Common Subscription Tasks #
Frequent subscription management scenarios.
Task 1: Processing Manual Renewal #
Scenario: Subscription is due for renewal
Steps:
- Go to subscription details
- Click “Create Renewal Order”
- Copy the payment URL from success notice
- Send URL to customer via email or chat
- Customer clicks link and pays
- Subscription, license, and support contract auto-extend
Why this approach:
- Works with ANY payment gateway
- Customer chooses payment method at checkout
- Full WooCommerce order record for accounting
Task 2: Extending Without Payment #
Scenario: Customer had issues, give free extension
Steps:
- Go to subscription details
- Click “Extend Subscription”
- Subscription and license extended by 1 period
Result: No payment, extended as goodwill.
Task 3: Processing Renewal Request #
Scenario: Customer emails: “I want to renew my subscription”
Steps:
- Search for customer subscription
- Click “Create Renewal Order”
- Send payment link to customer
- Customer pays via WooCommerce checkout
- License extended automatically
Task 4: Handling Refund Request #
Within refund window (usually 30 days):
- Go to WooCommerce > Orders
- Refund the order
- Go to DDLS > Subscriptions
- Cancel subscription (immediately)
After refund window:
- Explain policy
- Offer to cancel (no refund) – they keep access until period ends
Task 5: Customer Forgot to Cancel Trial #
Scenario: “I was charged but wanted to cancel trial!”
Steps:
- Check when trial ended vs. charged
- If charged less than 48 hours ago: Offer full refund
- Check if trial reminder emails were sent
- If emails not sent (technical issue): Offer refund