Canceling or deleting a subscription

Although customers can cancel their subscriptions from the customer portal, merchants can also cancel or delete the subscription entirely from the customer account, within the merchant portal.

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

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Before you start

• Customers can cancel their subscription 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.

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's Subscription orders page, click the Actions 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's Subscription orders page, click See Details next to the Address ID.
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.

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 orders page, 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 Subscriptions.
4. Select a reason for canceling and click Proceed.

Bulk cancel subscriptions

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.