Subscription Management Portal
Empower your customers with more self-service functionality using the latest Subscription Management Portal. In this portal, customers can manage subscriptions, payments, and contact details, reducing the workload of your customer
An individual or business purchasing your product or service by placing an order through Cleverbridge. The customer is the end user of this product, as they are not allowed to resell the purchased products or services.
A customer is unique per client. If a customer purchases products or services from two different clients, there are 2 separate records of said customer. support team. Customers can access the portal using the link provided in the Cleverbridge subscription email communication.
The latest version of the Subscription Management Portal is a part of CleverEssentials product package and available only for clients who are on Subscription Management 2.0. If you want to enable the latest version of the Subscription Management Portal, contact Client Experience.
For documentation of the legacy subscription pages, or for information on how to build your own subscription management area, refer to our Offer Self-Service Solutions to Subscription Customers.
Subscription Overview
When a customer accesses the Subscription Management Portal through the link provided in one of the Cleverbridge subscription emails, such as an order An agreement between a seller and a buyer to exchange goods and/or services for money. An order can: - contain multiple products and quantities; - have multiple financial transactions. A preorder authorization is considered an order. confirmation or a renewal reminder, they will be redirected to the subscription overview page.
Here, the customers can access and manage all information related to their subscription:
- Products – list of the products in the current subscription.
- Invoice History – list of the documents your customer received from Cleverbridge.
- Payment Exchange of money for goods and services in an acceptable amount to the customer where the payment amount has been agreed upon in advance. The customer can only pay with an accepted payment method. Each payment has an individual payment cost. Method – your customer's current payment method Describes the actual payment method used by the customer to complete the purchase, for example, Visa, wire transfer, or SEPA Direct Debit., which the customer can manage, and which will be used for upcoming renewals.
- Contacts – your customer's contact details, such as their delivery, billing, or licensee address.
- Subscription Details – an overview of subscription details, including the start date of the subscription, the remaining days on the active subscription interval, and the next billing amount.
The customer can also manage the automatic renewal state of the subscription.
Activate or Deactivate a Subscription
A customer can activate or deactivate their subscription using the renewal type toggle.
When the automatic renewal is enabled, Cleverbridge will automatically attempt to charge the customer, using the provided payment information, at the time of renewal. In case of a manual renewal, Cleverbridge will not attempt to charge the customer, but the customer is able to return to the subscription details at any time to turn on the automatic renewal or renew their subscription manually.
In this basic form of subscription management, Cleverbridge handles all aspects of the customer relationship. After a change is made, notifications will keep you up to date with the latest state of a subscription. For more details regarding notifications, see Notification Types. For more information regarding customer email communication, see Customer Email Types.
Renew or Upgrade a Subscription
Depending on the number of days left till the next billing date, your customers have an option to renew their subscription (for less than 15 remaining days) or upgrade (if the time remaining till the next billing is more than 15 days). The number of days that decides whether the Renew or Upgrade button can be used is configurable, and can be, for example, 7 days for a monthly subscription and 30 days for a yearly subscription.
Renewal
When your customer clicks Renew now, they are redirected to the renewal funnel. In the default setup, the customer can review their current subscription products before confirming their renewal. This renewal experience can also be enhanced to offer one or multiple of the following changes:
- Product upsells, to replace one of the products with a higher tier version. If you want to give the customer more flexibility, it is also possible to configure downgrades.
- Volume increases, to increase the order quantity.
- Additional add-on products, to offer additional items to the already selected ones.
- Apply a coupon, to further incentivize the renewal purchase An order made by a customer and the records associated with it..
In the following examples, you can see:
- a simple renewal flow without additional product offers.
- an advanced renewal flow with an option to increase volume, change the subscription term, or purchase extra add-on products.
In either scenario, the customer will be charged for the selected products and quantity, and the subscription will be renewed for an additional interval.
In the renewal flow, the changes made to the subscription always take effect from the next billing date.
Issue Quotes for Renewals
Customers buying as a business might require a quote prior to finalizing the subscription renewal process. You can use renewal quotes to allow your customers to obtain a fixed price offer which can be converted into a subscription renewal at a later point in time. Customers can access and convert a renewal quote in the subscription overview page, enabling a frictionless renewal process and reduced customer contact rate. For more information, see the Quote for Renewals section in Quotes.
Upgrade
When your customer clicks Manage products, they are redirected to the co-term upgrade page. Similarly to the renewal experience, on this page the customer can increase their order volume, upgrade to a higher product tier, or purchase extra add-ons. The extra add-ons or quantity will be charged at a pro-rated price, depending on the remaining days in their active subscription interval.
The upgrade flow is only available on demand, after you have configured the necessary product offers and will not be accessible to your customers by default.
In the upgrade flow, the changes take effect immediately.
For any customization in the renewal or upgrade flow, contact Client Experience.
