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The Account Information tab displays information about the subscription/subscriber. From this tab, you can:
view account details, personal details, addresses, and products
update a subscriber's solicitation preference
restart a stopped subscription
To view subscription information, fill the appropriate search parameter fields, and select search.
Find the desired subscriber/subscription from search results.
Select the start call button of the desired subscription result.
The application will prompt you to confirm the subscriber's email address.
Choose either no email, the subscriber's email, or add a new email address and select OK.
These are the account information definitions. These values return in real-time, via API calls to either the circulation database or the Subscribe database. The Source column in the table below indicates the database that stores the information.
Term
Definition
Source
Account #
Circulation number.
Subscribe
Subscriber #
Naviga Subscribe's subscriber ID.
Subscribe
Auto-renew
Indicates whether the subscription renews automatically, for example, if the subscriber qualifies for EZ Pay.
Subscribe
Subscriber Since
Date of when subscriber began service (MM-DD-YYYY).
Subscribe
Subscriber Stop Date
Date of when subscriber ended service (MM-DD-YYYY).
Subscribe
Client
Name of the publication.
Subscribe
Trial
Indicates whether the subscription is a trial. Options are either yes or no.
Subscribe
Subscriber Status
Status of the subscriber's subscription.
Circulation (Subscribe for Matrix Circ users)
Next Publishing Date
Date the next publication is released in circ (MM-DD-YYYY). Only applicable to NCS Circ.
Circulation
Copies Until Expiration
Amount of subscription copies that a subscriber is scheduled to receive. If digital, days left of digital access. Only applicable to NCS Circ.
Circulation
Billing Method
Method of payment collection. Office Pay means their bill is paid to the office. Carrier Collect means the carrier collects payment upon delivery. Paid Comp and UnPaid Comp are complimentary subscriptions. Third Party refers to gift subscriptions. Only applicable to NCS Circ.
Subscribe
Delivery Method
Method of publication delivery. Options: Route Mail Online Mixed Hybrid. Only applicable to NCS Circ.
Subscribe
Term
Definition
Source
Company Name
Subscriber’s company name. Note: Subscriptions can be for either a company or an individual. Depending on the subscription type, either Company Name or First Name and Last Name will display.
Subscribe
First Name
Subscriber's first name. Note: Subscriptions can be for either a company or an individual. Depending on the subscription type, either Company Name or First Name and Last Name will display.
Subscribe
Last Name
Subscriber's last name.
Subscribe
Subscriber Email
Email address upon starting a subscription. Note: This may or may not be the subscriber's registered email, which a subscriber uses to gain access to digital subscriptions.
Subscribe
Primary Phone
Subscriber's primary phone number.
Subscribe
HH Sub Level
Means Household Subscription Level and refers to a numeric value that is associated with a subscriber’s entitlement access. The numeric values are not fixed and the client determines them. However, 99 typically refers to no access and 1 typically to full access. This field is editable.
Subscribe
Products
Term
Definition
Source
Product ID
Product ID number.
Subscribe
Copies
Amount of copies of a given publication that a subscriber receives each delivery.
Subscribe
Product
Name of the subscription product. Note: this is not the name of the publication itself.
Subscribe
Service Code
Code that indicates the service type (e.g., 7Day refers to a seven-day delivery or SooooFS a Fri, Sat, Sun delivery).
Subscribe
Delivery Frequency
Frequency a subscriber receives a publication (e.g., a Wednesday and Friday delivery would be We Fr).
Subscribe
AddOn
Any additional services a subscriber receives (e.g., a digital edition in addition to a print subscription or an activation of a free product).
Subscribe
Term
Definition
Source
Billing Address
Subscribe
Delivery Address
Subscribe
From the account information tab, you can also update a subscriber's solicitation preferences with the account update button and restart a subscription if it has been stopped.
See also: Update delivery and billing addresses, Update solicitation preferences, Restart a subscription
Describes the procedure to create Bulk Invites on a single subscription
Please note that this document is currently under revision!
Retrieve the details of Registered user through Subscription Search option.
Enter Search criteria as Account or E-mail, otherwise enter any other three fields.
Click Search.
Click Start call button.
The below screen is displayed with all the user details
On Choose Email tab, select the registered email. Click Ok.
As shown below, on the Information tab, Buyer information(Account Details) and Subscription information(Personal Details) are shown.
The user will click Edit icon(pencil symbol) to update the values of any of the fields.
Click Digital tab to access the details.
On Registrations field, click Invite button.
The Invitation Module will appear to enable the entry of Invite details.
There are two ways to enter the details.
Adding the details manually.
Enter the information in the respective fields. First Name, Last Name, Email address and select User type. Click Send Invite.
Note: The limit of Invitations is determined by the text displayed as "Invitations remaining".
For example, in the below screenshot, the number of Invitations remaining are 22. The subscriber can send invites up to 22 people.
Click Add another person to invite to enter more than one invite user details at a time, manually.
The entered details are shown under the Pending Invites list as shown in the above screenshot.
Multiple Entries to Send Invites is allowed on a one-to-one basis.
Enter the Invite details and click Send Invite button.
Enter the Invite details manually.
Click Send Invite button.
The Invite details are shown under Pending Invites list
As shown below, the invite receives the email to his/her respective email.
Click on the link provided "Click Here".
The user clicks the link provided link. The user will be redirected to the page to register for the subscription or to subscribe for the same.
The user enters the details in the wrong fields, for example, Email details under First name and vice-versa.
When Send Invite is clicked, the following error is shown.
On Invitation Module, click Import from CSV button.
A dialog box will appear for Bulk Invitations Import.
Click Find File. The user can browse on his device and select the file.
It appears on the space provided.
Click Upload button.
The list of users imported from CSV files are shown. Click Send Invites.
As shown below, all the respective invite details are displayed under Pending Invites section.
The user can Resend Invite or Remove the invite as per the requirements.
Click Resend Invite.
The respective user will receive subscription invite again from the subscriber.
Click Remove button against the Invite details as shown below.
The application requests the confirmation from user. Click Ok.
The Invite details are removed from the Pending Invites list as shown below.
Find the sample of CSV file format as shown below. The data is organized in a columnar format.
