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This page describes how to configue so that members can freeze and unfreeze their subscriptions in the app & web |
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Freeze Subscription
Settings
Allow freeze of subscription on internet (allowFreezeSubscriptionOnInternet) - This setting should be enabled if freeze should be available without any rules. If all subscription products that should be possible to freeze must have a rule attached to the freeze, the setting should be disabled and only the use of freeze rules should be applied.
Configuration of Freeze rules
Configuration of freeze rules in BRP Configuration is described here.
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Note that if freeze rules are defined, these will override the setting ‘Allow freeze of subscription on internet’ for the subscription products which has a rule attached to it. |
Message Templates
‘Instructions before freezing subscriptions’ - This text will be shown in the freeze subscription modal
Freeze Subscription Flow
Members can freeze their subscriptions by going to My Pages > My Subscriptions tab.
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If the freeze start date is not today, it will show as an Active Subscription with information about the future freeze:
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Unfreeze Subscription
Message Templates
‘Instructions before unfreezing subscriptions’ - This text will be shown in the unfreeze subscription modal
Unfreeze Subscription Flow
Members can unfreeze their frozen subscriptions by going to My Pages > My Subscriptions tab.
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If a subscription's freeze period exceeds its debited until date at the time of its addition, the member needs to be debited for that time period in order to not be lagging on their subscription. To proceed with the unfreeze process, the member must make a payment for this period. In this scenario, the user will be redirected to a payment confirmation page.
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Freeze request
Purpose
This feature allows the member to send a freeze request through the app or web, which you will have to review before accepting/denying it. This will be helpful if freezing the subscription requires validation such as medical documents etc.
Rights
Enable the right on the roles of those who should be able to manage freeze requests sent in by your members. BRP Configuration → Staff and resources → Roles.
Subscription - Manage freeze requests
Message Templates
Template | Description |
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Approved freeze request email | E-mail, which is sent to the member after getting their request approved. |
Denied freeze request email | E-mail, which is sent to the member after getting their request denied. |
Configuration of Freeze rules
BRP Configuration → Subscriptions → Freeze rules
Create a freeze rule according to your requirements, see
Choose Staff and customers (request only) or Staff and customers (freeze or request) under “Can be applied by”
Giving your member the option to either freeze their subscription or send a request could be beneficial if they e.g. need to pay a fee to freeze the subscription due to vacation, but can do it without cost if it’s due to illness.
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Connect the freeze rule to the subscription product.
BRP Configuration → Products → Products
On the subscription product, go to the “Subscription” tab and scroll down to “Freeze rule”
Freeze Request Flow
Members can send a freeze request of their subscription by going to their profile → My subscriptions.
By clicking on the menu button (the 3 dots to the right of the subscription) the member will be able to open the actions menu from where they can select to send a freeze request:
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The member will be redirected to a page where they can pick the date-range, reason and add a message to the freeze-request. After they click next they will be navigated to a file upload section where they can add documents/certificates as proof for the freeze request. Supported document types are standard image files and PDF.
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4. After a freeze request is sent, the member will see a message which shows that the request is pending for approval:
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Respond to a Freeze Request
BRP Back Office → Subscriptions → Freeze requests
This page will show a list of all freeze requests. Choose “Open” under Status to list all unhandled requests.
Click on a request to see a detailed view. If the user attached any documents, for example a doctor’s notice, then it will be available to view under “Documents”.
Enter a message to the person who sent the request under “Message to user” (optional).
Approve or deny the request using the buttons at the bottom. If the reviewer approves the freeze request, the subscription will be moved to the frozen state and if denied, the subscription will remain active.
The user will also get a corresponding email which includes the optional message which you can type before approving/denying the request under “Message to user”.
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