What is the customer portal?
The customer portal is a place of their own for your customers. There they can take care of their subscription without having to email you. That saves you questions and manual work.
In the customer portal, your customers can:
view their subscriptions, with the date and amount of the next payment
view their payments
pay failed payments right away, without you having to send a payment link
choose a different payment method (if you allow it)
pause a subscription (if you allow it)
cancel a subscription, and withdraw a cancellation (if you allow it)
Customers sign in with just their email address. No password needed.
The customer portal is part of the Professional plan. Your organization also needs to be connected to Mollie, otherwise the portal cannot show anything.
Enabling the customer portal
Go to Settings and choose Customer portal.
Switch on Enable customer portal.
Choose what customers can do themselves (see below).
Click Save.
The same page shows the Link to your customer portal. Copy it and put it on your website, in your email templates or in your confirmation emails. This link is the only way customers can find the portal.
Do you have the whitelabel add-on? Then the customer portal runs on your own domain, and the link shows that domain.
What can customers do themselves?
Under What can customers do themselves? you decide which changes customers can make in the portal.
Change payment method
This option is on by default. Customers choose a new payment method themselves, for example when their bank account changes. To do so, they make a small one-time verification payment, such as € 0.01 via iDEAL. A credit card is verified for free. This confirms that the account is theirs.
After that, all their running subscriptions and scheduled payments move to the new payment method automatically. The old mandate is only revoked once everything has moved over.
Pause subscriptions
Customers pause a subscription themselves for 1, 2, 3, 6 or 12 months. With Maximum pause you set how long a pause may last. The pause starts from the next payment, so customers keep any period they have already paid for. After the pause, the subscription continues automatically.
Pausing only works for Advanced subscriptions. Basic subscriptions live at Mollie, and Mollie cannot pause them.
Cancel subscriptions
Customers cancel their subscription themselves and can give a reason. Under Notice period, choose whether the subscription stops right away or after 14 days, 1 month, 2 months or 3 months. As long as a cancelled subscription is still running, the customer can withdraw the cancellation.
With a notice period, customers can only cancel Advanced subscriptions themselves. If you choose "None, stop right away", they can cancel basic subscriptions too.
Offer when cancelling
Do you use discount codes? Then you can offer customers who want to cancel a discount first. Choose a discount code under Offer when cancelling. Customers then see how much discount they get and what their next payment will be. If they accept, the subscription continues with the discount. If not, they can still cancel.
Each subscription gets the offer only once, and not when a discount is already running on it.
Confirmation email to the customer
For pausing and cancelling, you can choose an email template that the customer receives as confirmation. Use {date} to put the date the subscription continues (after a pause) or ends (after a cancellation) in the email. If you don't choose a template, the customer gets no email.
Email me about changes
This option is on by default. You receive an email when a customer changes their payment method, pauses a subscription or cancels one.
Exceptions per subscription
Want different rules for a specific subscription? Open the subscription and choose under Management in the customer portal:
Follow the customer portal settings (default)
Customer may pause and cancel
Customer may not pause or cancel
You can also set this on a subscription template. The maximum pause and the notice period always come from the customer portal settings.
How does a customer sign in?
The customer opens the link to your customer portal and enters their email address.
They receive an email with a sign-in link, valid for 30 minutes.
One click on the link signs them in.
Only customers whose email address is in RCUR can sign in. Is the same customer in RCUR more than once with the same email address, for example because of a second subscription or an import? Then they see everything together in one overview.