Subscription events
We have separated transactional and marketing events to make access control management as simple as a switch button.
Additionally over 20 events are now available to you to track and understand you subscribers lifecycle. We also added attributes attached to the events to ease integration and give you more context and understanding of your subscription system.
Transactional events - MANDATORY
The following events are the ones that your backend MUST implement. They are basically a switch to lock and unlock content / service to your users.
You MUST return a HTTP 200 or HTTP 404 to tell our backend that you successfully handled the message. If you don't we will continue sending you the message following our retry strategy.
ACTIVATE
You have to give the user access to the rights of a subscription using our attributes for the specifics.
DEACTIVATE
You have to withdraw the user access to the rights of a subscription using our attributes for the specifics.
Marketing events
Marketing events to the webhook to bring you a deep understanding of your customers behavior and help you trigger powerful automations.
Activation
Event Name
Description
Marketing recommendation
SUBSCRIPTION_STARTED
A subscription has been purchased. The user becomes a subscriber.
You could use the opportunity to showcase again ALL benefits included in the subscription that has just been purchased. A purchase is typically motivated by a specific feature included in the subscription (e.g. offline content, HD, ...). The subscriber might not be aware of ALL features included in the newly-acquired subscription, which may reduce his.her appreciation of its value over time. The more a subscriber taps into the full range of benefits included in its subscription, the less likely he.she is to churn.
TRIAL_STARTED
INTRO_OFFER_STARTED
A free trial or a introductory offer has started.
You could use the opportunity to showcase again ALL benefits included in the subscription that has just been purchased. A purchase is typically motivated by a specific feature included in the subscription (e.g. offline content, HD, ...). The subscriber might not be aware of ALL features included in the newly-acquired subscription, which may reduce his.her appreciation of its value over time. The more a subscriber taps into the full range of benefits included in its subscription, the less likely he.she is to churn.
TRIAL_CONVERTED
INTRO_OFFER_CONVERTED
The free trial or the introductory offer has been converted to a standard subscription.
You could let the subscriber know that his.her promotional offer period has ended and that the subscription will continue as planned. You could also highlight benefits of higher grades of subscription to pave the way for the upsell strategy that may eventually follow.
TRIAL_NOT_CONVERTED
INTRO_OFFER_NOT_CONVERTED
The free trial or the introductory offer did not convert to a standard subscription
You should inform the subscriber that his.her subscription is now terminated following a discount period.
Plan change
Event Name
Description
Marketing recommendation
SUBSCRIPTION_CROSSGRADED
The subscriber has switched subscriptions within the same grade.
You could stress to the subscriber that his/her new subscription has started this day. You could also use this opportunity to highlight again the features he has lost and gained access to by switching subscriptions.
You should also inform him/her of the new subscription renewal date if relevant.
SUBSCRIPTION_DOWNGRADED
The customer has switched to a lower- grade subscription.
You could highlight to the subscriber the advantages lost by switching subscription, paving the way for the upsell strategy that may eventually follow.
You should also inform him/her of the new subscription renewal date if relevant.
SUBSCRIPTION_UPGRADED
The customer has switched to a higher-grade subscription.
You could confirm to the subscriber that the upgrade is effective and highlight again all new advantages he has gained access to. You should also inform him/her of the new subscription renewal date if relevant.
Renewal
Event Name
Description
Marketing recommendation
SUBSCRIPTION_RENEWED
The subscription has been renewed.
You could use some of these occurrences to send him a satisfaction survey. We recommend you only communicate with active subscribers.
SUBSCRIPTION_DEFERRED
The app publisher has decided to extend the subscription period by X days for free, before the subscription cycle resumes as before.
The date when that period will end can be found in the attribute "defer_end_at".
You could highlight to the subscriber the reason, value, and length of the free access period he.she has been granted, while also stressing the exact date at which the paying subscription will resume.
Cancellation
Event Name
Description
Marketing recommandation
RENEWAL_DISABLED
The customer has canceled the automatic renewal of the subscription.
You could send a cancellation survey to clearly identify why the user has disabled the auto renewal. Based on his.her feedback and and the information you'll get as part of the event attributes, you could envision sending a promotional offer before the end of the current subscription cycle, in an attempt to retain the subscriber.
RENEWAL_ENABLED
The customer has reactivated the automatic renewal of the subscription.
You should highlight to the subscriber that the auto renewal has been effectively reactivated and thank him for his.her trust.
SUBSCRIPTION_TERMINATED
The subscription is terminated. The subscriber no longer has an active subscription.
You should inform the subscriber that his.her subscription is now terminated.
FAMILY_SHARED_REVOKED
The subscription owner has revoked access rights to the account user, through the family sharing settings.
