1. All users should be able to service their accounts without human intervention
2. Kartra
2.1. In-app package modifications
2.1.1. Upgrades
2.1.1.1. Silver, Gold, Platinum
2.1.1.2. Diamond and Enterprise
2.1.2. Downgrades
2.1.2.1. Software-based way to check if assets exceed current limits, flagging if unable to downgrade.
2.2. Information
2.2.1. Display
2.2.1.1. My Account
2.2.1.1.1. Enhanced billing display
2.2.1.1.2. List of what “lists” or newsletters they were subscribed to upon purchase
2.2.2. Modify
2.2.2.1. Customer can update their own CC information.
2.2.2.1.1. Back-up credit card, too!
2.2.2.2. Customers can update their billing information for future invoices (for example, being able to include their Company Name and Tax ID)
2.2.2.3. Customers being given the ability to update their email address under Account Profile inside of their accounts. Maybe they should only be given the option to change it once to cut down on account sharing and selling.
2.2.2.3.1. (this is a bigger can of worms)
2.2.2.3.2. Do they currently have the ability to configure a "notifications email"? Such that the email associated with WJ/EW is simply a userid?
2.3. Cancel
2.3.1. Customer can cancel subscription at any time with a click of a button inside their account.
2.3.1.1. This action automatically closes access to their account
2.3.1.2. Are you sure?” pop up with warning in red that appears when button is clicked .
2.3.1.2.1. Desirable to keep access open until subscription renewal date.
2.3.1.3. Tallies a final bill (overrages)
2.3.1.4. Notifies customer via screen and email
2.3.2. Refund automatic so long as it is within parameters.
2.3.2.1. Are you sure?” pop up with warning in red that appears when button is clicked .
2.3.2.2. Immediately closes software access
2.3.2.3. Tallies a final bill (overrages)
2.3.2.4. Notifies customer via screen and email
2.3.2.4.1. Refund AR notifies them of time frame generally expected for CC bank to process return, etc.
2.3.2.5. The ability to generate an AR [X] days after cancellation (for instance, one month free trial of Kartra Silver for Kartra users, etc.)
2.3.2.5.1. In the same vein, once account is cancelled, a button appears inside either their account area with a “reinstate” option (replacing "Sign-up.") Bonus points if we can also put this button inside an AutoResponder email.
2.4. Renew
2.4.1. Maintenance mode
2.4.1.1. $19/mo
2.4.2. Otherwise, limited time (until we delete data per SOP)
2.5. Mid-month account changes
2.5.1. Upon upgrade, option given for Kartra customer to pay for current overages, zeroing out the amount owed on their account, starting the metering process from the beginning, and start the down/upgraded plan limits immediately.
3. Email consistency
3.1. Current WJ/EW customers who go to purchase in-app upsell of WJ/EW, are prompted to use the email address currently on record.
3.1.1. If a second, different email address is used during purchase with a red warning that says, “This email address does not match the original email used during purchase. You must use the same email address in order to seamlessly integrate WJ with EW.” Or, something to that effect.
3.2. For Serial Refunders,
3.2.1. Based on IP
3.2.1.1. System prompt with a warning after they’ve refunded X number of times. If they proceed with refunding, they’ll be blocked from returning.
3.2.1.2. On the X-1 purchase, refund option is greyed out.
3.2.2. Based on email
3.2.2.1. They might come back on a different email, but they won't have access to old content.
3.2.2.2. Can have similar outcomes as IP-based, but less effective.
3.3. For Serial Trial Abusers
3.3.1. If we can track by IP
3.3.1.1. a system prompt should appear when cancelling with a warning that they’ve had X number of trial subscriptions and will need a paid subscription to return.
3.3.2. If they use same email
3.3.2.1. a message should pop up inside of their account (very similar to the User Agreement and the WebinarJam Studio platform) preventing them from using the account and redirecting them to a page to purchase a subscription.
4. GD-CORE
4.1. Information
4.1.1. Display
4.1.1.1. List of what “lists” or newsletters they were subscribed to upon purchase
4.1.1.1.1. Ability to unsubscribe
4.1.1.2. In-app notification that there are only 30 days left to their subscription (for annuals)
4.1.1.2.1. (this has been shown to increase retention -- see cc: ask below)
4.1.2. Modify
4.1.2.1. Customer can update their own CC information.
4.1.2.1.1. Back-up credit card, too!
4.1.2.2. Customers can update their billing information for future invoices (for example, being able to include their Company Name and Tax ID)
4.1.2.3. Customers being given the ability to update their email address under Account Profile inside of their accounts. Maybe they should only be given the option to change it once to cut down on account sharing and selling.
4.1.2.3.1. (this is a bigger can of worms)
4.1.2.3.2. Do they currently have the ability to configure a "notifications email"? Such that the email associated with WJ/EW is simply a userid?
4.2. Cancel
4.2.1. Customer can cancel subscription at any time with a click of a button inside their account.
4.2.1.1. This action automatically either closes access to their account (monthly subscribers) or leaves access open until remainder of billing year completes (yearly).
4.2.1.2. Are you sure?” pop up with warning in red that appears when button is clicked .
4.2.1.2.1. Desirable to keep access open until subscription renewal date.
4.2.1.3. Notifies customer via screen and email
4.2.2. Refund automatic so long as it is within parameters.
4.2.2.1. Are you sure?” pop up with warning in red that appears when button is clicked .
4.2.2.2. Immediately closes software access
4.2.2.3. Notifies customer via screen and email
4.2.2.3.1. Refund AR notifies them of time frame generally expected for CC bank to process return, etc.
4.2.2.4. The ability to generate an AR [X] days after cancellation (for instance, 3 months post refund/cancel, AR sent including 20% off link for WK/EW, etc.)
4.2.2.4.1. In the same vein, once account is cancelled, a button appears inside either their account area with a “reinstate” option (replacing "Sign-up.") Bonus points if we can also put this button inside an AutoResponder email.
4.3. Renew
4.3.1. Once account is cancelled, a button appears inside either their account area with a “reinstate” option (replacing "Sign-up.")
4.3.1.1. Bonus points if we can also put this button inside an AutoResponder email.