How subscriptions work

Subscription-based rental is a PRO and EXPERT feature When you enable subscription-based rental, the first month of rental is paid at the time of subscription. For each subscription-based rental, a subscription is created and associated, then charged monthly on the anniversary date. Each month of subscription is called an instalment, whether paid or not. Each successful charge of an instalment to the customer's payment method is called a recurring payment. You do not need to worry about your customers' monthly charges. When subscribing to a subscription-based rental, your customer saves a payment method with your PSP (Payment Service Provider), which sends us back the bank alias of that payment method so that we can then automatically charge it every month for the entire duration of their subscription.

CHAPTER 1: The subscriptions page in the back office In the Rentals - Subscriptions menu you will find the list of all subscriptions linked to a subscription-based rental. By default, subscriptions are displayed from most recent to oldest. However, you can change this display according to your needs by using the ascending and descending arrows at each column header. Each subscription row displays the following information: • Subscription ID • Customer: first name, last name • Rental ID and its status • ID of the subscribed subscription offer • Name of the subscribed subscription offer • Price per billing period • Subscription duration • Subscription commitment period • Subscription start date • Next scheduled payment date • Current subscription status

You can also filter the subscription display by status. If you select the "Warning" status for example, a list containing only subscriptions with Warning status will be displayed. The Dispute status is highlighted and appears in red. You can export the complete list of your subscriptions by clicking the "Export" button at the top right of the table.

Click on a subscription row to display its payment schedule. Each month of subscription is called a subscription instalment. The first transaction is not counted in the subscription payment schedule; you will find it only in the rental record. Creating instalments Instalments are automatically created by our system via the subscription rebill batch only, and as long as the associated rental has not ended. A rebill = one attempt to charge an instalment to a customer's payment method. There are 4 statuses for instalments: 1° Successful payment 2° Failed payment with a non-definitive error. 3° Failed payment with a definitive error. 4° Without even attempting a charge, the instalment can be created as unpaid directly if the subscription was previously in dispute due to a definitive error returned by the PSP during the charge attempt. For more details on this case, see Step 2 of this article. It is the instalment statuses that determine the subscription status changes described below. You can enable or disable the rebill batch from your back office.

Subscription rebill batch logs You can view the daily history of charges that the system has attempted during the day. The subscription payment schedule For each past instalment, you will find: • The transaction ID • The instalment date • The payment status and its date The Charge icon allows you to make a new charge attempt if the instalment is unpaid. For more information, see this article. The Refund icon allows you to refund the transaction. The Ignore icon allows you to cancel an unpaid instalment. For more information, see this article. The Invoice icon allows you to download the invoice associated with the transaction. When a transaction has been refunded, you can download its invoice and credit note (orange icon). Please note: the invoice is only generated if the payment was successful or if the payment definitively failed. An instalment whose recurring payment cycle has not yet ended does not have an invoice (see step 16 - the Warning status). If the subscription has more than 5 past instalments, pagination allows you to view older instalments.

Payment details in the event of a successful charge The information "i" icon on the payment date allows you to view the payment details and perform your bank reconciliations with the information available at your PSP. Some empty fields are only available in ZIQY logs. Do not hesitate to ask us for them if needed. Chapter 2: The different subscription statuses The 5 possible statuses for a subscription are: • Active • In dispute • Cancelled • Warning • Ended

The ACTIVE status The subscription is in active status as soon as it is created. This is its default status. A subscription in WARNING or DISPUTE status whose unpaid instalments are all settled would automatically return to ACTIVE status. Settling a failed payment instalment will result in: the deletion of the previously generated "unpaid" invoice and the creation of an invoice with a remaining balance of 0 euros. The unpaid instalment will then turn green. Only once all unpaid instalments in the payment schedule have been settled will the subscription return to ACTIVE status. The CANCELLED status The subscription will be automatically cancelled by the system as soon as the rental associated with it is itself cancelled. This is the only trigger for the CANCELLED status. The WARNING status The WARNING status is triggered in two cases: 1° In the event of a failed instalment charge Depending on your recurring payment configuration, the system will attempt to charge your customers at regular intervals for a given period of time. If on the first charge attempt in the series, our system receives a non-definitive error from your payment platform, the charge will not be made and the subscription will go into warning. You will find more information about definitive and non-definitive errors in your payment platform's documentation, but the most common non-definitive error is insufficient funds in your customer's bank account. For more information, you can also refer to this article. 2° When the payment method associated with a subscription IN DISPUTE is updated When a customer whose subscription is IN DISPUTE (see Step 17 below) updates their payment method, the subscription returns to WARNING status. For more information on the effects of updating the payment method, refer to this article.

CONSEQUENCES of the WARNING status: The subscription will remain in WARNING until our system is able to charge the amount due to your customer's payment method. => Once settled, the subscription will return to ACTIVE status. => If at the end of the charge period our system has still not been able to charge the instalment amount, the subscription will move to DISPUTE status. The IN DISPUTE status The dispute status is triggered in three cases: 1° As described above, at the end of the series of charges following your recurring payment configuration if the system has been unable to charge the instalment. 2° If your payment platform returns a definitive error on the very first charge attempt for an instalment. For more information on the consequences of a failed charge, you can refer to this article. 3° If the rental moves to ended because the product is returned, while the subscription is in WARNING status, it will move to IN DISPUTE status.

The ENDED status The ENDED status is triggered automatically when the rental associated with the subscription moves to ENDED status. This change only occurs if the customer returns the product undamaged and all subscription instalments are paid. If unpaid instalments remain at the time the rental moves to ended, the subscription moves to or remains in DISPUTE status.