Introduction

In circuly, subscriptions can move into an inactive state, either automatically or manually. This happens when they reach their end date or when a customer starts a return, swap or cancellation. Sometimes, though, a subscription needs to be restarted, for example when the customer doesn't return the product on time or when you want to reverse a cancellation.

That's where reactivation comes in. You can reactivate subscriptions manually, or let circuly do it automatically when a product isn't returned in time. With the new Auto reactivate switch, you can also decide for each subscription whether automatic reactivation should apply. This gives you control over the cases where restarting a subscription isn't the right move.

Feature overview

When a subscription is reactivated:

• The subscription status is set back to "active".
• Recurring payments resume based on the previous billing logic or your updated settings.

Reactivation keeps subscriptions running in cases where they were paused due to returns, swaps or buyout considerations, but the product is still with the customer.

There are two ways a subscription can be reactivated:

• Manual reactivation: you reactivate a subscription yourself from the action menu in the Subscriptions tab.
• Automatic reactivation: circuly reactivates the subscription for you if the product isn't returned within the defined period.

Important rules for reactivation

• You can only reactivate subscriptions with the status pending return, pending replacement or pending buyout.
• Subscriptions with the status active, ended or bought out can't be reactivated.
• If auto-renewal was manually turned off, it must be enabled before the subscription can be reactivated.
• Reactivating a subscription can also restart recurring payments, depending on your settings.

Setting to review: Settings > Subscriptions > Recurring Payments > Past billing dates. This setting determines whether recurring payments missed while the subscription was inactive are charged once it's reactivated.

Automatic reactivation

Global settings

Automatic reactivation is controlled in Settings > Subscriptions > Cancel Subscription:

• Return Until Period: the number of days the customer has to return the product after a cancellation or swap.
• Reactivate subscription: enable this setting to reactivate subscriptions automatically if the product hasn't been returned within the Return Until Period.
• Reactivate subscription period (days): the number of days after the Return Until Period that the subscription is reactivated.

Once enabled, this applies to every subscription in pending return or pending replacement whose product hasn't been returned in time.

Auto reactivate switch per subscription

Not every subscription should be reactivated automatically. With the Auto reactivate switch, you can exclude individual subscriptions from automatic reactivation while keeping the global setting enabled for everyone else.

• You'll find the switch in the subscription overview in the Subscriptions tab, next to the Auto renew switch.
• On (default): the subscription follows your global reactivation settings.
• Off: the subscription is not reactivated automatically. If the product isn't returned in time, the subscription stays in pending return or pending replacement.
• You can turn the switch on or off at any time.
• Turning the switch off doesn't block manual reactivation. You can still reactivate the subscription from the action menu once it's in pending return.

[Screenshot: Auto renew and Auto reactivate switches in the subscription overview]

Note: The switch only takes effect if Reactivate subscription is enabled in your subscription settings. If the global setting is disabled, no subscription is reactivated automatically. In that case the confirmation window shows a notice with a link to open the settings.

When to turn off Auto reactivate

Automatic reactivation assumes the customer still has the product and will keep paying for it. When that's not the case, reactivating the subscription causes more problems than it solves. Typical cases are:

• Suspected fraud: the customer can't be reached, the payment method is blocked, or you don't expect the product to be returned. Reactivation would only lead to a series of failed payments and payment failure emails, and would show an active subscription that isn't generating revenue. Handle the case directly instead, for example via debt collection or by charging the product value as a one-time payment.
• Return in transit or lost by the carrier: the customer has sent the product back, but it hasn't arrived yet or the parcel was lost. Automatic reactivation would charge a customer who returned the product correctly.
• Lost or stolen products: you're handling a loss or theft case with the customer. Restarting rental charges for a product they no longer have would be wrong. Learn more about swapping or replacing a lost product.
• Damage or total loss settlement: the product won't be returned because it's beyond repair, and you're charging its value instead.
• Agreed exceptions: you've agreed a later return date with the customer, or you're negotiating a buyout.
• Open debt collection or chargeback: the case is already with Debtist or in a payment dispute, and new charges would complicate it.

Step-by-step guide

How to reactivate a subscription manually

• Log in to your circuly Hub.
• Go to the Subscriptions tab.
• Locate and select the subscription that needs to be reactivated.
• Click the three dots to open the action menu.
• Click Reactivate subscription.
• In the Reactivate Subscription window, review the message.
• Click Confirm to complete the reactivation.

Note: The Reactivate subscription option is greyed out unless the subscription is in a status that can be reactivated, e.g. pending return.

How to turn off automatic reactivation for a subscription

• Go to the Subscriptions tab.
• Locate and select the subscription.
• In the subscription overview, click the Auto reactivate switch.
• In the Auto reactivate subscription window, click Disable.

The subscription will now stay in pending return or pending replacement if the product isn't returned in time. To turn automatic reactivation back on, click the switch again.

What happens after reactivation?

• The subscription status changes to "active".
• Any planned or missed recurring payments are evaluated and triggered based on your system settings.
• The customer is charged again if the system detects unpaid cycles, based on your Past billing dates setting.