Recurbox CUSTOMER USER INTERFACE

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Contents

1.Overvie w ....................................................................................................4

1.1. Introduction .........................................................................................4

1.2. Customer Life Cycle management...............................................................5

1.2.1. Acquisitio n .......................................................................................5

1.2.2. Conversion .......................................................................................5

1.2.3. Retention ........................................................................................8

1.2.4. Increase Valu e ...................................................................................8

1.2.5. Loyalty ...........................................................................................9

2.Customer Experienc e ....................................................................................11

2.1. Cart Page ...........................................................................................11

2.1.1. Products Catalog ..............................................................................11

2.1.2. Registration & Login Pag e ....................................................................15

2.1.3. Payment Pag e ..................................................................................17

2.1.4. Review Order Pag e ............................................................................18

2.2. Self service Porta l .................................................................................20

2.2.1. Dashboard ......................................................................................20

2.2.2. My Orders.......................................................................................22

2.2.3. My Subscriptio n ................................................................................23

2.2.4. T r ansactions ....................................................................................35

2.2.5. Invoices .........................................................................................35

2.2.6. Tickets ..........................................................................................37

2.2.7. Account Managemen t .........................................................................40

3.F A Q .........................................................................................................47

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1.Overview

1.1. Introduction

Recurbox is an all-in-one subscription management software

that promises to take care of all your billing requirements. We help to empower the business with a set of

easy-to-use tools to configure and launch new products, create subscriptions, accept payments globally,

manage change order and provide after-sales service. It also provides powerful analytics tools to gain

insights into prospects or customers.

We provide our customers with a feature-rich user-friendly platform to purchase the products and perform

necessary modifications. They should be able to manage payments, refunds, monitor the transactions

taking place across the accounts. Our platform is organized in a way that a customer goes through a

hassle-free purchase.

Recurbox has two primary components – Customer cart page & self service portal and Vendor application

page

Customer can browse the products to be purchased through cart page. With this platform, customer can

place an order, perform changes to the orders and subscriptions, get to the information on consumption of

services, transaction and Invoice generated for the orders made. The vendor will add the products to the

cart page through vendor application platform.

On the other hand, vendor platform is where sellers configure products, create subscription plans and

manage notifications. It also has dashboards to view sales data, see analytical insights and an Icare

portal to provide customer support.

This guide will assist you to understand how a customer front works and provide end to end solution to

ensure customers enjoy uninterrupted services. we describe all features and outline the flow through

which a customer interacts with the platform.

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1.2. Customer Life Cycle management

A customer life cycle illustrates the stages a customer walks through before, during and after the

interaction with our products/Services. It acts as a framework for our business to communicate with the

customers at every touchpoint.

We strive to represent the product from a customer point of view rather than a product development view.

Focus on how our product meets the needs and provide support to all the users at all stages as they

adopt the product.

There is no hard and fast rule for this cyclical view, but breaks itself into 5 basic stages:

1. Acquisition

2. Conversion

3. Retention

4. Increase Value

5. Loyalty

1.2.1. Acquisition

Capturing the potential target is very important to keep them aware of our company. We make sure they

have the provision of the relevant information on the products/services offered.

A customer can visit our website to know if the products and services available for purchase are of their

interests. The goal should be of converting the visitors into a subscriber.

1.2.2. Conversion

In the conversion phase, the lead time and the onboarding of the customers come at play. This is the

stage where the lead turns into a paying customer.

The major elements of the conversion phase constitute:

1. Provisioning

2. Onboarding

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1.2.2.1.Provisioning

Provisioning calls for all the steps that the customer will be completed before the purchased product is

functional. This usually includes verification of a

valid account, granting authorization, all the rights

associated with those accounts, and all of the resources necessary to manage the accounts. This is set

up by the product team handling the business.

The time lag in making the resources available to the customers is called the “lead time”.

Once the customer selects the product/service from Our website and plans to proceed for checkout,

there are few steps to be followed to complete the purchase:

1. Valid Customer login (Existing users)

2. Making sure the products/services selected are accessible.

3. Proceed to payment and delivery options page.

4. Payment validation through a secured gateway.

5. Review the order page and check out

6. Purchase confirmation message

7. Invoice emailed to the customer's account

Leads that complete a purchase and become customers are an extremely valuable resource especially

that happens with free trials. Supporting a new user is as much as important as following the validations

through initial purchases. This is where Customer Onboarding comes into the picture.

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1.2.2.2.Customer Onboarding

Customer onboarding is the process of helping new customers get started and get the most out of the

product/service you have to offer.

The customer onboarding processes are delivering the customer what was purchased and continue

to give what you offered to which the customer agreed on.

Elements of Customer onboarding we support :

1. Sign up form

2. Registration verification

3. Welcome email

4. First login with purchase

1.2.2.2.1.Sign up Process

The signup process is part of the onboarding strategy. It is not only for people who have signed up.

