Subscriptions

To perform maintenance on a customer’s subscriptions, go to the Customer Activity

screen by clicking on the Customer Activity button in the Advantage ribbon.

Select the appropriate subscription from the window. Subscriptions will have a System

Name of CIR.

Subscription Information

Once you have selected the appropriate subscription (see above) select the

“Subscription Information” tab to glean more information about the subscription in

question.

Circ Status - The circulation status will determine if the subscription is active or

not.

o B = Billing Suspend (credit card decline) - Pay the outstanding invoice

o C = Customer Requested Cancellation - Place a new order

o E = Expired (Customer didn’t renew their subscription) - Place a new

order

o N = Non-Pay Cancel (didn’t pay to fix the billing suspend) – Reinstate

subscription

o R = Active Subscription

o S = Indefinite Suspension – Reset the subscription

o T = Temporary Suspension – Reset the subscription

o U = Undeliverable – update the customer’s e-mail or mailing address and

then reset the subscription

o W = Future Start – the customer hasn’t started receiving the pub.

o X = Folded Subscription – the subscription no longer exists and has

been folded into another subscription. Use blue tower for more information

on what subscription it was folded into.

RN Flag - The renewal flag indicates how the subscription will renew and how

often the customer will receive renewal offers.

o C = Auto-Renew with Auto Charge (auto renews and charges credit

card)

o D = Discontinued Auto-Renew (takes customer off auto renew)

o Y = Promote for Renewal (Marketers only – Subscribers should receive

renewal offers)

o Z = Promote for Renewal but with limited offers (stops all special

renewals from going to customer)

o U = Credit card on file for Auto-Renew invalid (MOD-ARN required)

Delivery Code – How the subscription is being delivered (some subscriptions

are only able to be sent by email)

o ML = Mail only

o ME = Mail and Email

o EM = EMAIL only

o NS = Not Shipped

Expire Date – This shows the date the subscription is set to expire

Promotion Code – This is the code used to place the order

o Clicking on this code will take you to the promotional video associated with

that code

Issues-to-Go - Lists the remaining issues the customer will receive for their

current term.

Final-Issues-to-Go - Lists the remaining issues the customer will receive for all

terms, including any advanced renewals.

Bill-To Ship-To

Once you have selected the appropriate subscription (see above) select the “Bill-To

Ship-To” tab to see the account paying for the subscription (Bill To) and the account the

subscription is being delivered to (Ship To). These will usually be the same person.

Future Terms

Once you have selected the appropriate subscription (see above) select the “Future

Terms” tab to see where information about the future terms (early renewals for the

subscription).

To view the Subscription Information on one of these advanced renewed terms, double

click on the term line or highlight the term line and select “Inquire.”

These terms can be modified without changing the settings of the current term by

selecting “Modify”.

Email

Once you have selected the appropriate subscription (see above) select the “Email” tab

to see email addresses associated with the subscription.

Add, change and delete the email addresses used for e-alerts and updates. Customize

the list frames to include the “Email Status” field to see what status the e-mail address is

in.

Subscription Modifications

To modify a subscription, select the appropriate subscription (see above) and click the

“Modify” button on the right side of the screen.

You will be prompted to enter one of the codes below (or select them from the drop

down menu)

CUS - customer requests cancel

This code cancels a customer’s subscription and issues a refund

When you enter the code, a window will pop asking you to enter comments click “Next”

without entering anything on this screen. You will be brought to a new window.

“Issues-to-credit” should automatically load.

ALWAYS select a reason for cancellation

After you click “OK” a window will pop up showing you how much the refund will

be.

o Note: The “Remaining Liability” on the subscription screen is not always

accurate – refunds are determined by promo code.

PRO – Change Delivery/RN Flag

This code allows you to change the delivery method and/or renewal flag of a

subscription

When you enter the code, a window will pop asking you to enter comments click “Next”

without entering anything on this screen. You will be brought to a new window where

you can change the Delivery Code and/or Renewal Flag as appropriate

Delivery Codes (keep in mind some subs are only available via email):

o ML = Mail only

o ME = Mail and Email

o EM = EMAIL only

Renewal Flags:

o C = Auto-Renew with Auto Charge (auto renews and charges credit

card)

o D = Discontinued Auto-Renew (takes customer off auto renew)

o Y = Promote for Renewal (Marketers only – Subscribers should receive

renewal offers)

o Z = Promote for Renewal but with limited offers (stops all special

renewals from going to customer)

o U = Credit card on file for Auto-Renew invalid (MOD-ARN required)

EXT – Complimentary Term Extension

This code allows you to extend a subscription (i.e. allow customer to receive a set

number of issues beyond the date their subscription would have otherwise expired or

renewed), typically as a cancel-save technique.

We never extend more than 3 issues!

When you enter the code, a window will pop asking you to enter comments click “Next”

without entering anything on this screen. You will be brought to a new window.

Put the number of issues you are extending to the customer – up to 3 – in the

“Complimentary Extended Issues” field.

Select a “Service Reason” (for cancel-saves, select GDWILL)

Click “OK” to return to the Subscriptions Screen.

SAV – Save the cancel

This code is how we mark that we have saved a subscription from cancellation. It

doesn’t actually change anything about the subscription itself.

When you enter the code, a window will pop asking you to enter comments , in the case

of this modification – you put the “Remaining Liability” (from the subscription

information tab) in the comment field, and press “next”.

On the next screen, select the “Service Reason” – this is what you did to save the

account.

RAT – Rate/Term/Postage Change

This code allows you to change the rate of a subscription. It is often used as a cancel-

save technique.Be very careful about what you change the rate to! Affiliates will dictate

which subscriptions’ rates may be changed and to what.

When you enter the code, a window will pop asking you to enter comments click “Next”

without entering anything on this screen. You will be brought to a new window.

On the new screen change only the rate and only to a pre-approved new rate!

o Note: in situations where the customer ordered the wrong term length, i.e.

2 years when they wanted 1 year, dedicated teams may change the Term

Length field too.

Click “OK” to return to the Subscriptions Screen.

REI – Reinstate Non-Pay Cancel

This code allows you to reinstate a subscription that has slipped in to Non-Pay Cancel

Status (N). Note that this process is not for paying off subscriptions in Bill Suspend

Status (B).

When you enter the code, a window will pop asking you to enter comments click “Next”

without entering anything on this screen. You will be brought to a new window.

The date that the customer will begin to receive new issues “Start Back Date”

should fill automatically and be the following month.

Click “Ok” to return to the Subscription Screen.

ARN – Auto-renew modification

This code allows you to place a subscription in auto-renew (such that we will charge

their card for a new term about a month before the current term expires).

When you enter the code, a window will pop asking you to enter comments click “Next”

without entering anything on this screen. You will be brought to a new window.

Change “Renewl Flag” to “C“.

Copy the “Promotion Code” from Subscription Info (you should be able to see it

under the ARN window – see below).

Enter the “Credit Card Type” and “Credit Card Number”.

Enter the “Credit Card Exp MM” (expiration month) and “Credit Card Exp YY

(expiration year).

Click “OK” to return to the Subscription Screen.