Why subscription tickets can't wait
Subscription tickets are frequent, simple and time sensitive. A skip request answered after the next order is charged becomes a refund, and a cancellation handled without an offer is a lost customer. Both happen when the request waits in the queue behind questions that can wait.
- Skips have to land before the next charge
- Cancellations deserve the offer your policy allows
- Every change needs a lookup in another tool
How Yuma handles subscription changes
Yuma connects to your subscription platform and takes the action itself: skip or reschedule the next order, swap a product, change the frequency, pause or cancel, depending on what your platform supports. Your Handbook decides when to offer a pause or a swap before a cancellation, and when to simply cancel, as with every playbook in Yuma 2.0.
Where a tool has no supported integration, Web Actions can make the change in its interface. The same changes work on the phone with Yuma Voice.
| Request | What Yuma checks | What the subscriber gets | Hands off when |
|---|---|---|---|
| Skip | Next charge date | Skipped order and the new date | The order has already been charged |
| Swap | Products the plan allows | The new product on the next order | Your platform can't make the swap |
| Pause | Pause options in your policy | A paused plan and a restart date | No handoff needed |
| Cancel | Your retention playbook | Your offer first, or a clean cancellation | A refund falls outside your policy |
Too much food in the cupboard
A subscriber to a pet food brand writes that food is piling up and asks to cancel. Yuma's playbook offers a slower delivery schedule instead. The customer agrees, Yuma changes the frequency in the subscription platform and confirms the next delivery date. The subscription stays, and no agent was involved.
Benefits
01Timing
No missed cut-offs
Skips and pauses are done right away, before the next charge goes through.
02Retention
Fewer cancellations
Your retention offer goes out on every cancellation your policy covers, not only when an agent remembers.
03Focus
Your team on real exceptions
Routine changes are done, so agents only handle disputes and requests outside your policy.
04Consistency
One policy, every channel
The same subscription rules apply on email, chat, SMS, WhatsApp and phone.
Yuma
Step by step
- 01
Identify the subscriber
Yuma finds the customer and their active subscription. - 02
Understand the request
It works out whether they want to skip, swap, change frequency, pause or cancel. - 03
Offer your retention option
If your playbook includes an offer, Yuma makes it before cancelling. - 04
Act in the platform
It makes the change in your subscription platform itself. - 05
Confirm the change
The subscriber gets the change and the next date in your brand voice.