1. The signup form should be simple and ask for only minimum relevant information for a customer

to start with like “Name” and “ Email “.

2. Complement the sign up with social platform buttons.

1.2.2.2.2.Registration verification

Upon sign up the customer receives a registration verification link to the corresponding email id

that was provided.

Once the link is validated, the customer can fill in the registration form seeking the basic profile

details like name, contact details and address.

The customer can set the password for their profile in this registration form.

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1.2.2.2.3.Welcome Email

After the sign up comes the Welcome Email. this would be the first communication with the

customer.

1.2.2.2.4.First login with purchase

The first login is the first time impression of the customer on Our website shopping experience.

Presenting them with a user interactive UI will leave positive feedback.

1.2.3. Retention

As customers provide information, the business should focus on developing the relationship and

create a more personalized customer experience.

Offering discount vouchers, ensuring complete support post-purchase, periodic Email

notifications, working on the customer feedback and improvising on the product /service can help

to maintain positive metrics of the target population.

1.2.4. Increase Value

The value-added service we as business support :

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Multiple subscriptions, billing models.

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Personalize customer experience.

Provide a Trial period with a subscription plan.

Upgrade or downgrade subscriptions plans anytime with proration.

Mapping discount coupons specific to a customer.

Login channels.

Interactive dashboards

Verified Payment gateway channels.

Display the offers available associated with a product/service.

Display of try and buy products in relevance to the history of the customer purchase.

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Error reporting and feedback form : for reporting errors or providing comment and suggestions.

Getting the customer issues resolved through 24/7 Support :

1. Online service portal: Icare

2. Phone desk support

3. Feedback

1.2.5. Loyalty

The service and the support provided to the customer before and post-purchase decides the overall

customer relationship. This is beyond customer retention. It talks more about the interaction with

customers through various channels.

Customer support rendered either through a self-service portal or through the incident management tool

( ICare) is one high-end investment for the customers to opt for additional services or higher priced

options.

1. A customer can raise an incident through a dedicated online self-service portal.

2. A customer can get their issues and concerns resolved with a service agent by logging into the Icare

portal.

3. Every user is given access to the Icare platform.

4. A user can use the feedback form to report issues encountered with the application/ document and to

give suggestions if any, to help us that serves them better.

Understanding the customer life cycle is essential to understand the current market trend and work

progressively towards business growth.

Lets’s go about understanding the customer site.

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2.Customer Experience

The customer starts their journey by accessing the cart page, adding the items to order, providing the

basic details of customer and registration, provide payment details and place order. The customer

experience does not stop with placing order, they are provided with dedicated self service portal where

they can perform various action such as view their order, subscription, transaction and invoices, Modify

their subscription, download their invoice, manage their profile information and card details and contact

customer support by raising the issue tickets.

The componets under customer experience are :

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Cart Page

•

Self service portal

2.1. Cart Page

Cart page is the first point of interaction of a customer where they can check for the products and

services the company offers for them to purchase, adding the items to cart, register, provide payment

information and place the order

The following pages are displayed to the customer in the sequencial order under cart page:

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Product Catalog

Regisration & Login page

Payment Page

Review Order page

2.1.1. Products Catalog

The product catalog is where the products and services get displayed configured in the vendor platform

for the customers to purchase. To view the customer need not be logged in. The customer will have the

view of product catalogue without the need to login in.

The site allows the customer to add items, remove items and change the quantity of the added items to

the cart. Once the customer decides to proceed with checkout, there will be a need to log in.

Products and services available for purchase will be displayed on the products catalog page.

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2.1.1.1.Type of product catalog

There are two view types of product catalog:

•

Product View Catalog

Plan View Catalog

2.1.1.1.1.Product View catalog

The Product view catalogue is the default view a customer will be portrayed with products/services. Here,

a customer can control the selection of the billing period. Based on the control element chosen, the

respective products and plans will be displayed. All the associated plans will be displayed all together to

choose from.

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2.1.1.1.2.Plan View catalog

The Plan view catalog have few major differences. The changes include in the user interface.

1. No separate control elements to view the set of mutually exclusive monthly and annual charges.

2. It supports to showcase both duration of pricing ( Monthly and Annually) on the same page.

3. There is a provision to select the products based on the plan for example Basic, Pro etc.

4. The Addons also follow the same display of the services.

5. The plans for the addons can be selected from the dropdown.

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2.1.1.2.Features of product catalog

The features of the products page are:

a) Company logo

b) Billing Interval

c) Currency Selector

d) Order Summary

2.1.1.2.1.Company logo

Branding represents the face of your company and plays an important role in creating a business. The

company logo will be displayed at the top left corner as recognition and to create a web presence.

You can customize your logo icon by setting color schemes along with the checkout page, emails, portal

in streamline with your brand.

