Recharge allows you to control your churn by adjusting your stores cancellation settings. This guide provides instructions on creating or updating your cancellation policy.
Before you start
- 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.
- 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.
- Cancelled orders that have been processed do not count towards the total number of orders for a customer.
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 side shows the store's contact email in place of the cancel button . Customers will need to contact you directly to request a cancellation.
Cancellation and Automatic Renewal Laws
Many states have or are now adopting consumer protection laws regarding subscriptions and automatic renewals. These are known as Automatic Renewal Laws (ARL). In order to help our merchants with these increased legal requirements, Recharge has provided default options to allow the opportunity to cancel at any time without restrictions. Recharge has amended the checkout disclaimers to provide information regarding the rights of subscription customers related to the ARL. These defaults primarily impact customer notification and cancellation settings.
See Automatic Renewal Law and Recharge to learn more about these changes.
View customer portal controls to learn more about portal settings and permissions.
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