Change, pause or end a subscription

Changing what they pay. Open the subscription and change the price or the products on it. Do it here rather than in the catalogue: editing the product changes it for every customer, not just this one.

An upgrade or downgrade is usually a change to the existing subscription, so the customer's history stays in one place. Start a new one only when the terms genuinely restart: Starta en ny prenumeration med nya villkor

Upgrading through a deal. When the upgrade is sold as a deal, the deal has to say which subscription it changes, or winning it starts a second subscription next to the first and the customer is invoiced twice. There are two ways in. From the subscription, Uppgradera via affärsmöjlighet opens a new deal already set to change it. From a deal, open Offerter: once the quote has a recurring product and the customer has a subscription, choose Ändra befintlig prenumeration and pick the subscription under Prenumerationen som affären ändrar. The quote then loads that subscription's current products. Edit them until the quote shows everything the subscription should contain afterwards, because winning the deal replaces the subscription's contents with the quote rather than adding to them.

When the change takes effect. Every change carries a date. Pick one of today or earlier and the button reads Tillämpa ändringar: confirming puts the new figures on the subscription there and then, because that date has already passed. Pick a future date and it reads Köa ändringar instead. The change is stored, shows up under Köade ändringar, and is applied automatically on the morning of the date you chose. You can edit or cancel it any time before then. Cancelling it also removes any catch-up charge or credit it would have put on the next invoice. If a change cannot be applied, it is marked Misslyckades and the subscription is left exactly as it was; choose Försök igen to apply it again, or Avbryt to drop it.

Changes that need approval. Once a subscription has started, changing its terms (start date, invoice interval, invoice date, payment terms, agreement period, notice, auto-renewal or currency) needs an administrator's approval. An administrator's own change counts as approved when they save it, so it takes effect on its date like any other change. A change made by anyone else is listed under Köade ändringar as Väntar på godkännande, the workspace's administrators are notified, and nothing on the subscription changes until one of them chooses Godkänn or Avvisa. Approving a change whose date has already passed applies it straight away. The sidebar keeps showing the terms in force today; the waiting change, and exactly which terms it changes, is shown under Köade ändringar.

A failed scheduled change is retried after at least 24 hours, up to three attempts in total. After that it stays failed for you to review, retry manually or cancel. An interrupted processing entry is made visible as failed after an hour, but is never replayed automatically: review its subscription first. A failed manual apply now retains its reason and retry count while rolling back any partial change and invoice draft.

A queued change is worked out again on the day it applies, from the subscription as it is then. If someone edited a line in the meantime, that edit is kept and only what the queued change itself altered is changed. Any catch-up charge or credit is recalculated against what has been invoiced by that day, and the contract value moves by the same amount the preview showed. The date shown in the dialog is the date that will be used. The earliest date you can pick is the day the subscription started, and a specific billing cycle only offers cycles that have not started yet.

Choose how to handle the invoice. In the review dialog, choose Fakturahantering separately from the date the change takes effect. Lägg till på nästa faktura carries the catch-up charge or credit onto the next scheduled invoice. Fakturera omedelbart creates a separate invoice draft when the change is applied, without moving the regular billing date. A credit uses negative quantities. Without an automatic accounting connection, it stays as a local draft for manual accounting handling. It can transfer to e-conomic, PowerOffice or Fiken when invoice creation is enabled. Fiken uses its separate credit-note draft. Other automatic accounting systems reject an immediate credit so it cannot silently wait or create the wrong document. The normal integration settings control draft transfer; creating a draft does not book it, send it to the customer or refund a payment. If a Fiken attempt is interrupted, DealJourney keeps the draft UUID and checks it when refreshing invoice statuses. It does not create another draft while the first result is uncertain. A refused or missing draft needs review in Fiken before a new attempt. Fakturera inte changes future prices without any catch-up charge or credit for the already invoiced period. When the change would put a catch-up charge on the customer, choosing it means that money is never billed, so the dialog says how much and asks you to write why; the reason is kept with the change. Only an administrator can waive a catch-up charge this way; anyone else invoices it or asks an administrator. Check the chosen option and preview before confirming. Editing a queued change retains its saved invoice choice.

Backdating, and the money behind it. If you date a change earlier than today, some of that time may already have been invoiced at the old price. The change preview works out exactly how much, names the days it covers, and adds it to the next invoice as a catch-up charge, or a credit if the change was a reduction. You see the figure before you confirm, so if it looks wrong the date is usually the reason. Time that has not been invoiced yet needs no correction, because those invoices have not been produced.

A credit only ever gives back money that was actually overcharged: it is never more than what was invoiced for those days, less what the new price says the customer owes. Products added after a period was invoiced were never on that invoice, so removing them again does not credit their price. Every charge or credit still waiting is listed on the subscription under Korrigeringar som väntar på nästa faktura, with the days it covers and the invoice it will be added to, so you can see it before it is billed.

When you invoice the customer yourself. Turn on Fakturera den här kunden manuellt on the subscription and nothing is generated automatically for it. Use this when the invoice is raised somewhere else, or by hand. The invoice interval stays exactly as it is, because it describes what was agreed rather than what the system does; the subscription simply stops appearing in the nightly billing run, and you can find every subscription in this state on the Manuell fakturering tab of the subscriptions list.

Pausing. Set the status to Pausad when billing stops for a while but the agreement survives: a seasonal break, a dispute being resolved. The subscription is still there and can be resumed.

Ending it. Set the status to Churnad and record when it ended. This is the important one, and it is worth doing on the day rather than eventually.

Why churn must be recorded properly. A subscription left Aktiv after the customer has gone keeps counting towards recurring revenue, so your MRR is overstated and your churn rate looks better than it is. Both numbers are wrong in the direction least likely to prompt anyone to check. Deleting the subscription is no better: it removes the evidence that the customer was ever there, and the loss vanishes from every retention figure instead of being counted.

Stopping auto-renewal is not the same as churning. Turning Automatisk förnyelse off means the agreement lapses at the end of the current term. Until that date arrives the customer is still active and still being billed, which is often exactly what was agreed, but if they have already left, mark it churned rather than waiting.

Reactivating a subscription. Change a churned or closed subscription back to Active to resume it. Its monthly and annual revenue are restored from its current recurring products and agreed discounts; ended and future lines stay excluded. Its recorded contract value and invoice history are preserved.