Will my subscription auto renew?

We currently have two types of products listed within the shop. Products labelled as a “subscription” are auto renewing subscriptions, with payment taken automatically at the end of each period. Our “1:1 Coaching product is a one off purchase for a specific coaching session and does not grant access to other services for any time period.

Renewal Dates

An open-source eCommerce platform called WooCommerce manages all our orders, subscriptions and memberships for customers. Renewal dates for subscriptions labelled as “1 month” can vary slightly based on the date of the last payment. Here is some information about this from the WooCommerce website:

If a subscription is purchased on the last day of the month, recurring payments will continue to be charged on the last day of the month. For example, if a $10 / month subscription is purchased on the 31st December, its next 4 payments will be charged on:

• 31st January
• 28th February (or 29th February for a leap year)
• 31st March
• 30th April

WHAT ABOUT RECURRING PAYMENTS ON THE 28TH, 29TH OR 30TH DAY OF THE MONTH?

This system will also be used if the day a payment is normally charged is not the last day of the month, but it is on the 28th, 29th or 30th day of the month, and the next payment is due in February, which has no 30th day (and no 29th day in non-leap years).

For example, if a $10/month subscription is purchased on the 29th December 2012, the next 4 payments will be charged on:

• 29th January 2013- not the last day of the month
• 28th February 2013 – notice it has switched to the last day of the month as there is no 29th day in February when it is not a leap year
• 31st March 2013 (last day of the month)
• 30th April 2013 (last day of the month)

This logic ensures that a payment is made every month, and therefore, that one year includes 12 payments.

Turn off auto renew

Your subscription can be managed from the My Account section of the website:

1. Go to the My Account page.
2. Go to the Subscriptions page.
3. Select the View button next to the subscription in the Subscriptions table; or
4. Click the subscription number under the Subscription column in the Subscriptions table.

At the bottom of the subscription details table and in the subscription totals table on the View Subscription page is a set of action buttons. You can use these buttons to:

• Toggle between manual and automatic payments

In addition they are other options available:

• Cancel an active subscription
• Suspend an active subscription
• Reactivate a suspended or recently cancelled subscription
• Resubscribe an expired or fully cancelled subscription
• Pay for a renewal order when the automatic recurring payment failed or the subscription uses manual renewals
• Change the Payment Method used for automatic recurring payments
• Renew early
• Upgrade or downgrade the subscription line items 

Failed Payments

If an automatic payment fails then the system will work through a retry rule:

RETRY RULE 1:

• Interval: Subscriptions waits 12 hours between failed payment and first retry attempt.
• Customer Email: No email is sent to the customer.
• Order Status: Renewal order’s status is set to Pending.
• Subscription Status: Subscription’s status is set to On-hold.

RETRY RULE 2:

• Interval: Subscriptions waits another 12 hours between failed payment and retry attempt.
• Customer Email: Customer Payment Retry is sent to the customer (if enabled) to notify of failed payment and scheduled retry attempt.
• Order Status: Renewal order’s status is set to Pending.
• Subscription Status: Subscription’s status is set to On-hold.

RETRY RULE 3:

• Interval: Subscriptions waits another 24 hours between failed payment and retry attempt.
• Customer Email: No email is sent to the customer.
• Order Status: Renewal order’s status is set to Pending.
• Subscription Status: Subscription’s status is set to On-hold.

RETRY RULE 4:

• Interval: Subscriptions waits 48 hours between failed payment and retry attempt.
• Customer Email: Customer Payment Retry is sent to the customer (if enabled) to notify of failed payment and scheduled retry attempt.
• Order Status: Renewal order’s status is set to Pending.
• Subscription Status: Subscription’s status is set to On-hold.

RETRY RULE 5:

• Interval: Subscriptions waits 72 hours between failed payment and retry attempt.
• Customer Email: Customer Payment Retry is sent to the customer (if enabled) to notify of failed payment and scheduled retry attempt.
• Order Status: Renewal order’s status is set to Pending.
• Subscription Status: Subscription’s status is set to On-hold.

After this fifth retry is processed, the renewal order is marked Failed and the customer is sent the Customer Renewal Invoice email