Everything that you need to know about Apple Purchase Receipts

The other day, I was trying to figure out the cause behind some unexpected responses that I’d received from customers on a survey that I’d conducted. One aha moment led to another and I soon found myself digging through Apple’s purchase receipt documentation. To my surprise, I discovered that Apple shares many bits of information in subscription receipts — the JSON has about 20 fields, and combining fields together gives you as a product owner all sorts of information about a customer’s subscription status, based off of which one can build lifecycle emails and revival tactics.

If you’re interested, the detailed documentation of all the fields can be found here. Note that the receipt can be queried at any time for a user, so this gives us the most up-to-date information about any subscription. Here are some details that can be deciphered from one or a combination of these fields:

I. Subscription renewal status — “auto_renew_status”
This flag tells us if the subscription will automatically renew at the end of the billing cycle, or if the user has turned off automatic renewal. It can be used to display alternate plan options to the user that might be more suitable for them (e.g. a cheaper monthly option), or even show warning messages proactively before expiry that the user will lose access to the subscriion’s features lest they renew.

II. Subscription Expiration Intent — “expiration_intent”
For all subscriptions that have expired, this field gives the reason for expiration. Specifically, it tells us if the user has actively cancelled their subscription, or if there was a billing error, or if the customer refused a recent price increase, or if the product itself was unavailable, or something unknown. This flag is really useful as it can be used to send appropriate revival messages to the user encouraging them to resubscribe. For example, if we know that the customer refused a recent price increase, we can offer them an alternate plan at a lower cost.

III. Subscription Retry Flag — “is_in_billing_retry_period
This is another handy flag that goes in tandem with subscriptions that have expired due to a billing error. If Apple is unable to charge a user for subscription renewal, it retries the charge for up to 60 days. This flag indicates if the expired subscription charge is still being retried by Apple. So, for any subscription, if the expiration intent is a billing error and if it’s still in the retry period, we can trigger emails or send in-app messages to the user, urging them to update their payment information.

IV. Subscription Auto Renew Preference — “auto_renew_product_id
According to the documentation, “the value for this key corresponds to the productIdentifier property of the product that the customer’s subscription renews.” Simply put, looking at this product ID will tell if you if the subscription is going to renew for the same plan that the user had purchased, or if they have switched to a different plan. For example, this can be helpful in cases where you introduce a monthly tier, and you want to keep an eye on the number of people who switch from annual to monthly billing cycle.

V. Subscription Price Consent Status — “price_consent_status
This flag indicates if the user has accepted a recent price change for their next renewal. As a refresher — when you increase the price of an auto-renewing subscription, you get the option to ‘preserve price’ for existing users so that they continue to renew at the lower price, while new users are served the new price of the subscription. However, if you choose not to preserve the price for existing users, Apple turns off automatic renewal and asks users if they accept the price change. If they give consent, users renew at the new price, otherwise, their subscription expires at the end of the billing cycle (with “expiration_intent” set to 3). I was surprised to find that Apple provides this information, as it can be really helpful when you’re running price experiments. You can use this flag to measure how users are reacting to the price change, and tweak the pricing accordingly.

VI. Cancellation Date — “cancellation_date
Not to be confused with subscription renewal cancellation, this field carries the most unexpected bit of information. If this key is set, it tells you the time and date the original purchase itself was cancelled and refunded by Apple support. You might remember, if a user wishes to cancel a subscription and get a refund, in true Apple fashion it’s not that easy. They have to reach out to Apple support and request a refund by stating a reason, and it’s completely up to Apple’s discretion to issue it. However, if Apple does issue it, this is the flag that tells you that.

VII. Cancellation Reason — “cancellation_reason
If a purchase has been cancelled by a user by reaching out to Apple support, i.e. cancellation_date is set, you look into this flag next to learn why did the user request a refund. It’s not very detailed but it can at least tell you if the user stated that they had an issue with your product, or if they claimed it to be an accidental purchase. In any case, if you do notice a lot of refunds all of a sudden, this flag can help you determine if users are not happy with the product.

These are some additional details that I could think of. Please leave a comment if you can think of anything else that I may have missed!

Three gems for PMs

A couple of years ago, when I took up the role of Product management at SignEasy, the then Head of Product had many conversations with me. During one of them, he dropped 3 pieces of gold that got etched into my memory. At first, they were just words I figured were worth writing down — but now I live by them and I realize they are literally how I would describe my job to somebody who didn’t know anything about product management.

