How Limio Events Update Zuora

The Limio Order Orchestration framework is designed to seamlessly manage customer interactions by creating and processing Events that align with customer actions such as New Orders, Switch Orders, Cancel Orders, and more. Each Event triggers a Process Event with specific plugins that adapt to and modify the necessary system data accordingly. Plugins, like the Zuora plugin, ensure external systems are accurately updated in response to these Events.

Limio's Zuora plugin will update the Zuora data model. This document explains how Limio updates Zuora for each customer journey. You learn more about Limio's Order Orchestration framework at:

Order Orchestration Framework

How each customer journey in Limio updates Limio Events and Zuora

The process event call outs to the Zuora REST API and will create the following objects:

Customer journey	Description	Limio event	Zuora objects created
New Order	A new purchase of a customer	Order Submitted	Order > Create Subscription Note: Settings will impact the exact processing.
New Order (Gift Purchase)	A purchase of a gift for someone else	Order Submitted	Create Customer Account + Create Payment Method + Create Debit Memo with a Charge related to a Product and Rate Plan
New Order (Gift Redemption)	The redemption of the gift by the gift recipient.	Order Submitted	Order > Create Subscription with no payment methods
Switch (Upgrade/downgrade for an Active Subscription)	A change of billing frequency (e.g. monthly to annual) or a product change (e.g. silver to gold)	Order Change Offer	Order > Update Terms and Conditions + Order > Remove Product + Order > Add Product Contract Effective date is configured on the Limio Offer.
Switch (for a Subscription with a future-dated cancel) Also called 'Re-activation' or 'Reverting a pending cancel'	The restarting of a subscription with a planned cancellation on the same or new product (e.g. digital cancellation scheduled in 1 month, restarting on digital with 10% off)	Order Change Offer	Order > Delete Cancel + Order > Remove Product + Order > Add Product Note: This action only works if the Cancel is scheduled in the future.
Edit Add-Ons	The addition or removal of add-ons on a Subscription	Order Update Subscription	Order > Add Product OR/AND Order > Remove Product
Cancel Save	The addition of a % discount on an existing subscription to avoid a cancellation	Order Add Offer	Order > Add Product (Discount Offer) Contract Effective date is end of term by default.
Cancellation	The cancellation of a subscription	Order Cancel Subscription	Order > Cancel Subscription + Create Credit Memo (automatically created by Zuora)
Renewal	The manual renewal of a fixed-term subscription	Order Renew	Multiple scenarios: - (Active fixed term) Order > Add Product + Renew Subscription - (Lapsed / Cancelled) Order > Create Subscription - (Active Gift) Order > Create Subscription More details can be found .
Refund	A goodwill or compensation refund	Order Refund	Create Credit Memo + (When allowed) Payments > Electronic Non-Referenced Refunds
Update Subscription (Beta)	A flexible update of the subscription's product(s)	Order Update Subscription	Order > Add or Remove Product Or Order > Update Product Contract Effective date of the individual products will be configured on the Limio component. If a Limio Offer is added and removed as part of this Order, the Term will be updated in Zuora to align with the new Limio Offer. If only Quantity is changed, then Update Product is used.
Update address	Update address on the customer account	Order Change Address	Customer Account > Add Contact on Zuora Account and set it as Sold To (delivery address) or Bill To (billing address)
Update payment method	Update the payment method on the customer account	Order Change Payment	Customer Account > Add Payment Method Customer Account > Add Contact and set as Bill To
Set default payment method	Select a saved payment method to be the default for future invoices and payments	Order Change Default Payment	Customer Account > Payment Method > Default Note: When a new default payment method is set in Limio, the way it is applied to outstanding invoices depends on your configuration in Limio Settings > Zuora > Zuora Orders Settings > paymentOptions. - If Disable Auto Pay for Payment Method Updates = false (default): the new payment method will be used to automatically pay all outstanding invoices on the Zuora account. - If Disable Auto Pay for Payment Method Updates = true: the new payment method will not be used to pay outstanding invoices.
Pay invoice	Customer pays an outstanding invoice from self service	Order Pay Invoice	Payment applied to the selected Invoice
Update customer details (Name, Email)	Update key details on the customer account	Order Update Customer Details	Name: Customer Account > Update BillTo / SoldTo Name Email: Customer Account > Update BillTo / SoldTo Personal Email
Credit Memo Order	Flexible balance management for subscriptions	Order Credit Memo	Create Credit Memo

Each event will have its own payload, available via webhooks. Limio will automatically populate the Zuora Order standard fields, as defined here. Zuora will then update the Customer, Subscription, Payments etc… as defined in their documentation.

If you have any questions, please contact us at [email protected].

Can I take actions on a cancelled subscriptions?

When it comes to cancelled subscriptions, there are specific scenarios where certain actions can be taken. Those actions can only be triggered from Limio for Salesforce. Here's a breakdown of each situation:

a. Switching a Cancelled Subscription: If you are performing a switch on a subscription that has already been cancelled, the relevant cancel order will be deleted from Zuora. This ensures a smooth transition and eliminates any conflicting cancellation orders, allowing the switch to be processed accurately.

b. Cancelling an Already Cancelled Subscription: In some cases, you may need to cancel a subscription that has already been cancelled due to a possible error in the cancellation date or other reasons. In such instances, the relevant cancel order will be deleted from Zuora and a new cancel order will be created.

c. Adding an Offer to a Cancelled Subscription: Occasionally, you may need to apply an add_offer order, typically involving the application of a discount, to a subscription that is already cancelled. In this scenario, the cancel order associated with the subscription will be deleted from Zuora, allowing the add_offer order to be executed without any conflicts.

By deleting the relevant cancel orders in these specific situations, Zuora ensures that the subsequent actions taken on the cancelled subscriptions proceed smoothly, without any complications or conflicting instructions.

Please note that these actions are carried out to maintain data accuracy and ensure the proper execution of operations on cancelled subscriptions within the Zuora system.

How can I see the payload sent to Zuora for each event

Go to Events → Process Events → Callout.

Limio allows you to view each callout made to Zuora. The table will include a timestamp, the specific endpoint called and the time taken to perform the callout. First go to Event, then the Process Event.

Screenshot_2020-12-18_at_09.43.10.png

You can click on each individual callout to view the payload sent to the callout endpoint.

Screenshot

Changes to the integration pattern with certain features

• 1-1 or 1-N Zuora Customer Account and Zuora Subscription: By default, Limio will create a new Zuora Customer Account for any new subscription ordered (1-1). This is the most flexible setup as it allows to create subscription with different payment methods and avoid currency issues for example. However, it is possible to active a settings to have new subscriptions stored on the same Zuora Customer Account (1-N). To active it, please contact

• For customer using 1-N:

  • Payment Profiles: Go to Configure Zuora Payment Profiles.

  • Advanced Payment Manager: If you are using the 1-N data model, you can also use the Advanced Payment Manager (APM) in Zuora to store payment methods at the subscription level (rather than the default Customer level). To active APM in Limio, please contact . Once activated in both Zuora and Limio, Limio will automatically populate the custom field PaymentMethodId__c and PaymentGateway__c on the relevant Zuora Subscription whenever a new payment method is created (for example for New Order, Switch, Change Payment). Learn more on

• If you have Settings > Zuora > processingOptions: Collect payment on order (if payment method specified) activated: Limio will set the processing option > collectPayment to true, which will create a Payment against the request. This applies to New Order, Switch, and Renew.