Cancel Subscription

This page covers the Cancel Subscription feature. This feature lets a merchant end a customer's subscription so no further invoices are generated from that point on. A subscription can be cancelled one at a time from the subscription list, or in bulk when several Active subscriptions need to be ended together. Every cancellation captures a Cancellation Reason, giving merchants a structured record for churn analysis and reporting.

🔂 Individual & Bulk Cancellation

Cancel a single subscription directly from its row using the three-dot (More Actions) menu, or select multiple subscriptions with an "Active" status and cancel them together in one action using the table-level Action button.

📋 Structured Cancellation Reason

Every cancellation — individual or bulk — requires the merchant to select a Cancellation Reason from a predefined list before the action is confirmed. This keeps cancellation data consistent and analyzable across the merchant account.

⚡ Cancel Immediately

The available Cancellation Type is Cancel Immediately, which ends the subscription as soon as the action is confirmed.

🛡️ Confirmation Safeguard

A confirmation modal stands between the merchant and the cancellation. The merchant must actively choose a reason and click Cancel Subscription to proceed — or click Keep Subscription to back out without making any change.

✅ Active-Only Bulk Selection

Bulk cancellation is intended for subscriptions currently in "Active" status. Selecting subscriptions by this status before applying the bulk Action helps prevent accidentally acting on subscriptions that are already Expired.

How It Works

1

Navigate to Subscriptions

Go to Subscription and Billing → Subscription to view the full subscription list.

2

Choose the cancellation scope

Use the three-dot icon on a single row for one subscription, or check the boxes next to several "Active" subscriptions for a bulk action.

3

Select Cancel

Choose Cancel from the row's More Actions dropdown, or from the Action button above the table for a bulk selection.

4

Select a Cancellation Reason

In the confirmation modal, choose the reason that best matches the customer's situation.

5

Confirm

Click Cancel Subscription to finalize, or Keep Subscription to close the modal without cancelling.

Example: Merchant "hazim" cancels subscription SUB26000003 for member Hasnim, selecting "Unsatisfactory experience" as the Cancellation Reason.

Capability Details

Cancellation

What is a Cancellation?

A Cancellation ends a customer's subscription. Once confirmed, the subscription stops generating new invoices going forward. Cancellation is available for subscriptions listed under Subscription and Billing → Subscription.

Cancellation Type

The confirmation modal presents a Cancellation Type field. Currently available:

• Cancel Immediately — The subscription is ended as soon as the merchant confirms the action — no further billing cycles are generated.

Cancellation Reason

The merchant must select a Customer Cancellation Reason before the cancellation can be confirmed. Available reasons:

Reason	Typical Use
Not using the service frequently	Customer has low or no recent usage
Switching to a different plan or product	Customer intends to move to another plan (may need a new subscription created separately)
Pricing-related reason	Customer feels the price is too high or no longer justified
Found a better alternative	Customer has moved to a competitor's offering
Unsatisfactory experience	Customer is dissatisfied with the product or service quality
Other	Any reason not covered by the options above

Individual Cancellation

To cancel a single subscription, the merchant follows these steps:

1

Navigate to the subscriptions list

Click the three-dot icon (More Actions) on the right side of the specific subscription row.

2

Select Cancel

Select Cancel from the dropdown menu. A confirmation modal appears, prompting the merchant to select a Cancellation Reason.

3

Confirm the cancellation

Choose the appropriate reason and click Cancel Subscription to confirm — or click Keep Subscription to abort.

Bulk Cancellation

To cancel multiple subscriptions at once, the merchant follows these steps:

1

Navigate to the subscriptions list

Select the checkboxes next to the subscriptions with an "ACTIVE" status.

2

Select Cancel

Click the Action button at the top of the table and select Cancel.

3

Choose a reason

A confirmation modal appears, prompting the merchant to select a single Cancellation Reason that will be applied to all selected subscriptions.

4

Confirm the bulk action

Choose the appropriate reason and click Cancel Subscription to confirm the bulk action — or click Keep Subscription to abort.

The same Cancellation Reason is applied to every subscription included in a bulk action — reasons cannot be set individually per subscription within a single bulk request.

✅ Usage examples:

• Merchant cancels a single gym membership subscription for a member who reported the gym is too far from home, selecting "Other" as the reason.

• Merchant selects 12 expiring tuition subscriptions with low attendance and bulk-cancels them at end of semester, selecting "Not using the service frequently."

• Merchant cancels a co-working desk rental subscription after the tenant reports moving to a cheaper shared space nearby, selecting "Found a better alternative."

Merchant Experience

Merchants manage cancellations entirely from the Subscription list at Subscription and Billing → Subscription:

• Individual cancellation is available via the three-dot (More Actions) icon on any subscription row.

• Bulk cancellation is available via the Action button once one or more "Active" subscriptions are checked.

• Both flows route through the same confirmation modal, requiring a Cancellation Type and Cancellation Reason before the action is finalized.

FAQ

Can I cancel more than one subscription at the same time?

Yes. Select the checkboxes next to subscriptions with an "Active" status in the subscription list, then use the Action button and choose Cancel.

Does every cancellation require a reason?

Yes. The confirmation modal requires the merchant to select a Customer Cancellation Reason — for both individual and bulk cancellation — before the action can be confirmed.

Can I back out of a cancellation after opening the confirmation modal?

Yes. Click Keep Subscription in the confirmation modal to close it without cancelling the subscription.

Which subscriptions can be included in a bulk cancellation?

Bulk cancellation targets subscriptions with an "Active" status, selected via checkboxes in the subscription list.