Customers may want to switch to a different product or service plan that better meets their needs. This can result from changes in usage, the need for more features, seeking better pricing, or promotions and new offerings from your business.
It is important to ensure the new subscription product is compatible with the customer’s current subscription product. For example, product price must meet certain criteria for a successful switch.
Product price
When switching a customer to a new product, the system checks if the switch is possible and determines the appropriate price based on:
- currency of the new product
- location, either default or listed in the product currencies and locations
The matching logic aims for the new price to match the current product price as closely as possible, considering both currency and location.
For a successful switch to a new product, several conditions must be met:
- The new product price must have the same currency as the current product
- The new product price must either:
- match the same location or have an option to fall back to a price without a location
- have no location if the current product price also has no location specified
Location matching:
- If the current product has a price associated with a specific location, the system first checks for a matching location in the new product. If unavailable, it checks for a price with the same currency and no location. If both options are present, the price with the matching location takes priority.
- If the current price does not include a location, the system will search for a new product price with a matching currency without a location. This can be a default price or an additional price listed in the product currencies and locations.
If no applicable prices are found, the system cannot switch the customer’s subscription to the new product.
Product with trial
Another important consideration before switching products for an active subscription is managing customer expectations when the new product includes a trial period.
The product trial period is intended to give customers a free or discounted period before regular billing begins. However, if you change the product for an active subscription, the system does not apply a trial of the new product. Trials apply only at the start of the initial subscription and switching products during an active subscription does not meet this condition. The customer is charged the full non-trial price, following standard billing practices.
If you want to keep the active subscription and offer a temporary price as a trial, consider switching the customer to a product with the desired temporary price. Let the system charge that amount once or several times, and then switch to the intended product.
Switch product
subscription_id and the new_product_id for a successful product switch.
- Go to Billing.
- Find the needed subscription and click on it.
- In the Product section, click on Change product.
- Select the needed product from the dropdown list.
- Click on Save to confirm the product change.
After the request is processed, you receive a callback confirming the new product name. The new product settings take effect on the next billing date, and the customer is charged for the new product in the next billing cycle.