At the moment if a user pays early renewal and it fails then subscription status immediately changes to “on hold”.
This happens even if the current period (until the next regular payment) is already paid.
In most cases when subscription switches to on-hold status then access to membership area is restricted or lost
From the customer’s perspective, it creates a very bad experience.
Put yourself in client’s shoes. Imagine that you started a monthly subscription to access the membership area. Your first experience of membership was so great that you decided to pay 3 months ahead after 1st week. But your renewal failed due to some reasons (maybe be card has expired).
And oops. Surprisingly you discover that your current access is lost (due to “on hold” subscription status). But you still should have a few weeks of access – you already paid for it.
Would you be happy? Oh no, I think you would have a very bad UX.
So my request/wish (from pure marketing and UX perspective) is to make a timer which will delay switching to “on-hold” status until the paid period is finished.
Open
Last updated: March 14, 2020
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I was chatting with support about this today and came here to submit a feature request because I was told an early renewal will always set the subscription to On Hold. I was very surprised to find this suggestion from nearly SIX YEARS ago outlining this exact problem. I don’t see any scenario where putting a subscription on hold before it expires makes sense. To add to this example, we have organizational customers that pay us offline and need an invoice to process payment on their end. If we trigger the early renewal so that the invoice is generated, it automatically puts their subscription on hold until they pay the renewal fee for a subscription that hasn’t expired yet. And, our subscriptions are also tied to memberships so this means they lose access to content by trying to be proactive and get payment processed before their expiration date.
Please, please, please update this workflow so that an early renewal does not change the subscription status to On Hold until the following two criteria have been met: payment has not been received AND the expiration date has been reached.