Key points: reduce churn, spillage, increase customer satisfaction. 10% of customers canceling auto-renewal are looking just to pause subscriptions.

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Pause subscription

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Reasons why subscribers may want to pause subscriptions:
• They might not be using the service as frequently;
• They will not have access to the service for a period;
• The service acquired is seasonal, and they want to
pause it for the period when they are not using it;
• They want to temporarily reduce costs;
• They want a customized experience; 10% of customers canceling auto-renewal are
looking just to pause subscriptions

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Use cases
• Reduce churn – Win back a part of the customers which forget to re-subscribe after canceling
a subscription. When given the alternative to pause, customers are less likely to cancel;
• Reduce spillage – Possibility to pause subscriptions which have payment issues that are very likely to
eventually get resolved;
• Source of alternative revenue – Possibility to request fees for storing certain product-related
information or offer downgraded products for the duration of the pause period;
• Get insight into why customers are pausing and use that reason to influence packaging,
pricing, promotions, lead management, etc;
• Increase customer satisfaction – customers will be able to return to the services they like much easier;

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Current flow of pausing a subscription
Pause is scheduled
until an end date
• Subscription status is
updated to “scheduled
for pause”
End of current
billing cycle is
reached – pause
starts
• Subscription status is
updated to “Paused”
Behavior of certain
actions on the
subscription are
altered
• e.g. renewal, upgrade,
extend are available,
but may cause pause to
be removed
• e.g. subscription
update via API / import
is restricted
Renewal
notification is sent
prior to pause end
date being reached
• Email contains
information about
pause reaching end
Pause reaches end
– subscription is
renewed
• Billing is attempted
• Status is updated
accordingly (Active if
renewal was successful)