Notification Flow for Orders and Subscriptions

Appxite Updated by Appxite

Introduction

This article provides a comprehensive overview of the notification system for purchasing, ordering, and subscription management in the Platform. Understanding this notification flow helps you track order progress, monitor subscription changes, and stay informed about important system events throughout the entire order-to-subscription lifecycle.

In this article:

Understanding the notification system

The Platform uses an automated notification system to keep all stakeholders informed throughout the order and subscription lifecycle. Notifications are sent via email and can also be configured as webhooks for system integration.

Key notification categories

The Platform sends notifications for the following activities:

  • Order notifications - Status changes, approvals, and provisioning updates
  • Subscription notifications - Renewals, expirations, changes, and provisioning
  • Scheduled order notifications - Creation, execution, and cancellation of scheduled changes
  • User notifications - Invitations and permission changes
  • Quote notifications - Quote creation, acceptance, and rejection

For more information read this article: Notification types Overview

Notification recipients

Notifications are automatically sent to relevant parties based on their role:

  • Customers receive notifications about their orders and subscriptions
  • Sellers (Seller Admin, Account Manager) receive notifications about orders requiring action
  • Distributors receive notifications about downstream activity

Order placement notifications

When a Customer places an Order, the notification flow begins immediately.

New order created (OnPurchaseNotification)

See detailed information here: Order provisioning Notification

Sent to: Customer

Trigger: Order is successfully placed in the Platform

Contains:

  • Order ID and reference number
  • Complete list of ordered offers with quantities
  • Price breakdown for each item
  • Expected provisioning timeline
  • Customer information

This notification confirms that the order has been received and provides the Customer with a complete summary of what was purchased.

Order pending approval (OrderPendingApproval)

You can check the notification related details here: Orders - pending approval

Sent to: Seller Admin

Trigger: For Orders that require manual approval (for subscriptions configured with approval workflow)

Contains:

  • Order details and customer information
  • Clickable links to approve or reject the order
  • Product information
  • Pricing details

Important: When an order requires approval:

  1. Customer receives order confirmation stating provisioning may take time
  2. Seller Admin receives approval request email simultaneously
  3. Order processing cannot continue until Seller Admin takes action

For detailed approval steps, see: How to approve an Order?

Order processing notifications

As orders move through the provisioning process, stakeholders receive updates about status changes.

Order status changed (OrderStatusChanged)

See detailed information here: Status of the Order changed

Sent to: Customer and Seller

Trigger: Order status updates including:

  • In Progress
  • Completed
  • Completed With Errors
  • Provision Started
  • Provision Finished

Contains:

  • Order reference number
  • New status information
  • Timestamp of status change
  • Affected products

Order note added (OrderNoteAdded)

See more here: Order note added

Sent to: Stakeholders monitoring the order

Trigger: A note is added to an order

Contains:

  • Order reference
  • Note content
  • Author information
  • Timestamp

This notification enables stakeholders to follow up on information or actions requested. Notes can be added by any user with appropriate permissions to provide context, reference numbers, or additional instructions.

For more information, see: How to Add Note to An Order?

Action required on order (ActionRequired)

See here when this notification is triggered: Action Required on Order

Sent to: Customer

Trigger: Additional Customer action is required while an Order is in progress. This notification is sent in specific scanerios related to purchase process established by some Vendors.

Contains:

  • Order details
  • Specific action needed
  • Instructions for resolution
  • Vendor information
  • Error details

This notification indicates that the order cannot be provisioned by the Vendor until the Customer takes the required action.

Order cancellation (OnPurchaseNotification)

Learn more here: Order cancelled

Sent to: Customer and Seller

Trigger: The Order is canceled in the Platform

Contains:

  • Order reference
  • Cancellation reason (if provided)
  • Affected subscriptions
  • Refund information (if applicable)
NOTE! For Microsoft NCE offers, cancellation is allowed only for the first 7 days after order placement. For details, see: How to cancel and undo order?

Subscription lifecycle notifications

Once an order is successfully provisioned, subscriptions are created and a new set of notifications begins.

Subscription provisioning successful (OfferProvisioned)

See more details here: Subscriptions - provisioning successful

Sent to: Customer

Trigger: Offer is successfully provisioned by the Vendor

Contains:

  • Subscription name and details
  • Provisioning completion date
  • Access information
  • Next steps for using the subscription

This notification confirms that the Customer can now use their purchased subscription.

Subscription provisioning failed (OfferProvisionError)

See more details here: Subscriptions - provisioning failed

Sent to: Customer and Seller

Trigger: Error occurs during order provisioning

Contains:

  • Error description and code
  • Affected offer details
  • Reason for provisioning failure
  • Guidance on resolution steps
  • Support contact information

Subscription renewal notifications

The Platform sends automated renewal reminders at specific intervals before subscription renewal.

Subscription renewal soon (SubscriptionAutoRenewal)

See more details here: Subscriptions - renewal soon

Sent to: Customer's primary contact

Trigger: Automated reminders at 60, 35, and 7 days before Subscription renewal

Contains:

  • Subscription details
  • Renewal date
  • Pricing information
  • Auto-renewal status
  • Instructions to modify or cancel if needed

Subscription renewal failed (SubscriptionsRenewError)

See more details here: Subscriptions - renewal failed

Sent to: Customer

Trigger: Subscription renewal fails

Contains:

  • Subscription reference
  • Failure reason
  • Required Customer action
  • Support information

This notification prompts the Customer to take action to ensure service continuity.

