Change Package

Target Audience: Users, Customer service

Introduction

The change-package function allows customer service to perform an upgrade or downgrade on a user subscription, alternatively change to a completely different package, without having to interact with the user or manually do it via an API.

How to perform a subscription upgrade?

To upgrade a user subscription, navigate to the Overview page of the customer, click on the subscription that should be changed, and you'll find a "Upgrade/downgrade" link on the right hand side.

First, select the "Upgrade" option. Secondly, select the title code that includes the package you want to upgrade to. Finally, perform the upgrade!

You can see what the requirements are for a package upgrade here.

Ranks are taken into account when performing a upgrade in PAP.

How to perform a subscription downgrade?

To downgrade a user subscription, navigate to the Overview page of the customer, click on the subscription that should be changed, and you'll find a "Upgrade/downgrade" link on the right hand side.

First, select the "Downgrade" option. Secondly, select the title code that includes the package you want to downgrade to. Finally, perform the downgrade!

You can see what the requirements are for a package downgrade here.

Ranks are taken into account when performing a downgrade in PAP.

How to customize the package / period of an existing subscription?

To customize which package and period the customer has without the limitations/rules of an explicit upgrade or downgrade, you must first decide whether you want the change to happen immediately, or at the end of the customer's current subscription period:

Immediate change

Warning

This method has no built in validation, and will re-write the history of the subscription, order and payment. As such, this method should be used with extreme caution.

To immediately change the package/period of the customer subscription, navigate to the Overview page of the customer, click on the subscription that should be changed, and you'll find a "Advanced settings -> Change product" link on the right hand side.

End of period

To change the package/period of the customer subscription at the end of their subscription period, navigate to the Overview page of the customer, click on the subscription that should be changed, and you'll find a "Upgrade/downgrade" link on the right hand side.

First, select the "Custom" option. Secondly, select the title code that includes the package you want to change to. You will now be given a list of periods, which you are free to choose from. Finally, perform the change!

You can see what the requirements are for a package change here.

Ranks are not taken into account when performing a change in PAP.

How to cancel a pending package change?

A downgrade or a package change at the end of the period (the "Custom" option) is pending until the subscription renews. Upgrades are carried out immediately, so they are never pending and cannot be cancelled this way. While a downgrade or package change is pending, the upcoming change is shown on the subscription, and a "Cancel package change" link is shown at the top of the links on the right hand side.

To cancel it, navigate to the Overview page of the customer, click on the subscription, click "Cancel package change" and confirm. The subscription then renews on its current package and period, as if the change had never been made.

Customer service can cancel any pending package change, including ones the customer cannot cancel themselves, e.g. a retention campaign the customer has accepted.

Subscriptions paid by invoice

When a customer on a subscription paid by invoice accepts a retention campaign, the campaign's billing period replaces the subscription's next regular billing period. Cancelling the package change removes the campaign's billing period and restores the regular one.

The cancellation is logged in the customer's history, together with who made it. While a package change is pending, "Advanced settings -> Change product" is not available, so the pending change must be cancelled before the product can be changed.