FAQ: What happens in ScaleGrowth when a customer's payments in Stripe are blocked or unable to complete for any reason?
A: In the event of payment issues, ScaleGrowth provides several options to manage user access and membership benefits:
Immediate Access Removal
If you want the user to lose access immediately, manually remove them from the corresponding User Group using the "Manage > [[Members]]" or "Manage > [[Providers]]" dashboards, where [[Members]] or [[Providers]] should be replaced with your terminology.
Paused State
Alternatively, you can place the user in a "Paused" state using the same dashboards. Locate and select the user, then choose "Set status to: Paused" under the Action column. This temporarily suspends their access while retaining their User Group information. Once the payment issue is resolved, you can "Restore status" for the user under the Action column. This will restore the original User Groups they had before their access was paused.
Grace Period Policy
The recommended approach is to implement a Grace Period policy. During this period, users continue to receive benefits while being notified of the payment issue. Reminders are sent, and after the Grace Period ends, their status can be set to "Paused." This approach allows users a chance to rectify payment issues before losing access.
The Grace Period strategy involves notifying users about payment problems, providing reminders, and giving them the chance to take action to avoid interruption of services or benefits. This approach has shown higher conversion rates, as users are given an opportunity to address the issue before facing complete suspension.
This method is preferred as Best Practice because, once subscription privileges are lost, it becomes more challenging to re-engage users as they are more likely to think that they were OK without their access in the meantime. Offering a Grace Period allows for a more customer-friendly resolution and potentially retains higher user satisfaction and loyalty.
Automating Your Process
Once you have settled on an approach, you can also set up Workflow Automations for this in accordance to your business logic rules using our Webhooks or APIs:
