I'm trying to get a better handle on the user experience for a customer with an active introductory offer who upgrades to a subscription with a promotional offer.
To give a contrived example:
- We have two annual subscription products "Regular" and "Plus" in the same subscription group. Plus is an upgrade of Regular.
- We offer a free trial (introductory offer) with Regular, and want to try to upsell a user to Plus (with a promotional offer) while they're still in their trial period .
The documentation suggests that when the new sub is an upgrade, it triggers an immediate billing event – but in sandbox testing it seems that an existing introductory offer trial doesn't get truncated.
My understanding is – if the "plus" sub offers a discounted first year via PO, the timeline would be:
- User acquires initial Regular subscription with free trial
- User acquires a Pro subscription with a discounted first year during the trial
- The trial isn't truncated. The user is billed the discounted "Pro" rate for their first year at the termination of the trial.
If the promotional offer includes a free trial it's less clear, but I think:
- User acquires initial Regular subscription with free trial
- User acquires a Pro subscription with a second free trial
- The trials run back-to-back, and the user is billed at the "Pro" rate after the second trial.
Is this correct? I feel like this must be documented somewhere, but I haven't found where yet.