Create SaaS renewal specific mailer
Problem
Today, SaaS customers receive the same new purchase email no matter if they are purchasing a new subscription, renewing an existing, or simply adding a few seats. This is not a great customer experience, especially given how "new purchase" oriented the current email is.
Proposal
Similar to what was done in https://gitlab.com/gitlab-org/customers-gitlab-com/-/issues/4542 for Cloud Licensing SM customers, setup a new mailer for renewing SaaS customers that:
- Provides a confirmation to customers that their subscription renewal was successful, in a way that makes it clear this was a renewal and not a new subscription purchase
- Gives the customer an audit trail to follow in email
Create SaaS Subscription Update specific mailer (#5058 - closed) will implement a similar email for subscription updates.
Add the new mailer to the mailers doc.
Proposed Template
Hi Courtney👋
Thanks for renewing your GitLab SaaS subscription! We appreciate your loyalty as a GitLab customer!
Your purchase will be automatically applied to the same namespace on the start date listed below. Here are the details of your subscription:
1. `product name`
2. `term start date`
2. `term end date`
3. `quantity`
If you require any assistance, contact GitLab support.
Thanks,
The GitLab Team
Note: keep the existing link to GitLab Support (https://about.gitlab.com/support/#contact-support) in the last line.
Technical Requirements
- Send these mailers for all subscription updates when:
- Purchase is of a SaaS subscription
- Order Type =
Renewal
- Namespace info is present.
- If the namespace info is missing the new subscription mail should be used instead.
- Remove the reference to "new subscription" in the email subject and body.
- Update logic to send the correct mailer based on subscription type (Renewal, Amendment, New Subscription)
- Ensure the newer version of the template design is used, consistent with the current New Subscription SaaS purchase email
- Put the new mailer behind a feature flag (
new_saas_mailers
) until the voucher email is implemented.
Note: https://gitlab.com/gitlab-org/customers-gitlab-com/-/issues/6085+ should be completed directly after this one.
Result
- Customer and revenue receive an email confirmation when a SaaS renewal is completed that clearly outlines a renewal occurred.
Availability & Testing
Adding a mailer, should be accompanied by several tests.
- Mailer Specs
- Mailer Subject
- Mailer To/From (multiple To's? If so, which is first?)
- Mailer Body?
- When is this Mailer activated? Only during renewal?