Subscription renewal successful (SubscriptionsSuccessfullyRenewed)

See more details here: Subscriptions - renewal successful

Sent to: Customer's primary contact

Trigger: Renewal is successful

Contains:

  • Confirmation of successful renewal
  • Updated subscription period
  • Pricing details
  • Next renewal date

Subscription expiration notifications

Subscription expired - All (ExpireSubscriptionNotificationAll)

Learn more here: Subscriptions - expired (All)

Sent to: Customer

Trigger: Subscription reaches expiration date (for all subscription types)

Contains:

  • Subscription details
  • Expiration date
  • Options for renewal
  • Impact of expiration

Subscription expired - Trial (ExpireSubscriptionNotification)

Learn more here:  Subscriptions - expired (Trial)

Sent to: Customer

Trigger: Trial subscription is approaching expiration

Contains:

  • Trial subscription details
  • Expiration timeline
  • Conversion options
  • Pricing for full subscription

Subscription change notifications

Subscription changes successful (SubscriptionChangeSuccess)

Learn more here: Subscriptions - changes successful

Sent to: Customer

Trigger: Subscription changes are successfully processed

Contains:

  • Confirmation of changes
  • Updated subscription details
  • Status updates
  • Effective date of changes

Subscription changes error (SubscriptionChangeError)

Learn more here: Subscriptions - changes error

Sent to: Customer and Seller

Trigger: Failed subscription modification attempt

Contains:

  • Error description
  • Attempted changes
  • Reason for failure
  • Resolution steps

Scheduled order notifications

The Platform provides comprehensive scheduling capabilities for both new purchase orders and modifications to existing subscriptions, with dedicated notification flows for each scenario.

Scheduled purchase orders

The Platform enables users to schedule new subscription purchases for future execution dates. Each stage of the scheduled purchase workflow generates appropriate notifications to keep stakeholders informed of order status and timing.

For detailed information about scheduled purchase functionality and the complete notification flow, refer to: How to schedule Purchase Orders

Scheduled subscription change orders

In addition to new purchase scheduling, the Platform supports scheduling modifications to existing subscriptions. This includes changes such as quantity adjustments, billing cycle modifications, and subscription upgrades or downgrades. The system provides a complete notification flow to track these scheduled changes from creation through execution.

For comprehensive guidance on managing scheduled subscription changes and associated notifications, refer to: How to manage scheduled Subscription change Orders notifications

Managing notification settings

Notification recipients can be customized through the Settings page to ensure the right stakeholders receive relevant updates.

Below you can see short overview of the Settings. For more details see this document: 

Enabling notifications

To start receiving specific notifications:

  1. Navigate to Settings > Notification Settings
  2. Locate the notification type you want to enable
  3. Configure email or webhook delivery
  4. Save your preferences

For detailed configuration steps, see: Notification Settings

Notification delivery methods

The Platform supports two delivery methods:

  • Email notifications - Sent to specified email addresses
  • Webhook notifications - Sent to configured endpoints for system integration

Best practices for notification management

  • Enable order and subscription notifications to stay informed about critical activities
  • Configure renewal reminders to prevent service interruptions
  • Set up error notifications for immediate awareness of issues
  • Use webhooks for automated system integration and response
  • Review notification settings regularly to ensure appropriate coverage

Notification flow diagrams

Standard order flow

Order Placed
    ↓
OnPurchaseNotification (to Customer)
    ↓
OrderStatusChanged
    ↓
OfferProvisioned (success) OR OfferProvisionError (failure)
    ↓
Subscription Created (if successful)

Order with approval flow

Order Placed
    ↓
OnPurchaseNotification (to Customer)
    ↓
OrderPendingApproval (to Seller Admin)
    ↓
[Seller Admin Reviews]
    ↓
Approval Granted → Standard Order Flow
    OR
Approval Rejected → Order Rejected notification

Scheduled order flow

Scheduled Order Created
    ↓
OrderScheduled (to Customer)
    ↓
[Waiting Period]
    ↓
Scheduled Date Reached
    ↓
OrderStatusChanged: Provision Started
    ↓
Standard Order Flow (shown above) Continues
    ↓
In case of failure: Notification Scheduled Orders Past Due Customer / Platform is sent on scheduled date

Subscription renewal flow

60 Days Before Renewal
    ↓
SubscriptionAutoRenewal reminder
    ↓
35 Days Before Renewal
    ↓
SubscriptionAutoRenewal reminder
    ↓
7 Days Before Renewal
    ↓
SubscriptionAutoRenewal reminder
    ↓
Renewal Date
    ↓
SubscriptionsSuccessfullyRenewed (success)
    OR
SubscriptionsRenewError (failure)

Summary

The Platform's comprehensive notification system keeps all stakeholders informed throughout the complete order-to-subscription lifecycle. From initial order placement through provisioning, subscription management, renewals, and scheduled changes, automated notifications ensure timely communication and enable prompt action when needed.

Understanding this notification flow helps:

  • Customers track their orders and manage subscriptions effectively
  • Sellers respond to approval requests and support Customer needs
  • All users stay informed about status changes and required actions

Notification recipients can be customized through Settings to ensure the right people receive relevant updates at the right time.

Related content

notifications settings Notification compliant rw_v1

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