Login to your account and navigate to settings > Configure > customerfacing essentials>Brand

styles & thems > Manage logo

2.1.1.2.2.Billing Interval

Customer can select the billing interval under which they like to purchase and make subscription. There

are two billing interval provided in catalog:

•

Monthly

Annual

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Monthly Billing Selection will list the product and plans available under monthy charging and Annual

Billing Selecion will diplay plans available under annual charging. Non-recurring and free products and

plans will be displayed under these two billing selection.

2.1.1.2.3.Currency Selector

Currency selector lets customer to choose the currency in which they like to make purchase. They

currencies available under this selector is based on the configuration made on the vendor platform.

2.1.1.2.4.Order Summary

This part of the product catalog list the items added to your card with required details and line amount of

each item and total order value. Customer can also remove items directly from the order summary box.

After adding required items to the cart the customer can click Proceed to Checkout for checkout process.

2.1.2. Registration & Login Page

The first process in checkout is authenticating the customer for their details, since basic details such as

profile and address is must to process the order. After proceeding to checkout from catalog page it will

take the customer to login page where customer has to enter their credentials such as registered email

and password.

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In case of new customer they have to register themselves to the company by clicking “Register here”. It

will take them to registration page where they have fill details and register.

Once after customer registration/ login they will be taken to next process of checkout.

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2.1.3. Payment Page

In Payement customer should enter payment credit card details such as Card holder name, card number,

expiry date and CVV.

In case of already existing customer you can select the card details that has been used befor for the

purchase or can new card detail.

In the same page they can check and update the billing and shipping address. By default there displayed

the registered customer address in both billing and shipping field.

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Once updating the payment and address details click “Continue” to proceed to next process in checkout.

2.1.4. Review Order Page

The final process of checkout is reviewing the order before placing for purchase. Customer can final

check on line price of each item, subtotal value of the cart and Tax applied and Charge that they are

about to pay. In case of recurring subscription there displayed the recurring subtotal & tax applied on

them and future predicted recurring charge.

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Customer Can apply the discount coupon by entering the valid coupon code and click apply button in

Apply Couon section under review order.

Today’s charge amount will be charged from customer for placing the order.

Note:

•

Only today’s charge will be displayed if only non-recurring products/plans are in the cart

•

Today’s charge will be zero if only try and buy product/plans are in the cart and recurring

charge displays the expected charge to be collected from customer once trial day ends.

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In case cart contains non-recurring, paid recurring and try & buy products then non-

recurring charge wont be included in recurring charge calculation. Try & buy product price

will be included in recurring charge calculation

After successfully placing the order it will take customer to success message landing page displaying the

order confirmation and the order ID. Customer can now move to their self service portal from here by

clicking “Click here”

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Note:

•

All recurring paid product will come under one order ID

•

Try & Buy product will come under another seperate order ID

Paid product under lead days will come under another separate Order ID

Each order ID have their own subscription, transaction and invoice ID

2.2. Self service Portal

A self-service portal is a website that offers information and resources to help customers to find their

transactions, manage their subscription & account details and resolve their issues.

Self service portal provided to the customer includes following feature:

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Dashboard

My Orders

My Subscriptions

Transactions

Invoices

Tickets

Account Management

2.2.1. Dashboard

Dashboard page of the self service provides customer key details such as total orders made, Products

and addons purchased and Active subscription.

Each and every product purchased by the customer are displayed under the order product details section

in the dashboard with number of such items purchased by the customer.

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If the customer wants make purchase again then they can click “Buy Now” button on the listed product it

will take them to cart page.

Active order shows the list of orders made up customer recently with order ID, amount of recurring charge

and billing interval type for such order. Customer can dierectly view their subscription details by clicking

“Details” button.

Any actions done by customer or agent on customer details will be listed under Activity log section of the

dashboard.

Account details gives customer the visual reperesntation of their profile details strength. This will help

them to plan and do necessary action to make it cent perentage.

Feedback section under dashboard provide customer to register their feedback on their experience with

company’s service to them. By clicking “Give feedback here” link it will take them to feedback page

where they enter their feedback and submit.

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In feedback form they can select the category to write feedback. These includes review, reporting a bug

and ask a query. This gives continuous interaction between customer and company to act on the better

service to customer.

2.2.2. My Orders

The order list gives customer basic information such as subscription ID, Order ID , Payment Mode, Next

Billing Date, country and status of every purchase. They can also search and sort the orders based on the

fileters given.

Customer can view purchage detail of a particular order by clicking View details under action.

On clicking view details a popup window opens with product details under that order such as product

name, price, additional setup charge, quanity and line total.

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2.2.3. My Subscription

My subscription page list all subscripton made by customer in tablur form with key details such as

subscription ID, Billing frequency, payment mode, next billing date, recurring total and status.

