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Overview:
Use this document as a reference for any Filter Club subscription related concerns or inquiries
First purchase: 30% off (previously 50% off, then 20% off)
Subsequent purchases: 10% off
Only ACCEPT CREDIT CARD PAYMENT for filter club subscriptions.
IMPORTANT:
We should not be asking customers to verify cc on file.
Just walk them through the site where they can manage their account and explain that for security reasons,
we don’t have access to their payment information, only to their billing address.
Also, when providing a customer portal link, make sure to verify the email address associated with the account before providing a link to protect the customer's account.
How to identify if the customer has an active subscription to Filter Club?
There are two ways to check the subscription of the customer.
From the Customer Profile in Shopify
Search for the customer’s name or email address in Shopify
Click More Actions
Select Manage subscriptions to directly access the filter club subscription of the customer in the Recharge Subscriptions App
2. By Checking the Recharge Subscription App
Log in to Shopify
Click Apps
Click Recharge Subscriptions
Click Customers
Search for the customer’s Name or email address and hit Enter
Click Customer’s Name
How to identify if the order is under the Filter Club Subscription?
Under the Order # you will see Recharge Subscriptions after the Order Date
2. If the SKU includes 10.00% Off Auto renew (Ships every xx Months)
3. Under TIMELINE, you will see “Customer’s name placed this order on Recharge Subscriptions”
How to modify Filter Club Subcriptions?
Follow the steps under “How to identify if the customer has an active subscription to Filter Club?” to access the filter club subscription of the customer.
Click Actions
Select whichever is applicable based on the customer’s request
Reschedule next order – this action will allow you to move the next charge date of the customer to a certain date which the customer prefers
Edit frequency – this action will allow you to change the frequency interval of the subscription
Edit subscription product Move Address – this action will allow you to change the shipping address of the subscription
Cancel Subscription
Note: We don’t select delete so that we will still have a record of the subscription of the customer
REMINDER:
WE DO NOT UPDATE payment method- Payment method is set by the customer online or over the phone (last resort).
To ADD Product
Click on the + sign beside Add Product then choose the SKU then it will then ask you to choose the following:
Quantity
Type of Filter
Quantity
One - Time Purchase if customer doesn’t want this added to the subscription
Subscribe - If customer wants this added to the subscription
Delivery Schedule or Frequency
Shipping Address
Next Charge Date is when customer would like it shipped
Once done, CLICK on Add Product
If there is no credit card on file yet, advise the customer to update account information.
Then we can proceed with the payment and ship the filters as requested.
Assign to LEVEL 2
Assign the call to level 2 for the following reasons:
Filter Club Subscription Issue/Error (if it doesn’t automatically renew)
Other concerns/requests not stated above
IMPORTANT:
TRY NOT TO SAVE THE SALE
Make sure to offer moving of next delivery / charge date as applicable before canceling order, unless it is a hard NO
Refund Processing
All refunds must be processed within the recharge interface, be it full or partial refund.
See Refund Request for more details.
Checklist to know if the payment was processed through ReCharge App
In Shopify order, you will see the word auto-renew beside the filter
Note: That for this type of order that has filter club, the payment for the unit is also processed through the Recharge App,
therefore refund for both unit and filter should be done via the Recharge App.
See sample screenshot taken from ReCharge App
2. In Shopify, you should see the ‘Recurring Billing by Recharge (via import) beside the purchase date
3. In Shopify, you should see ‘placed the order on the Recurring Billing by Recharge’ under Timeline
IMPORTANT:
If they cancel, make sure to inform customer that they can reactivate their subscription anytime and provide the
Customer Portal Link
Inform the customer of the Filter Club subscription if we have customers inquiring about filters.
Filter Club Payment Troubleshooting
If a customer is having problems updating a card online for their FC or if it shows
"There is no payment method associated with this subscription."
Per Julie, Support told us it's a known bug. They provided us with this instruction as a workaround.
From the customer portal, click on Payment Methods
Click Add New Payment Method
Add the new card details/ Re-enter card information
Click Update Card
Navigate to Shipping by clicking on the menu at the top
Click the down arrow next to the current payment method
Click Change Payment Method
Click Save
Filter Club Cancellation Request
Acknowledge the customer's request.
Ask why the customer would like to cancel the subscription if not yet mentioned by the customer.
Attempt to save the customer from canceling the filter club subscription. Discuss possible options with the customer.
Identify if there's a need to move the next charge date or skip the delivery
Modify the frequency interval based on the customer's usage (6 months maximum if possible)
Modify the quantity if needed etc.
If the save attempt failed, cancel the subscription as requested by the customer or provide the link https://medifyair.com/tools/recurring/login that the customer can use to manage or reactivate the subscription in the future.
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