Manage Subscriptions subflow: Revert Cancel

LFS version: requires Limio for Salesforce v12.70 or later

Introduction

One popular way to get canceled customers to return is to offer discounts before their term ends. Since there was no specific revert cancellation flow, some agents initiated a cancel on a canceled subscription, and then performed a cancel/save. This processes correctly but makes rules difficult to set up, plus is not straightforward to the CSRs. 

From LFS v12.70 this process gets a standalone subflow

Flow Overview

This section will offer an overview of the Salesforce Manage Subscriptions flow’s Revert Cancel process. It will provide detailed insights into the Flow Builder representation of the Revert Cancel subflow and outline how customization options can enhance your user experience.

• Revert Cancel Screen: captures details of the revert cancel.
• Get Customer Address List: retrieves a list of customer addresses for the current customer from Limio.
• Is Offer Deliverable Decision: decides whether the newly selected offer is deliverable and if it is, the flow navigates to the Delivery Address Screen.
• Payment Selection Screen: allows the user to select a payment method for the order. Hosts a Limio Order Total reusable component which displays a Zuora preview calculation of the order total.
• Selected Payment Decision: based on the selected payment method, navigates to one of the following screens:
  • Zuora Payment Screen: handles payments within a Zuora iframe - used for credit cards and direct debit.
  • Customer Wallet Screen: contains a table with previously used payment methods for the current subscription.
• Order Summary Screen: displays a summary of the order. 
  • Input: Custom billing address fields, Input: Custom delivery address fields allow passing custom details to the respective address objects in the order payload, learn more in Flow Customisation: Add custom fields to the Billing and Delivery address objects

 

Agent's View

This section offers a step-by-step guide for agents navigating the Limio for Salesforce Manage Subscriptions flow. It walks through the main screen components from the agent perspective.

1. Select Subscription: this and the next one are the two common screens at the beginning of a Manage Subscriptions parent flow. 

- Table columns can be customisable, see Flow Customisation: Subscriptions Table Columns
- To manually sync data from Zuora to LFS, see Limio for Salesforce Manual Sync

2. Select an Action:

•  Select "Revert Cancel". After clicking Next, flow navigates to the Revert Cancel subflow.

Note: The Revert Cancel action is available is subscription have the status Cancelled and End Date in the future. Learn more about allowed actions and how to override and customise them in Flow Customisation: Override Supported Subscription Actions

3. Select new offer or continue with the existing one:

• By default existing offer is preselected

• • Or select new offer

Note: learn how to pre-load filters based on the specific journey and subscription criteria in Create rules for filtering the Offer Catalog

4. Submit an Order

At the top of the last screen, users can find an overview of the order to confirm the purchase with the customer. The field set in the top section is dynamic and depends on the order.

After submitting the order, Submit button becomes disabled and users can see order processing status. In case of an error, events entry will contain an error message.

Tips

• When migrating subscriptions from a legacy system, there might be discrepancies in subscription details, especially in dates. We recommend performing a Zuora/Limio sync on all migrated subscription at the end of the migration to ensure data integrity.