> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stigg.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Defining the customer journey

## Overview

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

<img src="https://mintcdn.com/stigg/tWlJkHU9GfoKBEmJ/images/docs/4541a7991c90c66cb1cae1c6b3b3f33a0a1240f9e8a36b471b1b3a22fd237685-Screenshot_2024-11-14_at_13.18.17.png?fit=max&auto=format&n=tWlJkHU9GfoKBEmJ&q=85&s=dccad4493f0520ab45951ee25ec3bccd" alt="" width="2462" height="1106" data-path="images/docs/4541a7991c90c66cb1cae1c6b3b3f33a0a1240f9e8a36b471b1b3a22fd237685-Screenshot_2024-11-14_at_13.18.17.png" />

<Note>
  The default behavior can be overridden programmatically using the Stigg SDKs and API.
</Note>

## 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

## 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](../../managing-customers-and-subscriptions/subscription-updates/overview).

## 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](/guides/i-want-to/guide-team-plan).

<Note>
  All updates to the Customer Journey affect future subscription provisioning, updates, and cancellations. They do not apply retroactively.
</Note>