Customer Journey

The full path a customer takes with a subscription, from first sign-up through the ongoing wash cycle to whatever happens at the end of a period.

Key moments worth partners understanding

• “Not Active” is normal, not broken. A subscription is created NOT_ACTIVE until its start date arrives (or an admin confirms payment) — this is expected state, not a stuck request.
• Going overdue on payment no longer pauses a subscription by itself. It flags the subscription for an admin to review — washes keep happening until the admin actually decides to pause. See Billing & Grace Period.
• A paused subscription never loses washes, however the pause was triggered — it holds future washes rather than cancelling them, and resuming restores the schedule, topped back up to cover every remaining preferred day in the period.
• Auto-renewal always creates the next period, regardless of whether the ending one was paid — payment enforcement happens on the new period the same way it does on every period, rather than blocking the renewal itself. See Renewal Flows.
• A missed wash (car not found, blocked access, etc.) gets one makeup attempt. If that makeup also can’t be completed, it’s marked Missed rather than retried again, and an admin follows up with the customer directly.

See Subscription Lifecycle for the exact state machine behind this diagram.