If you sell recurring products, you can manage the subscriptions for your existing customers.

The following subjects are covered in this article:

• Overview
• Assigning the Subscription Management Role
• Upgrading or Downgrading a Subscription
• Changing a Subscription's Bill Date
• Extending a Subscription
• Reinstating a Canceled Subscription
• Refunding or Canceling a Subscription
• Changing the Shipping Address of a Subscription
• Related Articles

Overview

You can manage customer subscriptions through a Master account. If you don't have a Master account, see the Master Accounts: Linking Multiple ClickBank Accounts article for information about creating a Master account and linking your ClickBank accounts with it.

Once you have a master account, you can locate ongoing or canceled subscriptions and modify these subscriptions in response to customer requests.

You can also perform these tasks using the Orders API. See the ClickBank APIs and Orders API articles for more information.

Assigning the Subscription Management Role

A clerk user must have the Subscription Management role to manage customer subscriptions. The Subscription Management role requires the Manage Tickets and Manage Orders roles.

If you have not created any clerk users, see the Managing Users section of the Master Accounts: Linking Multiple ClickBank Accounts article for more information.

1. Log in to your Master account.
2. Click the Users tab.
3. Locate a clerk user and click Manage Permissions.
   The Permissions page is displayed. For example:
4. Check the Manage Tickets, Manage Orders, and Subscription Management checkboxes to give the clerk user the correct roles. For example:
   
5. Click Save.

Upgrading or Downgrading a Subscription

You can change a subscription from one product to another.

If the original product was a physical product, the new product must be a physical product that is shippable to all of the locations covered by the original product. If the original product was a digital product, the new product must also be digital. Both products must use the same currency.

When you upgrade or downgrade a subscription, the product SKU and subscription frequency are changed, but the number of remaining subscription payments is not changed. If the new product has a free trial period, it is skipped.

A confirmation email is sent to the customer for each change to the subscription, including the product, the prorated refund if you provide one, and the next bill date if you change it. A new charge email is also sent the morning of the next bill date.

By default, we refund a portion of the old product's last recurring payment, not including the initial payment. This amount is prorated based on the amount of time remaining in the subscription period after the current day. You can choose not to provide this prorated refund for physical products. Regardless of the initial payment amounts, no refunds or charges are generated from the initial payment.

If you have Instant Notifications enabled, upgrading or downgrading a subscription triggers a notification. See the Instant Notification Service (INS) article for more information.

1. Log in to your Master account using a user account with the Subscription Management role.
2. Click the Transactions tab.
3. Use the search feature to locate the desired transaction.
4. Click the receipt number.
   The Transaction window is displayed.
5. Click Manage Subscription.
   The Manage Subscription window is displayed.
6. Select Change Subscription Product.
7. Select the new subscription product from the dropdown menu.
8. (Optional) Uncheck the Apply Prorated Refund checkbox to refrain from providing a prorated refund for a physical product.
9. (Optional) Click the Next Bill Date field to change the next bill date. The default value is the existing subscription's next bill date.
10. Click Save.

Changing a Subscription's Bill Date

You can change the billing date for an existing subscription. The customer is billed on the new billing date.

A confirmation email is sent to the customer with the new bill date.

1. Log in to your Master account using a user account with the Subscription Management role.
2. Click the Transactions tab.
3. Use the search feature to locate the desired transaction.
4. Click the receipt number.
   The Transaction window is displayed.
5. Click Manage Subscription.
   The Manage Subscription window is displayed.
6. Select Change Subscription Bill Date.
7. Enter a new billing date.
8. Click Save.

Extending a Subscription

You can extend a subscription, adding one or more billing periods to it.

A confirmation email is sent to the customer with information about the additional billing periods.

1. Log in to your Master account using a user account with the Subscription Management role.
2. Click the Transactions tab.
3. Use the search feature to locate the desired transaction.
4. Click the receipt number.
   The Transaction window is displayed.
5. Click Manage Subscription.
   The Manage Subscription window is displayed.
6. Select Extend Subscription.
7. Enter a number of rebill periods to add to the subscription.
8. Click Save.

Reinstating a Canceled Subscription

You can reinstate a canceled subscription that was canceled within the past 60 days.

The next bill date depends on the timing and duration of the cancellation. If the subscription is resumed before the next previously scheduled payment, that payment occurs as normal. If the subscription is resumed after a previously scheduled payment, the next payment date is set to tomorrow, and all future payments are adjusted accordingly.

A confirmation email is sent to the customer.

1. Log in to your Master account using a user account with the Subscription Management role.
2. Click the Transactions tab.
3. Use the search feature to locate the desired transaction.
4. Click the receipt number.
   The Transaction window is displayed.
5. Click Manage Subscription.
   The Manage Subscription window is displayed.
6. Select Reinstate Cancelled Subscription.
7. Click Save.

Refunding or Canceling a Subscription

You can issue a refund or cancellation for a current subscription.

A confirmation email is sent to the customer.

1. Log in to your Master account.
2. Click the Transactions tab.
3. Use the search feature to locate the desired transaction.
4. Click the receipt number.
   The Transaction window is displayed.
5. Click Create Ticket.
6. Select either Refund or Cancel.
7. Select a reason for the refund or cancellation from the dropdown menu.
8. Click Save.

Changing the Shipping Address of a Subscription

You can change the shipping address for a physical product subscription.

A confirmation email is sent to the customer.

1. Log in to your Master account.
2. Click the Transactions tab.
3. Use the search feature to locate the desired transaction.
4. Click the receipt number.
   The Transaction window is displayed.
5. Locate the Shipping Info section and click Edit Shipping Info.
6. Edit the shipping information.
7. Click Save.

Related Articles

• Creating Your First Product – This article describes the process of creating a product.
• Selling Recurring Products – This article explains how to sell recurring products.
• Selling Physical Products – This article explains how to sell and ship physical products.