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Subscriptions

Add new Subscriptions

Subscription payments occur when customers authorise a merchant to charge them for goods or services on a scheduled basis. As opposed to one-time purchases, recurring payments require merchants to securely store additional customer information for future charges.

To add a new Subscription, which will automatically add a new Customer:

  1. Go to Subscriptions > Add new
  2. Complete the Customer's Personal Information, Address, Payment Information and Payment Details
  3. Choose the Interval, Frequency, Start and End Date, and Retry
  4. Select Add Subscription

OR add a Subscription from Customers, go here

Here are the Subscriptions' key parameters:

  • Interval - the period between Charge reattempts (daily, weekly, monthly or annually).

  • Frequency - the number of Charge reattempts for the set Interval (e.g. a Charge every 5 days equals Interval to 'days' and Frequency to '5').

  • Start Date - the date of the first Charge, in UTC format

  • End - the date of the last Charge, in UTC format

    • End never – process Charges until manual termination.
    • End date – process Charges until a specified date.
    • End amount reached or exceeded - process Charges until a certain financial threshold has been reached or exceeded.
    • End amount not to exceed - process Charges before a certain financial threshold has been reached. The remainder of the Charges will not be processed if there's a 'gap'.
    • Total Transactions - process Charges until a specified number of payments have been collected.
    • Total amount equals - process Charges until a specified amount of payments have been collected. The remainder of the Charges will be processed at the last Transaction if there's a shortfall.

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Note

By default, the first Charge on the Subscription is scheduled for 11:30 AM UTC on the current day . If you create a Subscription earlier, the Charge will happen at this particular time, so do not worry if you do not see an immediate payment. If a Subscription is created after 11:30 AM UTC, the Charge will be made immediately.

Subscription Status

Subscription payments occur when customers authorize a merchant to charge them for goods or services on a scheduled basis. As opposed to one-time purchases, recurring payments require merchants to securely store additional customer information for future charges. Automated payments simplify the billing process, maximising revenue, securing cash flow, and fostering long-term customer relationships.

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Note

Subscriptions statuses help diagnose any issues and act on amendments

Subscription StatusDescription
Activea subscription was created successfully and is active on the customer's account. The status is set automatically. However, you can manually update the status from Failed, Completed, Canceled, or Held to Active and reactivate the Subscription.
Faileda subscription has been cancelled manually. The reason could be a customer's request to cancel an active subscription, despite not all payments being processed. Or an initial failure of the automated payments due to incorrect customer payment details.
Cancelleda subscription has been cancelled manually. The reason could be a customer's request to cancel an active subscription, despite not all payments being processed. Or an initial failure of the automated payments due to incorrect customer payment details.
Completea subscription has automatically ended. The reason is the completion of the subscription's pre-set conditions. For example, the recurring billings have collected the specified amount or number of transactions or have reached the end date.
Helda Subscription is paused and will only resume upon a manual reactivation. The records on charges are still created but not processed. Once you set the subscription back to active status, these charges will not be reattempted.

Default Retry Failed Subscriptions

To configure a default retry cadence for all failed Charges or individual Subscription plans:

  1. Go to Subscriptions > Settings
  2. Set the parameters:
    1. Retry count- how many times the Customer's card is retried after a Charge fails.
    2. Retry interval (hours) - how many hours are in between the times the Customer's card is retried.
  3. Click Update.
Default retry failed subscription

Custom Retry Failed Subscription

To configure a custom retry cadence for individual failed Charges or Subscription plans:

  1. Go to Subscriptions > View All > Actions > View details for the specified Subscription. You can use the filter option or browse the list
  2. Under the Retry section, choose Custom from the dropdown list
  3. Set the Frequency, Number of retries, Retry interval and Failed status
  4. Click Update Subscription.

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Note

The Frequency and Retry interval control how frequently the Charge will be reattempted, while the Number of Retries controls the maximum number of attempts to capture the Charge.

Custom retry failed subscription

Update Subscription Status

To update the status of a Subscription (Failed status excluded):

  1. Go to Subscriptions > View All > Actions > View details for the specified Subscription. You can use the filter option or browse the list.
  2. Find Status in the upper right corner.
  3. Click change to and select the status from the drop-down menu.
  4. Confirm with Yes, please.
  5. Under the Subscription's Last Status Change, the Manual update will be reflected (previously Automatic).
Update subscription status

Update Subscription frequency

To update the Subscription frequency:

  1. Go to Subscriptions > View All > Actions > View details for the specified Subscription. You can use the filter option or browse the list
  2. Make the required changes under Schedule > Frequency
  3. Click Update Subscription.

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Note

The Frequency and Retry interval control how frequently the Charge will be reattempted, while the Number of Retries controls the maximum number of attempts to capture the Charge.

Update Payment Source expiry date from Subscription

To update the expiry date of a Payment Source from the Subscription:

  1. Go to Subscriptions > View All > Actions > View details for the specified Subscription. You can use the filter option or browse the list.
  2. Go to Payment Sources > Actions > Edit for the specified Source.
  3. Insert new Expiration month, year and CVV
  4. Click on Update Expiry.
Edit payment source Update payment source expiry date

Download Subscriptions Reports

To download relevant Transaction data in CSV format:

  1. Go to Subscription> View All > click on All Filtered Items or Just This Page.

Download either a single page with 10, 25, 50 or 100 rows or all filtered items, based on one or more of the criteria below:

  • Customer Name
  • Subscription ID
  • Customer ID
  • Payment Service

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Note

For Reconciliation discrepancy, we use ISO 4217 standards to truncate transactions in all currencies to 2 digits after the decimal, without any rounding, e.g.30.895 is truncated to 30.89.

Cancel Subscriptions

To cancel a Subscription:

  1. Go to Subscriptions > View All > Actions > Cancel for the specified Subscription. You can use the filter option or browse the list
  2. Confirm with Yes, please.

Updated 9 months ago