Recharge allows you to control your churn by preventing your customers from signing up for a subscription and immediately canceling. This guide provides instructions on how to configure the cancellation settings.
Before you start
When enabling this feature, it is recommended that you clearly state the cancellation terms to your customers. For example, including text similar to this in the product details:
Subscriptions are set for a minimum of one delivery before you are able to cancel. After your first shipment, you may cancel at any time without incurring cancellation fees.
If you would like to control other permissions your customers have in their portal, you can enable/disable many of their abilities via the customer portal screen.
Note: Setting a minimum number of charges before cancellation only applies to the last subscription a customer has. If a customer has multiple subscriptions, they have the option to cancel subscriptions before the set number of charges until they are down to one subscription. This allows for the flexibility to switch products.
Adjust cancellation settings
- Click Storefront in your merchant portal and select Customer Portal.
- Locate the Subscription cancellation section.
You can determine the number of charges that a customer can cancel after, or you can disable the ability to cancel altogether. In the customer portal, the customer will be shown the store's contact email in place of the cancel button. Customers will need to reach out to the store to request a cancellation.
Cancel button for customers in California
The state of California has a law where subscription customers must have the opportunity to cancel at any time without restrictions. In order to abide by this legislation, Recharge has provided all California subscription customers with the ability to cancel at any time, regardless of the store's settings. Additionally, Recharge has amended the checkout disclaimer to provide information regarding the rights of subscription customers based in California. Refer to California legislative information for more details.
If you would like to control other permissions your customers have in their portal, refer to customer portal controls.
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