Subscriptions: fees, renewals and failed payments

The fee on subscription orders

The weekly usage fee has two rates while you sell subscriptions: 2% on subscription orders, on both plans, and your plan's rate (0.8% on Starter, 0.5% on Scale) on everything else. The Fees page shows both, for example "Subscription orders: 2% · one-off items: 0.8%".

• Every renewal order counts fully at 2%.
• A first order with subscription and one-time items is split: the subscription lines' share of the order total (their share of shipping and tax included) at 2%, the rest at your plan's rate.
• A refund is split the same way as its order.
• An order of 0.00 (a free trial with nothing due) is not billed.
• Test subscriptions and their orders are never billed.

A fee period then reads, for example, "0.8% of €10,000.00 + 2% of €2,400.00 subscriptions". The minimum of 1.00 applies to the week's total fee; below it, both amounts carry to the next week. See The weekly usage fee.

How a renewal is charged

On the due date, at 06:00 in your store's time zone, LatchPay asks Shopify for the renewal's total at the agreed prices and shipping, reserves the items, and charges the saved card on your Whop business. When Whop confirms the payment, LatchPay writes the paid Shopify order, tagged LatchPay subscription. Nothing else writes subscription orders, and each cycle gets exactly one.

The payment lands on your Whop business like any checkout payment, with Whop's own fees. The buyer's card statement shows WHOP* like the first payment.

Failed payments

A declined renewal is not the end of the subscription:

• The buyer gets an e-mail at the first failure with a link to update their card (you can switch that e-mail off, see e-mails).
• LatchPay tries again 1, 3 and 7 days after the due date, at 06:00, never within 24 hours of the last try. A card that was reported lost or stolen, or another hard decline, is not tried again.
• When the bank wants the buyer to confirm the payment, the buyer gets a link to confirm it in the portal.
• A new card in the portal is tried again at once, at least 24 hours after the last try.
• After the last failed try the subscription is paused, never cancelled, and the buyer is told.

The Payment problem filter on the Subscriptions page lists subscriptions between tries; paused ones are under Paused.

When a renewal waits

A renewal is not charged, and waits, when:

• The total changed. The buyer agreed to an amount. When Shopify's total differs (a new tax rate, for example), the renewal waits and Needs attention asks you to Accept new amount. The buyer is then told, and the new amount is charged no earlier than 7 days later. Or cancel the subscription.
• The item is out of stock. The renewal waits up to 7 days and is then skipped. Two skips in a row, or a deleted variant, pause the subscription so the buyer can choose another item.
• A reminder is not out yet. A payment after a trial, or of a long interval, waits until its reminder e-mail went out long enough before.
• The Whop connection is not usable. After 7 days the subscription is paused and the buyer is told.

Switching subscriptions off, switching the checkout off or a paused usage fee does not stop renewals. Existing buyers keep getting what they agreed to.

Paused subscriptions and resuming

A subscription is paused when:

• the buyer paused it (it resumes by itself on the chosen date, or when they resume it),
• you paused it, or used Pause all,
• the last payment try failed, or the saved card no longer works on your Whop business,
• its first order is waiting in the review queue,
• a buyer opened a dispute,
• the store was disconnected, or LatchPay could not renew it for 7 days.

Resume one from its page, or everything you or LatchPay paused with Resume all in Subscriptions → Settings. The first payment after a resume is at least 3 days away (or later, to fit your reminder e-mail), and the buyer gets an e-mail.

Refunds and disputes

Refund a renewal order on Whop like any other order; it is mirrored into LatchPay and Shopify. A refund never cancels or pauses the subscription: cancel it separately if the buyer wants that.

A dispute on a subscription payment pauses the subscription. Only you can resume it. See Chargebacks and evidence.

If your membership lapses

If your LatchPay membership ends, your checkouts stop, but subscriptions keep renewing for 14 days so your buyers are not surprised. After that they are paused and your buyers are told. The membership page shows the date and a Pause all renewals now button if you would rather stop at once.

The numbers on the Subscriptions page

Tiles

• MRR: the monthly equivalent of every active subscription's amount, excluding tax and shipping. Trials and paused subscriptions are not included.
• Active subscribers: buyers (by e-mail) with an active subscription or a trial.
• Churn: of the subscriptions live at the start of the period, the share that ended in it. Those that started and ended in the period are shown on a separate line. Rejected first orders are not churn.
• Failed payments: payments that failed for the first time in the period (retries do not count again), and how many of them were paid later.
• New and Renewal revenue: new subscriptions, and the renewal orders' totals minus their refunds.

All tiles are in your store currency and leave test subscriptions out.