Summary

Subscriptions renew on their own. Gingr charges the saved credit card on the owner's profile at set intervals and adds the package to the owner's account. This article explains the renewal schedules, failed payments, and customer emails.

How Renewal Works

The Starting on date sets the renewal date. If you leave it blank, it defaults to the purchase date.

If you use more than one credit card processor, subscription charges go through your preferred processor. You set it in Left-hand Navigation: Admin » Credit Card Processing.

At each renewal, Gingr tries to charge the customer the package price.

• If the charge works: Gingr makes a receipt, sends the Invoice email, and adds the package to the account.
• If the charge fails: Gingr retries once a day for 5 days. If the payment still fails, Gingr cancels the subscription after the 6th attempt. Users in a group with the notification permission then see the "Subscription Failed Payment" notification.
• If Gingr cancels a subscription: You must restart it yourself.

Important: Subscriptions renew after a set number of days, not on a set day of the week or month. If a payment fails, the renewal date moves to the next interval. If you need renewals on a specific day of the week or month, use the Memberships feature. See Memberships (Feature Overview).

Renewal Schedules

• Weekly: Renews every 7 days. If you buy on a Monday, it renews at 11:59 pm the next Sunday. New credits are available the next Monday.
• Bi-weekly: Renews every 14 days. It renews at 11:59 pm on the 13th day. New credits are available on the 14th day.
• Monthly: Renews on the same day each month. If the date does not exist in a month, it renews on the calendar date before. It goes back to the correct date the next month. For example, you buy on January 31. February has no 31st, so it renews on the 27th at 11:59 pm, and new credits are available on the 28th. In March, credits renew on the night of the 30th.
• Annual: Renews on the same day each year. If the date does not exist, it uses the last day that exists. For example, you buy on February 29 in a leap year. It renews at 11:59 pm on February 27, and new credits are available on February 28.

Customer Emails

Seven days before renewal, Gingr sends the Subscription Renewal Reminder Email. It sends only if you turned it on for that subscription frequency in Left-hand Navigation: Admin » System Email. You cannot turn off the Subscription Purchase Receipt or the Annual Subscription Renewal Reminder Email templates, because of rules for subscription-based purchases.

Important: To follow industry rules for recurring payments, Gingr automatically sends subscription receipts and renewal reminders to pet parents. These emails must include subscription terms and cancellation instructions, and you cannot turn them off. You can find two default templates in Admin » System Email: Subscription Purchase Receipt Email and Subscription Renewal Reminder Email. They are always on by default. You can change the wording, but the subscription terms and cancellation information must stay.

App Notifications

The "Subscription Failed Payment" notification shows after the final payment attempt. It shows for users in a group that has the notification permission.

1. Go to Left-hand Navigation: Reports & More » Groups.
2. Turn on Notification: Subscription Failed Payment for the user groups you want.

This permission can apply to one location only, where the package is. It can also be global, so a notification shows at all locations when a customer's payment fails. See Notifications Center.

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