How Does the Cancellation Process Look For You?

Option 1: When the “Auto cancel subscription” setting is enabled

The “Auto cancel subscription” setting is used when you want a subscription to be set to pending return automatically and bypass the minimum subscription duration period when a customer makes a cancellation request from the self-service portal.

Setting the subscription status as pending return triggers the return workflow which means that the minimum subscription period is not valid anymore and the subscription cancellation request will take effect as soon as the subscription status is set to pending return.

Example: Your customer made a cancellation request via the Customer Self-Service on 1st of July. If the “Auto cancel subscription” setting is enabled then the subscription is set to pending return immediately and the return workflow is triggered. Now the customer has “x” no. of days to return the product back to you (x is defined in the Return until period setting) after which the reminder emails will be sent and if the customer does not return the product the subscription will be reactivated and the recurring payments will continue to be charged again.

Read more about the Return workflow and the associated return settings here.


How to enable the Auto cancel subscription setting?

Go to Settings > Customer login > COMPANY INFORMATION > Enable the switch for Auto cancel subscription.

When this setting is enabled and when the customer makes a cancellation request from the self-service portal, the following happens:

  • Your connected support inbox receives a copy of the Subscription Cancellation Received email.

Important: define the email that gets cancellation request emails in the Settings tab. In your circuly operations backend > Go to the Settings tab > Customer loginCOMPANY INFORMATION > Enter an email of your choice in the Support email address input field > Click on the SUBMIT CHANGES button at the bottom of the screen.

  • The Auto renew button is turned off (if it was originally turned on).

Screenhot of the circuly operations backend to how the auto renew button

  • In the Subscription List the status of the order changes to “pending return” plus “cancelled by customer” to indicate that the cancellation request was made by the customer via the self-service portal and that the subscription status is automatically set to pending return. Setting a subscription to pending return triggers the return workflow.

Screenshot of the circuly operations backend to show the subscription list

  • When the product is returned to you, mark it as returned to end the subscription and stop recurring payments.
  • The subscription almost over email is bypassed and not triggered. Kindly remember to add the return instructions in the Subscription Cancellation Received email.

Email skipped - Subscription almost over.

Email sent instead: Subscription Cancellation Received.

Option 2: When “Auto cancel subscription” setting is disabled

When the “Auto cancel subscription” setting is disabled then the following happens:

  • The Auto renew button is turned off (if it was originally turned on).
screenshot of the circuly operations backend to show the auto renew button

  • The subscription is NOT set to pending return.
  • The status of the subscriptions remains active and the “cancelled by customer” status is added to it to indicate that it's a cancellation request from the Customer Self-Service.
  • Your connected support inbox receives a copy of the Subscription Cancellation Received email plus an additional email about the cancellation request.
  • Check if the cancellation request is valid and if you want to process the cancellation request.

Cancellation request is valid: If you want to process the request, you don't have to do anything. The circuly system will wait until the minimum subscription period is over and will send the “subscription almost over email” x days before the actual end date of the subscription. (You can define the value for “x”, that is when the subscription almost over email is sent to the customer is your settings. To define a value for this go to Settings > Email > EMAIL NOTIFICATIONS > Enable the switch for Subscription is almost over > Add a numeric value in the Days calculation before ending input field).

Cancellation request is not valid: the only reason why a cancellation request is not treated as valid is when the request has been made while the subscription is still under the minimum subscription period. In this case the cancellation request is still valid but only after the minimum subscription period is over. Since auto renewal is turned off automatically and the subscription is not extended by another month, the system will follow the same process, that is, it will wait until the minimum subscription period is over and will send the “subscription almost over email” x days before the actual end date of the subscription.

  • When the product is returned, you need to process it how you normally would, that is by marking the product as returned.
  • Marking the product as returned ends the subscriptions and stops recurring payments.

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