Need info Expiration emails to renewed subscriptions

Hi Ruud

I hope you are doing well.
Recently, I got some feedback from my customers, that they are getting expiration emails, although they renewed their subscription.

Seems like the cause is the fact that they did not renew their existing subscription but got a new one instead, for the same product.
Technically it is a different subscription, but from the user perspective they just continue on having access to the extensions and my support. So the email looks odd.
Screenshots: 
tinyurl.com/2daj22vu
tinyurl.com/2d9olzmw

Thanks in advance!

Regards,
Sakis
 

Hi Sakis,

What I see in the screen captures:

• She was subscribed to JFilters Pro
• She then subscribed to JFilters Business (which is not a renewal but a new purchase as this is a different product)
• So at that time she has two subscriptions and the Pro version expires as expected (it is not renewed) = email

Am I reading this correct?

Hi Ruud

It happens with the same product too, when the customer buys the same product again (instead of renewing it).
We can focus on that, if buying a different product (upgrade) is too complicated.

Sakis

What I see in the screen captures is NOT an upgrade. When this was an upgrade, then the Pro subscription would not be status 'inactive' but 'upgraded'.

when not doing an upgrade then it will always be a renewal, not a new subscription.

The buy now button on the product that the customer is already subscribed to will state renew (with the discount when applicable), not buy.

In the screen capture below you can see

• ochFitVids > no subscription = subscribe now
• ochFoundation5 - plugin > already active subscription = renew + upgrade buttons

Is that also what you see on your site, or are you using template overrides with your own logic?

Also: when not sogged in, we do not know this customer has already a subscription she adds it to the basket = new subscription. But then when she logs in in the checkout, the basket is updated (server side) and the new product (full amount) is now a renewal (with discount). So the check is both client side (the button with the action, and server side (when logging in / changing the cart, etc.)

 

Thanks!
I will check my overrides.

Thanks,
let me know if you find something (or nothing).