On Invitation Module, click Import from CSV button.
A dialog box will appear for Bulk Invitations Import.
Click Find File. The user can browse on his device and select the file. It appears on the space provided. Click Upload button.
As shown above, the data has validation errors because of organizing data in the wrong format.
Note:
The user sends multiple subscription invites via CSV file upload.
The end users gets email to complete the registration (GDPR consent, create password and gets linked to the subscription)
Click Show Entitlements button at the bottom of the screen to check the list of entitlements allowed to the user.
End user Newsletter Management:
User can login and manage opt-in /opt-out to the preferences individually.
The end user is able to opt out of GDPR consent
The end user is able to Unsubscribe all.
Subscriber's billing address. To edit addresses, check out this .
Subscriber's delivery address. To edit addresses, check out this .
Describes the procedure to create registration
Please note that this document is currently under revision!
Click Subscribe Concierge button on One CSR Portal.
The user is redirected to Subcon Admin as shown below
Click Subscription Search option under Subscription Information tab.
Click Add Account and start call button to create a new account to buy a Subscription.
The user is redirected to the below screen.
Click Ok button on Choose email tab.
The user is redirected to another tab. On New start tab, the user can select Publication from the dropdown of the respective field.
Select Start type from the radio button options.
Sales team field is reset by default.
Select source from the drop down.
Select offer from the available list. Click Go to CSR start portal button.
The user is re-directed to the Subscription Panel.
Enter Name, Position, Company Name, Company Type, E-mail, Price, Registration Amount, Address, Zipcode, City and Phone number details. For Country and Currency fields, select the option from the drop-down.
Note: Registration Amount field represents the number of invites the subscriber willing to send.
Click Purchase button. The subscription is successfully purchased. The details are displayed as shown below.
To add new Registration, click User Accounts tab.
The user will redirect the user to enter the Login Name.
The user is traced based on Email id
The respective user details are displayed.
Click Add new subscription tab
The user can enter all the details to add the subscription.
Click +Add new owner button
The User Registration is done successfully. It is displayed on the above below along with all the details.
The user details are shown under Subscriptions tab.
Note: The registration for subscription is active with the verified email used for Registration email.
This guide describes and provides instructions for creating new subscriptions.
This feature is found in the subscription search window. Navigate here and select the +add account and start call button to create new subscriptions.
Account registration is not created at this step. The subscriber does this on their own via self-service or the publication's website.
Part 1
After selecting the +add account and start call button:
Select either no email or add an email with other email. This email address will be the selected email address. It will be recorded in the event log and a confirmation of events will be sent to it.
Select the publication name from the drop-down menu.
Select a start type. Voluntary displays offers associated with your sales team and code displays offers associated with that particular code.
Select the source of the subscription from the drop-down menu.
Select the email only offer. Filter the results with the search and postal/ZIP code fields.
Select go to CSR portal.
Part 2
The order in which information is collected depends on the presentation set up in the CMS.
You will be taken to the New Start Portal. From this screen:
Enter the subscriber's address information and select continue. Note: Digital ZIP-only and digital subscriptions will require only a postal code.
Enter the subscriber's payment information and select continue. Payment information is not required for both complimentary and start-and-bill subscriptions.
Confirm the subscriber’s address and payment information then select place your order.
This procedure is a best-practice example. The order in which a subscriber's payment and address information is collected may change, depending on how the client has configured their CMS.
See also: Configure Subscription Purchases in Solicitor Concierge
Business users would now be able to manage disclaimers to be displayed to CSR rep via Subscribe Concierge Admin portal. This is available under ‘Client management’ section of One CSR portal.
This feature is implemented in phases, where Phase 1 covers search, edit, view, import/export disclaimers and phase 2 covers adding and deleting disclaimers as well as minor enhancements. In scope of the current document is Phase 1 only.
Minimum Subscribe version required is 3.13
CMS Attributes are supported in disclaimers starting from 3.14
Have appropriate permissions:
Search, View, Edit, Import/Export is allowed for: MG2 Admin, MG2 Developer, Client Admin
Search and View is allowed for: CSR Admin, CSR Admin, CSR Power User
The ‘Manage disclaimers’ subsection is added to ‘Client management section’ of One CSR portal. Disclaimer search section has single-selection filter and a search field. The dropdown filters disclaimers against their properties:
Disclaimer Code
Description
Event Type Id
Event Code
A single event can have multiple disclaimers, if multiple disclaimers exist for an event display all the associated with disclaimers
Search field only becomes enabled when a filter option is selected in a filter dropdown. It performs search against the disclaimer property selected in the dropdown filter.
To perform a search please select an option from a single-selection dropdown filter, type something in search input (this one is optional), and click 'Search' button. You will see a result set of disclaimers matching the entered criteria, ordered by Event Type Id (asc)
If no search criteria is selected and the user clicks search all the disclaimers must be displayed ordered by Event Type Id (asc)
To view/edit a disclaimer please click 'Edit' button in the right column - this will open the pop up with disclaimer in a Preview mode. If you want to edit a disclaimer then click 'Edit' button in the pop up. It will open a WYSYWIG editor.
To go back to the preview mode and review the changes you made please save your changes and then click 'Preview' button in the pop up.
Please note that if you want to switch to the Preview mode or close a disclaimer having unsaved changes you will see a warning message
To export a disclaimer please select the one you want to export from the dropdown and click 'Export'
The export dropdown is multiselectional so several disclaimer can be selected at a time
To import disclaimer(s) please click 'Import' button and select the disclaimer(s) you want to import in the dialog window, and then click 'Open'.
DISCLAIMER
Product Information contained within this document, including technical information and functional specifications, is subject to change without notice. Naviga reserves the right to make any changes to the information in this document at any time without notice. Naviga makes no warranty, representation, or guarantee regarding the suitability of its products and services for any particular purpose.
Welcome to the CSR User Guide! Currently, the guides in this section provide detailed instructions for all the features of the following circulation systems:
NCS
Matrix
Each page's title indicates its circulation system in parentheses. Alternatively, please use the following table to determine if your circulation system supports a feature.
