Managing Customers and Subscriptions

Customer & Subscription Management

Learn how to effectively manage your customers, handle subscription issues, and provide excellent support.

Customer Dashboard Overview

Access customer management from Customers in your dashboard:

• All Customers: Complete list with search and filters
• Active: Customers with active subscriptions
• Expired: Subscriptions that ended
• Suspended: Temporarily disabled accounts
• New This Month: Recent sign-ups

Viewing Customer Details

Click any customer to see:

Account Information

• Name, email, registration date
• Total lifetime value (LTV)
• Number of subscriptions
• Payment history
• Support tickets

Active Subscriptions

• Product name and price
• Status (Active, Suspended, Expired)
• Next billing date
• Panel credentials
• Connection details

Quick Actions

• Extend subscription
• Change package
• Reset credentials
• Suspend/Unsuspend
• Refund payment
• Send message

Common Customer Requests

1. Password Reset

Issue: Customer forgot their panel login credentials

Solution:

1. Go to customer's subscription
2. Click View Credentials
3. Click Reset Password
4. New password generated automatically
5. Click Email Credentials to send to customer

2. Extend Subscription Manually

Issue: Payment failed but customer paid via other method

Solution:

1. Open subscription details
2. Click Extend Subscription
3. Choose duration (1 month, 3 months, etc.)
4. Add note: "Manual extension - PayPal payment received"
5. Click Extend
6. System updates panel automatically

3. Change Package/Upgrade

Issue: Customer wants more connections or different package

Solution:

1. Go to subscription
2. Click Change Package
3. Select new package from dropdown
4. Choose when to apply:
   • Immediately: Changes now, prorates remaining time
   • Next Billing: Changes at renewal
5. Click Apply Change

4. Refund Request

Issue: Customer not satisfied, wants refund

Solution:

1. Review refund policy (typically 24-72 hours)
2. Go to customer's payment
3. Click Refund
4. Choose refund type:
   • Full Refund: 100% returned
   • Partial Refund: Prorate based on usage
5. Enter refund reason
6. Click Process Refund
7. Payment gateway processes within 5-10 days

5. Suspend Abusive Account

Issue: Customer sharing credentials or violating ToS

Solution:

1. Document the violation
2. Go to subscription
3. Click Suspend
4. Add suspension reason: "Account sharing detected"
5. Account disabled in panel immediately
6. Send email notification explaining reason

Subscription Lifecycle Management

New Subscription Flow

1. Customer completes checkout
2. Payment processed by gateway
3. IPTVbp creates subscription
4. Account provisioned in panel
5. Credentials emailed to customer
6. Status: Active

Renewal Flow

1. 3 days before expiry: Reminder email sent
2. On renewal date: Payment attempted
3. If successful: Subscription extended in panel
4. If failed: Retry after 1, 3, 5 days
5. After 3 failures: Enter grace period
6. After grace period: Suspend account

Cancellation Flow

1. Customer requests cancellation
2. Recurring billing stopped
3. Subscription active until end of period
4. Cancellation email sent
5. Win-back email sent 7 days before expiry
6. After expiry: Account suspended

Bulk Operations

Extend Multiple Subscriptions

1. Select customers with checkboxes
2. Click Bulk Actions
3. Choose Extend Subscriptions
4. Set duration
5. Add note
6. Confirm operation

Send Mass Email

1. Filter customers (Active, Expired, etc.)
2. Select all or specific customers
3. Click Send Email
4. Choose template or write custom message
5. Preview before sending
6. Send to all selected

Reports & Analytics

Customer Analytics

• Customer Lifetime Value (LTV): Average revenue per customer
• Churn Rate: % of customers canceling
• Retention Rate: % of customers renewing
• Average Subscription Length: How long customers stay

Revenue Reports

• Monthly Recurring Revenue (MRR): Predictable monthly income
• Annual Recurring Revenue (ARR): MRR × 12
• Growth Rate: % increase month-over-month
• Revenue by Product: Which products earn most

Customer Support Best Practices

Response Times

• Critical Issues (no service): < 1 hour
• Important (degraded service): < 4 hours
• General Questions: < 24 hours
• Feature Requests: < 48 hours

Communication Tips

• Be polite and professional
• Use customer's name
• Apologize for inconvenience
• Provide clear solutions
• Follow up to ensure resolved
• Ask for feedback after resolution

Common Issues & Responses

"Service not working"

Hi [Name],

I'm sorry to hear you're having trouble. Let me help you get back up and running.

First, please try these steps:
1. Check your internet connection
2. Restart your device
3. Clear app cache/data
4. Try different server

I've also reset your credentials on our end. Please use:
Username: [username]
Password: [password]

If still not working, please let me know what error you see and I'll investigate further.

Best regards,
[Your Name]

Preventing Churn

Proactive Monitoring

• Track customers approaching expiry
• Monitor failed payments
• Identify inactive accounts
• Watch for support ticket patterns

Retention Tactics

• Win-back Emails: Offer discount to renew
• Loyalty Rewards: Bonus months for long-term customers
• Upgrade Incentives: Discount on higher tiers
• Exit Surveys: Ask why they're leaving

Automation Rules

Auto-Suspend After Grace Period

• After 7 days past expiry, auto-suspend
• Send suspension notice
• Keep data for 30 days
• Allow easy reactivation

Welcome Series

• Day 0: Welcome email with credentials
• Day 1: Setup guide and support resources
• Day 3: Feature highlights
• Day 7: Ask for feedback

Security & Fraud Prevention

Red Flags

• Multiple accounts from same IP
• Chargebacks/disputes
• Excessive connection sharing
• VPN/proxy usage patterns
• Bulk signups

Actions to Take

• Require additional verification
• Limit connections strictly
• Monitor login locations
• Suspend and investigate
• Ban if confirmed fraud

Next Steps

• Customer Portal Features
• Customize Email Templates
• Support Ticket System