Pause, cancel, or delete a subscription

While customers can cancel subscriptions from the customer portal, merchants can also cancel or delete subscriptions on behalf of the customer from the merchant portal. Additionally, customers and merchants can both pause subscriptions directly from the customer portal. This guide provides instructions on pausing, cancelling, or deleting an existing subscription for a customer and steps for requesting a bulk cancellation. 

Before you start

• The pause subscription feature is a storewide setting and applies to all products and collections. This setting cannot be configured for specific products or collections. 
• Customers can cancel their subscriptions in their customer portal, however, only store admins can delete subscriptions from a customer account.
• If you need to remove a subscription product from your storefront, you will need to remove it from the Products section in the Recharge admin. Deleting a product from Recharge will not affect your existing subscribers. This only ensures that no new customers can buy a subscription for the product from your storefront.
• If you want to restrict your customers from canceling a subscription for a set number of charges, visit Allow customers to cancel after a set number of charges.
• If you want to know how to manage customer support for subscribers as a Recharge merchant, watch this video here.

Pause a subscription

The pause subscription feature allows customers to choose the option to pause their subscription when attempting to cancel their subscription in the customer portal. This feature also gives merchants control over the pause interval options. 

This feature lives within the cancellation flow. When enabled, if a customer chooses Cancel Subscription in the customer portal, a prompt appears offering the option to Pause Subscription instead. From the prompt, the customer chooses to either pause or cancel their subscription. 

Enable the feature

To offer the pause subscription option to your customers, enable the feature from the merchant portal: 

1. From the merchant portal, click Storefront and select Customer Portal.
2. Navigate to the Cancellation and customer retention settings and toggle on Enable pause as a retention step before cancel.
3. Select your pause interval options. Options include Day, Week, or Month.
   
4. Click Save. 

For instructions on using the feature to pause subscriptions from the customer portal, see Instructions for your customers.

Cancel a subscription

1. Select Customers in the merchant portal. Use the search option to locate a specific customer. Click on their name to open their subscription details.
2. On the customer's Subscription orders page, click the Actions dropdown next to the subscription you would like to cancel and select Cancel.
   
3. Select the cancellation reason and click Cancel my subscription.

Delete a subscription

1. Select Customers in your merchant portal. Use the search option to locate a specific customer. Click on their name to open their subscription details.
2. On the Customer overview page, expand the Subscription section
3. Click the ellipsis menu dropdown next to the subscription you would like to cancel and select Delete.
   

Cancel or delete a pre-paid subscription

Canceling a pre-paid or gift subscription will not automatically cancel the queued shipment orders. You will need to complete an additional step to cancel the shipment orders in the current billing cycle.

To cancel upcoming shipment orders:

1. Select Customers in your merchant portal. Use the search option to locate a specific customer. Click on their name to open their subscription details.
2. On the Customer overview page, expand the Subscription section
3. Click the ellipsis menu dropdown next to the pre-paid subscription you would like to cancel and select Cancel subscription.
4. Once the upcoming shipment orders have been canceled, you can continue to cancel the subscription.

Cancel multiple subscriptions for a single customer

You can also cancel multiple subscriptions for a single customer in bulk.

1. Select Customers in your merchant portal. Use the search option to locate a specific customer. Click on their name to open their subscription details.
2. On the customer's Subscription expand, select the subscriptions that you want to cancel. You can select all of the products in a subscription by clicking the Product checkbox, or you can select products individually to update in bulk.
3. Click Actions and select Cancel.
4. Select a reason for canceling and click Proceed.

Bulk cancel subscriptions

There are two methods for canceling your subscriptions in bulk. The method you should use depends on your store's platform. Review the method's below and select the method based on the platform your store uses. 

Method 1 - Bulk Managing Subscriptions tool

Merchants on the Recharge Checkout on Shopify can use the Bulk Managing Subscriptions tool to update the subscription expiration without any intervention from Recharge. To process this type of update you will need to complete the Importing Subscriptions template with:

• subscription_id
• address_id
• status
• cancelation_reason and/or cancelation_reason_comments
• send_email
  • Set to False if you do not want the cancelation email to send to your customer. 
  • Set to True to send the cancelation email to the customer.

Export Subscriptions - All or Subscriptions - Active from the Data section in the merchant portal to gather the required information for the update template. 

All other columns from the template can be removed. 

Method 2 - Bulk update via Recharge Support

The Recharge support team can assist you with bulk canceling your subscriptions through a CSV file. 

Use the Recharge Export Builder to provide the support team with the necessary customer information via a CSV file. Please note that it can take up to five business days for a bulk update to process. 

1. Select Exports from your Recharge merchant portal. 
2. Select Create Export. 
3. Select the Subscriptions - Active as the export type.
4. Enter your email address to receive the export and click Create export. 
5. In the downloaded CSV file, remove any rows for subscriptions you wish to remain active.
6. Send your CSV file to the Recharge Support team. 

Important notes

• The product status is displayed as "canceled" once the bulk update is completed. Notify the Recharge support team if you wish to delete the products completely from your merchant portal when submitting your CSV file.
• By default, notifications are sent to customers once their subscriptions are canceled. Let us know when sending your CSV if you'd like us to suppress that email from being sent. 

RechargeSMS or Quick Actions

RechargeSMS or Recharge Quick Actions with Klaviyo, both receive the cancelation webhook responsible for sending out the cancelation notification. Unless these notifications are disabled within each integration, customers will receive cancelation notifications from these apps. You can follow Klaviyo's instructions to pause your cancelation flow or the following instructions to pause notifications from RechargeSMS: 

1. Select Apps from your Recharge merchant portal. 
2. Locate the RechargeSMS integration and select manage.
3. Select Settings from the left-bar navigation. Confirm that you are on the Features tab.
4. Locate Concierge Features under the Messaging tab.
5. Toggle the option to Send Cancellation Confirmation Messages to off.