Subscription Renewal Workflow Overview
Overview
The Subscription Renewal workflow helps organizations manage subscriber renewals through a guided campaign-based process. Renewal campaigns can be used to:
- Send renewal emails with personalized renewal links
- Generate printable renewal letters
- Generate renewal orders with balance due payment links
- Track subscriber renewal progress and communication history
The workflow supports multiple subscription types and allows organizations to choose the renewal process that best fits their operations.
Supported Subscription Types
The Subscription Renewal workflow supports the following subscription types:
- Online Theatre / Patron Subscriptions
- Regular Theatre Subscriptions
- Flex Passes
- Standard Subscriptions
- Pick-a-Show Subscriptions
Each subscription type may support different renewal actions and workflows.
Online Theatre / Patron Subscriptions
Supports:
- Renewal Emails
- Renewal Letters
- Generate Orders & Send Balance Due Emails
- Generate Orders Without Sending Email
When using the Renewal Email workflow, patrons are directed to the subscription page where they can:
- Renew the recommended subscription
- Select a different subscription if desired
- Choose their preferred seats and price type (if applicable)
- Complete checkout online
When using a Generate Orders workflow, the system automatically creates renewal orders using the patron’s preferred seating selections and the mapped target subscription. Generated renewal orders use the default price configured in the subscription price group.
Organizations that offer multiple subscription price types (such as Adult, Senior, Student, etc.) are encouraged to use the Renewal Email or Renewal Letter workflows so patrons can select the correct pricing option.
Regular Theatre Subscriptions
Supports:
- Renewal Emails
- Renewal Letters
- Generate Orders & Send Balance Due Emails
- Generate Orders Without Sending Email
Regular Theatre subscriptions do not reserve seats during online renewal or order generation. Seat assignment is handled later by the box office.
Organizations that offer multiple subscription price types (such as Adult, Senior, Student, etc.) are encouraged to use the Renewal Email or Renewal Letter workflows so patrons can select the correct pricing option.
Flex Passes
Supports:
- Renewal Emails
- Renewal Letters
- Generate Orders & Send Balance Due Emails
- Generate Orders Without Sending Email
Flex Pass patrons purchase their pass during renewal and redeem tickets later.
Generate order workflows create renewal orders for the mapped Flex Pass subscription but do not assign tickets during checkout.
Standard Subscriptions
Supports:
- Renewal Emails
- Renewal Letters
- Generate Orders & Send Balance Due Emails
- Generate Orders Without Sending Email
Standard Subscription patrons purchase their subscription during renewal and redeem tickets later.
Generate order workflows create renewal orders for the mapped subscription but do not assign tickets during checkout.
Pick-a-Show Subscriptions
Supports:
- Renewal Emails
- Renewal Letters
Generate order workflows are not supported for Pick-a-Show subscriptions because patrons must select their own events, dates, and seats during the checkout process.
Available Renewal Workflows
The Subscription Renewal workflow supports several campaign types depending on the subscription type selected.
Renewal Email
Sends subscribers an email containing a personalized renewal link.
Patrons are directed to the subscription page where they can:
- Renew the recommended subscription
- Select a different subscription if desired
- Complete checkout online
This is the most common renewal workflow.
Renewal Letter
Generates printable renewal letters using a Renewal Letter template. Letters can be batch printed and mailed to subscribers.
Generate Orders & Send Balance Due Email
Available for supported subscription types.
The system:
- Generates renewal orders
- Creates balance due invoices
- Sends balance due emails to eligible subscribers
Subscribers receive a personalized payment link allowing them to complete payment online.
Generate Orders Without Sending Email
Available for supported subscription types.
The system generates renewal orders without sending customer communication.
This workflow is commonly used when organizations want to:
- Review generated orders before contacting patrons
- Delay customer communications
- Send balance due emails later
Balance due emails can be sent later from the renewal campaign management tools.
Choosing the Right Renewal Workflow
| Workflow | Best Used When |
|---|---|
| Renewal Email | Patrons should select their own subscription type, event dates or seats and renew subscriptions online themselves |
| Renewal Letter | Renewal notices should be mailed to subscribers |
| Generate Orders & Send Balance Due Email | Renewal orders should already be prepared for subscribers |
| Generate Orders Without Sending Email | Orders should be reviewed before sending communications |
Before You Begin
Before creating a renewal campaign, it is recommended to:
- Review your subscription type setup
- Create Renewal Email and Renewal Letter templates
- Determine which renewal workflow your organization will use
Additional Help Articles
Creating Subscription Renewal Email & Letter Templates
Learn how to create renewal communication templates and configure renewal placeholders.
Subscription Renewal Letter & Email
Running a Renewal Email Campaign
Learn how to configure and send Renewal Email campaigns.
Sending Renewal Letters
Learn how to generate printable renewal letters and mailing labels.
Generating Renewal Orders & Sending Balance Due Emails
Learn how to generate renewal orders and send balance due payment links.