Customer can view complete details of their subscription by clicking view details under action.

Subscription details page contains following details:

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Subscription, Checkout ID, Purchase Sequence and Order ID

Product details

Basic information such as customer ID, payment mode, currency, credit note and delivery date

Important dates which clude subscription creatin date and next billing date

Subscription status

Subscription charge summary

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Following action can be done on a subscription:

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Pause Subscription

Resume Subscription

Modify/ Change order

Change Card details

Cancel Subscription

2.2.3.1.Pause Subscription

Subscription in active status can be paused by pause subscription feature provided in self service portal.

Steps to pause a subscription:

1. Go to subscription to pause.

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2. Click view details

3. In subscription detail page click pause order button

4. A popup winow opens to confirm pause.

Note:

•

Try and buy subscription under trial days cannot be paused.

Subscription cannot be cancelled in paused state by a customer.

2.2.3.2.Resume Subscription

Subscription in paused status can be resumed by resume subscription feature provided in subscription

detail page.

Steps to resume a subscription:

1. Go to subscription in paused state

2. Click view details under action

3. Click resume order button in subscription details page

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2.2.3.3.Cancel Subscription

Subscription in Active status can be cancelled by customer by using cancel subscription feature provided

under subscription detail page.

Steps to cancel subscription:

1. Go to subscription in active status

2. Click view details under action

3. Click cancel order button in subscription details page

4. Give confirmation to cancel in the popup window.

2.2.3.4.Modify/ Change Subscription

Customer can modify the quanity, plans and items in subacription anytime by using the change order

feature provided to them in self service portal.

Note: Subscription under trial days and lead days cannot be allowed to modify unitll their days

passed

Steps to change order:

1. Go to subscription to be modified.

2. Click modify under action (or) Click view details and click modify Subscription / Change order

button from subscription detail page.

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3. It will take customer to change order page contains products and addons of recurring type without

trial days. Where they can modify their orders and click proceed to checkout.

4. After proceeding to checkout it will take customer to review change order page where it displays

the recurring charge befor and after change order for customers comparison.

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Note:

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If new recurring charge is less than existing recurring charge then there will be no charge collected for today.

Such change order is called downgrade and changes will reflect from next cycle.

•

If the new recurring charge is more then existing charge then the subscription will have today’s charge and it the

changes will get reflected immediately. Such change order is called upgrade.

5. Customer can also apply coupon code and get a discount if they are provided with coupon. After

that customer click Place order

The modification that a customer can do to their subscription is of two types.

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Upgrade

Downgrade

2.2.3.4.1.Upgrade Subscription

Upgrade means after changing the subscription the new recurring charge value is greater than the

existing one. In that case customer will be charged for the changes and the modification will reflect

immediately on their subscription.

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Based on the upgrade made by a customer the charge calculated is of two types:

•

Prorate Charge

Prorated Credit

2.2.3.4.1.1.Prorated Charge

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It is calculated when upgrade is done by increase in quantity of the existing Product/

Plan.

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The next billing date will be the same after upgrade

Example:

Consider Subscription with Product A with Plan A of quantity 3 with unit price of $10 with 10%

tax on December 2, 2020

Now we are increasing the quantity to 6

After increasing the quantity:

Current Recurring Charge with Tax: 33

New Recurring Charge with Tax: 66

Total Number of days: 31

Number of days left from the current date: 30 (if changed the same day of initial order)

Prorated Charge with tax = (Price Difference* Number of days left from the current date)/

Total Number of days

= ((66-33) * 30)/31

= (33*30)/31

= 31.94

Prorated charge with tax = $31.94

Current Recurring Charge without Tax: 30

New Recurring Charge with Tax: 60

Total Number of days: 31

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Number of days left from the current date: 30 (if changed the same day of initial order)

Prorated Charge without tax = (Price Difference* Number of days left from the current

date)/ Total Number of days

= (30)*30/31

= 29.03

Prorated Charge without tax = $ 29.03

Today’s charge = Prorated charge with tax

= $ 31.94

Today’s tax

= Prorated charge with tax – prorated charge without tax

= 31.94 – 29.03

= $ 2.91

Then Summary of order is :

•

Today’s charge = $ 31.94

Today’s Tax = $ 2.91

Next Billing date : 2/01/2021

2.2.3.4.1.2.Prorated Credit

It is calculated on the following scenarios of upgrade

1. When Product A With Plan A is Changed to Plan B (final order amount should be higher

than existing)

2. When Product A is removed and Product B is added (final order amount should be

higher)

3. When Product A is added with Product B

4. When Fixed Product A is added with Product B

The next billing date will be exactly the one cycle from the date of current change order

date.

Example

Consider a subscription of Product A with Plan A of recurring charge with tax $40 ordered on

November 30, 2020 with next billing date as December 30, 2020

Now when changing the Plan A to Plan B of higher total recurring value with tax $ 178.2 on

December 2, 2020

In this case the amount left unused in existing subscription is credited to the customer in the

form of prorated credit.

