Preliminary Remarks
Within the goodwill option, various functions are available to grant the customer services free of charge and without any action on the part of the customer. The functions can be accessed both on the main page of the customer account and in the detail view of a subscription, in each case in the action bar.
Add Free Issues
For issue-based subscriptions, it is possible to add additional issues to the current accounting period. The open deliveries are simply increased as required. The additional issues count as issues free of charge. The free issues are added after the regular issues of the subscription.
Add free issues:
The function can either be started in the main page of the customer account or in the subscription detail view both in the action bar: Goodwill > Add free issues
In the Active subscription field , all of the customer's issue-based subscriptions are made available for selection. Multiple subscriptions cannot be selected at the same time.
After selecting the subscription, the number of issues still to be delivered is displayed in the Open deliveries field. To add issues for free, just increase the number of issues.
Additional fields can be filled out in the Reason section to create a note in the form of an activity for this change to the subscription.
The Free Text field can be used to write a free text that is displayed within the activity.
Using the drop-down menu, Predefined Text Blocks can be selected that were previously created in Text Blocks menu item and are displayed under Activities after saving.
If desired, a file can be uploaded to the system in the File field and saved to the activity.
Note
Added free issues cannot be removed from the subscription. They remain permanently in the corresponding period.
The number of free issues cannot be reduced at a later date.
The function cannot be used for subscriptions that have already ended.
Redeliver Issues for Free
Certain conditions must be met for a free replacement delivery to be carried out:
a linked replacement product on the associated delivery list
available issues on the corresponding delivery list
an existing delivery address
Creating a redelivery:
The function can either be started in the main page of the customer account or in the subscription detail view both in the action bar: Goodwill > Redeliver issues for free
Use the drop-down menu Delivery List* to select the desired delivery list from which the issue is to be selected.
The drop-down menu Issue* can then be used to select the desired issue of the delivery list for the redelivery.
In the Delivery Addres section, the desired delivery address must be selected or a new delivery address can be created by clicking on Add another delivery address.
Additional fields can be filled out in the Reason section to create a note in the form of an activity for this change to the subscription.
The Free Text field can be used to write a free text that is displayed within the activity.
Using the drop-down menu, Predefined Text Blocks can be selected that were previously created in Text Blocks menu item and are displayed under Activities after saving.
If desired, a file can be uploaded to the system in the File field and saved to the activity.
An order is created based on the entries made.
Note
By placing an order, the customer is noted on the delivery list data for the selected issue. The customer is therefore listed once as the recipient for the corresponding issue. An order confirmation will be created for the order and sent by e-mail.
By placing an order, the access right defined in the replacement product is deposited with the customer. This means that digital services can also be provided in addition to redeliveries. The access right can be blocked.
The function can also be used for subscriptions that have already ended.
Add Accounting Period for Free
For time-based subscriptions , it is possible to add an additional accounting period to an active subscription free of charge.
Note
This feature is only available if the billing period and subscription interval match exactly (e.g., 1 month and 1 month).
This feature is not available for subscriptions that have already ended.
In order to add a free accounting period, do the following:
In the customer account in the action bar, click on Goodwill → Add accounting period for free OR in the subscription detail view in the action bar, click on Goodwill → Add accounting period for free.
Under Active Subscription, select the desired subscription.
All of the customer's active time-based subscriptions are listed here for selection.
You cannot select multiple subscriptions at the same time.
Select the desired time period using the Start and End fields for the accounting period.
Note
The system only allows free periods that exactly match the defined accounting period.
For example:
Accounting period = 3 months
→ Only a free period of 3 months can be added. One free month is not possible in this case, as the system would otherwise have to calculate partial amounts.
For better traceability, you can specify in the Reason field—either in the free-text box or by selecting a predefined text block—why this customer received one or more free accounting periods. This information is then displayed in the customer account (Overview) and in the subscription's detail view under the “Activities” tab.
Add Access Right
The function can be used to manually add an access right to the customer. An access right added in this way differs from access rights that are created by the system through an order or a subscription, for example. Manually added access rights:
are marked with the type "external".
can be edited and deleted via the Merchant Backend.
are not related to a subscription or an order.
must also be maintained manually, i.e. they do not respond to automated processes such as process control.
Note
Access rights of type "external" can only occur once with a uniqueId in a customer account.
Example: If an external access right with the uniqueId goodwill is stored for a customer, a second external access right with the uniqueId goodwill cannot be created afterwards.
However, if the uniqueId goodwill were to be assigned via an access right from a subscription to the same customer, this would also be possible once.
This means that a uniqueId can only exist once as an external access right and as an access right from a subscription or order.
Attention: Imported access rights also count as external access rights!
The function can also be used for subscriptions that have already ended.