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Event Logs

Event log section will help you determine key customer and admin events as updates, cancelations, etc. throughout the customer's lifetime.

Where do I find the event log and how to use them?

The event logs are used to see the customer activity from your Subbly admin, and better understand what happened with the customer's account/subscription.

Fore example, you can see when the customer paused, cancelled, or even changed their card to better troubleshoot customer querries.

There are two event logs that can be found at the main admin, customer event log and subscription event log.

Customer event log will display all events linked to the customer account and can be found by accessing to your customer tab > select the customer, and you will see the event log under the notes section on the right side of the screen.

Subscription event log will display all events linked only to the subscription and can be found by accessing your subscriptions tab > select the subscription, and you will see the event log under the billing address section on the right side of the screen.

What events can be tracked through the event log (Filtering events)

There are various types of events that can be tracked through the event log, which will be listed and briefly explained.

Billing events.

  • Card created - Added new payment method.
  • Card updated - Edited existing payment method.
  • Charge success - Payment processed.
  • Charge refunded - Refunded payment.
  • Charge failed - Payment failed due to any reason.

Customer events.

  • Balance updated - Added credit balance to customer account.
  • Cancellation offer accepted - Customer accepted an offer from cancellation tool.
  • Customer updated - Customer info updated.
  • Customer tagged - Use any new/existing tag on customer.
  • Customer details updated - Name/email was updated for the customer.

Coupon events.

  • Coupon redeemed - Coupon redeemed.
  • Subscription discount applied - Coupon discount rule created and added to subscription.
  • Subscription discount deleted - Coupon discount deleted from subscription.

Invoices events.

  • Invoice retry - Invoice attempt created on a pending invoice.
  • Invoice opened - Invoice created.
  • Invoice void - Updated status of an invoice to void.
  • Invoice paid -  Payment successfully processed and invoice status updated to paid.

Order events.

  • Order shipping date changed - Order shipping date updated.
  • Order mark as pending - Shipped order status updated as awaiting delivery.
  • Order shipping item added - Added a new shipping item to the order.
  • Order shipping item updated - Edited existing shipping item on an order.
  • Order shipping item deleted - Deleted existing shipping item on an order. 
  • Order archived - Archived order.
  • Order cancelled - Order canceled. 
  • Order shipped - Order marked as shipped.

Subscription events.

  • Subscription reactivated - Subscription resumed after being cancelled.
  • Subscription cancelled - Subscription cancelled.
  • Subscription created - New subscription created.
  • Subscription skipped -  Subscription set to skip.
  • Subscription paused - Subscription set to pause.
  • Subscription resumed - Subscription resumed after being paused/skip.
  • Subscription renewal date updated - Renewal date changed manually or automatically after renewal.
  • Subscription product updated - Switched the product the customer is subscribed to.
  • Subscription past due - Payment failed due to different reasons (insufficient funds/card declined by the bank).
  • Renewal failed - Payment collection failed.

Email events

  • Email sent - Email was sent to the customer (transactional or automation email)
  • Email opened - Customer opened the email

Admin vs User processed events

There are 2 different types of processed events. From your Subbly admin, or from the customer portal (user processed events), as well the system processed events.

Almost every event log consists of 2 things, Object and Snapshot. Or if there are some changes happening for the customer/order, the Changes section will appear right next to the Snapshot. In the Changes section, you can see a more detailed version of the event and useful options. For example, in this event log - Renewal date changed, you can see the Before and After dates for renewal:

The Before section shows the date date for regular renewal, where as the After section shows the renewal date after the change.

In this case, this is the system update, as the renewal date changes cannot happen from the Customer Portal, only by the system (regular renewal for the subscription), or by the Admin, like in this case:

These event changes are also useful when you are checking the different event types such as paused subscription as when you click on changes, you will see for how long your customer paused the subscription and when their next renewal date is:

Got any questions? Let us know.

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