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Old Recurring Value with Tax: $ 40

New Recurring Value with Tax : $ 178.2

Ordered Date : 30/11/2020

Change order Date: 2/12/2020

No of days passed since current date: 28

Total Number of days: 30

Days Passed Ratio formula

= 1 – ((1+ No of days passed since current date)/ Total Number of days)

= 1 - ((1+ 28)/30)

= 0.03333

Amount for service Consumed = Days passed ratio * Old recurring Charge

= 0.03333 * 40

= 1.33333

Amount for the service left (Prorated Credit) = Old recurring charge – Amount for service

consumed

= 40 – 1.33333

Prorated Credit

= 38.6667

Today’s Charge = New recurring Charge – Prorated credit

= 178.2 – 38.6667

Today’s Charge with tax =$ 139.533

Old Recurring Value without Tax: $ 40

New Recurring Value without Tax : $ 162

Amount for service consumed = 0.03333* 40 => 1.3333

Prorated Credit (without Tax) = 40 – 1.3333 => 38.6667

Today’s Charge (without Tax) = 162 – 38.6667 => 123.33

Today’s Tax = Today’s charge with tax – today’s charge without tax

= 139.533 -123.33

Today’s Tax = $ 16.02

Then order Summary

•

Today’s charge =$ 139.533

Today’s Tax = $ 16.02

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•

Next Billing Date: 2/01/2021

2.2.3.4.2.Downgrade Subscription

If new recurring charge is less than existing recurring charge then there will be no charge collected for

today. Such change order is called downgrade and changes will reflect from next cycle.

2.2.3.5.Chage Card Details

Customer can Change the credit card liked to their subscription by change card details provided under

subscriptions.

Steps to modify a card to subscription (Scenario 1):

1. Go to subscription for which card details to be changed.

2. Under action click Change card details. It will take customer to change card page.

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3. Customer can select the cards from the list of saved cards (or) Customer can click add new card

and enter the card details.

4. After changing or adding new card click Update card

This new card will get updated to the subscription and charge is collected through that card in future.

Steps to modify a card to subscription (Scenario 2):

1. Go to Account settings> Manage credit card

2. Hover over the card in which the subscription is linked. There displays the Edit Subscriptions

option

3. Click Edit Subscriptions. It will list the subscriptions linked to the card.

4. Check the list of subscription to be reassigned

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5. After selecting the subscriptions click Re-assign

6. Select the card to which the selected subscription to be reassigned

7. Give confirmation on the confirm popup window

Now the subscription will be reassigned to the selected card with success notification message

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2.2.4. Transactions

Transaction section of customer self service portal list all transaction between a customer and company in

the process of ordering, upgrading and refund.

Transactions are listed in the tabular form with key details of each transactions such as Transaction ID,

invoicing ID, Subscription ID, payment mode, next billing date (if applicable), transaction date and

amount.

Customer can view both successful and failed transactions by switching the tabs.

2.2.5. Invoices

This section of self service portal list all invoices linked to customers transaction between customer and

company.

Invoices are listed in tabular format with key features such as Invoice number, billing frequency, payment

mode, next billing date, invoice date and status

Customer can view invoice their invoice by click view button. It will take customer to invoice details page

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Customer can download copy of a invoice by clicking download Icon under action.

Invoice details page contains following details:

•

Company Address from which invoice generated

•

Tax Registration number

•

Bill to and Ship to address

•

Invoice number and invoice date

•

Order and subscription ID

•

Items details with line total

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•

Tax charged

Discount applied

Grand total and amount to be paid

Information of billing type

Invoice date duration.

2.2.6. Tickets

Tickets section of self service portal provide customer to raise the issue tickets to get resolution from the

customer agent of the company. It also list the tickets raised by the customer in sequenced order in

tabular format with key details such as Ticket ID, category, Sub category, last updated and status.

Steps to create ticket:

1. Go to tickets section in self service portal

2. Click Create New Ticket. It take customer to ticket creation page.

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3. Select the category, subcategory, subscription ID(if applicable), Enter description, attach

document(if required) and click submit.

A new ticket is created and sent to customer support agent to work on the incident raised. This newly

created ticket is called SSP Tickets.

Status Of the ticket:

•

Active – Ticket is not assigened to an agent yet

•

In Progress – Ticket is assigned to agent to work on

•

Waiting for Customer – Ticket needs update from customer

•

Resolved – issue is sorted and resolution is provided

•

Closed – Resolution is accepted and closed

Ticket Details page :

Tickets detail page contails details such as Ticket ID, category, subscription ID, Creation date, status and

correspondence.

Under correspondence customer can chat or update the details that can be viewed by agent.