Section Name
Applicable Circulation Systems
NCS, Matrix
NCS, Matrix
NCS
NCS
Matrix
NCS
NCS
NCS
NCS
NCS
NCS, Matrix
NCS
CSRs now have the option to edit the customerRegistrationID field by using the Search feature under the User accounts module in the menu as well as using the Subscription Search under the Subscription Information module when starting a new call in the 'Digital' tab.
Important:
When the CSR edits the customerRegistrationID it will update Naviga's Registration tables. It will NOT update Auth0 and is not expected to update any other third party service.
No event type is fired.
No historical data is retained.
You can manage a subscriber's product from the offers tab. From this tab, you can:
upgrade a subscription
downgrade a subscription
To view the offers tab, perform a , and then select the offers tab.
To upgrade a subscription:
Select the change offers button. The upgrades/downgrades grid will appear.
Select the upgrades tab and choose when to perform the upgrade: Immediately, Next Publishing Date, or Select a date. If selecting a date, use the calendar icon to pick a date.
Choose an offer from the list. The arrow button expands to display more information about the offer. (If the upgraded offer requires a delivery address or if the billing address is not routable, address fields will appear. Fill them in.)
Confirm the disclaimer with the subscriber and check the disclaimer box.
Select the upgrade offer button. The upgrade is processed in real-time with the circulation system.
To downgrade a subscription:
Select the change offers button. The upgrades/downgrades grid will appear.
Select the downgrades tab and choose when to perform the downgrade: Immediately, Next Publishing Date, or Select a date. If selecting a date, use the calendar icon to pick a date.
Choose an offer from the list. The arrow button expands to display more information about the offer.
Confirm the disclaimer with the subscriber and check the disclaimer box.
Select the downgrade offer button. The downgrade is processed in real-time with the circulation system.
The information displayed in this tab returns in real-time from our circulation databases. You must have NCS Circ 2018.5 or greater for current integration.
This guide will introduce you to the Subscription Search feature of the Subcon Admin Portal. Subscription Search allows you to search for and manage subscriptions.
To find a particular subscription:
Select the subscription search button on the left side of the window.
Fill in the appropriate search parameters.
Select the search button.
A list of matches will display.
Find the desired subscription from the search results and select either research or start call
Though including client in your search query can be helpful, you cannot search by it exclusively. Attempting to do so will return an error, and the mandatory fields will be highlighted. Populate at least one mandatory field in addition to client for a successful search. In general, the more detailed your search parameters, the more precise and quick your return will be.
The research feature displays a read-only overview of the subscription. You can view account information, digital subscription information, and search the account's history of events, filtering the events by type and time. This feature does not start a call.
Note: The client can configure whether the start call feature prompts you to confirm a subscriber's email address. You can enter a new email (other), select a registered email from the drop-down menu, or choose no email. The email address you choose (new or registered) will become the selected email for this call. This email address will be recorded in the event log and will receive a confirmation of events that occurred during the call.
To end a call, select the end call button in the upper right corner of any tab.
The start call feature allows you to manage subscription information. You can process requests, update information, review events, etc. Likely, you will find yourself using this feature in most scenarios. By default, the feature displays the tab.
See also:
Term
Description
Product
The name of the product offer.
Price
The amount the subscriber pay's for the product.
Quantity
The number of offers subscribed to.
AddOn
Indicates whether the offer has any additional services.
Taxable
Indicates whether the product is taxable.
Delivery method
Method of publication delivery. Options: Route Mail Online Mixed Hybrid
Start date
Date of when subscriber began service (MM-DD-YYYY).
Stop date
Date of when subscriber ended service (MM-DD-YYYY).
Term
Description
Offer ID
The offer's identification number.
Internal name
The offer's internal description.
Confirmation name
The offer's confirmation name.
EZ pay
Indicates whether the offer supports automatic renewal.
Quantity
Indicates the number of products.
Title
In the expanded details, the name of the offer.
Body
In the expanded details, the description of the offer.
Price
In the expanded details, the price of the offer.
Query Parameter
Definition
Client
Client's publication name.
Phone number
Subscription holder's phone number.
Subscription holder's email.
House number
Delivery address house number.
Street
Delivery address street name.
Postal/ZIP code
Delivery address postal code.
Last name
Subscription holder's last name.
First name
Subscription holder's first name.
DISCLAIMER
Product Information contained within this document, including technical information and functional specifications, is subject to change without notice. Naviga reserves the right to make any changes to the information in this document at any time without notice. Naviga makes no warranty, representation, or guarantee regarding the suitability of its products and services for any particular purpose.
These features are for NCS.
The features are for Matrix.
For any features not yet supported in the CSR Portal, you can use the lookup classic portal button to navigate to the classic portal.
Before you can redirect to the classic portal, complete the following prerequisites:
Submit database names to Naviga for implementation.
Reach out to Naviga Implementation Manager to get this implemented in your environment.
Establish a reference between the classic portal and the CSR portal. Instructions for this task are below.
Log into both instances before selecting the lookup classic portal button.
To establish a reference between the classic portal and the CSR portal:
Configure usernames and KeyID in all NCS Circ instances.
Add the CSR username to the Subscribe Portal.
Add the NCS KeyID to the CSR username in the Subscribe Portal:
Select users in the CSR Portal.
Select the pencil icon that corresponds to the desired username.
Add the NCS KeyID in the key id field.
Select save.
The lookup classic portal button is located on any subscription search tab. Perform a subscription search, then select the button from the bottom of any tab.
The information displayed in this tab returns in real-time from our circulation databases. You must have NCS Circ 2018.5 or greater for current integration.
This feature allows you to permanently stop a subscription.
Permanent stops cannot overlap with other stops or transfers. You can update or cancel scheduled permanent stops in the scheduled stops/starts grid.
You can find this feature under the stop tab. To navigate here, perform a subscription search, and then select the stop tab.
Here are some helpful pointers when creating or updating permanent stops.
When creating a permanent stop, you will work through the stop saver workflow with the subscriber. Stop saver includes three steps (1. Benefit Section, 2. Stop Saver Offer, 3. Stop Subscription). These steps help stop a cancellation. Stop Saver is configurable in the Subscribe database. Clients must submit a Stop Saver Rules document that details their preferences.
