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Matt Schwartz
Aligns Supplements w/ Testing Cadence for MembersImprovement for Failed Payments - Billed on same date every monthStreamlines reporting (some months can have 2 orders, others can have 0)
Some new subscriptions may run out of supplements if they (1) take their supplements daily, (2) never miss a day, and (3) stay retained without pauses/skips for 5+ months.If we do monthly (30 or 31 days), it will erode buffer within 6-10 monthsCustomers who take on a daily basis, will be impacted by this and they tend to be the most vocal (E.g., Harold)Customer who have excess supply aren’t off by a few days they are off by an entire box - suggesting that a change like this won’t solve their issueCustomers who start on 29, 30 or 31st of a month will have an odd experience in Feb since it only has 28 daysCompetitors such as Seed (28-30 renewal), Nutrafol (30 day), AG1 (30 day) are doing “monthly” on a 30 day cadencekeep status quoFigure out how to reconfigure membershipAlign on change to shipping candence for fidelitoneRemind me — when do I add this to subscription v. not? Should all memberships have this variant? In progress — some open questions for the team/Fidelitone to help inform policy
Jenna FeltesReferral codes haven’t been working for customers, so CSAs are having to retroactively issue a refundImpacts reporting
Garret MaWhen a customer has a failed payment, they get 3 billing attempts before their subscription is put on pause.
how this impacts reporting.
These customers did not intend on cancelling
Can get placed in cancelation flows automaticallyDeprioritize until we figure out what to do with membership.
Kyle HumphriesExisting customers who are active, paused, skipped will be migrated from Legacy Amplify > to reformulated AmplifyExisting customers with cancelled subscriptions won’t be migrated All new purchases and subscription changes going forward will include reformulated Amplify
Customer win-backs which occur within 7 days of cancellationCS reactivates plans when communicating directly with customersWhen CS reactivates cancelled subscriptions including legacy Amplify via Seal, remove legacy Amplify product and replace with reformulated AmplifyShayna expects this to be an edge case more than 7 days after the Amplify reformulation launch Kyle HumphriesMatt SchwartzGarret MaReactivation behavior — How did testing go? Are we ready to push this to production / update macros?Random date — Oct. 20. v. Nov. 20 for reactivation? Barcode already registered error message — timing?Test kit only — bug fix in progress — update?New email for new customers?
8/22/24 Meeting
Copy of Copy of Meeting Topics
Name
Topic
Notes
Resolution/Action
Resolved?
Shipping Cadence
Proposal to Update Selling Plan from:
Today - 25 → 30 days
Business Case:
Trade Off:
Garret’s Highlevel thoughts:
—
Next steps:
Shayna Lans
Recurring test kit as part of membership
Test Kits are auto added - CSA shouldn’t add them.
Shayna Lans
- read + add comments - let’s schedule a time for key topics.
@Matt Schwartz
@Kyle Humphries
Shayna Lans
Referral Discounts
could you list examples?
@Shayna Lans
Shayna: 3 examples I’ve seen where code does not work due to multiple attempts or suspected fraudulent activity
Order #64142
Shayna Lans
Failed payment - to cancel or leave customers paused?
Current Logic:
Tradeoff:
Pros for Pause:
Pros for Canceling them:
Status quo - let’s keep it until we bring it up holistically.
Shayna Lans
Action Plans / Check-Ins access post pause
Recommendation:
Shayna Lans
Amplify reformulation
When Amplify reformulation goes live:
Align with CS to ensure that legacy Amplify isn’t included when cancelled customers are reactivated
Per discussion with Shayna:
CS reactivates cancelled members when:
Aligned on solution:
Shayna Lans
Miscellaneous Follow-Ups
Reactivation - waiting on Seal’s investigation.
Barcode error - pushed into prod on Thurs
TKO - Nick investigating
New email - do not do this.
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