Rarely do we lose a merchant. It's always a sad day at Cratejoy when that happens, but we're committed to helping you even if you're leaving us. We will not charge you to migrate off.
This document assumes you're using Stripe, if you are using another payment gateway please e-mail email@example.com for information.
The steps at a high level look like this:
- E-mail firstname.lastname@example.org and let us know you're migrating off
- You sign a waiver of liability form that we provide
- We turn off re-billing on your Cratejoy store
- We move all of your customers onto your Stripe account
- You import your Stripe customers into your new platform
We will not assist you with a migration if you are past-due on your Cratejoy account. This is to prevent people from migrating off in order to dodge their Cratejoy bills.
Step 1: E-mail us
Let us know that you're leaving by e-mailing email@example.com. We may request a phone call just to make sure that you understand how to proceed, but we will not stand in your way.
Step 2: Waiver of liability
We will not do the migration unless you sign a waiver of liability. We will not mess up the migration - but we cannot be held responsible if your developer or your new platform somehow messes up your migration. When you e-mail support we will provide you with a version of this to sign.
Step 3: Turn off re-billing
E-mail firstname.lastname@example.org when you're ready and we will turn off re-billing so your customers will not renew. You don't want to accidentally charge your customers twice.
Step 4: We move your customers onto your stripe account
When you're ready, e-mail email@example.com and we will schedule the migration of your customers to your stripe account. The result of this will be that your stripe account will contain customer records for every one of your Cratejoy customers. You are then free to charge those customers using the stripe token. You will know this has been complete because your customer list inside Stripe will have their names and e-mail addresses.
This can take up to 5 business days to schedule, so please e-mail us ahead of the day you need it done.
Step 5: Import your subscribers
Your developer or new platform can now use the customer data on your Stripe account to make charges, and you can export your order history from Cratejoy to match up historical records if you're so inclined.
This is not something we help with and is up to you to accomplish with your new platform.
What happens to my Marketplace subscribers?
Cratejoy does not allow merchants to take the payment records for any subscribers that were obtained through the marketplace at cratejoy.com. We have a responsibility to each subscriber who shops at Cratejoy to 1.) keep their information secure and 2) have the ability to cancel their subscription at anytime and prevent any future charges to their payment method. You can read more about this here