Defining the customer journey

Stigg app users can control the default behavior of customers’ interaction with the product.

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Journey Start

To configure how customers begin their subscription:

1. Open the Customer Journey section in the Stigg app.
2. Under Journey Start, choose how new customers gain initial access to the product:
   • According to their plan selection - to allow customers to select a plan from the pricing table
   • In a free trial of a paid plan to always start in a free trial of a paid plan
   • In a free plan to always start in a free plan

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Subscription Update

To define how updates to customers’ subscriptions are handled:

1. Under Subscription Update, configure the following options:
   • Upgrades: always performed immediately.
   • Downgrades: can occur:
     • Immediately while granting customers credits for unused time, or
     • At the end of the billing period.
2. Configure how resettable metered features behave:
   • Immediately reset usage upon plan transition.
   • Never reset usage upon plan transition.
   • Reset only when the subscription’s billing anchor changes (useful for transitions between free, paid, or different billing periods).

For more details, see Subscription upgrades & downgrades.

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Journey End

To configure what happens when a customer cancels their subscription or when their trial expires:

1. Under Journey End, define when cancellation occurs:
   • Immediately while granting customers credits for unused time.
   • At the end of the billing period.
2. Define what happens after cancellation:
   • Revoke access to the subscription entitlements.
   • Automatically downgrade the customer to a free plan (reverse trial).
3. (Optional) When multiple products exist, configure linked cancellations, for example, canceling a subscription to product B when canceling product A.

For more details, see Implement a team plan with separate usage enforcement for each team member.