How to setup Brightback for the Chargebee Customer Portal

Chargebee Merchants using the Customer Portal to manage their cancellations today can now send customers to a Brightback Cancel Experience when they click Cancel. With this recent integration, you can now deploy a Brightback Cancel Experience without writing any code. When enabled, the "Cancel Subscription" link in your Portal will route to your Brightback Page.   

This feature is currently only available via customer request. If you would like to have this enabled in your account, please reach out to support@brightback.com and we will review your use case to ensure you qualify. 

In order for this integration to work, you will need to go through the steps outlined in this article to set up your Brightback Account to work with Chargebee. 

How Cancels are Processed via Brightback

It is important that you map the settings for how you want to handle Subscription Cancellation from Chargebee to Brightback. These settings will override what you have configured in Chargebee when you route traffic to Brightback. 

Reason Codes not set to Mandatory

Navigate to Configure Chargebee > Advanced Settings > Reason Codes to ensure that this setting is not turned on. If it is, Brightback will not be able to process the results of your Cancels and an error will be logged in the Activity Log. 

Testing your Brightback Integration

Once you have completed your setup in Brightback, you are ready to test and then deploy your Portal integration. To test the portal integration, you have two options. If you are on Brightback Peformance Plan we provide access to a Sandbox app. You can integrate your test site id and test API key into this Sandbox app and use it to generate a sample session and test the integration end-to-end. 

If you do not have access to a Sandbox App, you can integrate your Test API Key into the Chargebee Integration and use our Session Generator / your Test Site Portal preview to run a test session. 

To do so, first, add your Test site integration details into the Settings > Integrations tab. 

Then you can navigate to Targeting > Session Generator to initiate a sample test session. Note: Test sessions will not count against Reporting, but we will process the events associated with these and update your billing systems accordingly. If you test against a Live Site Key, ensure that you are using a test account when doing so because these tests will update your Chargebee Subscription record. 

You also can test from Chargebee directly using the Portal Preview on your test site. You will have to enable the toggle to ensure that traffic is going to the Brightback page on your test site. When this is enabled, users will be re-directed to Brightback when they select Cancel Subscription. Once you are satisfied with your tests, you can go into your live site and enable the Brightback Integration. 

Note: If the Brightback App is integrated incorrectly (ex: a read-only API key has been configured) and the ^ setting is enabled, Chargebee will fall back and cancel the subscription immediately. You will notice when testing this integration that clicking Cancel Subscription in the Portal preview does not route to the Brightback page, but falls back on the feedback form. 

Publishing your Portal Cancel Experience

Once you have completed testing, you are ready to enable Cancellation via Brightback for your live Chargebee site. Doing so will route your end users to the Brightback Cancel Page instead of the Chargebee Portla Cancel experience.

Once this is done, your Portal Integration is live and your Brightback Dashboard will start to populate with data! 

If you need assistance getting started with the Brightback Customer Portal, please reach out to support@brightback.com. 

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