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Best Practice for extending subscription term (goodwill)

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,


Support SME

Re: Best Practice for extending subscription term (goodwill)

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.

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

Screen Shot 2019-02-14 at 1.52.55 PM.pngThe third one is change the Renew Term from 1 month to 12 months.

Hope it help somehow. Thanks.