In the customer portal, your customers can make a cancellation request (if you've not disabled the option to do so in your settings). When they do so, the subscription is cancelled and the subscription status is set to pending return (if the Auto-cancel subscription setting is enabled in the Customer Self-Service Portal settings). Setting the subscription status to pending return triggers the return process.

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You can decide whether or not a subscription should be automatically cancelled and if the subscription status is set to pending return when a customer makes a cancellation request through the customer portal.

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In the circuly operations backend, you can enable or disable the auto-cancel subscription setting.

• If you enable it then the subscription will be cancelled and the subscription status will be set to pending return.
• If you disable the setting (default value of the setting) the subscription will not be automatically cancelled and will not be set to pending return.

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If you want to enable this setting, follow these steps:

• Login to your circuly operations backend.
• Go to Settings > Customer Login > COMPANY INFORMATION > enable the switch for Auto cancel subscription.

Once you enable this, all future cancellation requests made via the customer login will be auto cancelled and the subscription status will be set to pending return so that return workflow can trigger.

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When this setting is disabled, and a customer makes a cancellation request from the customer login the following happens:

For your customer: your customer will receive an email that the cancellation request is being processed.

For you: the connected customer support inbox will receive an email that a cancellation request has been made from the customer login. Additionally, a note will be created on the order level that a cancellation request has been made for this order.