Here you will find answers to questions regarding the use and daily routines of using our Recurring Orders feature.
What happens if I use Rebillia's Options / Option Sets in BigCommerce's "option" interface?
Where does the subscription price come from?
How can I change the title / display name of a subscription on my product?
How do subscriptions work with BigCommerce's "Product Pick List"?
I am getting error 409 when trying to create a subscription. What is it?
My customer changed their address in BigCommerce, but it didn't change in the subscription. WHY?
Changing / updating the address book in BigCommerce does not automatically update information in Rebillia for 2 reasons:
1.Customers may have a multitude of addresses in their BigCommerce address book for use on different subscriptions (in B2B environments for example). Rebillia can not decide which address to use for which subscription.
2. Rebillia is connected to BigCommerce, and not the other way around. That means that BigCommerce does not update Rebillia on changes that happened on their side of things – so we don’t have a way to know when a customer changed their information in BigCommerce.
If a customer updated their address book in BigCommerce, make sure they know to go to their “View Subscriptions” interface, edit their subscription and attach the new address to their subscription. Also make sure they did not remove the correct billing address that is attached to the credit card, as Rebillia needs it to authorize their transactions.
I unsubscribed a customer, but the order is still in fulfillment process. Why?
My customer is trying to delete a credit card from his account and can't - what's happening?
Per security regulations, Rebillia does not actually save the card itself, but it saves allowed information in text form (like last 4 digits, card issuer and cardholder name), so the credit card information you (or the customer) see is just a plain text representation of the actual card from Rebillia’s database.
The actual card is being tokenized (a sort of encryption method used by payment gateways) and the token is shared between Rebillia and the gateway.
When a customer tries to delete a card on file, Rebillia will then go to the gateway and try to search for the token that the plain text information represents, and delete it in the gateway.
When they get an error, it means Rebillia couldn’t find the token in the gateway. That means that, due to human or technical error, that token has already been removed from the gateway records and this card is not available anymore.
When a case like this ocurrs, just contact our team and ask to remove the plain text representing the card from our database. Make sure to contact us with detailed information, such as customer and card information.
How do I offer different prices for different frequencies on the same subscription product?
To apply discounts according to the selected frequency, follow these steps:
1. Apply a subscription on a product.
2. Go to “Products” from BigCommerce’s back-end.
3. Edit the product you want to add pricing rules to.
4. Navigate to “Options & SKUs” –> “Rules” in the interface.
5. Click on the ‘Create a Rule’ button and create the rule you want to apply.
BigCommerce’s rules go according to an “if this , then that” logic, for example:
IF “Send every 1 week” is selected/checked – THEN adjust price by removing 10 percent.
Note that you can apply multiple conditions at the same time, for example:
IF “Send every 1 week” / “Send every 2 weeks” / “Send every 3 weeks” is selected/checked – THEN adjust price by removing 10 percent.
There are many more uses to BigCommerce’s rules. You can learn more with the following BigCommerce links:
What would I use Rebillia's "customize product price for recurring orders" for?
I am getting this error - "The options of one or mote products are invalid". What do I do?
Can I use the same option multiple times on a subscription product?
How do I stop Rebillia from re-trying to charge my customers' unsuccessful subscriptions?
Can I migrate / manually enter a subscriber/s into Rebillia?
Currently, there is no interface for merchants to do this by themselves, but the Rebillia team can help you with this! Contact our team through email and let them know you are looking to manually implement customers into your subscription system. Our team will then provide you with a CSV file you need to fill up and send back to us so we could create subscription listings to those customers.
Please note that Rebillia can attach a customer to a product’s subscription, but it can not select the options for the customer (i.e we will subscribe the customer to your Shirt product, but can not select what Size or what Color). All manually implemented customers will be available within the merchant’s interface at the next 3am EST, where the merchant will be able to go over the subscriptions and select the options for the customers.
Furthermore, this migration / manual implementation is subject to technical support hourly rate charges. Rebillia customers who have selected the “Pro Setup & Support” are entitled for 2 hours/month, so make sure you get as many customers together in the same file!
I want to stop offering a subscription plan, but to keep billing existing subscribers
I created an interval and a subscription but it didn't apply on the product
I changed my customer's information and it didn't update in Rebillia
Rebillia will be able to update all information as soon as the next time the customer engages Rebillia –> so that means, the next time the customer logs in to their account in your BigCommerce store.
Should you require to update the information immediately also in Rebillia, just make sure you log in to the customer’s account after you finish all changes. To do so, just find the customer in BigCommerce’s back-end “customers” interface, click on the ‘…’ button on the right-side and select “Login” from the dropdown menu.