Integration
Notifications
You will be notified whenever a customer makes a change to their subscription through one of our notifications. The most important notifications that may appear in the Subscription Management Portal include:
| User Action | Notification Type |
|---|---|
| Update payment details | CustomerProfileUpdateNotification |
| Update contact details | CustomerProfileUpdateNotification |
| Turn on an auto-renewal | SubscriptionRenewalTypeChangedNotification |
| Turn off an auto-renewal | SubscriptionRenewalTypeChangedNotification |
| Renew a subscription |
PaidOrderNotification (subscription event type id: Renewed) |
| Upgrade a subscription (co-term) |
PaidOrderNotification (subscription event type id: Upgrade) |
For more information, see Notification Types.
Link Generation
A customer is able to reach the Subscription Management Portal through the order and subscription email communication sent by Cleverbridge. It is also possible to integrate direct links to any of the subscription flows:
- Subscription Overview - use the following link to allow a customer to update, change, or manage their subscription.
Example
https://www.cleverbridge.com/<client_ID>/s/S<subscription_ID>?s=<start_time>&e=<end_time>&c=<checksum> - Renewal Funnel - use the following link to allow a customer to renew their subscription.
- Upgrade Funnel - use the following link to allow a customer to upgrade their subscription products (co-term).
Example
https://www.cleverbridge.com/<client_ID>/?scope=subscription&target=manual-renewal&template=steps&sid=S<subscription_ID>&s=<start_time>&e=<end_time>&c=<checksum>Example
https://www.cleverbridge.com/<client_ID>/?scope=subscription&target=upgrade-subscription&template=steps&sid=S<subscription_ID>&s=<start_time>&e=<end_time>&c=<checksum>For more information on how to generate the validity period and checksum of your link, see Expiring Links.
URL parameters
In addition to the standard subscription flow links, you can further customize the customer experience by appending URL parameters to these links. These parameters allow you to control specific elements of the subscription management process, such as setting product quantities, preselecting items to add to a subscription, or bypassing certain steps in the funnel.
Mandatory URL Parameters
The following parameters are required for the subscription links to function correctly. They are typically included in the default subscription portal links.
- scope=subscription: Points to the new subscription portal for an existing subscription.
- sid: The subscription ID you’d like to access, starting with an S prefix.
- target: Tells the system which specific subscription funnel to re-direct to. Allowed values:
- manual-renewal: Use this when you want a customer to renew their subscription (pay for the next unpaid subscription interval).
- upgrade-subscription: Use this when you want a customer to make an immediate product or quantity upgrade at a pro-rated price (for the current active subscription interval).
- self-service: Use this if you want a customer to manage their subscription, like updating payment details, contact information, or subscription status.
- template: For each subscription funnel, we have different variations that are optimized for specific scenarios. The allowed values depend on the previous target value:
- For target=manual-renewal:
- steps: Allow the customer to choose from all available products and plans before renewing their subscription.
- one-click: Ask a customer to renew their subscription with the same products as before.
- For target=upgrade-subscription:
- steps: Allow the customer to choose from all available product and plan upgrades.
- quantity-increase: Use this if you want a customer to buy additional quantity.
- For target=self-service:
- tabs: Allow users to manage different aspects of their subscription, such as purchase status, payment details or contact data.
- For target=manual-renewal:
Optional URL Parameters
These additional parameters can be added to further customize the subscription experience. They are not required for the basic subscription portal functionality but can be used to enhance the flow.
- coupon: Add a coupon code to the upgrade or renewal offer. In case you would like to hide the coupon code from the user, please encrypt the link using our Session URL API. Can only be combined with target=manual-renewal or target=upgrade-subscription.
- productsetup: In case you would like to offer different products to different customer segments, use this parameter to load a specific product configuration. This is currently in beta and not available in our Subscription Commerce Manager (SCM) yet. Please contact Client Experience if you would like to utilize this functionality.
- &quantity={number}: Sets the total quantity for all products in the subscription. Can be used in upgrade-subscription or manual-renewal links to preset the quantity value in case the user wishes to increase or decrease it. For the upgrade funnel, the value must be higher than the current subscription quantity. A pro-rated price for the additional quantity will be calculated automatically.
- &cart={productIds}: A comma-separated list of product IDs that should be added to the subscription. This parameter can be used in upgrade-subscription or manual-renewal links to preselect specific product tiers or recommendations that are visible on the page. If one of the product IDs includes an upgrade or downgrade of an existing product, the existing product will be automatically replaced by the new up- or downgrade.
- &instantReview=true: Can be used in upgrade-subscription or manual-renewal links to bypass the selection page and go directly to the final review step. This can be combined with previous parameters to preselect a specific upgrade or downgrade offer and ask the user to confirm.
Tracking
The Subscription Management Portal supports integration with Google Tag Manager (GTM) using the Google Analytics 4 (GA4) standard. For more details, see Set up Google Analytics 4 in Google Tag Manager.