Customer Subscription Management

My Subscriptions is the heart of the customer portal — it's where your customers manage what they've bought without contacting support. Giving customers a clean, self-service way to upgrade, add on, renew, or cancel reduces support load, speeds up expansion revenue, and gives customers the control they expect from a modern subscription product.

What customers can do

The page lists each active subscription with its plan, add-ons, price, billing period, and renewal date. From there, depending on what you've enabled, a customer can:

• Change plan — upgrade or downgrade to a different plan. Timing (immediate vs. end-of-term), proration, and which plans are offered are governed by your business rules.

• Add or remove add-ons — adjust optional products on the subscription.

• Renew — extend a termed subscription.

• Cancel — start a cancellation, optionally routed through a retention experience that captures the reason and offers a save (discount, pause, or downgrade) before the cancellation completes.

How it's powered

Each action runs as a configurable Customer Self-Service journey, so you control the steps, pages, and the commerce actions that execute the change in your billing system (and write it back to PeakCommerce). The portal binds each button to the right journey by its purpose (change_plan, cancellation), so you can redesign or rename a journey without breaking the link.

Who can do what

Which actions appear is controlled by the customer's profile. Change Plan and Cancel Plan are separate permissions, so you can, for example, let a customer cancel but route upgrades through a CSR, or offer a read-only "managed customer" who can view and pay but not change anything.

Good to know

• Self-service actions write through to your billing system in real time; a failed external call surfaces to the customer rather than silently dropping.

• A subscription only shows the actions its journeys and the customer's permissions allow — if a button is missing, check the journey's purpose binding and the profile's portal-action permissions.

Related

• Customer Retention Journey

• Customer Portal Overview

• Journeys overview