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This guide explains how to update subscription details such as the rebill date, amount, offer discounts, force ship an order, or cancel a subscription using the customer’s account.
Accessing the Subscription
Accessing the Subscription
Go to the customer’s account in Konnektive.
Locate the Order Information section.
Look for the Active Subscription indicator:
A green “Active” label means the customer currently has an active subscription.
To manage the subscription:
Right-click or Center-click on the subscription link.
This opens the Subscription Information page.
Tip: Always confirm with the customer before making any changes.
Updating the Subscription Rebill Date
Updating the Subscription Rebill Date
If a customer requests to move the next rebill date because they still have products left, follow these steps:
On the Subscription Information page, locate the Rebill Date field.
Click the calendar icon or type in the new date manually.
Example scenario:
Original rebill date: September 26
Customer requests a 3-month extension.
New rebill date: November 26
Click Update Purchase to save changes.
Confirm the update:
Go back to the main account view.
Under the History tab, verify that the new rebill date is reflected.
Note: Always confirm the customer’s preferred next billing date before applying the update.
Updating the Subscription Amount / Applying a Discount
Updating the Subscription Amount / Applying a Discount
If the customer wants to cancel due to pricing, you can attempt a save-a-sale by offering a discount.
Steps to Apply a Discount:
On the Subscription Information page, locate the Amount field.
Enter the new discounted price.
Example: From $62.96 → $55.00
Click Update Purchase to apply the discount.
Confirm the change under the History tab:
The updated price should be reflected.
Tip: When offering discounts, explain the benefits of keeping the subscription at the lower rate to improve retention.
Forcing an Order to Ship Immediately (“Force Bill”)
Forcing an Order to Ship Immediately (“Force Bill”)
If a customer runs out of their product and needs it shipped immediately, you can use the Force Bill option.
Steps to Force Bill:
On the Subscription Information page, locate the Force Bill NOW button.
Click it to push an immediate order.
This bypasses the scheduled rebill date and triggers the shipment right away.
Important:
Only use Force Bill if the customer explicitly requests an urgent shipment.
Inform the customer that they will be charged immediately if applicable.
Canceling a Subscription
Canceling a Subscription
If the customer decides to cancel, follow these steps:
On the Subscription Information page, click Cancel Subscription.
You’ll see the following options:
Refund the Last Rebill
Select this only if the customer requests a refund and the payment was processed via a credit card.
Cancel Fulfillment
Choose this if the order is still being processed and hasn’t shipped yet.
If the order has already shipped, cancellation of fulfillment is not possible.
After selecting the appropriate options, click Submit/Cancel.
Go back to the main account view and confirm the cancellation under History.
Note: If the payment was processed via an external payment source and no card is linked, do not select “Refund the Last Rebill.”
Verifying Changes
Verifying Changes
After any update, always confirm that the changes have been applied:
Go to the main account view.
Click the History tab.
Check for:
Updated rebill date.
Updated subscription amount.
Confirmation of cancellation, if applicable.
Confirmation of forced bill, if applicable.
Updating Credit Card Information on a Subscription
Updating Credit Card Information on a Subscription
Go to the customer’s profile.
Click “Payment Methods.”
Select “New CC” under Payment Methods.
Enter the new card details.
Toggle “Set as the default payment source?” to enable it.
Best Practices & Tips
Best Practices & Tips
✅ Confirm with the customer before making any updates.
✅ Offer save-a-sale discounts where possible to reduce churn.
✅ Double-check the History tab after every change.
❌ Do not force bill without the customer’s consent.
❌ Do not refund unless the customer specifically requests it.
Training Video
Training Video
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