[INTERNAL] Ecwid third-party billing (App Subscriptions) cancellation, reactivation, plan changes and dunning

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Ecwid is one of Vend's third-party billing partners, where the subscription for Ecwid is charged alongside the retailers Vend subscription. 

Vend supports all Billing requests for the integration, while Ecwid support all technical requests.

To service a billing request for Ecwid third-party billing (App Subscriptions), use the dropdown menus below.

Cancellation

When a retailer wishes to cancel their Ecwid third-party billing, advise the retailer to follow the steps below: 

  1. Navigate to Setup -> Billing -> App Subscriptions

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  2. Identify the third-party app you wish to cancel
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  3. Click the trash icon to remove the subscription
    Screen_Shot_2021-04-20_at_4.43.45_PM.png

This will cancel the third-party billing AND the Ecwid account. No further action is required from Vend support.

Reactivation

A retailer that has cancelled a Ecwid third-party billing integration is unable to self-serve for reactivation. They need to send a request to Vend Support to reactive the third-party billing within 90 days of cancellation. 

RAs must escalate to Billing Specialist with Primary Admin approval using the Escalation:: Ecwid:: Billing Specialist (Finance) macro.

Billing Specialist:

  1. Reactivate the Ecwid third-party billing in Chargify
  2. Reactivate the Ecwid account via the Ecwid Partner Control Panel
  3. Notify the retailer that the requested change(s) have been made
Plan changes

A retailer is unable to change an active subscription themselves, e.g adjust components or change plan, however they can request these changes from Vend Support.

RAs must escalate to Billing Specialist with Primary Admin approval using the Escalation:: Ecwid:: Billing Specialist (Finance) macro.

Billing Specialist:

  1. Adjust Ecwid components and/or change plan in Chargify
  2. Reactivate the Ecwid account via the Ecwid Partner Control Panel
  3. Notify the retailer that the requested change(s) have been made
Dunning

A retailer that enters dunning for a Ecwid third-party billing integration will be notified via email. 

RAs must assign these contacts to the Billing swimlane to be addressed by a Billing Champ.

Billing Champs:

  1. Confirm dunning status in Chargify*
  2. Advise the retailer to update their credit card details by navigating to Billing -> Account -> Edit Credit Card Details

*It is not possible to see that third-party billing subscriptions is in dunning via the UI

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