You should inform the account user that he.she no longer has access to subscriptions benefits because the owner of the subscription has revoked his.her rights.
Reactivation
Event Name
Description
Marketing recommandation
SUBSCRIPTION_REACTIVATED
A subscription that had expired has been reactivated.
You could thank the user for having reactivated his.her subscription, while reminding him.her of all benefits included in his.her subscription.
Billing issue
Event Name
Description
Marketing recommandation
GRACE_PERIOD_STARTED
A billing issue on the subscriber's end occurred at renewal. The subscriber has entered the grace period. The subscriber still has access to all subscription benefits during the grace period.
You should stress to the subscriber that a billing issue occurred and invite him to update his.her store settings to avoid losing access rights. You should also let him know that access rights will be maintained only for a short period of time. You should also frequently remind him.her about the issue during the grace period, until he.she actually acts on it.
GRACE_PERIOD_TERMINATED
The subscriber hasn't resolved the billing issue during the grace period. He.She no longer has access to the subscription benefits.
Inform the subscriber that he.she no longer has access to subscription benefits because the billing issue wasn't fixed in due time.
You should let the subscriber know that he.she can still restore his.her subscription (and still benefit from the offer he.she was potentially enjoying) if he.she resolves the billing issue by updating the store settings.
ENTERED_BILLING_RETRY
A billing issue on the subscriber's end occurred at renewal. The subscription enters the billing retry phase. The subscriber no longer has access to the subscription benefits.
You should let the subscriber know that he.she can still restore his.her subscription (and still benefit from the offer he was potentially enjoying) if he resolves the billing issue by updating the store settings.
SUBSCRIPTION_CANCELLED_DURING_GRACE_PERIOD
The customer has canceled the subscription during the grace period. The subscription is terminated. The subscriber no longer has an active subscription.
You could send a cancellation survey to clearly identify why the user has canceled his.her subscription. You should inform the subscriber that his.her subscription is now terminated.
SUBSCRIPTION_RECOVERED_FROM_GRACE_PERIOD
The transaction was successfully completed during the grace period.
You could thank the customer for having resolved the billing issue and inform him.her that he.she can keep on enjoying his.her subscription.
SUBSCRIPTION_RECOVERED_FROM_BILLING_RETRY
The transaction was successfully completed while in billing retry.
You could thank the customer for having resolved the billing issue and inform him.her that the subscription has been restored.
Pause
Event Name
Description
Marketing recommandation
SUBSCRIPTION_WILL_PAUSE
The subscriber has set a pause starting on the next renewal date.
You could confirm to the subscriber that his.her subscription will be paused. You could send the subscriber a survey to clearly identify why he.she has planned to pause the subscription.
SUBSCRIPTION_PAUSED
The subscription has now paused. The subscriber no longer has access to the subscription benefits.
Let the customer know that the pause he planned has started on this day and that he.she will no longer have access to the subscription benefits during the pause. You could remind him.her of the date of the pause.
SUBSCRIPTION_UNPAUSED
The subscription has resumed.
You could let the customer know that his.her subscription has resumed. You could also remind him.her of all benefits included in his.her subscription.
SUBSCRIPTION_CANCELLED_DURING_PAUSE
The subscriber has cancelled the subscription during the subscription pause.
You could send a cancellation survey to clearly identify why the user has cancelled the subscription. Based on his.her feedback and and the information you'll get as part of the event attributes, you could envision sending a promotional offer before the end of the current subscription cycle, in an attempt to retain the subscriber.
SUBSCRIPTION_WILL_NOT_PAUSE
The customer has cancelled the subscription pause he had set before it even starts.
You could confirm to the subscriber that his.her subscription will not be paused. You could let him.her know how pleased you are that he.she no longer feels the need to pause his.her subscription.
Transfer
Event Name
Description
Marketing recommandation
SUBSCRIPTION_TRANSFERRED
The subscriber has transferred his subscription to another account.The original subscriber no longer has access to the subscription benefits.
You could confirm to original subscriber that the transfer has been conducted. You could remind the original subscriber that he.she will no longer have access the subscription benefits on this account.
SUBSCRIPTION_RECEIVED
The user has been transferred a subscription from another account. This user has now access to the subscription benefits.
You could let the new subscriber know about the transfer and inform him. her that he.she has now access to the subscriptions benefits on his.her account.
Refund
Event Name
Description
Marketing recommandation
SUBSCRIPTION_REFUNDED_REVOKED
The subscriber was refunded for his subscription. The former subscriber no longer has access to the subscription benefits.
You should confirm to the subscriber that he.she has been refunded. If unclear, you could also send him a refunding survey. Based on his.her answers and the info you'll receive as part of the event attributes, you may want to send him a special offer to entice him.he to subscribe again.
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