Run your subscriptions day to day
This page is for the people on your team who look after subscriptions: anyone with Subscriptions access. Everything here is in your dashboard under Subscriptions. For the same information in your own systems, see Keep your records in step.
Every day
- Open Home. The top line says how many items need attention. Press Open exceptions.
- Work through Exceptions. Each section is something a person needs to decide. Open a row to see the subscription.
- Look at Queues › Declined payments. These subscriptions had a renewal declined. Most need nothing from you: we retry on your retry days and email the customer.
What each exception means
| Exception | What it means | What to do |
|---|---|---|
| Charged after it ended | A renewal went through after the subscription ended. | On the subscription, use Refund a charge. Then close the item. |
| Refunded, needs a decision | Someone refunded a renewal, but the subscription keeps renewing. A refund never cancels it. | Decide whether to change the subscription, for example cancel it. Then close the item. |
| Charged, not in the store | The customer paid, but the renewal's order has not reached your store an hour later. | Press Repair. It writes the order again and never charges the card again. |
| On hold | A renewal was stopped before it reached the bank. Each one shows its reason and the next step. | Fix the reason, then use Release from hold on the subscription. |
| Waiting on a charge result | The payment processor did not give a clear answer yet. We are looking it up, and no further charge is tried until it is known. | Nothing. The item clears when the result arrives. |
| Other items to review | An item this screen has no description for yet. | Open it, look, and close it. |
To close a review item, choose Nothing to do or I've dealt with it, with an optional note. Closing records your decision. It never changes the subscription: make any change with the subscription's own buttons.
Every week
- At risk (a view on the Subscriptions page) lists subscriptions that are past due, on hold, have a card that expires before the next charge, or have been paused for 30 days or more. A subscription with several reasons is listed under each.
- Upcoming charges shows the renewals due tomorrow, or in the next 7, 14 or 30 days: how many, how much and on which products. It is a preview, so nothing on it can charge.
- Queues › Cancellations lists cancelled subscriptions, most recent first. Filter by reason to see why customers leave.
- The charts on Home:
| Chart | What it shows |
|---|---|
| Recurring revenue movement | How monthly recurring revenue changed each week (new, resumed, discounts, price changes, paused, ended) and the net. |
| Subscriber activity | New sign-ups and ended subscriptions each week, with why they ended. |
| Where recovery came from | Money recovered this month after a declined renewal, by what brought it in: a retry, or Bill now. |
| Retention by signup month | Of the subscriptions started each month, the share still billing in each month after. |
Look into one subscription
Open a subscription to see:
- Charge attempts: every attempt, including declines and retries.
- History: who changed what, and when. Changes are marked as automatic, by your staff, by the customer, by your store, by Von Payments support, or by an API key with its name.
- Notes: visible to your team only. Never paste card numbers.
- IDs: the subscription, its first payment and its store orders, to find it in your store or a support ticket.
The customer's email stays hidden until someone presses Reveal, and each reveal is recorded.
What you can do
| Button | When it shows | What it does |
|---|---|---|
| Pause / Resume | Active or past due / paused | Stops renewals until resumed. Pausing a past-due subscription also stops its retries. |
| Move next date | Active or past due | Changes the next charge date. A date that bills sooner, 8 days or more away, waits for the email we send the customer. |
| Bill now | Active or past due | Charges the renewal within about 5 minutes. |
| Release from hold | On hold | Releases it and resumes renewals. |
| Keep-offer price | Active, paused or past due | A lower price from the next charge, for example to keep a customer who wants to leave. |
| Change interval | Active or paused | Changes how often it renews. |
| Cancel | Active, past due, on hold or paused | Needs a reason. It stops the next charge and refunds nothing. Use Cancel — chargeback when the customer disputed a charge. |
| Refund a charge | When a charge can be refunded | Refunds a charge. The subscription stays as it is. |
| Copy customer link | Any subscription that has not ended | Copies a link to the customer's own page that works for a few minutes. Send it yourself, only to the customer, by an email or text you know is theirs: anyone with the link can open their subscriptions until it expires. Never give it to an AI agent or a tool. |
| Add note | Always | Saves a note for your team. |