensuring you provide excellent customer service while protecting your business interests.
To manage your users' subscriptions:
Navigate to the 'Customers' section in your account dashboard:
The 'Customers' section will show you the information below:
Name
Name registered to their Winible account
Email address linked to their account
Name on Discord
Plans
Plan/s they are subscribed to
Plan status (renewing or expired)
Plan expiration date (if not renewing)
Total Paid
The total amount the subscriber paid
2. Type in their name or email address to the 'Search box' found in the upper left side of the page:
3. Click on it once found so you will be directed to the Customer Details page:
The Customer Details page will show you the plans they are subscribed to, the payment history and this is also where you can update, cancel or terminate their plans:
Update Plan End Date
This option will let you manage the end date of your users' subscription. To do so, click on the 'Update Plan End Date' button and choose the desired end date for the plan and click on 'Save' to apply the changes.
Cancel Subscription
This option will let you cancel the user's subscription at the end of the current billing cycle to avoid automatic renewal. To do so, click on the 'Cancel' button:
Then choose 'Yes, Cancel This Plan' option:
Note that refund will not be issued and a notification email will be sent to the user upon canceling of the plan.
Terminate Subscription
This option will let you terminate the user's subscription effective immediately. To do so, click on the 'Terminate' button:
Then choose 'Yes, Terminate This Plan':
Note that an automatic refund for the unused portion of the plan will not be issued and the user will also receive a notification upon cancelation of the plan.
Effectively managing subscription requests like extensions, cancellations, and terminations is key to maintaining customer satisfaction and streamlining operations. We're sharing our best practices below to help you handle such requests with transparency and a customer-centric approach:
1. Extending Subscription End Dates
Eligibility: Clearly define the conditions under which users can request an extension
Request Process: Ensure users submit extension few days before the current subscription ends.
Duration of Extensions: Set a standard duration for extensions, such as 7 or 30 days, based on subscription type.
Confirmation: Notify the user when the extension is approved and applied.
2. Cancellation Requests
Policy Clarity: Clearly state that the subscription cancelation will be effective at the end of the billing cycle
Refunds: Clearly state that refund is not offered if the cancelation is at the end of the billing period
Confirmation: Notify the user when the cancelation is processed
3. Termination Requests
Policy Clarity: Clearly state that the subscription cancelation will be effective immediately
Refunds: Automatic refund will not be issued. If the user insist on the refund, they can contact support@winible.com
Confirmation: Notify the user when the subscription has been terminated
Handling subscription requests with clear guidelines and best practices ensures a smooth experience for both you and your customers. By responding promptly, maintaining transparency, and adhering to platform policies, you can manage requests for extensions, cancellations, and terminations efficiently, fostering long-term trust and satisfaction. Implement these strategies to create a seamless process and strengthen your relationship with subscribers.
If you have any questions about this article, please do not hesitate to contact our support team (support@winible.com).