WorkCustomers
Customer Subscriptions Flow
How customer subscriptions work when GoCardless is available, including mandate requirements, subscription creation, and cancellation.
The subscriptions tab only becomes useful once the business has GoCardless connected and the customer already has an active Direct Debit mandate. Until then, the tab acts more like a setup checkpoint than a subscription manager.
When the Tab Becomes Available
- GoCardless must be available for the business: If the business cannot use GoCardless, the subscriptions tab does not appear.
- The customer needs an active mandate: Without that, the tab shows the Direct Debit setup route instead of a subscription list.
Creating a Subscription
- Amount (£): The recurring payment amount. Work Planner will not let you create the subscription with a zero or invalid amount.
- Frequency: Choose weekly, monthly, or yearly.
- Day of month (1–28): This appears for monthly and yearly subscriptions so the collection day stays safe across shorter months.
- What Work Planner creates: The app sends the subscription to GoCardless and then stores the returned subscription details back on the customer.
Reading the Subscription List
- Amount: Shows the recurring collection amount.
- Interval summary: Tells you how often the payment runs and, where relevant, which day of the month it uses.
- Status badge: Lets you see whether the subscription is active, cancelled, finished, or paused.
Cancelling a Subscription
- Cancel button: Available on active or paused subscriptions.
- What it means: Future payments stop. Work Planner treats this as a serious action and asks for confirmation first.
If No Mandate Exists Yet
Instead of a subscription list, the customer sees the Direct Debit setup route. That is Work Planner telling you the customer still needs the GoCardless mandate before recurring payments can start.
Related articles
- Billing Request and Direct Debit Setup Flow: The setup path when the customer still needs a mandate.
- Customer Detail View: Shows where the subscriptions tab sits inside the wider customer record.
- Editing a Customer: Useful if payment integration details need checking before you create a subscription.
- Transferred-Customer Behavior: Important because transferred customers are not normal live editing candidates anymore.