topic Re: How can customers manage their subscriptions in Commerce Tools

How can customers manage their subscriptions?

ShiftPositive — Fri, 07 Feb 2025 20:35:48 GMT

We're setting up a subscription for $9.99/month with 7 days free trial and no expiration. When a customer wants to change or cancel their subscription, how to they notify us, the company? Usually, I see in receipts the opportunity to "manage subscription" or "cancel" but can't find it in the Hubspot Payments. (We're using Hubspot Payments rather than Stripe)

Re: How can customers manage their subscriptions

DianaGomez — Fri, 07 Feb 2025 16:36:55 GMT

Hi @ShiftPositive,

I wanted to invite a couple of community members and experts to this thread who might have some suggestions on how you can let yous clients to notify you if they wish to cancel their subscriptions. 🙂

Hi @RSchweighart, @danmoyle, @Humashankar - Do you have any advice for @ShiftPositive? Thank you! 🙂

Happy Friday!
Diana, Community Team

Re: How can customers manage their subscriptions

Humashankar — Fri, 07 Feb 2025 18:13:34 GMT

Hi @ShiftPositive

You're right that HubSpot Payments doesn't offer a self-service portal, unlike other services, where customers can manage or cancel their subscriptions independently. Instead, the subscription management process is primarily handled by the business.

To adapt to this, it's essential to establish a clear process for customers to request subscription changes or cancellations, such as through email, phone, or a dedicated form on your website.

Once a customer submits a request, you'll need to manually update their subscription in HubSpot, ensuring a smooth and efficient process for both your business and your customers.

Hope this helps - Happy to help further!!
Thank you very much and have a great one!
Warm regards

Re: How can customers manage their subscriptions

ShiftPositive — Fri, 07 Feb 2025 18:19:01 GMT

Thank you Humashankar,

Do you know, then, if there is a way to add any instruction to the monthly (I assume there are monthly) receipts that that are sent to the subscribers? Otherwise, I was thinking that I could create an email to go out monthly to subscribers with instructions. Thoughts? We're at the Starter level, not the Pro level.

Re: How can customers manage their subscriptions

Humashankar — Fri, 07 Feb 2025 20:28:45 GMT

@ShiftPositive

Yes, monthly receipts are automatically sent to subscribers in HubSpot at the Starter level. For each successful charge, HubSpot emails the buyer a receipt, and the subscription record in HubSpot is updated accordingly.

While customization options are limited, you can add your company logo and customize the receipt's accent color for branding. Additionally, you can configure your VAT/Tax ID, which will appear on receipts when properly set up.

To learn more -

Manage payments

Manage recurring billing and payments with subscriptions

Regards

Re: How can customers manage their subscriptions

ShiftPositive — Fri, 07 Feb 2025 21:36:08 GMT

Thank you Humashankar!

So, it sounds like I'll need to set up a process for sending an email with instructions, like you suggest, to each person on subscription monthly on how to cancel or change their subscription. Question, do you have any examples of this? Second, do you have any advice on how to make this process simple and straightforward? I'm just on the Starter plan. I assume I'll be able to track purchasers and set up a template and mail it to them as a group or individually monthly. Ideas? Thank you so much! Pete

Re: How can customers manage their subscriptions

Humashankar — Sat, 08 Feb 2025 01:17:52 GMT

@ShiftPositive

You can create a one-time email template and manually send it each month or use a simple workflow to automate it

Since HubSpot's Starter plan doesn't offer automated workflows for emails, you'll need to Send a monthly email to your subscribers manually.
Start by creating a saved list of active subscribers in your HubSpot CRM. Navigate to Contacts, create a new list, and use the filter "Customers who purchased the subscription product" to populate it.
Save this list as "Active Subscribers."

Next, go to Marketing, select Email, and create a new email using the template you've designed. Choose the "Active Subscribers" list and schedule or send the email manually each month, ensuring your subscribers receive timely updates - This is all for your point-1

To streamline the process even further, consider implementing a few simple yet effective solutions.

Start by setting a recurring reminder on your shared calendar for the 1st of each month, ensuring you never miss sending the email to your subscribers.
Additionally, you can create a Google Form that allows customers to submit their cancellation or change requests, eliminating the need to handle individual emails.

Furthermore, if you have HubSpot's chat widget, consider offering live chat support or quick responses, enabling customers to request changes or cancellations in real-time, and providing a more seamless and efficient experience This is all for your point-2.

Hope this helps!!

Regards

Re: How can customers manage their subscriptions

ShiftPositive — Sat, 08 Feb 2025 01:39:04 GMT

This is great Humashankar. I've never even heard of the Hubspot Chat Widget. I'll check it out. Thank you!

Re: How can customers manage their subscriptions

Humashankar — Sat, 08 Feb 2025 15:33:25 GMT

@ShiftPositive - You can also learn more about it from here - Overview of the conversations tool

Best Regards