Subscription & Membership Management

Manage Orders

The Manage Order experience provides customers with a central location to view and manage their subscriptions and memberships.

Customers can access key information including:

• Subscription or membership status
• Product details
• Payment information
• Order and membership history

Additional management options are presented dynamically based on the customer's eligibility and the organisation's configured business rules.

Renewals

Solo enables customers to renew eligible subscriptions and memberships online without contacting customer services.

Renewal opportunities are presented automatically when a product meets the organisation's configured eligibility criteria, allowing customers to continue their relationship with the organisation through a streamlined renewal journey.

To ensure pricing remains consistent across channels, Solo utilises the most recent renewal offer that has been presented to the customer. This means that if a customer has already received a renewal communication through another channel, such as email, the same pricing and offer can be surfaced within Solo, helping to create a consistent customer experience.

Organisations may also define default renewal offers that act as a fallback where a customer has not yet entered the standard renewal cycle. This allows customers to renew early if they wish, whilst ensuring a valid offer is always available for eligible products.

When a customer chooses to renew, they are redirected to CDS Global's Hosted Checkout to complete the transaction. Following successful payment, the renewal order is processed and the customer's entitlement is extended in accordance with the configured business rules.

Renewal experiences can be tailored at product level, enabling organisations to configure pricing, content, messaging and promotional offers to suit the specific requirements of different products, subscriptions or memberships.

Benefits

• Improves customer retention
• Reduces servicing costs
• Provides a consistent cross-channel renewal experience
• Supports flexible pricing and promotional strategies
• Enables product-level configuration and control

Upgrades

The Upgrade functionality enables customers to move from their current product, subscription or membership to a higher-value offering.

Unlike a traditional product change, upgrades can be configured to take account of the customer's current position within their existing term.

This allows organisations to create targeted upgrade propositions that reflect the value remaining on the customer's current product.

For example, customers who are early in their term may be required to make a small upgrade payment, while customers approaching the end of their term may be offered the upgrade at no additional cost. Upgrade pricing, eligibility criteria and available upgrade paths are fully configurable, enabling organisations to create sophisticated upgrade strategies that align with their commercial objectives.

When an upgrade is selected, the customer is redirected to CDS Global's Hosted Checkout to complete any required payment. Once completed, the customer's existing product is brought to an end and a new order is created for the upgraded product.

Where applicable, any remaining value associated with the customer's existing product can be carried forward and applied to the upgraded product. This ensures that customers receive appropriate credit for the unused portion of their current entitlement whilst allowing organisations to maintain accurate financial and fulfilment records.

Available upgrade paths, pricing models, promotional messages and customer-facing content are managed through the CMS, providing organisations with full control over the upgrade experience.

Benefits

• Creates additional revenue opportunities
• Increases customer lifetime value
• Supports prorated upgrade pricing
• Enables sophisticated upgrade strategies
• Delivers a seamless customer experience

Product Switching

Product Switching enables customers to move between eligible products, subscriptions or memberships without needing to cancel and repurchase.

While Upgrade journeys are typically used to move customers to a higher-value offering, Product Switching is designed to support lateral product changes. Common examples include moving between brands, publications, membership programmes or product variants whilst retaining a similar level of service.

Switch journeys are fully configurable and allow organisations to define exactly which products customers can move between. Pricing can also be configured to reflect the customer's position within their current term, providing flexibility where organisations wish to support prorated charges or credits.

In many cases, customers will be able to switch products without making any additional payment, however organisations retain full control over the pricing and eligibility rules that govern the journey.

As with upgrades, customers are guided through a dedicated switch journey, with content, messaging and available options managed through the CMS.

Benefits

• Supports customer retention
• Simplifies product migrations
• Reduces cancellation rates
• Provides flexibility for changing customer needs
• Enables configurable switch paths and pricing models

Payment Plan Changes

The Payment Plan Change functionality enables customers with recurring subscriptions or memberships to select how their product should renew in the future.

Rather than changing the product itself, this functionality focuses on the commercial terms associated with the renewal. For example, a customer currently renewing monthly may choose to move onto a quarterly, six-monthly or annual payment plan at their next renewal.

Organisations can configure the payment plans available to customers on a product-by-product basis, including defining which plans are available from specific existing terms. This provides flexibility to support a wide variety of pricing and retention strategies.

Once a customer selects a new payment plan, their account is updated so that future renewals are processed against the newly selected term.

The functionality can be offered as a standalone self-service capability, allowing customers to proactively manage their renewal preferences. It can also be incorporated into cancellation journeys, providing an alternative option for customers who may be considering cancellation due to affordability or billing frequency concerns.

Benefits

• Supports customer affordability
• Reduces churn
• Encourages longer-term commitments
• Supports flexible pricing strategies
• Provides an effective retention mechanism

Product Pausing

Product Pausing enables customers to temporarily suspend eligible subscriptions, memberships or products without fully cancelling their relationship with the organisation.

During the journey, customers are guided through a configurable experience that allows them to select when the pause should begin and when service should resume. This provides customers with greater flexibility whilst ensuring continuity of service once the pause period ends.

The customer experience, available options and supporting content are all managed through the CMS, allowing organisations to tailor the journey to their operational requirements and customer strategy.

Product Pausing can be offered as a standalone self-service capability or incorporated into cancellation journeys as a retention tool. By providing an alternative to outright cancellation, organisations can often retain customers who may only require a temporary break in service.

Benefits

• Provides an alternative to cancellation
• Supports customer flexibility
• Improves retention
• Reduces avoidable churn
• Fully configurable through the CMS

Recurring Billing Management

Recurring Billing Management provides customers with control over the future renewal of recurring subscriptions and memberships.

This functionality is commonly used as a "cancel on expiry" journey, allowing customers to opt out of future renewals whilst continuing to receive the benefits of their current term.

When a customer chooses to cancel through this journey, their access, fulfilment and entitlements remain active until the end of the current subscription or membership period. No further payments will be taken beyond the current term unless the customer subsequently chooses to reactivate recurring billing.

This approach provides customers with transparency and control whilst helping organisations avoid the negative customer experience that can arise from immediate cancellation of paid-for services.

The journey can be configured to include retention-focused messaging, alternative options and additional self-service journeys such as Product Pausing or Payment Plan Changes before the customer completes the cancellation process.

Benefits

• Provides a transparent cancellation experience
• Maintains access through the paid-for term
• Supports regulatory and consumer expectations
• Reduces customer service contacts
• Enables retention-focused cancellation journeys