Best Practice for extending subscription term (goodwill)

[Andrew8ken]

Hi Zuora Community,

We have run into several use cases where our customers wish to e.g. extend the term of a 12 month subscription by e.g. 1 month. The subscription should then continue in a regular auto-renew cycle after a totla of 13 months.

This often happens when a customer is unsatisfied or could not access the service and it gives customer support a simple way to make the customer happy.

However, this is not an easy use case to solve in Zuora due to the way the product cataloge is configured and especially from Salesforce.

How do you deal with this kind of use case?

Thanks in advance,

Andrew

[Yong]

Hi Andrew,

One method I can think of is create three amendments.

The first one is Terms and Conditions, update the Renew term from 12 months to 1 month.

The second one is Renew. Renew the subscription so it extends 1 month.

The third one is change the Renew Term from 1 month to 12 months.

Hope it help somehow. Thanks.

[hardikkumar]

Hi Yong,

Could you please elaborate on your solution, especially step 2 and 3. What I understood :-

Step1 - Create order 1- update T&C - Change renewal term to 1Month (and set NO auto-renew?)

Step 2 - Create order 2 - update T&C - Change auto-renew to yes

Step 3 - Create order 3 - update T&C - Change renewal term to 12.

Thanks