Up-/Down-Selling

Up-/Down-selling is a feature that allows customers to switch to a different offer during an ongoing subscription – either to a higher-value offer (upsell) or to a cheaper offer (downsell).

The offer can be changed in three ways:

• Automatically through sales rules at checkout (e.g., switching from monthly to annual payments)

• Manually by customer service in the merchant backend

• Via the API (technical integration)

📨  E-Mail Dispatch

An e-mail can be sent to your customers. The mail template Purchase through up-/down-selling must be activated in Settings → Applications → Mail Settings. The email contains the order PDF containing information on the offer change, such subscription start date and invoicing.

🚫  Restrictions

Up-/down-selling only works for the following offer types:

• ✅ time-based offers

• ✅ credit-based offers

🎯 Use Cases

Change offer for single customer

You can migrate one customer from one offer to another in case of, for example:

• Goodwill: Change to a more favorable offer

• Correcting purchase errors: Switch to the correct offer when a customer accidentally purchased the wrong one

• Phone Campaigns: Merchant wants to move customers to more attractive offers through targeted outreach

Have customers change their offer themselves via your checkout

By configuring an upselling/downselling rule, you can give customers the option to change their order themselves during checkout:

• Upsell to annual subscription instead of monthly subscription to safe money (annual subscription offers 12 months use/11 months pay)

• Churn prevention in a preset cancelation process

Transition Options

For up-/down-selling, you have several options for when the offer change should happen and how invoicing should be handled. Please find all options and behaviors below.

Overview:

Immediately (with immediate start of invoicing)

The currently active subscription expires immediately and is labeled “expired.” The invoice is automatically canceled and a partial refund is initiated. A new subscription is created, which is immediately active. A new invoice is created.

Immediately (invoice with next booking date)

The currently active subscription expires immediately and is labeled “expired.” The invoice is not canceled. A new subscription is created, which is active immediately. The invoice for the new subscription is not issued until the next billing date of the current subscription.

Next booking (invoice with next booking date)

The currently active subscription remains active until the next billing date. The invoice is not canceled. A new subscription is created, which is labeled “future.” The invoice for the new subscription is issued on the next billing date of the current subscription.

Last Booking (with retroactive invoicing)

The currently active subscription expires immediately and is labeled “expired.” The invoice is canceled. A new subscription is created, which is active immediately. The invoice for the new subscription is created retroactively. The last booking date of the previous subscription is the start date of the billing period for the new subscription.

Example:

Change on February 27, 2026

Subscription A: last booking date: February 23, 2026

Subscription B with a billing period of 3 months: Billing period: February 23, 2026 - May 23, 2026

End of the current subscription interval (with invoice for the next subscription interval)

The currently active subscription remains active until the end of the subscription interval. The new subscription is automatically created and activated at the end of the subscription interval.

Change Offer

In Merchant Backend for one customer

To change the offer within an active subscription for a customer, follow these steps:

1. Open a customer.

2. Click on the Subscriptions tab.

3. Open the subscription in the subscription detail view.

4. In the action bar, click on Change Offer.

5. Select the target offer to which the customer should switch to.

6. Select the Transition, i.e., when invoicing and the change of offer should take place. The following options are available (you can find a detailed explanation HERE):

   • Immediately (with immediate start of invoicing): The offer will be changed immediately. The invoice will be canceled and a new invoice will be created.

   • Immediately (invoice with next booking date): The offer will be changed immediately. The invoice will not be canceled. The invoice will only be issued on the next billing date of the current subscription.

   • Last Booking (with retroactive invoicing): Start with last billing period - enables upselling/downselling based on the last billing period, generates a complete cancellation of the last invoice and a new invoice with a longer term based on the last billing period.

   • Next booking (invoice with next booking date): The change will be noted, but will only be implemented on the next billing date of the current subscription.

   • End of the current subscription interval (with invoice for the next subscription interval): The change takes place at the end of the subscription interval.

7. Optionally, specify a reason for the offer change to ensure better traceability.

   This text is stored in the Activities tab of the subscription.

8. Click on Save.

In Checkout

You can configure an automation so that customers can change their offer themselves via the Checkout.

How does it work?

1. Up-/down-selling is started by calling up the checkout.

2. The logic develops from the targets.

3. A checkout call is therefore started for a desired target offer.

4. If the tag settings defined in up-/down-selling apply, up-/down-selling is carried out automatically within the checkout process.

5. Up-/down-selling performs a change exclusively from source offer to target offer.

To set this up, you need to

1. create source and target tags.

2. assign the tags to the source and target offer(s).

3. create up-/down-selling rule.

Find detailed instructions here: Create and use up-/down-selling