Introduction

When a customer ends their subscription, it’s essential to initiate the return process smoothly. circuly handles this through the “Pending Return” status, which helps trigger return workflows and customer communication automatically.

The subscription can be marked as pending return automatically by the system or manually by a circuly user—depending on the situation.

Feature Overview

The Pending Return status plays a key role in return management:

• It tells circuly that the customer is expected to return the product.
• It ensures the return process (including automated emails) is triggered.
• It prevents the need for manual tracking or intervention in standard return scenarios.

There are two ways to set the subscription status to pending return:

1. Automatically when the subscription reaches its end date.
2. Manually—e.g. if a customer submits a cancellation request before the end date.

💡 You can also automate this process using the Customer API:
Use this PUT request to set a real subscription end date →

Step-by-Step Guide: Manually Set Status to “Pending Return”

Use this method if a customer requests a cancellation before their subscription ends.

Step 1: Log in and Find the Subscription

• Go to your circuly Hub
• Navigate to the Subscriptions tab
• Select the relevant subscription from the list

Step 2: Set Status to Pending Return

1. In the subscription details window, click the three dots ⋯ in the top right corner.
2. Select Set status as pending return.

Step 3: Add Details (Optional)

In the Set subscription to pending return window:

• (Optional) Add a reason for setting the status, e.g. "Customer cancellation request."

Step 4: Decide on Future Charges

You’ll see the option: Delete future recurring payments.

• ✅ Check this box if:
  You don’t want to charge the customer while the return is in progress.
• 🚫 Leave unchecked if:
  You want to encourage timely returns by keeping the recurring charges active until the product is returned.

Step 5: Confirm the Action

Click the CONFIRM button to finalise.

What Happens Next

Once the subscription is marked as Pending Return:

• The return workflow is triggered in circuly.
• The customer receives the "Subscription Pending Return" email from your email templates.
• Depending on your settings, future recurring payments may be deleted or continue.