Note: the stop saver feature will not appear for some reason types (e.g. deceased, office use only, etc.) These options are configurable in the Subscribe database.
Reason options come in real-time from a circulation database.
This workflow can help determine how and when to process permanent stops.
To create a permanent stop:
Select the permanent stop button.
Choose a cancellation reason from the drop-down list.
Optionally, read the benefits section to the subscriber. (This appears only if Stop Save is configured.) If the subscriber agrees to the suggested solution, select helpful: yes and stop this procedure. Otherwise, select helpful: no and continue to the next step.
Present the offer(s) to the subscriber. If the subscriber agrees to an offer, select it, choose when to implement the offer (Change Immediately, Change Next Billing Cycle, Schedule Change), then select helpful: yes to confirm the change. End the procedure. The updated offer is processed in real-time with the circulation system.
Otherwise, select helpful: no and continue to the next step.
Read the displayed message to the subscriber and choose when to stop the subscription
(change Immediately, Change Next Billing Cycle, Schedule Change). If scheduling for a future date, select a date. Note: If the subscription is in grace, and if you choose the next billing cycle, the subscription will end immediately by default. If you choose an end date after the grace period ends, the subscription will still end when the grace period ends. If a payment is made that brings the subscription out of grace, the selected end date will be honored.
Confirm the disclaimer text to the subscriber and select submit. The permanent stop is processed in real-time with the circulation system.
You can only cancel permanent stops with stop types values of NextBillingCycle or Specific Date. If the stop types value is Immediate, the permanent stop cannot be canceled.
To cancel a permanent stop:
Navigate to the scheduled stops/starts grid.
Select the cancel button next to the corresponding permanent stop.
Confirm you want to delete the record and select OK. The cancellation is processed in real-time with the circulation system.
You can only update permanent stops with stop types values of NextBillingCycle or Specific Date. If the stop types value is Immediate, the permanent stop cannot be updated.
To update a permanent stop:
Navigate to the scheduled stops/starts grid.
Select the change button next to the corresponding permanent stop.
Update the stop type, stop date, and reason. The stop date can updated only when you choose a stop type value of Specific Date.
Select submit. The update is processed in real-time with the circulation system.
The information displayed in this tab returns in real-time from our circulation databases. You must have NCS Circ 2018.5 or greater for current integration.
See also: Create a temporary stop, Create a vacation delivery, Restart a subscription
You can manage a subscriber's solicitation preference in the account information tab. From this tab, you can:
add a subscriber to a do not call, email, or TMC list
edit a subscriber's solicitation preference
delete a subscriber's solicitation preference
View this workflow diagram for a visual representation of the solicitation preference feature.
Due to some issues found in the batch mode we strongly recommend using real-time mode (Flow.TrackingCodes in mg2control). Please note that as the batch mode is not being used it is planned to be deprecated starting from 3.16.3 together with the corresponding mg2control setting. The real-time mode will be the only version of the flow
To view the account information tab, perform a subscription search, and then select the account information tab. Select the account update button to display a subscription's solicitation preferences.
After selecting the account update button:
Select a type, then select add new.
Select a category to change the solicitation preference. TMC refers to telemarketing.
Choose a stop date. (Optionally, choose a resume date. If left blank, the subscriber is added to the list indefinitely.) New solicitation preferences cannot have overlapping dates and share a category.
If desired, leave a remark in the text field (100 characters). Select submit. The request is processed in real-time with the circulation system. The subscriber's solicitation preference is removed, but a record remains in the account update grid as an audit trail.
After selecting the account update button:
Select the edit button next to the corresponding solicitation preference.
Change any of the following: stop date, resume date, remarks. If the preference has already begun, only the resume date and remarks fields are editable.
Select save. The request is processed in real-time with the circulation system.
A solicitation preference's category (do not call, do not email, do not TMC) cannot be changed with the edit button. To change a category, delete the solicitation preference, and add a new preference with the desired category.
After selecting the account update button:
Select the remove button next to the corresponding solicitation preference.
Confirm you wish to delete the preference and select OK. The request is processed in real-time with the circulation system, and the preference is removed from the account update grid.
The accounted update grid displays all of a subscription's solicitation preferences.
Term
Description
Solicitation code
The code that corresponds to the solicitation preference's category (e.g. NoEMail, NoCall, NoTMC). These codes are configurable in the circulation database.
Stop date
The date when the solicitation preference begins (MM-DD-YYYY).
Resume date
The date when the solicitation preference ends (MM-DD-YYYY). Note: This field is optional. A solicitation preference can continue indefinitely.
Remarks
Any comments a CSR or subscriber left.
Change date
The date when the solicitation preference record was created or changed. (MM-DD-YYYY).
The information displayed in this tab returns in real-time from our circulation databases. You must have NCS Circ 2018.5 or greater for current integration.
You can manage a subscriber's online access from the digital tab. From this tab, you can:
edit a subscriber's digital registration
add or remove another user to a subscriber's digital subscription
view a subscriber's digital entitlements
To view the digital tab, perform a subscription search, and then select the digital tab.
To invite a user to share registration:
Select the invite button next to any user in the registrations grid. A window appears that indicates the amount of remaining registered users. If the user has remaining invites, continue to the next step. Otherwise, you cannot proceed.
Add the new users first name, last name, and email address. Select either owner or guest as the user type. This determines the amount of privilege the user will have.
(Optionally, if owner is chosen, confirm the disclaimer to the subscriber and check the disclaimer box.)
Select the send invite button. An email will be sent to the specified email address and the record will appear in the pending invites grid.
Use the add another person to invite and remove the last person added buttons to send multiple invites at once!
To re-invite a user whom has not accepted their invitation:
Select the invite button next to any user in the registrations grid. The pending invitations grid will appear.
Select the resend invite button next to the desired user. An email will be resent to the user.
To remove a pending user:
Select the invite button next to any user in the registrations grid. The pending invitations grid will appear.
Select the remove button next to the desired user. The user's invitation will be removed from the pending invitations grid and their invitation will become invalid. This request is processed in real-time with the circulation system.
To edit a user's registration information:
Select the edit button that corresponds with the user in the registrations grid.
