What checklist should you follow before deploying or modifying a prepayment policy?", "Section 1": "<p dir="auto">The main friction lies in visibility. When a customer pays six months in advance, they want to know how many deliveries they have left and when their paid period actually ends. Without clear tools, the balance of credits or deliveries becomes invisible in their customer area.</p><p dir="auto">This leads to total uncertainty about the end date of the prepaid period and the conditions for converting to a recurring renewal. If this information is not explicitly communicated, the customer expects the payment to work differently.</p><p dir="auto">The risk is high: the support agent will mistakenly confuse the prepaid subscription with a free trial or promise a refund outside of policy. These errors generate disputes over funds, increase churn rate, and create unnecessary cognitive load for your teams who must improvise with each interaction.</p>", "Section 2": "<p dir="auto">It is imperative not to mix these two business models. A free trial allows the customer to test without immediate charge, with a future first charge after a specific date, often linked to the expiration of the trial period.</p><p dir="auto">In contrast, a prepaid subscription implies that the customer has already paid for N cycles (three, six, or twelve months) in its entirety. The financial flow is locked and the objective is to provide the promised deliveries without a new charge as long as the units are valid.</p><p dir="auto">Support management differs radically: where the free trial queries are about the timing of the first charge, prepayment queries are about the remaining duration and the management of unused units. Treating these two cases as identical inevitably leads to policy errors.</p>", "Section 3": "<p dir="auto">To structure your response, you need to classify requests into eight precise scenarios. The first concerns the remaining balance: the customer asks how many deliveries or credits they have left in their account. They want exact figures.</p><p dir="auto">The second case inquires about the expiration date of the prepaid period, i.e., when the payment-free period ends. The third point relates to conversion: the customer wants to know how their subscription will transition to recurring mode after the units are exhausted.</p><p dir="auto">Next comes the request for a pro-rata refund for unused deliveries if the customer cancels before the natural end. Then requests to pause or skip during the active period, and finally cases of plan upgrades mid-contract. Each category requires a different source of truth.</p>", "Section 4": "<p dir="auto">An operational matrix must serve as the single reference for your agents and your future support bot. It must document the balance, renewal, and refund rules plan by plan.</p><p dir="auto">Essential columns include the type of prepaid plan with the number of deliveries or months paid in advance, as well as the automatic renewal policy (opt-in or opt-out). It must also specify whether a pro-rata refund is granted and the financial processing times.</p><p dir="auto">It should also note whether pauses are allowed during the prepaid period, what the behavior is at expiration (automatic cancellation or conversion), and where to find the link to check the balance. This matrix standardizes every response.</p>", "Section 5": "<p dir="auto">To guarantee absolute consistency, your agents must follow six golden rules at every interaction. The first is to never respond without consulting the documented prepaid matrix: balance, renewal, and refund are locked in.</p><p dir="auto">The second rule requires quoting exact Recharge system data for the balance (remaining charges) and expiration date. No approximate calculations should be made verbally. The third rule is a strict commitment: never promise a refund if the plan policy says "no" or if the deadline has passed.</p><p dir="auto">The renewal policy must then be clearly explained before the prepaid period runs out to avoid surprises. The fifth rule concerns gift cards: a prepayment made by gift card must be redirected to the specific guide for gift subscriptions. Finally, any refund calculation must use a documented and clear formula for the customer.</p>", "Section 6": "<p dir="auto">Ticket processing follows a strict eight-step flow to prevent oversights. The first step is reception: identify the "prepaid" intent and authenticate the customer's account. Then, the agent must check the Recharge tool to get the current balance and the exact expiration date.</p><p dir="auto">The next step consists of cross-referencing this data with the prepaid matrix to identify the renewal and refund rules applicable to this specific plan. Once the rules are identified, the agent classifies the ticket according to the typologies seen previously (balance, expiration, etc.).</p><p dir="auto">The response is then formulated by citing the exact balance and end date. Administrative action follows: cancellation, conversion, or refund depending on the request. Finally, if an automatic renewal is scheduled, a proactive reminder can be set up for 7 days before the end.</p>", "Section 7": "<p dir="auto">To gain efficiency, four macros should be ready for use in your support tool. The first macro informs the customer of their exact balance: "[Number] deliveries paid, [X] units remaining, next delivery scheduled for [Date], link to portal]." This precision reduces clarification requests.</p><p dir="auto">The second macro explains the end of the period: "Your prepayment expires on [Date]. Then, the subscription will switch to [Auto or Stop Mode]. To avoid any charge, cancel before [Deadline Date]." This clarifies financial risks.</p><p dir="auto">A third macro handles refund requests: "The refund for unused units is [Amount] € according to our policy. The bank processing time is [X] days." Finally, a fourth specifies future conversion: "After the last delivery, the account will switch to recurring mode or stop according to your choices."</p>", "Section 8": "<p dir="auto">Some scenarios fall outside standard macros and require special attention. If the subscription was purchased via a gift code, the rule of rerouting to the gift plan must apply so as not to distort the remaining balance.</p><p dir="auto">Upgrade requests mid-contract must respect the specific policy: either a prorated surcharge or the signing of a new contract. For surprise billings after the presumed end of the subscription, financial logs must be checked and, if a system error occurred, corrected without delay.</p><p dir="auto">In case of an edit before shipping or out-of-stock situations, specific processes (SUBEDIT or SUBSTOCK) must preserve the credit so that the pause does not penalize the customer. The goal is to maintain the commercial promise even in the event of an unforeseen logistical issue.</p>", "Section 9": "<p dir="auto">To drive your support performance, monitor five key indicators. The rate of tickets per prepaid subscription should be low: it measures the perceived complexity of customers. The explanatory success metric is crucial: what percentage of balance or expiration inquiries are resolved in a single interaction without escalation?</p><p dir="auto">Aim for over 85% first-contact resolution thanks to the clarity of portals and reminders. You must also track the post-prepaid conversion rate: how many customers switch to recurring naturally or via an incentive? Finally, the pro-rata vs total refund rate allows you to adjust your policies.</p><p dir="auto">The last indicator is the rate of disputes over surprise billings. If this figure rises, communication regarding the end of the period needs to be reinforced.</p>", "Section 10": "<p dir="auto">There is a major risk of confusion between a prepaid subscription balance and general store credit (like a gift card). Store credit is often used for occasional purchases and is not tied to a strict delivery period.</p><p dir="auto">A prepaid subscription, on the other hand, is locked into a delivery framework. Confusion in the response can lead to an incorrect refund or an unwanted plan cancellation by the customer who thought they were keeping their credit for the future.</p><p dir="auto">It is therefore vital that the balance check is systematic and explicit: "Your prepaid balance is linked to [Plan X] and expires on [Date], unlike your general store credit which is valid indefinitely. Do not confuse the two." This distinction immediately clarifies the situation for the customer.</p>", "Section 11": "<p dir="auto">Qstomy positions itself as the AI agent dedicated to the specificities of prepaid subscriptions, capable of resolving these complex tickets in real-time. Unlike generic chatbots, our solution understands Recharge logic and pro-rata rules.</p><p dir="auto">When a customer asks "How much is left?" or "I want a refund," Qstomy instantly identifies the subscription type, checks the rule matrix, and provides a precise response with a link to the balance portal. This significantly reduces the load on your human teams.</p><p dir="auto">By integrating Qstomy, you boost your conversion rate because your support becomes proactive: 7-day reminders before renewal, automatic explanation of cancellation conditions, and smooth management of carts or returns. It is a powerful loyalty lever that transforms an administrative constraint into a positive customer experience.</p>"