Overview
Subscriptions is a feature available with our loyalty program that charges guests a recurring fee for "unlimited" redemption of one reward. For example, a guest who joins your coffee subscription program can pay to receive unlimited coffee every month.
A loyalty member can sign-up for a subscription by logging into their loyalty account on the guest website, navigating to the Subscriptions sign up page, and entering their credit card information. Their credit card will be charged and the subscription benefits will be added to their card instantaneously. After signing up, they can redeem subscription benefits in the same ways and places they would redeem loyalty rewards. They can manage their subscription and cancel at any time via the guest website.
This document assumes you are a loyalty and messaging customer. If you are not, please contact your Account Manager to add those services before proceeding with subscriptions.
Prerequisites for Subscriptions
Paytronix Payments
You will need to configure Paytronix Payments to process payments for subscriptions. If you do not have Paytronix Payments configured or only have Paytronix Payments configured for Order & Delivery, please follow these steps to configure Paytronix Payments for subscriptions:
Email Communication Templates
You will need to setup 4 emails in Email Builder:
Enrollment:
Trial Enrollment (if using trials) - Confirms that the trial period has begun
Enrollment Receipt - Receipt of first subscription payment
Cancellation Confirmation - Confirms the subscription has been cancelled
Recurring Charges:
Renewal Receipt - Receipt of a renewal payment
Payment Failure Notification - Notice of failure to process a payment
Subscription Reward Wallet
You will need to contact support to create a new redeem and flag wallets specifically for your subscription rewards.
Subscription Redeem Wallet: Defines the reward
Subscription Flag Wallet: Checks that only subscribed guests can access the plan’s rewards.
Important: You must create a new wallet rather than using an existing one to ensure proper subscription tracking and redemption controls.
Website Branding
The subscription pages are part of the existing guest web site and can be modified using the same tool the rest of the guest website can be modified with. If you do not know how to do this, please contact support and ask for a training on this self-service tool.
Accessing Subscription Manager
To create and manage subscription plans:
Log into Paytronix Admin
Navigate to Program Administration in the left sidebar
Click Subscription Manager
Creating a Subscription Plan
From the Subscription Manager page, click the CREATE A PLAN button to begin setting up a new subscription plan.
General Settings
Internal Plan Name: The internal name for this subscription plan (not visible to guests)
Plan Name (Guest-facing): The name that will display on the Subscription Page of the guest website
Description (Guest-facing): Explain the benefits of this plan to your guests (displays on the Subscription Page)
Note: To customize more of the language used for Subscriptions, go to Program Administration > Guest Website and under Pages go to Logged In > Subscriptions.
Detail Settings
Availability for Guest Enrollment
Start Date: When the subscription becomes available for guest enrollment (becomes active at 12:00 AM (EST) on the Start Date)
End Date (Optional): When to stop allowing new enrollments
Card Templates it's available for: Select which card templates can enroll in this subscription. Typically its the loyalty card.
Rewards and Redemption
Subscription Redeem Wallet: The wallet that defines the rewards for this subscription
Subscription Flag Wallet: Checks that only subscribed guests can access the plan's rewards
Time Restrictions Between Redemptions: Set how often a subscribed guest can redeem the rewards (e.g., can't redeem again for X minutes after their last redemption). The minimum you can set 1 minute(s).
Pricing
Credit Card Processor: Select your payment processor
Price: Set the subscription cost
Billing Frequency: Choose from:
Monthly
Quarterly
Annually
Note: Billing Frequency cannot be altered once any guests have enrolled in the plan.
Trial Period (optional): Toggle this on to allow guests to temporarily enjoy the benefits of this plan for free. Choose between:
Day(s): Set number of days for trial
Month(s): Set number of months for trial
Billing information is collected at Trial Enrollment and guests are billed once the Trial ends, unless they cancel their subscription during the Trial.
Email Communications
These automated emails will send to subscribers based on their Enrollment and Renewal dates. These emails should be setup as part of the prerequisites and for each of the one select what you created from the dropdowns:
Enrollment:
Trial Enrollment (if using trials) - Confirms that the trial period has begun
Enrollment Receipt - Receipt of first subscription payment
Cancellation Confirmation - Confirms the subscription has been cancelled
Recurring Charges:
Renewal Receipt - Receipt of a renewal payment
Payment Failure Notification - Notice of failure to process a payment
Note: Long Subscription Renewal Reminder sends to subscribed guest on every 12th month of their subscription to comply with some Automatic Renewal Laws. If laws relevant to your business require different timing on reminders, please schedule those communications in Campaign Build
Guest Experience
How Renewal Works
The guest's credit card will be securely tokenized and kept on file. The guest will be charged based on their selected billing frequency (monthly, quarterly, or annually).
If the credit card charge is declined, the guest will be notified by email and their subscription cancelled.
How Cancellation Works
If the guest decides to cancel their membership, they will need to log into the guest website to make the change. They will continue to receive full benefits of the subscription until the end of the period that was already paid for, but they will not be charged again.
Once a guest has completed the cancellation process, they will receive an email confirming their cancellation. All future recurring payments will be canceled.
Promoting Subscriptions
Below are some recommended ways to promote your subscription:
Send an email to your guests announcing the subscription as you would any other promotional campaign
Update your main website to promote the subscription offering
[If applicable] Add subscription functionality to your mobile app by completing the Paytronix Branded App Asset Submission Form.