Offer Swapping

Allow customers to change their subscription to a different offer while maintaining their billing cycle and customer data. Swap functionality provides flexibility for customers to upgrade, downgrade, or change to different subscription options.

Setup

Configure Swap Options

1. Navigate to Offers → edit your offer → Swap Options
2. Click Add Swap Option
3. Configure each swap option:
   • Swap Offer: Select the offer customers can swap to
   • Swap Offer Type: Choose when the swap can occur (e.g., "Ongoing Subscription")
   • Description: Add details about the swap option
4. Click Submit to save the swap option
5. Repeat for additional swap options

Using Swaps

User Interface

1. Navigate to customer details and locate their active subscription

2. Click Actions → Swap for the subscription

   

   
   

3. Select the target offer from available swap options

4. Add notes explaining the reason for the swap

5. Click Submit to process the swap

API Integration

Use the Swap Order Offer API to programmatically swap subscriptions to different offers.

What Happens During a Swap

Order Offer Changes

• Updates frequency to match the new offer's frequency (e.g., monthly to quarterly)
• Updates pricing to match new offer structure

Transaction Updates

• Cancels the current scheduled transaction
• Creates new transaction for the next billing cycle using new offer pricing
• Maintains the same scheduled date

Item and Pricing Updates

• Updates order offer items to match the new offer's item configuration
• Applies new pricing from the target offer
• For Shared offers: validates that the target offer includes the same item
• For Custom offers: allows swapping between any configured swap options

Customer Experience

• Customer receives updated subscription details
• Next billing date remains the same
• New pricing and frequency take effect on the next charge
• Historical billing data is preserved
• Subscription continues without interruption

Requirements & Troubleshooting

• Target offer must be configured as a swap option on the current offer's Swap Options section
• Both the target offer and current order offer must be active
• Customer must have an active recurring subscription
• Appropriate user permissions required for manual swaps
• When swapping, the system finds the offer cycle of the current offer and looks for the same offer cycle on the new offer - if the offer cycle does not exist on the target offer, the swap will fail
• Shared to Shared: Only allows swaps if both offers contain the same item
• Custom to Custom: Allows swaps between any configured swap options
• Mixed Types: Shared offers can only swap to other Shared offers with the same item

Benefits

• Customer Retention: Allows plan changes instead of cancellations
• Revenue Optimization: Enables upsells and plan adjustments
• Flexibility: Accommodates changing customer needs
• Seamless Experience: Maintains subscription continuity during changes