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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.
Freeze request
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This feature is currently in a test phase and is not yet available to configure and start using. This documentation will be updated when it is ready to activate. |
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.
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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
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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”
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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”
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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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