Add-On Improvements
J
Jessica Haefke
Can you please allow more flexibility in the back-end for one-time add-ons? I have customers select add-ons after they have been billed for their monthly box. The current system in place then charges them on their renewal. It should charge them right away.
Example: I have a customer who added to her subscription on the day of her renewal (after it happened in the system) on March 15. I ship boxes on April 5th. But because how the system is setup she will not be charged for the add-on until April 15th which will then add it to her May 5th box.....two months after adding it. AND I'm unable to push the payment. It leads to POOR customer service that I can't do anything about.
So now, I'm going to turn off add-ons because this has happened more than once and it's very frustrating and not customer friendly.
Andy🤠
Hi Jessica Haefke, it's quite an interesting case; as of now there is no easy way to update the existing orders in the system; thus I'm not sure when we will be able to implement that.
However, I wouldn't disable the add-ons just because of that as it's still a powerful tool to boost the LTV, and instead I would add a reminder to add the add-ons inside the upcoming renewal email, as well you may mention that the add-on will be added with the next renewal inside the add-on upsell CTA