Subscription Overview
A subscription includes:- Customer information
- Physical asset (identified by serial number)
- Product and variant details
- Contract terms (length, monthly payment)
- Payment schedule and history
- Cost recovery tracking
Viewing Subscriptions
Navigate to Subscriptions in the left sidebar to see all subscriptions. The list shows:- Customer name
- Product and variant
- Status (Active, Cancelled, etc.)
- Monthly payment amount
- Contract end date
- Cost recovery percentage
Subscription Statuses
Subscriptions progress through different statuses based on their lifecycle:Active Statuses
| Status | Description |
|---|---|
| Active | Subscription is running, payments being generated |
Ended Statuses
| Status | Display Label | Description |
|---|---|---|
ended_completed | Completed | Contract finished, customer returned asset |
ended_buyout | Bought Out | Customer purchased the asset |
ended_upgrade | Upgraded | Customer upgraded to a different product |
ended_early_return | Early Return | Customer returned asset before contract ended |
cancelled | Cancelled | Subscription terminated by admin |
Ended subscriptions remain in the system for record keeping. They show complete payment history and final cost recovery.
Filtering Subscriptions
Use filters to find specific subscriptions:Filter by Status
- Active
- Completed
- Bought Out
- Upgraded
- Early Return
- Cancelled
Filter by Date
- Contract start date
- Contract end date
- Created date
Search
Search by:- Customer name or email
- Product name
- Serial number
- Subscription ID
Subscription Actions
Active subscriptions have several actions available to handle the lifecycle from start to finish.Extend
Add months to the existing subscription. Same asset, same monthly rate.- Open an active subscription
- Click Extend in the top right
- Enter:
- Additional months - How many months to add (e.g., 6, 12)
- New monthly rate - Keep current rate or update
- Click Extend Subscription
Upgrade
Move customer to a different product. Creates a new subscription and ends the current one.- Open an active subscription
- Click Upgrade in the top right
- Select:
- New product - The product to upgrade to
- New variant - Specific variant
- Contract length - Duration for new subscription
- Start date - When new subscription begins
- Enter:
- New serial number - Asset for the new subscription
- Buyout amount - Price for old asset (optional)
- Click Create Upgrade
Replace Device
Swap the current asset for a different unit of the same product while the subscription continues unchanged.- Open an active subscription
- Click Replace Device in the top right
- Enter:
- New serial number - The replacement asset
- Reason - Why device is being replaced (damage, defect, etc.)
- Click Replace
- Asset is damaged and needs replacement
- Customer prefers different color/configuration
- Asset has defects
Buyout
Customer purchases the asset, ending the subscription and transferring ownership.- Open an active subscription
- Click Buyout in the top right
- Enter:
- Buyout price - Amount customer pays to own the asset
- Payment date - When buyout payment is received
- Click Process Buyout
Buyout price is typically the remaining asset value minus income already collected. Set your own buyout pricing policy.
Early Return
Customer returns the asset before the contract ends.- Open an active subscription
- Click Early Return in the top right
- Enter:
- Return date - When asset is returned
- Condition - Asset condition (Excellent, Good, Fair, Poor, Damaged)
- Early return fee - Fee charged for early termination (optional)
- Click Process Return
Cancel Subscription
Admin-initiated cancellation. Use sparingly.- Open an active subscription
- Click Cancel in the top right
- Enter:
- Cancellation reason - Why subscription is being cancelled
- Effective date - When cancellation takes effect
- Confirm cancellation
Payment History
View all payments for a subscription:- Open the subscription
- Scroll to the Payments section
- Payment date
- Amount
- Status (Pending, Paid, Failed, Cancelled)
- Payment method
- Invoice link
Cost Recovery Tracking
Cost recovery shows what percentage of the asset’s acquisition cost has been recovered through subscription income.How Cost Recovery Works
- Asset cost: $1,200
- Monthly payment: $89
- After 6 months: $534 collected
- Cost recovery: 44.5%
Cost recovery above 100% means the asset is generating profit. Below 100% means you haven’t recovered the full asset cost yet.
Viewing Cost Recovery
The subscription detail page shows:- Current cost recovery percentage
- Total income collected
- Remaining to 100% (if under 100%)
Contract End Dates
Every subscription has a contract end date based on the start date and contract length (6, 12, 24, or 36 months). The end date appears prominently on the subscription detail page.What Happens When Contracts End
When a contract ends, customers typically have these options:- Return the asset (subscription ends as “Completed”)
- Buy out the asset (subscription ends as “Bought Out”)
- Extend for additional months (subscription continues as “Active”)
- Upgrade to a new product (subscription ends as “Upgraded”)
Subscription Timeline
The subscription timeline shows all lifecycle events:- Subscription created
- Payments generated
- Payments received
- Actions taken (extensions, replacements)
- Status changes
- Contract end
Viewing Subscription Details
The subscription detail page includes:Customer Information
- Name and email
- Customer type (Individual or Business)
- Contact details
Asset Information
- Serial number
- Product and variant
- Asset status
- Asset location
Contract Terms
- Start date
- Contract length
- End date
- Monthly payment
- Total contract value
Financial Summary
- Total income collected
- Cost recovery percentage
- Next payment date
- Outstanding balance
Payment Schedule
- All scheduled payments
- Payment status for each period
- Total expected income over contract
Common Scenarios
Customer Wants to Keep Asset Longer
Use Extend:- Discuss additional months with customer
- Click Extend
- Add 6 or 12 months
- Confirm new monthly rate
- Save extension
Customer Wants to Upgrade
Use Upgrade:- Customer selects new product
- Click Upgrade
- Choose new product and contract length
- Assign new serial number
- Process upgrade
- Arrange return or buyout of old asset
Asset Needs Replacement
Use Replace Device:- Identify replacement asset
- Click Replace Device
- Enter new serial number
- Document reason for replacement
- Arrange logistics for device swap
Customer Wants to Own the Device
Use Buyout:- Calculate buyout price
- Click Buyout
- Enter buyout amount
- Confirm payment received
- Process buyout
- Transfer ownership to customer
Customer Returns Early
Use Early Return:- Customer requests early return
- Calculate early return fee (if applicable)
- Click Early Return
- Enter return date and condition
- Process return
- Receive asset back
Payment Issues
If payments are failing:- Review payment history
- Contact customer about failed payment
- Update payment method
- Manually mark payment as paid once resolved
Best Practices
Contract Management
- Monitor upcoming contract end dates
- Contact customers 30 days before end
- Offer extension or upgrade options
- Process returns promptly
Asset Tracking
- Verify serial numbers before assignment
- Update asset condition after returns
- Track asset location
- Document any damage or issues
Communication
- Send reminders before payments are due
- Notify customers of contract milestones
- Confirm receipt of returns
- Provide clear buyout pricing
Financial Management
- Track cost recovery for each asset
- Review early return fees
- Set buyout prices strategically
- Monitor payment failure rates
Data Quality
- Keep customer information up to date
- Document all subscription changes
- Record reasons for cancellations
- Maintain complete payment records