Agent work update and comments can be viewed by clicking “All comments” button.

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It opens up a popup window showing the activity comments by an agent who working on the ticket.

Closing of Ticket:

If customer accepts the resolution given by agent can close the ticket.

Steps to close the ticket:

1. Go to ticket in resolved state

2. Under action click close ticket

Reopen of Ticket:

If the customer feels the resolution given is not sufficient then they can reopen the closed ticket.

Steps to reopen the closed ticket:

1. Go to ticket in closed state

2. Under action click Re-Open resolved

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3. Give confirmation on the popup window.

Now the ticket will be reopened and agent will work on the ticket again.

2.2.7. Account Management

Customer can manage their account details through account management feature provided in self service

portal.

Folowing can be managed under account management:

•

Profile Information

Manage Credit Cards

Manage Notifications

You can access under account settings option when clicked on profile icon on the top right end of the self

service portal

2.2.7.1.Profile Information

You can view and update your profile information by following the below steps:

1. Go to account setting

2. Click Profile Info. It opens the profile detail form.

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3. Update the details to be changed

4. Click Save Changes

2.2.7.2.Manage Credit Card

Under manage credit card customer can do following action:

•

Add New Credit Card

•

Edit Subscriptions linked to card

Default Card

Delete Card

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2.2.7.2.1.Add New Credit Card

Steps to add new credit card:

1. Go to Account settings> Manage credit card

2. Click Add Credit Card button. Add card form opens up.

3. Enter the card details (card holder name, card number, expiry date and CVV)

4. Click save

2.2.7.2.2.Edit subscription linked to card

Customer can assign the subscription under one card to another card using this feature.

Steps to edit subscription linked to card:

8. Go to Account settings> Manage credit card

9. Hover over the card in the list to be edited. There displays the Edit Subscriptions option

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10. Click Edit Subscriptions. It will list the subscriptions linked to the card.

11. Check the list of subscriptions to be reassigned

12. After selecting the subscriptions click Re-assign

13. Select the card to which the selected subscription to be reassigned

14. Give confirmation on the confirm popup window

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Now the subscription will be reassigned to the selected card with success notification message

2.2.7.2.3.Default card

Customer can assign a default card that will be selected as default payment card in their checkout

process.

Steps to configure default card:

1. Go to Account settings> Manage credit card

2. Hover over the card in the list to be made default. There displays the “Make Default” option

3. Click on “Make Default”

Now the card is made as default with success message

2.2.7.2.4.Delete card

Customer can remove the saved card anytime using delete card feature

Note:

•

Before deleting a card the subscriptions linked to it has to be re-assigned to other card

Card will not allowed to be deleted if it has subscription linked to it

Steps to delete the card:

1. Go to Account settings> Manage credit card

2. Hover over the card in the list to be deleted. There displays the “Delete Card” option

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3. Click on “Delete Card”

4. Give confirmation on confirm popup window

Now the card will be deleted with success message.

2.2.7.3.Manage Notification

This feature lets customer to configure the additional email ID through which they can receive

notifications from the company.

Steps to add email for notification:

1. Go to Account settings > Manage Notification

2. Click “Add Mail” button. Add Notification mail form opens.

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3. Enter the name, email ID, Contact number and select the department.

4. Enable the Receive Emails Toggle (or) Disable to not to receive notification

5. Click save

Now this added email will get added to the list and emails will be received to the email if receive email is

enabled.

Customer can also update or delete the added emails by clicking the respective options from the action

menu provided on the list of email added.

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3.FAQ

Customer Login related enquiries

1.

2.

How I can log in to CUI?

Can I add product without signing up?

Yes, you can add product to the cart without login to the application. But once you proceed to

checkout you have to login with credentials.

3.

Why should I sign up?

Signing up to the application lets to grant you website access thus enabling you to enjoy our

services, unlocking various application features and manage your account data such as basic

information and order & subscription related transaction.

4.

5.

6.

7.

8.

How do I verify my email address? (have to discuss with navneet on this part)

How do I change the email address associated with my Account?

What are the details has to be entred while registering?

How to logout?

What happens to the items to the cart when I logout?

Your cart items will be saved in the database when you logged out and it will be available

whenever you log in back to our application.

Credit/debit card related enquiries

1. How do you fetch bank feeds? Do you store our credentials?

2.

3.

4.

How often are the card statements fetched in?

How do I connect my credit/debit card?

Can I remove a credit/debit card when needed?

Yes, you can remove card details linked to subscription, but you should enter the new card

details prior to next billing cycle.

5.

6.

How Can I change card details on Subscription?

Can I change the card details provided in a Subscription?

Yes, you can change the card details that provided during purchase of subscription.

What happens if a subscription is in dunning and I update my card?

Application will validate the card details and try to charge from the account linked to the card.

7.

General Subscription enquiries

8.

