silverry_best-practices

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[frank swan]

Subject: Expectations and Current Issues with Customer Portal Settings

Expected State:

1. When users upgrade, the change should take effect immediately, and the current period's payment should be adjusted proportionally based on the time.
2. When users downgrade or cancel, no refunds should be given. The current period's benefits should continue, and the downgrade or cancellation should only take effect in the next month.

Current State:
During testing, we discovered the following issues:

1. If set to "immediate cancellation," users can downgrade at any time and receive a "refund amount" that offsets the next period's charges.
2. If set to "cancel at the end of the billing cycle," users who upgrade must wait until the current period ends for the upgrade to take effect.

Questions:

1. How should the settings be adjusted to meet our requirements?
2. Could you also introduce the best practices in the industry for handling such scenarios?

[red swallow]

Unfortunately, it's not possible to achieve what you want with the Customer Portal at the moment. To achieve those requirements, you'll need to build your own customer management portal.

The Customer Portal has a setting on whether to prorate, however, there's no detailed setting to allow you to only prorate if it's a upgrade. It will always prorate (regardless of upgrade / downgrade)

[frank swan]

So, for SaaS products like Runway, did they develop their own subscription management systems to implement this subscription? Is there a plan to iterate the customer portal to support this solution in the future?

[red swallow]

i'm not familiar with Runway.

if you would like to see more support for this feature/payment method I'd suggest writing to https://support.stripe.com/contact/email to explain your use cases/feature requests as that helps the product team capture demand for prioritisation.

[frank swan]

May I ask if many customers are currently using your customer portal? Could you provide me with some reference customer websites so that I can learn from them?

[red swallow]

I'm sorry but we can't share details of who specifically is using our Customer Portal. I'm a little confused though, as I've mentioned, the Customer Portal won't be able to meet your needs, can you share more on what are you looking to learn about?