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Use Case: Retain Customer by Extending the Next Billing Date

Assumptions and Preconditions

  • The subscription has the status Active.

Description

  1. On June 26th, a customer’s Social Gaming subscription automatically renews for $29.95 for the new monthly billing interval.
  2. On July 23rd, the customer decides to relocate for three months to a country in which low Internet bandwidth makes use of the subscription impossible. The customer calls the client to cancel the subscription.
  3. The client’s customer service representative goes to an intranet page that uses the Get Subscription API endpoint to retrieve details on the customer’s subscription.
  4. The customer service representative offers to waive monthly billing for three months (until September 26th) while the customer is out of the country. After a brief negotiation, the customer agrees that, instead of canceling, the subscription should remain active and that monthly recurring billing can resume on October 10th.
  5. The customer service representative sets the next billing date to October 10th using an intranet page that uses the Update Next Billing Date API endpoint.
  6. On October 10th, the cleverbridge platform automatically bills the customer $29.95 for the new Social Gaming subscription monthly billing interval.

Tip

Obtain the customer's consent for changes to subscriptions. For more information, see Best Practices: Obtaining Customer Consent.

Illustration

sub bill customer retention extend bill date