Toggle whether both the email address and password should be changed. If keeping current, select keep current and do nothing. If changing, select set to... and add the new password or email.
Select the update button next to either the new password or email.
To remove a user from shared registration:
Select the invite button next to any user in the registrations grid.
Navigate to the current members grid.
Select the remove button next to the desired user.
Term
Description
Login name
The user's login name, always the user's registered email address.
State
If registration is verified then [State] = "Standard" else [State] = "Unverified"
Type
Either owner or Guest. Indicates the amount of access the user has.
Change date
The date and time the change occurred (MM-DD-YYYY HH-MM-SS AM/PM).
Select the details button to view the manage registration grid.
Term
Description
Account number
The subscriber's circulation account number.
Subscriber
The subscriber's Naviga Subscriber identification number.
Full name
The subscriber's full name.
Active
Indicates whether the account is active.
Type
Indicates the type of access the user has. Owner = full, Guest = limited.
Address
The subscriber's billing address.
To view the entitlements grid, select the show entitlements button.
Term
Description
Newspaper ID
The newspaper's identification number.
Newspaper name
The newspaper's name.
Household level ID
The household subscription level identification number.
Household level
Means Household Subscription Level and refers to a numeric value that is associated with a subscriber’s entitlement access. The numeric values are not fixed and the client determines them. However, 99 typically refers to no access and 1 typically to full access. This field is editable.
Entitlement ID
The entitlement's identification number.
Entitlement code
The entitlement's database code.
Entitlement description
Description of the entitlement, e.g. eEdition Access.
You can find more about entitlements here
This guide explores the payment and billing management functionality of the SubCon Admin Portal. It describes and provides instructions for each feature of the payment/billing tab. You can:
view a subscription's billing status, saved payment methods, and transactions
make payments and update payment methods
opt subscriptions into automatic renewal (auto-renew)
switch auto-renew subscriptions back into invoices
opt subscriptions into/out of an electronic bill (eBill)
Tip: To quickly show an accounts current balance, select the show balance button in the upper right corner. If the displayed number is negative, the account is past due.
To view the payment/billing tab, perform a , and then select the payment/billing tab.
The status details section of this tab displays information about a subscription's status. These values are processed in real-time. The source column indicates which database the values come from, either Subscribe or Circulation.
The saved payment methods grid displays a subscription's saved payment methods. The values come in real-time from the circulation system.
The subscription financial transactions grid displays a subscription's transaction history. Use the drop-down menu to apply length filters. Select the icon in the details column to view detailed transaction information.
The values come in real-time from the circulation system.
Detailed Transaction Information To view these details, select the icon in the details column. Important: The payment amount includes any adjustments, coupons or discounts.
The values come in real-time from the circulation system.
For security reasons, a CSR Rep can only make one payment every 24 hours.
To make a payment:
Select the make a payment button.
Choose a payment term and rate.
Confirm whether the subscriber wishes to add a tip.
Confirm whether the subscriber wishes to enroll in auto-renew. If so, check the auto-renew box.
Confirm the disclaimer text to the subscriber and select a payment method.
Enter the payment information details and select Submit. The request is processed in real-time with the payment provider and NCS Circulation system. Note: The activation fee is a flat fee applicable to subscriptions not currently enrolled in auto-renew. The fee amount is configurable in the Subscribe and Circulation databases.
For security reasons, a CSR Rep cannot opt a subscription into auto-renew if a payment has been made in the last 24 hours.
To opt a subscription into auto-renew:
Select the auto-renew sign up button. The sign up form appears.
Confirm a payment term with subscriber. Term is the number of weeks per billing cycle. Total payment is the amount due today.
Confirm the disclaimer text to the subscriber and select pay with credit card.
Enter the credit card details and select submit. The request is processed in real-time with the circulation system.
The new payment method will appear in the saved payment methods grid after selecting the refresh button.
A CSR can update the payment method of the subscription that's on auto renew.
This feature allows you to update a payment method (e.g. switching credit cards) or change a payment method (e.g. switch from a credit card to a bank account).
To update or change a payment method:
Select the update payment method button. The feature appears.
Confirm the disclaimer text with the subscriber.
Determine if the subscriber will update or change their payment method. If only updating, select the continue with… button. If changing, select the switch to… button.
Fill in the new payment’s information.
Select either submit or save, depending on which option the subscriber chose. The updated payment information is processed in real-time with the circulation system.
The new payment method will display in the payment method grid on the next published day.
To switch to invoices:
Select the switch to invoice button.
Confirm the disclaimer text with the subscriber.
Select submit. The updated information is processed in real-time with the circulation system.
You can opt subscriptions into an eBill only if they are not enrolled in auto-renew.
To opt a subscription into an eBill:
Select the eBill sign up button. The sign up form appears.
Verify the email address. If a subscription email is recorded, that will automatically populate here.
Confirm the disclaimer text to the subscriber and select submit. This request is processed in real-time with the circulation system. The new email address will populate in the eBill field under Status Details.
Once a subscription has opted into an eBill, the corresponding email address can be updated in the status details section. Select the pencil icon the eBill row and enter a new email address. Any change will occur in the Circulation system in real-time.
To opt a subscription out of an eBill:
Select the cancel eBill button.
Confirm your decision and select OK. This request is processed in real-time with the circulation system. The email address will be removed from the eBill field under Status Details.
The information displayed in this tab returns in real-time from our circulation databases. You must have NCS Circ 2018.5 or greater for current integration.
You can make one-time payments only on subscriptions not currently enrolled in auto-renew. View this for a visual representation.
View this for a visual representation.
View this for a visual representation.
Term or phrase
Description
Source
Auto-renew
Indicates whether the subscription is enrolled in automatic payment renewal. Values can be either Yes or No.
Subscribe
Payment method type
The payment method used for the last transaction (e.g. CreditCard or BankDraft) Note: this field applies to subscriptions that are not currently enrolled in auto-renew.
Circulation
Current payment method
The last four digits of the payment's account number. Note: will only display if subscription is enrolled in auto-renew.
Circulation
Expiration date
The date at which the subscription expires (MM-DD-YYYY). Note: For NCS Circ clients, the expiry date and paid thru date are same.
