Trial Period Extension Orders Page
- Susanna Romanelli (Unlicensed)
What is a Trial Period Extension Offer
The Trial Period Extension is a particular offer in which customers ordered a product and have a trial period of XX days (depending on the Sales Models set on the campaign) to test the product, prior to being charged.
The XX days trial period begins the day customers placed the order.
Please note that customers, who choose this type of offer, are charged ONLY the Shipping & Handling fees when placing the order - the full amount of the product(s) is going to be automatically charged at the end of the XX days trial period.
Additionally, it is important to highlight that XX days trial period can be extended just ONCE for an additional XX days, which means that in such cases customers are automatically charged after XX days from the day he/she has placed the order.
For example:
The order has an initial 15 days trial.
The customer asked for an additional 15 days trial, at the end of the first 15 days trial. Hence, the Customer Service team enables the 15 additional trial days to the customer order.
The customer will be charged at the end of the trials, which means after 30 days, the order was placed.
At the bottom of the checkout page, in the information panel, there is a note informing customers about the offer (see example below):
What is the maximum amount of days that we can extend the trial for a customer?
This depends on what was configured on the Sales Models for each specific trial.
For instance, if the trial was configured for 15 days, which means that the customer has an initial 15 days to get the product prior to being charged, so 15 days is also the maximum amount that users (for example: the customer service team) can additionally extend the customer trial. The same logic goes for any other trial offers; the additional extension follows what has been configured in the sales models or in the original configuration of the trial.
What do Trial Period Extension Orders look like on the CRM order page?
On the order page, multiple sections are available, displaying details of specific order information. For instance, the Product details, the Shipping History, the Payment History, etc.
For more details about all features available on the Order Page, please check the helpdesk article: The Order Page.
The offer where the customer has placed the order
The link to the offer checkout page is available under the Order Information section, inside the order page
The Shipping History and the Extend Trial Button
On the Shipping History section, is available the Extend Trial button:
When the user clicks on the Extend Trail button, a tab will pop up, and it can be typed the number of days to which the trial will be extended:
New
Paid
Shipping
Shipped
Delivered
Pending
Reshipping
Reshipped
Processing
Partially_Refunded
Backordered
Partially Paid
For any other order status, the button is not active and if the user hovers the mouse over it, a tooltip message will inform her/him of the reason why the button is disabled (see the below example):
The Payment History
In this section are listed all transactions, charge(s), or refund(s), made for the order.
Please remember that for the 15 trial period, customers are ONLY charged the Shipping & Handling fees and this is the only amount displayed on the Payment History table till the end of the trial (see example below):
At the end of the trial period, once customers are charged, then an additional row appears with the details and the amount paid by customers for the product.
The Sales Workflow:
Under this section, there is a table listed with all the steps of the sales, from the day the customer placed the order, to the last update when the sale is completed (see the below example).
On the table are specified:
The type of event: | whether is an email or a charge |
|---|---|
Description: | provides more detailed information about the event |
Status: | it provides the status of the event, which can be Completed or Waiting |
Schedule: | The date and time of when the event happened (when the event Status is in Completed) or is going to happen (when the event Status is in Waiting) |
Executed On: | The date and time of when the event happened (when the event Status is in Completed) |
Result: | what is the result of the event, such as an email confirmation/notification or a payment |
Actions: | In case the event was sending an email (Confirmation or Notification) to the customer and the Status is completed, then on this column will be displayed a button that allows the user to resend the email to the customer. |
In the below example, we can see that the first step/event is when the customer placed the order and this charged the shipping and handling fees
The second line is about the Order Confirmation email being sent to the customer.
The third line is a notification email, sent to the customer 7 days after the order was placed, to remind him/her that 7 days already pass by and he/she still has another 7 days of the trial.
The fourth line is another notification email offering to the customer an extension of another 15 days of the trial period.
In case the customer doesn’t go for the trial period extension of 15 days at the end of the first 15 days he/she is automatically charged the full amount of the product and this is shown on the fifth line.
The sixth line is the payment confirmation email that the customer received after being charged for the product at the end of the trial.
Ultimately, the seventh line is the line that is added in case the customer chooses to go for the one-time 15 days trial period extension.
The Notes
In this section are displayed any system notes automatically included when an event modifies the order, for instance: Hold/Cancel order fulfilment, discounts, decrease product quantity, etc.
In the Trial Period Extension Orders specific case, a note is included if the customer decides to add the one-time 15 days extension to the trial (see image example below).