Customer portal for subscriptions

A large share of customer questions about subscriptions are the same: a new card, a different account, a short pause, a cancellation. Every question by email costs you time and makes the customer wait a day. In a customer portal the customer handles it themselves.

What customers can do in the portal

• View subscriptions, with the amount and frequency.
• See payments, the 50 most recent ones from Mollie.
• Change payment method, so a new account or card is recorded without your involvement.
• Settle open payments, if you use automatic follow-ups and a payment is outstanding.
• Pause and cancel, if you allow it.

Logging in without a password

Customers log in with their email address. They get a link that is valid for 30 minutes. If a customer has several records with you, for example through a second subscription, they see them together in one overview.

What you decide

Not everything is on by default. Changing the payment method is on, because it only helps you get paid. Pausing and cancelling are off, because they cost revenue. You decide:

• whether customers may pause, and for how many months at most;
• whether customers may cancel, with an optional notice period;
• whether customers can withdraw their cancellation;
• whether you get a notification when a customer changes something;
• which email template the customer gets as confirmation;
• per subscription whether the customer may pause and cancel, regardless of the general setting.

A retention offer on cancelling

If a customer wants to cancel, you can offer something first, such as three months of discount. You choose an existing discount code or let RCUR create a unique code for that one customer. The offer is only made if the subscription has no discount yet and the customer hasn't had one before.

Why this helps

A portal lowers your support load, but it also helps your revenue. A customer who updates their payment method themselves prevents a failed direct debit. A customer who can pause instead of cancel often stays. And whoever cancels anyway does it without you chasing them. See also following up failed direct debits.

What you need

The customer portal is part of the Professional plan (€35 a month), along with the invoicing integrations, discount codes, custom fields, Zapier and API access. It works with your own Mollie account, as described under Mollie subscriptions. A customer can start through a payment link and manage things themselves afterwards.

You can try it free for 7 days, no credit card needed.