Creating and Managing Rule Sets

Business rules control how subscription changes behave and enforce policy automatically as customers — and CSRs — move through a journey. Manage them under Rules & Automation → Business Rules.

Business Rules (Rules & Automation → Business Rules) — rules grouped by change type, each showing its timing and proration.

A primary use is change-plan timing: deciding when an upgrade or downgrade takes effect, how it's prorated, how add-ons are handled, and which products, plans, and customer audiences the rule applies to.

Watch a retention guardrail being built — a cancellation rule with end-of-term timing, reserved for the support team:

And its counterpart — an upgrade rule that takes effect immediately and prorates the charge:

The rule form

Each rule defines:

• Name — a unique label.

• Direction — which kind of change the rule governs: an upgrade, downgrade, cancellation, add-on, add-on removal, or retention discount. This is what the rule matches on; there is no separate event field.

• Change timing — when the change takes effect:

  • Immediate — applies right away.

  • End of term — applies at the end of the current billing term.

  • Specific — applies after a set offset, configured with a Timing value and Timing unit (for example 30 days).

• Proration — whether and how the change is prorated.

• Dependency behavior and Co-term to base — how add-ons and dependent charges are handled relative to the base subscription (for example co-terming an add-on so it ends with the base term).

Scope a rule

The Scope section narrows which subscriptions a rule applies to:

• Applicable products — apply to all products, or only specific ones.

• Applicable plans — within a product, apply to All plans or Specific plans. "Plan" is provider-agnostic — a Zuora rate plan, a Stripe price, or a Maxio price point — so you can target individual plans.

• Applicable audiences — leave empty to apply to all customers, or scope to one or more audiences so timing and behavior can differ per cohort (for example a EUR cohort versus a USD cohort).

When several rules match

Rules do not carry a priority number, and you do not order them by hand. When more than one rule matches a change, the most specific one wins, using this precedence:

1. Audience and plan

2. Audience and product or category

3. Plan

4. Product

5. Category

6. Audience-wide

7. Tenant-wide default

A rule scoped to a particular surface (customer or CSR) edges out an equally specific rule that applies to any surface. If two rules are still tied after all of that, the most recently updated one is used — so re-saving a rule is enough to break a tie in its favour.

The practical implication: to make a rule apply to a narrow case, scope it more tightly rather than trying to promote it above the others.

CSR overrides and policy locks

In a change-plan journey, a CSR can override the timing on a specific change — unless the matching rule is policy-locked. A policy-locked rule enforces its timing: the CSR can't override it, and an attempt to do so is blocked so the change follows the fixed business policy.

Related

• Pricing Rules — pricing-specific logic such as discounts and price overrides.

• Plan Dependencies — which plans and add-ons can be combined.