You can cancel or delete a customer's subscription from your ReCharge Dashboard. Though customers can cancel their subscriptions from the Customer Portal, store admin can 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
- In the ReCharge Dashboard, click the Customers tab and search and select the customer account.
- In the customer account, click the Actions dropdown next to the subscription you would like to cancel and select Cancel.
- 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:
- In the ReCharge Dashboard, click the Customers tab and search and select the customer account.
- Click See Details.
- Scroll down to the bottom of the page to view upcoming orders. Within the current billing cycle, click Cancel under each shipment order.
- Once the upcoming shipment orders have been canceled, you can continue to cancel the subscription.
Cancel subscriptions within one account in bulk
Instead of canceling subscriptions individually within one account, you can perform this in bulk.
You would need to first select the subscriptions that you want to cancel by clicking on the Product checkmark and then remove the ones you don't want to perform these actions.
Then you should click on the Actions and select Cancel Subscriptions from the drop-down menu.
After you select the reason for canceling these subscriptions you can click on Proceed.