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All customer care functionality described in this chapter is available only to Subscribe (Premium) customers. Customer care actions in Salesforce can trigger data export that update your Subscribe instance.

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Creating Accounts

You can create Accounts in Salesforce, but accounts do not integrate with Subscribe (synchronize Purchase, Payment Methods, Credits, and so on) until the account (customer) makes a purchase. When the account is integrated, a link is established (either by Vindicia ID or Customer ID) and, going forward, any changes in Subscribe are reflected in Salesforce. Similarly, some changes to Accounts data in Salesforce automatically update the matching data in Subscribe, such as: billing address, payment method, email, or name-value pairs.

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Creating and Modifying the Payment Method

The Payment Method is a Subscribe custom object. Any change to a payment method in Salesforce triggers an update in Subscribe, including creation of a new payment method. The following payment method types are available:
  • Credit Card
  • Electronic Check
  • Merchant Accepted Payment
  • External Billing
Any modification or creation of payment method uses the Vindicia Hosted Order Automation (HOA), removing any PCI compliancy burden on the merchant or Salesforce.

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Creating Purchases

With Subscribe (Premium), you can create two types of purchases: One-Time purchases and Subscription purchases. To create a new purchase in Salesforce, create a new Opportunity and select the Account, Currency and Billing Plan, then add the Opportunity products you want to sell. Only the products from the Pricebook for the currency you select are available. If you discount any of the products you might have to go through a pricing Approval Flow, if you have one enabled. By default, Subscribe does not enable any price approval flows. If you want to quote the customer before creating a purchase, use the Create Quote button on the Opportunity. In this case, Subscribe returns an amount, an expected first bill date, first bill amount and other quote-related fields. Confirm the quote, and click the Create Purchase button on the Opportunity. This generates an API call to Subscribe and creates the purchase. When the call completes, you are redirected to the newly created purchase.

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Modifying and Canceling Purchases

To make changes to an existing Purchase, use the following custom buttons:
  • Cancel Purchase
  • Modify Purchase
  • Replace Payment Method
  • Refresh Purchase
Each of these buttons takes you to a custom flow to complete the action. The Refresh Purchase button can take some time (usually less than 10-15 seconds) but keeps you on the Purchase, after it refreshes, with the latest data from Subscribe. To modify a Purchase, use the dedicated custom button, Modify Purchase. When you click this button, a new opportunity is created with all the information from the purchase. You can change products, add, remove or even modify existing products, or you can change the Billing Plan. From the Opportunity, Subscribe (Premium) provides two custom buttons: Create Quote and Create Purchase. Create Quote shows you a quote of the purchase without making any changes. The Create Purchase button submits the purchase changes to Subscribe.

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Replacing Payment Methods

A dedicated custom button enables you to change the payment method on a Purchase. Click this button to open a custom page listing eligible payment methods for that Account, and select a new payment method. When you save your changes a call to Subscribe updates the payment method, and you are sent back to the Purchase, which now shows the new payment method on the account.

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Managing Credits

Subscribe supports Credits at the account level and at the Purchase level. To manage Credits click the custom button, Manage Credits, for Accounts or Purchases. A custom page opens as shown in the following figure, listing all Credits in two sections: Credits with a balance and Credits with a zero balance (fully consumed). From this page you can issue a new Credit, or fully or partially revoke existing credits. As shown in the following figure, each of the Account issued Credits contains the full history of the credit, with details such as granted, consumed, revoked. Note: Only currency credits are supported.

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Managing Refunds

Subscribe for Salesforce enables Customer Care representatives to manage refunds when needed. The following figure shows the Manage Refunds page. A custom button on each Transaction record of captured funds enables you to issue a full Transaction refund or an individual Transaction item refund. Each refund can be set to Full, Partial (percentage), or Partial (amount). On the custom page of Refund Transaction, under Refund Type, the following options appear:
  • Full
  • Partial—Specify %
  • Partial—Specify Amount
  • Line Item
When you select Full or either of the Partial refund types, the refund is issued at the Transaction level. This means the amount you refund is not distributed per line item. Any consecutive refund for this Transaction also must be at the Transaction level. When you select Line Item, you are directing Subscribe to refund for individual products. You have the same Full and Partial options for Line Item refunds that you have for refunds at the Transaction level. When you issue a line item refund, consecutive refunds can also be at the line item level. Each refund object in Salesforce is linked to the original Transaction; each Line Item refund is linked to its corresponding Transaction Item. This allows you to build custom reports at the Line Item level. The following figure shows the Refund Transaction page, with a Refund Type of Line Item. Note:
  • If a transaction is paid by a Credit (fully or partially), a refund at the transaction level is supported and line item refunds are not available.
  • If you perform a refund at the transaction level, the refund amount is NOT distributed to each line item, and any consecutive refund stays at the transaction level.
  • For every line item refund, the sales taxes are always refunded for the amount you specify for the line item.