Introduction

When customers request to cancel a subscription, circuly provides two paths: manual cancellation by your support team or self-service cancellation by the customer via the Customer Portal. To reduce manual handling and improve automation, circuly offers a setting called Auto cancel subscription. This setting controls what happens after a customer initiates a cancellation—especially in relation to the subscription status and return workflow.

Understanding how this setting behaves in different scenarios is essential to ensure you meet both operational needs and customer expectations.

Settings Overview

The Auto cancel subscription setting determines whether the circuly system should automatically update a subscription’s status after a cancellation request is made via the Self-Service Portal.

• Default state: Disabled
• Location: Settings > Customer Login > Cancel options > Auto cancel subscription

When enabled, the system can automatically:

• Set the subscription status to pending return
• Trigger the return workflow
• Turn off the Auto renew setting
• Cancel the subscription either immediately or at the end date (depending on user input)

When disabled, these actions may require manual input depending on the scenario.

Setup Guide

To enable the Auto Cancel Subscription setting:

• Log into your circuly Operations Backend.
• Go to Settings > Customer Login > CANCEL OPTIONS.
• Enable the switch for Auto cancel subscription.

Once activated, the circuly system will take automated actions during cancellation requests as per the scenario.

Cancellation Scenario Overview

Below is an explanation of how the Auto Cancel Subscription setting behaves in various scenarios, both within and outside the early cancellation period.

Cancellation Within Early Cancellation Period

Scenario 1: Auto Cancel Enabled + “Immediately” Selected

• Subscription status: Set to pending return
• Auto renew: Turned off
• Subscription: Cancelled
• Reason: Customer has the right to cancel within the early cancellation period
• Auto cancel setting has no effect (legal override applies)

Scenario 2: Auto Cancel Disabled + “Immediately” Selected

• Subscription status: Set to pending return
• Auto renew: Turned off
• Subscription: Cancelled
• Reason: Same legal override applies
• Auto cancel setting has no effect

Scenario 3: Auto Cancel Enabled + “After Minimum Duration” Selected

• Subscription status: Set to pending return
• Auto renew: Turned off
• Tag: “Cancelled by customer”
• Action: Subscription is scheduled to cancel at the end date
• Auto cancel setting takes effect

Scenario 4: Auto Cancel Disabled + “After Minimum Duration” Selected

• Subscription status: Remains active
• Auto renew: Turned off
• Tags: “Cancelled by customer” and “Cancelled on end date”
• Auto cancel setting prevents cancellation from being processed

Cancellation Outside Early Cancellation Period

Scenario 5: Auto Cancel Enabled

• Customer sees: No return option, only cancellation reasons
• Subscription status: Set to pending return
• Auto renew: Turned off
• Tag: “Cancelled by customer”
• Minimum subscription duration: Ignored
• Auto cancel setting triggers full cancellation flow

Scenario 6: Auto Cancel Disabled

• Customer sees: No return option, only cancellation reasons
• Subscription status: Remains active
• Auto renew: Turned off
• Tags: “Cancelled by customer” and “Cancelled on end date”
• Auto cancel setting prevents automatic cancellation

By understanding and configuring the Auto cancel subscription setting properly, you can better control your cancellation workflows while staying compliant with legal requirements—especially regarding early cancellation rights.