What are the known limitations of the Keap Infusionsoft integration?
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When sending Infusionsoft data to ChartMogul, we strongly recommend setting your churn recognition setting in ChartMogul to When a subscription is marked as canceled in the billing system. This allows us to properly set the churn date that the billing system provides. This is a global setting and will affect all data sources.
- Due to global rate limit constraints imposed by Keap, we set the Trial Started At date in ChartMogul to the date the contact was created.
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A subscription can be billed at a different interval from the product interval in Keap. At this time, we currently use the product interval.
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The "end date" field on a subscription is what is used to churn a customer. This field is a date only field without time. It can be set to any date in the future and we use this date plus midnight (UTC) as the time of the churn.
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If no end date is specified but the subscription is marked inactive, we use the next scheduled bill date as the churn date.
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Because Infusionsoft doesn't validate email addresses upon data entry, invalid email addresses will not be synced to ChartMogul. If a customer record has an invalid email in Keap, the record will sync to ChartMogul but because the email address fails validation it is not stored in ChartMogul.
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If a contact ID changes on a subscription (you move a subscription from one Contact to another), it will lead to duplicated subscriptions in ChartMogul.
- If a user's subscription is cancelled due to failed payment and the user pays the open order eventually, the subscription will not be reactivated in ChartMogul until a new order is synced. You can remove cancellations manually under Data Platform in ChartMogul. To do this:
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- Go to the affected Customer’s Profile
- Click on the Customer’s Infusionsoft External ID Link in the Customer Details section
- Click on the Cancellations Tab
- Check the box of the cancellation(s) that should be removed
- Finally, click “Delete Selected Row(s)”
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