Subscribe
eBill
Indicates whether the subscription is enrolled in an electronic/paperless billing system. If so, the email address that is invoiced will display here.
Subscribe
Term or phrase
Description
Payment method type
Indicates the type of saved payment method (e.g., CreditCard or BankDraft).
Account number
Either the masked credit card or bank account number.
Term or phrase
Description
Amount
The total amount of the transaction.
Transaction type
Indicates whether the transaction is auto-renew (AutoPay), a one-time payment (Payment), or a declined payment (PymtDecline).
Payment method
Indicates whether the payment method was Bank Account, Credit Card, Check or Cash.
Status
Indicates whether the payment was completed (Captured) or declined (Declined).
Add date
The date the transaction was made.
Details
Select this icon to view detailed transaction information.
Term
Description
Transaction ID
Transaction's identification number
Payment amount
Cost of the subscription before tax and tip.
Tax amount
The tax of the subscription.
Tip
Optional tip added on top of the subscription.
Adjustment amount
A credit or debit made to the account’s balance but unrelated to the subscription cost (e.g. an activation fee). There can be multiple fees. Only the total displays. Note: This value will only be included in the total amount if cash flag = Yes in the circulation system.
Coupon amount
A percent or flat amount reduction off the price of a subscription indicated by a detachable voucher. Note: This value is not included in the total amount.
Discount
The difference in price from the immediately previous transaction.
Bank name
The name of the subscriber's bank. Note: This field only appears if payment method is Check or Bank.
Check number
The check number of the particular payment. Note: This field only appears if payment method is Check.
Bank number
The bank number of the particular payment. Note: This field only appears if payment method is Bank.
This feature allows a CSR to restart a permanently stopped subscription in real-time. For the subscription to be restarted from one CSR portal it should pass the restart eligibility check that consists of the following:
The Subscription has been stopped for less than X days (set up for the client in MG2 control)
The Subscription is not Complimentary
No payments made during last 24 hours
The Rates are returned from the NCS Circ OR the Rates are not returned but the balance is negative
You can find this feature either under the Account Information tab - please scroll down to see the Restart button that will redirect you to the Payment/Billing tab, or you can go straightly to Payment/Billing tab. To navigate here, perform a subscription search, and then select the tab.
At Payment/Billing tab click the Restart button, the following actions depend on where the rates are returned from the NCS Circ.
The rates are returned in real-time from the NCS circ. You must have NCS Circ 2018.5 or above to turn this feature on
For more details please see the Flowchart and the public documentation
This guide explores address management features of the SubCon Admin Portal. It describes and provides instructions for each feature of the move tab. You can:
update a delivery address
update a billing address
cancel a scheduled address change
Note: The feature to update/add an address for a no-address starts is currently under development and will be supported in a future release.
This workflow provides a visual representation.
To view the move tab, perform a subscription search, and then select the move tab.
To update a billing address:
Select the edit button under the billing address column.
Enter the new values for each section of the billing address.
Select the calendar icon and choose a date for when the address change should occur.
Confirm whether the subscriber wishes to apply the change to delivery address. If so, confirm the address is deliverable, check the box, then confirm the disclaimer. Otherwise, skip this step.
Select save. The change is processed in real-time with the circulation system and the address change appears in the scheduled address change grid.
Please note that only one address change can be created for the same date
To update a delivery address:
Select the edit button under the delivery address column.
Enter the new values for each section of the delivery address.
Select the calendar icon and choose a date for when the address change should occur.
Confirm whether the subscriber wishes to apply the change to the billing address. If so, check the box and confirm the disclaimer. Otherwise, skip this step.
Select save. The change is processed in real-time with the circulation system and the address change appears in the scheduled address change grid.
Note: If a non-deliverable address entered, you will receive an error. The address must be within the delivery route.
Starting from the version 3.13 in case non-deliverable address is entered and there is a digital downgrade offer assigned to this subscription - the user will be offered an option to downgrade to digital only offer. Please see more information about downgrade flow in our public documentation.
To cancel a scheduled address change:
Navigate to the scheduled address change grid.
Select the cancel button that corresponds with the scheduled change. The cancellation is processed in real-time with the circulation system.
The information displayed in this tab returns in real-time from our circulation databases. You must have NCS Circ 2018.5 or greater for current integration.
This feature allows you to pause a print delivery. It functions as a temporary hold of a subscription.
Temporary stops cannot overlap with other stops or transfers. You can edit or cancel existing temporary stops in the scheduled stops/starts grid.
Minimum NCS version required for this integration is 2020.3
You can find this feature under the stop tab. To navigate here, perform a subscription search, and then select the stop tab.
Here are some helpful pointers when creating or updating temporary stops.
Temporary stops must comply with the vacation cut-off times table.
For example:
Sun for Mon | 07:00 PM Suntranslates toFor a Monday stop, the cutoff must occur by 7:00 PM Sunday.
Reason, hold, and donation options come in real-time from a circulation database.
Some common hold options are VacPack, credit, and donation. VacPack refers to a vacation package where the physical product will be delivered after the vacation. Sometimes donation allows the subscriber to specify where a donation goes. Credit extends the subscription's expiry date in accordance with the number of paused days.
This workflow can help determine how and when to process temporary stops.
To create a temporary stop:
Select temporary stop. The add new temporary stop feature appears.
Choose a stop date and resume date. Adhere to the vacation cut-off times table.
Choose a reason from the drop-down menu.
Select a hold option.
Confirm the disclaimer text to the subscriber and select submit. The temporary stop is processed in real-time with the circulation system.
If a temporary stop has already been created, you can only edit the end date (and not the start date). To edit the start date, cancel the temporary stop, and start anew.
To cancel a temporary stop:
Navigate to the scheduled stops/starts grid.
Select the cancel button next to the corresponding temporary stop.
Confirm you want to delete the record and select OK. The cancellation is processed in real-time with the circulation system.
To update a temporary stop:
Navigate to the scheduled stops/starts grid.
Select the change button next to the corresponding temporary stop. The change a temporary stop function appears
Choose the updated dates for the temporary stop, being sure to adhere to the vacation cut-off times chart.
Select submit. The update is processed in real-time with the circulation system.
