Unpause overdue accounts

Introduction

You account can be paused due to non-payment of subscription dues.

Past-due Accounts

Once system fails to collect the dues for your account, it is put into a grace period. During grace period, your account operates as normal. System will put a banner on your account indicating the account is past due. The system will also send the owner of the account multiple emails notifying of failed payment, and reminding the owner to provide new payment methods. 

Grace period is typically 14 days, unless adjusted by the customer success team. 

Once the grace period lapses, and the account is still past due, system will put the account into pause mode. For trials, the pause period is typically 14 days. For subscription customer, the pause period is typically 30 days. System will put a banner on your account indicating it is pause. The system will also send the owner of the account multiple emails notifying of failed payment, and reminding the owner to provide new payment methods.

Once the pause period lapses, and the account is still past due, system will delete the account. A final reminder is send few days before the deletion, and another email is sent to the owner notifying of deletion.

What happens when account is paused?

The account continues to ingest new orders from all enabled selling channels, but instead of routing the orders for fulfillment, system blocks the order. System will add a "Blocked - Payment Required"  exception to every order ingested during pause period. This exception will block the order from routing to fulfillment service.

Where can you look for blocked order?

There are multiple ways to looks for blocked orders due to past due account status.

1. Dashboard - As soon as you log into the portal, the dashboard home page shows list of orders requiring attention. You will see orders with "Blocked" exceptions.
2. Orders > All Orders - You can navigate to the all orders list page from the left navigation menu bar. You can then filter the list for "Exceptions" = "Blocked". These are the orders that were blocked from routing due to non-payment.

How to resume a paused account?

1. Make the payment
   • For customers that signed up directly with Pipe17, and have setup self-service payment through the portal,
     • You should see a banner with link to "Update Payment". This will directly lead you to the payment method pate.  
     • Alternatively, you can navigate to the Organizations > Plans & Billing page. Provide a new payment method, look for successful payment. 
     • 
     • Finally, the link to payment page is embedded in the all the reminder emails.
     • 
   • For customers that signed up directly with Pipe17, and have setup direct payment through a sales representative,
     • Payment option links will be in the reminder emails to the owner. Follow the direction and make the payment. The payment should be reflected in 1 business day. 
   • For Shopify customer, make the payment in your Shopify account. The payment will be reflected within 4 hours after making the payment.
2. Verify payment
   • Once the payment is successfully registered, the past due banner should disappear.
   • If the payment isn't reflected in your account status within 1 business day, please file a support ticket from the portal under "Help & Support > File a Ticket" explaining the situation, or reach out to support@pipe17.com
3. Dismiss blocked order exceptions
   • Look up all the blocked exceptions (see instructions above)
   • For every blocked exception go to the order details page and dismiss the blocked exception.
   • Unless you dismiss the exceptions, they will stay on the order even if the order is subsequently fulfilled.
4. Re-route orders
   • Once you have cleared the exceptions, you can filter the orders again in the order list page. These orders will be in status "Ready for Fulfillment".
   • You can bulk select these orders using checked on the leftmost header column. 
   • Click on "Run routing"
   • You will have to do so one page at a time.
5. Done! Watch the orders routed to the fulfillment.

What happens when account is deleted?

Once your account is deleted, all integrations are disabled. Order ingestion stops, and any fulfillment flows are stopped. The account no more flows any orders or inventory or products. All the users are removed from the account so no one can log into it. 

The account still exists in the system for another 30 days, after which the account is purged.

How to recover a deleted account?

Recovering from deleted account is very difficult, but possible. Please file a support ticket by emailing to support@pipe17.com to inquire if the account can be undeleted.

What happens when account is purged?

All account data is removed from the system, including all users, roles, configurations, transactions and event data. 

How to recover a purged account?

It is not possible to recover a purged account. 

How to get further help?

Please file a support ticket from the portal under "Help & Support > File a Ticket" explaining the situation, or reach out to support@pipe17.com