How do subscriptions differ from traditional licenses?

A common differentiation between the two is that subscriptions include the right to use the

software, maintenance and support, whereas term licenses are really only for the right to use

the software

9.

Is support included?

Yes, support is extended to our customers through 24x7 helpdesk and I-care ticket system.

Are there subscription guidelines?

10.

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11.

12.

How do I manage my subscription?

Why is subscription renewal important?

Renewal is important for customers to use our service continuously

How are subscriptions renewed?

13.

At the end of each billng cycles our application tries to charge the customer using the payment

details provided. Once the payment is successful, the customer is acknowledged with email

and subscription is extened to next billing cycle.

14.

15.

What if a subscription is not renewed?

You can always contact us through 24x7 helpdesk and I-care ticket system and we will assist

you in solving the issue

How do I know if I'm properly subscribed?

You will get the details of the subscription whenever you add one and also the subscription is

moved to next billing cycle.

You can also refer your subscription from your account dashboard

Do you offer subscriptions for free?

16.

17.

when does my subscription begin?

Your subscription begins once the required criteria is met such as succesful payment in case of

paid product and successful account & card validation for trail product.

18.

19.

Whom can I contact if I encounter problems with my subscription?

You can contact our 24x7 helpdesk or register the issue in I-care ticket system our agent will take

care of your issues

Do subscriptions renew themselves automatically?

Yes, subscription renew automatically provided the vaild payment details

20. How long does a subscription last?

Subscription will last based on the billing cycle of the subscription and payment status at the end

of each billing cycle. Normally for one monthly billing cycle the subscription last for 30/31 days

and for annual billing cycle it last for 365 days.

21. What's your refund policy?

22. What happens when a trial expires and a credit card has not been captured on the subscription?

23. I forgot to cancel my trial account and I was charged, can I get a refund?

You can contact our 24x7 helpdesk or register the issue in I-care ticket system our agent will take

care of your issues

24. How can I see which plan am I on?

Billing related enquiries

25. How am I billed if I pick a plan in trial period?

You will be sent an invoice email containing the trial subscription details but you wont be charged

and invoice amount will be zero.

26. what is monthly billing?

You will be charged monthly for the subscription and acknowledgement is sent to your mail. This

process is applied for the subscription of monthly billing cycle.

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27. what is annual billing?

You will be charged yearly for the subscription and acknowledgement is sent to your mail. This

process is applied for the subscription of annual billing cycle.

28. How can I get help resolving a billing issue?

You can contact our 24x7 helpdesk or register the issue in I-care ticket system our agent will take

care of your issues

Payment related enquiries

29. What payment gateways do you offer?

30. What currencies do you support?

31. Can I use the app in another country or currency?

You can use the app from any country. The currency for payment depends the items you order.

32. My card is expired. How did it still get charged?

Transaction will be failed for expired card. You have to update the valid card details to the

subscription before end of billing cycle or on the dunning process.

33. What payment gateways are supported?

34. What can I do payment when my card is declined?

What will happen when card validation failed during payment? .

35.

Will I get any mails during card payment process?

Yes, you will get mail notification for every payment process

36. Can I have an extension on the due date of my bill?

37.

My credit card expired or was declined, so my payment failed. How do I prevent my account

from being suspended? .

You can contact our 24x7 helpdesk or register the issue in I-care ticket system our agent will take

care of your issues

38.

39.

40.

Why was my credit card declined?

Where can I find details of my next payment?

What happens when a subscription’s current billing cycle ends while they’re still in dunning?

41. Why I need to enter payment details when no initial payment is due?

It is must to enter the payment details for trail products eventhough there is no due to be paid for

that. But it is required for us to charge you once trail period, for that reason it is must to enter the

payment information.

Customer profile management enquiries

42.

43.

44.

45.

46.

47.

Where I can find my profile details?

Is there any way to edit the profile info?

How to update my profile?

Where I can find my contact details?

Is there any way to edit the contact info?

How to manage my contact?

Product page enquiries

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48.

49.

50.

51.

52.

53.

54.

55.

56.

57.

58.

59.

60.

61.

62.

63.

64.

65.

How to select Billing Interval?

How to select the currency through which I purchase the product?

How to Add Items to the cart?

What are the types of product available for the purchase?

What is recurring product?

What is non-recurring product?

What is fixed price product?

What is variable price product?

What is pricing model?

How the Flat fee plan is charged?

What is per unit product? How it is charged?

What is Volume product? How it is charged?

What is Tiered product? How it is charged?

What is Stairstep product? How it is charged?

What are the types of add-ons available for the purchase?

How I can remove Items from the cart?

How Can I get to know the pricing modal of the product?

How can I change the shipping and billing address while ordering?

66. What is the exact interval for a monthly subscription, i.e. is it 30 days?

67. Can I use a subscription like a variable product?

Yes, you can change plans for the subscription whenever required.