The information displayed in this tab returns in real-time from our circulation databases. You must have NCS Circ 2018.5 or greater for current integration.
See also: Create a permanent stop, Create a vacation transfer
A vacation transfer allows you to temporarily change a print subscription's delivery address.
Transfers cannot overlap with other stops. You can edit or cancel existing transfers in the scheduled stops/starts grid.
You can find this feature under the stop tab. To navigate here, perform a subscription search, and then select the stop tab.
Here are some helpful pointers when creating or updating vacation transfers.
Transfers must comply with the vacation cut-off times table. For example:
Sun for Mon | 07:00 PM Suntranslates toFor a Monday transfer, the cutoff must occur by 7:00 PM Sunday.
If the temporary delivery address is within a delivery route, a carrier will deliver the subscription per usual. Otherwise, the subscription will ship via mail and may lead to a later delivery.
This workflow can help determine how and when to process vacation transfers.
To create a vacation transfer:
Select vacation transfer. The add new vacation transfer feature appears.
Choose a stop date and resume date. Adhere to the vacation cut-off times table.
Enter a temporary delivery address into the corresponding fields.
Select a transfer reason.
Confirm the disclaimer text to the subscriber and select submit. You will see the scheduled transfer in the scheduled stops/starts grid. The vacation transfer is processed in real-time with the circulation system.
If a vacation transfer has already been created, you can only update the dates (and not the address). To update the address, cancel the initial vacation transfer and start anew.
To cancel a vacation transfer:
Navigate to the scheduled stops/starts grid.
Select the cancel button next to the corresponding vacation transfer.
Confirm you want to delete the record and select OK. The cancellation is processed in real-time with the circulation system.
To update a vacation transfer:
Navigate to the scheduled stops/starts grid.
Select the change button next to the corresponding vacation transfer. The change vacation transfer function appears.
Choose the updated dates for the vacation transfer, being sure to adhere to the vacation cut-off times chart.
Select submit. The update is processed in real-time with the circulation system.
The information displayed in this tab returns in real-time from our circulation databases. You must have NCS Circ 2018.5 or greater for current integration.
See also: Create a permanent stop, Create a temporary stop
This guide explores the payment and billing management functionality of the SubCon Admin Portal. It describes and provides instructions for each feature of the payment/billing tab. You can:
view a subscription's billing status, saved payment methods, and transactions
make payments and update payment methods
opt subscriptions into automatic renewal (auto-renew)
switch auto-renew subscriptions back into invoices
Tip: To quickly show an accounts current balance, select the show balance button in the upper right corner. If the displayed number is negative, the account is past due.
To view the payment/billing tab, perform a subscription search, and then select the payment/billing tab.
The status details section of this tab displays information about a subscription's status. These values are processed in real-time. The source column indicates which database the values come from, either Subscribe or Circulation.
Term or phrase
Description
Source
Auto-renew
Indicates whether the subscription is enrolled in automatic payment renewal. Values can be either Yes or No.
Subscribe
Current payment method
The last four digits of the credit card number. Note: Will always be a credit card.
Circulation
Expiration date
The date at which the subscription expires (MM-DD-YYYY). Note: Currently, paid through date and expiration date will always be the same.
Subscribe
View this workflow for a visual representation.
You can make one-time payments only on subscriptions not currently enrolled in auto-renew.
You can only make one payment every 24 hours.
To make a payment:
Select the make a payment button.
Choose a payment term and rate.
Confirm whether the subscriber wishes to add a tip.
Confirm whether the subscriber wishes to enroll in auto-renew. If so, check the auto-renew box. The activation fee is a flat rate charged each time a payment is made. The fee amount is configurable in the Subscribe database.
Confirm the disclaimer text to the subscriber and select pay with credit card.
Enter the credit card details and select submit. The request is processed in real-time with the circulation system.
This section covers:
Opting a subscriber into auto-renew
Updating the payment method of a subscriber who has opted into auto-renew
Returning a subscriber to an invoice method from auto-renew
View this workflow for a visual representation.
You cannot opt a subscription into auto-renew if a payment has been made in the last 24 hours.
To opt a subscription into auto-renew:
Select the auto-renew sign up button. The sign up form appears.
Confirm a payment term with subscriber. Term is the number of weeks per billing cycle. Total payment is the amount due today.
Confirm the disclaimer text to the subscriber and select pay with credit card.
Enter the credit card details and select submit. The request is processed in real-time with the circulation system.
The new payment method will appear in the saved payment methods grid after selecting the refresh button.
You can update the payment methods only of subscriptions in auto-renew.
This feature allows you to update a payment method (e.g. switching credit cards) or change a payment method (e.g. switch from a credit card to a bank account).
To update or change a payment method:
Select the update payment method button. The feature appears.
Confirm the disclaimer text with the subscriber.
Determine if the subscriber will update or change their payment method. If only updating, select the continue with… button. If changing, select the switch to… button.
Fill in the new payment’s information.
Select either submit or save, depending on which option the subscriber chose. The updated payment information is processed in real-time with the circulation system.
The new payment method will display in the payment method grid on the next published day.
To switch to invoices:
Select the switch to invoice button.
Confirm the disclaimer text with the subscriber.
Select submit. The updated information is processed in real-time with the circulation system.
This guide explores the complaints tab, which displays information about delivery management and delivery issues. From this tab, you can:
view a subscription's complaint history
create a new complaint
relay messages to carriers and district managers
This guide also contains instructions for creating new complaints and adding delivery messages.
To view the complaints tab, perform a , and then select the complaints tab.
The add new delivery error feature allows you to process subscriber complaints. It displays product information and a redelivery window. The displayed information integrates in real-time with the client's circulation system.
Here are some helpful pointers for recording and processing complaints.
Subscribers cannot make complaints before the redelivery window on the same day. They can inside or after the redelivery window.
Subscribers cannot make complaints during vacation days.
To record a complaint:
Select the calendar icon and choose the complaint date(s). The client determines the number of days back, as well as the number of complaints you can select.
Select an error type that corresponds with the subscriber's complaint. Use your best judgment to match the subscriber's issue with an error from the drop-down field.
Choose a resolution for the subscriber that corresponds to the workflow and client's rules. To choose Redelivery, the complaint must not have been made before the redelivery window.
