Package Subscriptions Renewal

Subscriptions renew automatically with payments processed using the saved credit card on the owner's profile at the specified intervals. The corresponding package is then added to the owner's account. The renewal date is determined by the Starting on date. If left blank, it defaults to the date of purchase.

If you use multiple credit card processors, charges for subscriptions will go through your preferred processor, as set up under Left-hand Navigation: Admin » Credit Card Processing.

Upon renewal, the system attempts to charge the customer the price of the package at the set interval.

• If successful, a receipt is generated, the Invoice email is sent, and the package is added to their account.
  
  
• If the charge fails, the system will retry the charge once per day for 5 days. If the payment still fails, the system will automatically cancel the subscription after the 6th attempt. The Notification "Subscription Failed Payment" will display after the final attempt for users in a Group that are set to have that notification permission.
  
  
• If a subscription is automatically canceled, you must manually restart the subscription.

 Important:  Subscriptions will update on a set number of days, not on a certain day of week or certain day of the month. If there's a payment failure for subscriptions, the renewal date will be updated for the next cadence. If having the renewal on a specific day of the week or month is important for your business, we'd recommend using our Memberships feature. More information may be found here: Memberships (Feature Overview)

Subscription Renewal Schedules

• Weekly Subscriptions: These subscriptions renew every 7 days. If you purchase it on a Monday, it will automatically renew at 11:59 pm on the following Sunday, and new credits become available on the following Monday.
  
  
• Bi-weekly Subscriptions: These subscriptions renew every 14 days. If you purchase it on a specific day, it will automatically renew at 11:59 pm on the 13th day, and new credits become available on the 14th day.
  
  
• Monthly Subscriptions: These subscriptions renew on the same day of the month. If the date doesn't exist in a particular month, then the subscription renews the calendar date before. It returns to the correct date for the next month. For example, if you purchase on the 31st of January, February doesn't have a 31st day, it will renew on the 27th at 11:59 pm. New credits become available for the 28th day. In March, credits will renew on the night of the 30th.
  
  
• Annual Subscriptions: These subscriptions renew on the same day of the year. If the date doesn't exist, it defaults to the last existing day. For example, if you purchase on February 29th in a leap year, it renews at 11:59 pm on February 27th, and new credits become available on February 28th.

Customer Communications

Seven days before renewal, the Subscription Renewal Reminder Email is sent if enabled for the particular subscription frequency from Left-hand Navigation: Admin » System Email. You cannot disable the Subscription Purchase Receipt nor the Annual Subscription Renewal Reminder Email templates due to regulations surrounding subscription-based purchases.

Important: To comply with industry regulations for recurring payments, Gingr automatically sends subscription receipts and renewal reminders to pet parents. These emails must include subscription terms and cancellation instructions and cannot be disabled. You’ll find two default templates under Admin > System Email: Subscription Purchase Receipt Email & Subscription Renewal Reminder Email.  These templates are required and always enabled by default. While you can customize the wording, the subscription terms and cancellation info must remain to meet compliance standards.

App Notifications

The Notification "Subscription Failed Payment" will trigger after the final payment attempt for users in a specific group, provided they have the appropriate notification permissions. To enable this, navigate to Left-hand Navigation: Reports & More » Groups and turn on the Notification: Subscription Failed Payment permission for the desired user groups.

• This permission can be local to only the location where the package is for or can be global, meaning a notification will display at all locations when a customer's payment fails.
  
  
• For more information, see our article Notifications Center.

Related Resources

• Package Subscriptions Topic Outline
• Create a New Subscription Type How-To
• Subscription Type Field Guide Reference
• Create Packages for Additional Services How-To
• Sell Package Subscriptions How-To
• Cancel Package Subscriptions How-To