68. What's an Add-On?

69. Are Add-Ons a standalone product?

70. How do I know how many Add-Ons I need?

Order related eqnquires

71.

72.

73.

How to view my order details?

What are the details available under each order detail?

How I know about my subscription consumption detail?

Subscription related enquiries

74.

75.

76.

77.

How to view my subscription details?

What are the details available under each subscription detail?

How do I manage my subscription?

How to Change by subscription?

Pause & Resume subscription

78. How can I stop renewals temporarily?

You can stop renewals temporarily by pausing the subscription

79. How can I pause a Subscription?

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80. What happens after a subscription is pasused?

81. What happens if I pause a subscription and then cancelled ?

82.

Will I be charged for the paused subscription if I keep it paused m6ore than the actual billing

cycle period?

83.

Can Paused Subscriptions be changed?

No, Paused Subscription can’t be allowed to change. Only the active subscription can be

allowed to change the order.

84.

What happens to unused period when I pause a subscription?

The unused period when a subscription is paused are available to user to consume once it is

resumed.

85.

86.

How can I resume a paused subscription?

Will my subscription resume immediately?

Cancel Subscription

87.

88.

89.

90.

91.

92.

How can I cancel a subscription?

What happens when subscription is cancelled ?

Can I get refund for cancelled Subscription?

What happens to unused period in a subscription after cancelling?

What happens to my data if I cancel my subscription?

Can I cancel my subscription before the end of my commitment period?

Yes, you can cancel your subscription anytime.

Change Subscription

93.

94.

95.

96.

97.

98.

99.

How to Change by subscription?

Why change order is not available for certain subscription?

What happens when I change plan?

What is downgrade of subscription?

What is upgrade of subscription?

How can I upgrade a subscription?

Why am I receiving an invoice after downgrading/upgrading?

100. What is prorated charge?

101. How can I downgrade a subscription?

102. What is prorated credit?

103. When will my Subscription Upgrade apply?

104. When will my Subscription downgrade apply?

105. How can I change the plan of the current subscription?

106. When will the changed plan on the susbription will reflect after changing ?

107. How can I switch plans ?

108. Can I switch plans ?

Yes, you can switch plans

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109. Can I downgrade my subscription during my commitment period?

110. What happens if I upgrade to a higher tier during my commitment period?

111. Can I change the product on a subscription?

Yes, you can change the products in your subscription.

Invoice enquiries

112. How Can I download invoice? (2.3.1.2)

113. What details are mentioned in invoice? (2.3.1.2)

114. When the invoice is generated ? (2.3.1.2)

115. How can I see and download my past invoices? (2.3.1.2)

116. Can I add or change my billing details on previously issue invoices

You can contact our 24x7 helpdesk or register the issue in I-care ticket system our agent will take

care of your issues

117. What should I do if I haven't received my invoice?

You can contact our 24x7 helpdesk or register the issue in I-care ticket system our agent will take

care of your issues

Tax related enquiries

118. Can I see the tax split in invoice or bills?

Yes, you can find the tax slipt up details on the your invoices.

119. On what basis the taxes are collected?

120. Is there any tax exception?

121. Who is eligible for tax exception?

Discount & Coupon enquiries

122. Where I can apply discount coupon code?

123. How can I get the discount code?

124. Why discount code is not applying on change order?

If you downgrade your subscription then, the discount cant be applied. Coupon code is valid

only for upgrade.

125. How will I get to know about discounts ?

126. How will I get the coupon code for discount?

127. Is the coupon code is product specific ?

Yes the coupon code is product specific.

128. Is there is any expiry date for the coupon code ?

129. Whether coupon code will apply for all billing cycle?

It depens the type of coupon code. You can contact our 24x7 helpdesk for queries

130. What are the types of coupon code available to me?

There are two types of coupon code available for customer. They are fixed coupon and

percentage coupon.

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131. How I get to know about the pre requisite for coupon code?

132. Why the coupon code is not applying on my orders?

You can contact our 24x7 helpdesk or register the issue in I-care ticket system our agent will take

care of your issues

133. Can I use multiple coupon code per order?

No, you are allowed to use one coupon per order.

134. Are there any active codes at the moment?

You can contact our 24x7 helpdesk for queries

135. What are the best codes currently available ?

You can contact our 24x7 helpdesk for queries

136. What is percentage discount?

The discount is applied on items price in percentages.

137. What is fixed discount?

The discount is applied on an item price in fixed discount amount.

138. How can I know my coupon redemption limits?

139. Can I apply discounts while changing susbcriptions?

You can apply coupon code on changing the subscription and it should be a upgrade.

140. Why I cant able to apply discount when changing the subscription?

Discount is applied only for change order upgrade.

141. Whether discounts are available for addons?

Yes, discounts are available for addons

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