Be the search engine of the organization: Not a day goes by that I’m not approached by somebody in the 35-member team asking me a super vague but super apt question about the product. Be it a recent feature launch that an engineer is curious about, some usage metric that a designer needs to make key UX decisions, or an overarching trend that the CEO needs to know — you will be bombarded with all sorts of questions constantly, and people expect you to know the answer. You only get that many let-me-get-back-to-yous as a PM. You are expected and should be, on top of all important data, or at the very least you should know where to find what. You need to live, breathe and have data for breakfast. And I don’t just mean numbers — data about your product doesn’t just reside in your analytics tool. It could be qualitative data and instincts that you have just developed about your product from all the information flowing to you — from your Sales team reminding you of a feature that has been requested by a lead again, your Support team bringing out issues that more than one customer has complained about, all the calls you’ve had with your customers (which you should be, all the time), all the surveys you’ve conducted (again, constantly needed), reviews that your customers are leaving on platforms like the App Store, G2Crowd, etc. — the sources are numerous. You need to be the search engine for everybody on the team.

Decision making under uncertainty: Remember all the data I was talking about? Well turns out you can have all the data in the world but time and again you’ll find yourself making crucial decisions based on nothing quantifiable and purely gastrointestinal, namely your gut. But that doesn’t mean you can’t make informed decisions. Over time, you’ll find that with all the data you’ve been absorbing about product usage, user behavior, feature requests, product issues, user personas, and whatnot, you’ll develop an instinct for the product. And while you should be backing up any claims and assumptions with verifiable data and research as much as possible, there will always be some decisions that you’ll have to make under uncertainty comfortably.

Influence without authority: Now that you’re all armed with data and are ready to dive into decisions even under the cloud of uncertainty, there’s the slight problem that product managers don’t really execute anything. You dream, you imagine, you have a vision — but then you make that vision a reality by taking your entire team along with you. You need to be able to sell your vision to the entire team so that they can help you realize it. It’s easier said than done because, traditionally, product managers are fairly independent contributors in organizations and are peers to engineers. You don’t have the authority to tell them what to do, yet that is what you do day in and day out. Building genuine relationships with each team member, winning their trust, and storytelling are some crucial traits that would help you influence your team’s direction even without formal authority over them.

 

 

How Apple’s App of the Day Feature Boosted Our Downloads by 700%

At SignEasy, we pride ourselves in building world-class mobile products. With a 4.8 rating on the App Store made up of over 42,000 reviews, our users reward this effort everyday. And it’s not just them – we’ve been fortunate to receive immense love from Apple over the years as well. We’ve been included in the iPad commercial in 2015, the Touch ID commercial in 2016, are pre-installed in demo devices in Apple stores across the world, and have been featured on a number of occasions on the App Store over the years. We are truly humbled.

Come September 2017 – the App Store was revamped along with the launch of iOS 11. Apple introduced a completely new style of discovering apps by launching a ‘Today’ tab, that showcases an App of the Day, a Game of the Day, and a collection of curated apps and games in the form of a story. The idea was to make the App Store more engaging and allow users to discover new apps more easily. And so it did! Early reports indicated that an ‘App of the Day’ featuring was boosting downloads by as much as 1747% for apps. We couldn’t wait for SignEasy to be featured, and to see the impact for ourselves.

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AMA with the Product School Slack Community

Recently, I had the awesome opportunity to do an AMA with Product School’s Slack community. For those of you who aren’t familiar, Product School provides product management training to professionals across the world. With 16 campuses worldwide, the school offers specialized Product Management, Coding, and Data Analytics classes, taught by real-world product managers who work at top technology companies such as Google, Facebook, Snapchat, Airbnb, LinkedIn, and Netflix.

Their Slack community is an open network where you can join thousands of other current, and budding, product managers to talk about all things related to building software products. At the AMA event, I talked about my transition from engineering to product management, the challenges that arose, and what skills are needed to bring great products to market.

Originally published on the Product School Blog.

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My Journey from Engineering to Product Management

I started writing this post with the intention of diving right into what it means to switch from Engineering to Product Management, but I realized that’s easier said than done. Before I can explain how that career switch even makes sense, it becomes vital for me to outline to you where I’m coming from – my background and my relationship, to put it strongly, with computer science.

From a very young age, I’ve had a deep interest in technology. I have vivid memories of receiving my first computer as a child, sometime in 1998 – I was 7. Those were the days when you’d buy the components from different manufacturers, and in our case the CPU hadn’t arrived yet, whereas the monitor, keyboard, mouse were all sitting there for days, waiting to be fired up. I remember walking over many a time, brushing my hands lightly over the keys and the screen, unbeknown to me how this machine would shape my life. One day, my fascination got the better of me, and I took the unplugged keyboard with the wire dragging behind me and set it on the dining table. I also pulled out my favorite storybook and set it beside me. Click. Click. Click. One letter at a time, and only with my index fingers, I started typing out my storybook. That was my first encounter with my personal computer, and it set me on the path to my destiny.

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