Read the disclaimer text to the subscriber and check the Disclaimer read box.
Select save. If successful, the record will appear in the complaints box.
The complaints grid at the top of the page displays a history of complaints and sorts them by incident date. Clients configure the incident date range of complaints (e.g., display complaints with incident dates of today and 30 days prior).
This means it is possible for a new complaint to not appear in the grid if their incident date falls out of the client's configured range.
The table displays the following categories: Transaction ID, Incident date, Complaint description, Complaint option, Credit value, and Escalated. An escalation status of yes occurs when a certain number of complaints are created within a certain amount of days.
This feature allows you to create customized, real-time messages for carriers and district managers. You can create:
one-off notes for special instructions for carriers and district managers
permanent, placement delivery instructions
general delivery instructions
The message/instruction is added into the circulation system in real-time. It may take up to 24 hours to reflect the added message on the screen
Message types are configurable and add context to the message (e.g. a message concerning the route or ZIP code). The maximum message length is 140 characters.
To create a carrier or district manager message:
Select the add new button under the Carrier & district manager messages section.
Chose a message type from the drop-down menu.
Enter a message in the text box.
Select save.
Confirm your message and select OK.
This feature creates permanent, placement instructions (e.g. door delivery or double bag when wet). Only one permanent message is allowed per account, and the message options are predetermined. Once added, messages can be updated or removed after the next publishing date.
To create a permanent delivery message:
Select the add new button within the Permanent delivery messages grid.
Choose a date and message from the drop-down menu.
Select save.
Confirm your message and select OK.
These are editable text boxes that you can use to create general carrier notes (e.g. Corner of Melrose and 1st St or backhouse). The maximum message length is 140 characters.
To create new instructions or directions:
Select the add new or edit button.
Enter your message.
Select save.
You can have one instruction and one direction. The messages will remain until you edit or delete it.
Broadcast Messages are customer service messages displayed on Subscribe's CSR portal and/or Account Management.
The messages are broadcasted from NCS Circ to all accounts that are experiencing delivery problems so they are usually called Late Route Messages. The information is returned in real-time from NCS Circ.
This feature makes the user aware of the delivery issues they might experience and hence decreases the number of the submitted complaints.
Minimum 2018.5 NCS version is required
Minimum Subscribe version required is:
Subscribe 3.5 for One CSR Portal
Subscribe 3.14 for Account Management
Subscribe calls NCS's GETroutedeliverydelays endpoint sending the number of the account and the code of the application (Account Management and/or One CSR Portal) to display broadcast message(s) in real-time. The messages display on the account as long as they are broadcasted in NCS, and disappear when they are deleted in NCS circ.
Please note that there the broadcast messages are filtered against the application so One CSR Portal and Account Management can have different broadcast message(s)
In One CSR Portal the Late Route messages are displayed above the tabs
In Account Management these messages are displayed on a Delivery Issue page where the user can submit a complaint.
Please follow the steps below:
Please create a ticket for the Implementation manager to configure the feature. Important implementation details can be found below.
Ask your Project Manager to create Late Route messages in NCS. Please remember to specify whether it should be One CSR Portal and/or Account Management. The Late Route messages should be displayed in One CSR portal and/or Account Management in real-time. Please see the guide below.
To turn this feature ON for Account Management the Subcon. Configuration property DisplayDeliveryDelayMessages inside Complaint module should be set to true (true by default).
To turn this feature ON for One CSR portal the StartCallRouteDeliveryDelays appsetting should be set to 1.
The method should send SubscriptionId and/or AccountNumber, and ComplaintSource (DSICode from Apptypes table) in the request. For the response please see the example below:
The response returns the messages that meet the following criteria:
‘Broadcast To’ is either Customer Service - will be displayed in One CSR portal, and/or iServices Subscriber - will be displayed in Self-Service
Message is not expired, i.e.Start Date is less than MAX (PublishingDate/TODAY) and EndDate is NULL or greater than MAX (PublishingDate/TODAY), where MAX (PublishingDate/TODAY) means latest of publishing date or calendar date
Subscription starts before publishing date
In NCS circ go to Messages tab. At this tab you can add a new broadcast message as well as view existing broadcast messages, modify them or delete them.
To add a new broadcast message please click 'Add' buttton and specify the following:
Message information section
Product - please select the product for which the message should be sent.
Start date, End date - please enter the date range during which the message should be distributed, End date may be left blank
Selection type - please select the distribution type for this message (could be district, truck, route or all). Messages with Selection Type = All will be displayed to all subscriptions including those with delivery methods Online and Mail
Selection - enter the specific truck, district, route or delivery method for which the message should appear. E.g. if you have specified the route in the Selection then enter the exact route number here.
Message - add the text of the message
Message Usage section
Print on - this section has options used by NCS operational staff. Leave this section blank
Broadcast To - please select the following
'Customer service' - the message will be displayed in One CSR portal
'iServices Subscriber' - the message will be displayed in Self-Service
Broadcast time section - here you can set the exact time the message should be broadcast during the selected date range. Please enter the time and specify whether each is AM or PM
After all the required information has been entered please click 'Ok' to save the changes and start broadcasting.
This feature is highly configurable and clients define their own rules. This can help determine when to record and process complaints.
This guide explores the show events and show access events buttons of the Subscription Search feature.
Select the show events button to display a history of events. Each tab will display events based on a standard configuration. For example, selecting the button from the account information tab will display different events than selecting the button from the complaints tab.
In the search results, select the details icon to view detailed information about an event. Navigate between the tabs to view related information. Note: It is expected that some fields will not populate since each field does not necessarily pertain to every event type.
Term
Description
Event ID
The event’s identification number within the Subscribe database.
Transaction Date
The date and time at which the event occurred.
Publication
The name of the publication that the event is associated with.
Description
The event's name.
Status
Indicates whether the event is active or closed.
Details
Select the icon to see detailed information.
Select the show access events button to display when a subscriber accessed web content (event type id 708). The results from this button are the same regardless of the tab from which you selected it.
To show access events:
Select the show access events button.
Choose the date criterion.
Select search. The subscriber's access history displays below.
