Freeze and Unfreeze Subscription
This page describes how to configue so that members can freeze and unfreeze their subscriptions in the app & web
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.
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.
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 freeze their subscription:
After selecting the freeze option, a modal will be shown to the user similar to the following image:
The modal has the following content and structure:
1 - Freeze instructions
This is the content of the message template “Instructions before freezing subscriptions”, which you can configure through BRP Configuration > Messages in order to provide customized information towards the members.
2 - Information about the subscription that is about to be frozen
3 - Remaining freezes count
If a freeze rule is used for this subscription: according to the definition of the freeze rule, this count will be displayed.
4 - Date range
If the subscription product has a freeze rule, the date range will be validated with the “minimum length of a freeze” and the “maximum length of a freeze” of the freeze rule.
If the subscription product hasn’t a freeze rule, then the end date of the date range will be validated with the `minSubscriptionFreezePeriod` setting and the `maxSubscriptionFreezePeriod` setting
5 - Freeze reasons
Freeze reasons can be configured in BRP Configuration > Subscriptions > Freeze Reasons. A fee can be added for a reason, if the member needs to pay in order to freeze their subscription If the subscription product has a freeze rule, then we show the freeze reasons from the freeze rule. If not: the freeze reasons will only be shown when the “Use freeze reasons” setting is enabled.
6 - Comment
The member can provide a comment along with the freeze reason. This is optional.
When the user clicks the next button, a confirmation modal is displayed:
If there is a freeze rule then its description will show under the freezing rule section. And if the selected reason has a fee then it will show as the freeze fee. If there are additions that will be frozen when freezing this subscription, those will be listed here as well.
After the user clicks the freeze subscription button, if there is a freeze fee to freeze this subscription then the member will be redirected to the payment. After the payment is done and the subscription has been frozen, it will be shown as a “Frozen subscription” on My Pages.
If the freeze start date is not today, it will show as an Active Subscription with information about the future freeze:
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.
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 unfreeze their subscription. It is possible to remove an upcoming freeze and to cancel an existing freeze period.
The configured freeze rules will be applicable to the unfreeze process, and they will be listed under the 'Unfreeze Rules' section.
The member can select their preferred unfreeze day from the calendar provided. The calendar will display the range between today's date and the freeze end date, allowing the member to select a day within that range. If the member continues without selecting a date, today's date will be considered as the unfreeze day.
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
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.
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 |
|---|---|
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.
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:
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.
4. After a freeze request is sent, the member will see a message which shows that the request is pending for approval:
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 before approving or denying the request.
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”.