Customer and subscription statuses

ChartMogul uses statuses to classify and organize customers and subscriptions.

Every customer has four independent statuses: two subscriber statuses (paid and free), a lead status, and a trial status. These statuses apply at the same time, so a single customer holds a value in all four.

Subscriptions have their own separate subscription statuses that describe individual subscriptions rather than the customer overall.

Customer and subscription statuses are not customizable.

Here’s what we cover in this article:

• Customer statuses
• Subscription statuses

Customer statuses

ChartMogul classifies every customer with four independent statuses: two subscriber statuses (paid and free), a lead status, and a trial status.

Only lead status is set manually. The three other statuses—paid subscriber status, free subscriber status, and trial status—are derived automatically from the customer’s subscription and trial history.

All four are accessible from the customer profile header, though only one is shown at a time. Learn how ChartMogul determines which status to display.

Hover over the displayed status to see all four statuses along with any additional context. The context includes time remaining on a trial, time until a scheduled cancellation, and whether a current free or trial customer was previously a paying subscriber.

Paid subscriber status

Paid subscriber status describes the customer’s current state as a paying subscriber. It has four possible values:

• Never a Paid Subscriber – the customer has never had a paid subscription.
• Active Paid Subscriber – the customer has at least one active paid subscription and no past-due subscriptions.
• Past Due Subscriber – the customer has one or more past-due subscriptions. This value takes precedence over Active Paid Subscriber and Cancelled Subscriber when a customer has multiple subscriptions.
• Cancelled Paid Subscriber – the customer has at least one cancelled paid subscription and no active or past-due subscriptions. Customers who move from a paid subscription to a free trial or free subscription also have this status.

Free subscriber status

Free subscriber status describes the customer’s relationship with free subscriptions, independently of any paid subscriptions they may have. It has three possible values:

• Never a Free Subscriber – the customer has never had a free subscription.
• Active Free Subscriber – the customer has at least one active free subscription.
• Cancelled Free Subscriber – the customer has had at least one free subscription in the past but has no active free subscriptions now. This value applies regardless of what happened to the free subscription—it could have been cancelled or converted to a paid subscription. 

Lead status

Lead status describes where a customer sits in your sales pipeline. Unlike the other three customer statuses, lead status is set manually. By default, ChartMogul classifies a customer as a New Lead. 

Update the lead status by navigating to the customer’s profile and editing their details, or update multiple leads at once with bulk editing. To ensure customers are classified and grouped based on the needs of your business, keep the criteria for updating lead status consistent within your organization.

Lead status has four possible values:

• New Lead – the default status for any non-paying business or consumer who may eventually become a subscriber. Customers with a New Lead status only contribute to the Leads and Average Sales Cycle Length charts when they have a Lead created at date.
• Working Lead – a lead in the initial stage of pursuing a sale. Depending on your business’ sales process, use Working Lead when you’ve first contacted the lead by phone, email, or social media and logged this activity in their record, or while waiting for leads to respond.
• Qualified Lead – a lead that meets your business’ lead qualification criteria. For example, use Qualified Lead when a team member has researched the lead and deemed them qualified, when a team member has completed a qualification call, when the lead responds to outreach with interest (such as pricing questions or a demo request), or when an opportunity is added, and the lead is actively evaluating your product or service.
• Unqualified Lead – a lead that is not a good fit to purchase your product or service. Examples include when someone within your organization completed the lead capture form, when the lead provided information (geography, industry, job title, etc.) that disqualifies them, when a team member researched or contacted the lead and deemed them unqualified, or when a contacted lead is unresponsive to calls and emails.

Trial status

Trial status describes the customer’s relationship with trials, both current and past. It has five possible values:

• Never Had Trial – the customer has never been on a trial.
• Active Paid Trial – the customer is currently on a paid trial.
• Active Free Trial – the customer is currently on a free trial.
• Expired Paid Trial – the customer has had a paid trial in the past but is not currently on one. This applies whether the trial ended naturally or was cancelled early. This value takes precedence over Expired Free Trial.
• Expired Free Trial – the customer has had a free trial in the past but is not currently on one. This applies whether the trial ended naturally or was cancelled early.

How ChartMogul chooses which status to display

A customer always has four customer statuses at the same time, but the customer profile header shows only one of them. ChartMogul picks the displayed status using the following priority order, from highest to lowest:

1. Past Due Subscriber
2. Paid Subscriber (equivalent to Active Paid Subscriber)
3. Active Paid Trial
4. Active Free Trial
5. Free Subscriber (equivalent to Active Free Subscriber)
6. Cancelled Subscriber (equivalent to Cancelled Paid Subscriber)
7. Cancelled Free Subscriber
8. Expired Trial (covers both Expired Paid Trial and Expired Free Trial)
9. Lead status (New Lead, Working Lead, Qualified Lead, or Unqualified Lead)

To see all four statuses with any additional context, hover over the displayed status.

Subscription statuses

Active

A subscription is Active when it is active in the most recent service period, either when billed with an invoice or created with a manual subscription.

Past due

A subscription is Past due when it has an open invoice (unpaid or partially paid) with a due date in the past or hasn’t been renewed (meaning the last service period’s end date is in the past). The Handling Past-due Subscriptions setting determines whether ChartMogul changes the status of the subscription from Past due to Cancelled after a specified period of time.

Past-due subscriptions contribute to metrics and reports. Review the Analyzing Reports section of our help center for more information on specific charts in ChartMogul.

Cancelled

A subscription is Cancelled when ChartMogul receives a cancellation subscription event or automatically churns the subscription as a result of the Handling Past-due subscriptions setting.

Expired

A trial is Expired when it has reached the end date of the trial’s service period.

Connected

ChartMogul uses this status for a subscription that has been manually connected to another and is not the primary subscription in that connection. Read more about connecting subscriptions.

Linked

ChartMogul uses this status when it automatically links a subscription to another. Read more about linked subscriptions.

Next Steps

Create automated workflows using customer statuses.