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.
• A paused subscription never loses washes. Pausing (customer-initiated, admin-initiated, or automatic due to non-payment) holds future washes rather than cancelling them — resuming restores the schedule and tops it back up to the full plan quota.
• Auto-renewal is a reward for paying on time, not an unconditional rollover. A period that ends still unpaid expires instead of renewing — the customer would need to actively resubscribe.
• A missed wash (car not found, blocked access, etc.) always gets a makeup slot the next available day — it isn’t just dropped.

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