Below are some situations you may encounter when setting up Workflows for trial subscriptions. Be sure to review our guide on ReCharge Workflows, as this guide covers the basic setup process. You can also review our Workflow FAQ and Common Workflows use cases.
Sections
- Customers are able to add free trial items through their Customer Portal
- Customers are abusing the free trial
- The product image isn't changing once the free trial is over
- I can't get the workflow to work with Carthook
- The workflow is not working with prepaid subscriptions
- My workflows are cancelling each other out
- Recurring workflows are not getting triggered
Customers are able to add free trial items through their Customer Portal
You can disable the ability to add or swap a product from the Customer Portal. These permissions can be adjusted via the Customer Portal settings area:
However, if you still want customers to be able to add or swap other products, you’ll need to use the duplicate auto renew product as the Workflow trial product. This product is not displayed in the product list in the Customer Portal, only used at checkout.
Customers are abusing the free trial
You may have instances were customers keep buying the free trial and canceling before getting charged.
There’s no way to stop customers from signing up for multiple free trial products, especially since they could just create new email accounts to create more orders.
The best way to avoid customers exploiting the free trial is to adjust your cancellation permissions via the Customer Portal settings. You can eliminate the ability to cancel via the Customer Portal, or require a set number of charges to occur before cancellation is possible. In both scenarios, customers are presented with an email address if they wish to cancel.
The product image isn't changing once the free trial is over
You may have it set up that the customer receives a different product once the free trial is finished. In some cases, you may find the image for the new product is not appearing and the customer still sees the free trial product image in their Customer Portal.
In order to change the product image, the Workflow actions must include the new product-ID and variant-ID for the recurring orders.
I can't get the workflows to work with Carthook
Please note that Workflows will not work if your site uses apps that disrupt our checkout (such as Carthook or One Click Upsell).
The workflow is not working with prepaid subscriptions
At this time, the Workflow tool does not work with prepaid subscription products, only subscription only or one-time and subscription.
My workflows are cancelling each other out
When the actions of one workflow or the end results of one active workflow are matching the search conditions of a different active workflow, the second workflow will get triggered and will perform the second change immediately. Be sure that workflows that are triggered at the same processing points (for example, at checkout) don't have matching actions and conditions as this can cause them to be both applied on the same subscription product.
Recurring workflows are not getting triggered
If you have implemented a gradual change of your subscription orders through the use of stacked workflows and the changes aren't being applied please make sure that the trigger for all of your workflows is correctly set up.
For example, if you want your workflow to get triggered on the second charge you would put 1 as the recurring charge trigger as this means that the workflow will get triggered on the first recurring charge. The initial checkout is not being counted as a recurring charge so note that if you want your workflow to get triggered on the 5th charge you would put 4 as the workflow trigger.
