Canceling or deleting a subscription

You can cancel or delete a customer's subscription from your Recharge Dashboard. Though customers can cancel their subscriptions from the Customer Portal, you as a store admin can also cancel or delete the subscription entirely from the customer account.

This guide provides instructions on canceling or deleting an existing subscription product on a customer account.

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Before you start

• Customers can cancel their subscription, but only store admin 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 ruleset directly. Deleting a subscription ruleset or individual product from a ruleset will not affect your existing subscribers. This will only ensure that no new customers can buy a subscription for the product.
• 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.

Cancel a subscription

1. In the Recharge Dashboard, click the Customers tab and search and select the customer account.
2. In the customer account, click the Actions dropdown next to the subscription you would like to cancel and select Cancel. 
   
3. You will be prompted to select the cancellation reason. Click the reason and then click Cancel my subscription.

Delete a subscription

To delete a subscription, you would follow the same process as Cancel a subscription but select Delete from the list of menu options. Note that once a subscription has been deleted, it cannot be reactivated. If you want to recreate the order once you have deleted it, you would need to follow the guide Adding a product to a new or existing order.

Cancel or delete a prepaid subscription

Canceling a prepaid 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. In the Recharge Dashboard, click the Customers tab and search and select the customer account.
2. Click See Details.
3. Scroll down to the bottom of the page to view upcoming orders. Within the current billing cycle, click Cancel under each shipment order.
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.

Navigate to the customer's Subscription details page and select the subscriptions that you want to cancel. You can select all of the products in a subscription by clicking on the Product checkmark, or you can select products individually to update in bulk.

Select Actions and then Cancel Subscriptions from the drop-down menu. 

Select a reason for canceling, and then select Proceed. 

Bulk cancel subscriptions

Our Support Team can assist you by canceling with bulk canceling your subscriptions through a CSV file. 

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

1. 1. Select Exports from the Settings menu in your Recharge Admin.
   2. Select Create Export. 
   3. Download the Subscriptions - Active export.
   4. Remove any rows for subscriptions you wish to remain active.

The product status is displayed as canceled once the bulk update is completed. Let our team know if you wish to delete the products completely from your admin when submitting your CSV file.

By default, notifications are sent to customers once their subscriptions are canceled. Let us know when sending your CSV in if you'd like us to suppress that email from being sent. 

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 Recharge SMS: 

1. 1. Log in to Shopify.
   2. Select Apps and then RechargeSMS.
   3. Choose Settings from the top navigation menu.
   4. Select Features from the second navigation menu.
   5. Scroll down to the General Functionality section.
   6. Toggle the option to Send Cancellation Confirmation Messages to off.

Pausing notifications from an integration pauses the notifications for any canceled subscription, whether it's canceled by an admin in bulk, or if a customer cancels it themselves. You'll want to enable any paused notifications as soon as possible to avoid missed notifications.