Introduction

Customers can cancel their subscriptions either by using the Customer Self-Service Portal or by contacting your customer support. circuly provides flexibility in managing both types of requests, offering control over manual processing and automation where applicable.

‍

Cancellation via Customer Support

When a customer contacts your support team directly, you (a circuly user) manually manage the cancellation request. This gives you full control over whether the subscription should be:

• Cancelled immediately
• Set to "pending return"

You can decide the course of action based on whether the customer has received a product and whether the order has an attached subscription. This approach is completely manual and requires user intervention in the circuly Operations Backend.

‍

Cancellation via the Customer Self-Service Portal

When a cancellation request is made through the Customer Self-Service Portal, the circuly system can automate parts of the process, reducing manual input.

‍

‍

Cancellation request via Customer support 

When your customers get in touch with your customer support, you have full control over how you want to cancel the subscription and if you want to cancel it. This process is manual as it requires a circuly user to cancel the subscription or set it as pending return, depending on whether or not there is a subscription attached to the order and whether or not the customer has your products. 

‍

Cancellation request via Customer Self-Service Portal 

However when cancellation requests are made from the Self-Service Portal, you can enable the circuly system to take some actions fully automated without any manual input from your side. ‍

One setting that influences what happens after a cancellation request is processed is the Delete recurring payments setting. 

‍

Background

When a cancellation request is made from the self-service portal the Auto cancel subscription setting has an influence on the status of the subscription and the status of the subscription has an influence on the Delete recurring payment setting.

‍

Note: The subscription status only has an influence on the Delete recurring payment setting when the cancellation request is made from the self-service portal, and the cancellation action sets the subscription status as pending return. Actions performed by a circuly user that set the subscription status a spending return in the circuly Operations Backend do not interact with the Delete recurring payment setting. 

‍

If any of the following conditions is met, the status of the subscription is automatically set to pending return

• Auto cancel subscription setting is enabled 
• The subscription is within the early cancellation period and the customer selects immediately or after minimum duration as an option to return the product (auto cancel subscription setting can be disabled/enabled and the subscription status will still be set to pending return) 

‍

Learn more about the Auto cancel subscription setting.

‍

About the Delete recurring payment setting

As the name suggests the Delete recurring payment setting can be used if you want to delete future recurring after a subscription status is set to pending return via a cancellation request made from the self service portal. The recurring payments are deleted until the subscription is reactivated.

‍

As mentioned above user actions in the circuly Operations Backend that set the subscription status as pending return do not interact with the Delete recurring payment setting. 

‍

Important: The payments are deleted irrespective of whether or not you’ve received the product back from the customer. 

‍

Are the recurring payments deleted permanently?

No the recurring payments are not deleted permanently. In case the customer does not return the product the subscription can be reactivated and the recurring payments will continue to be charged.
‍
When this setting deletes the recurring payments, you can ideally avoid a situation in which a customer is charged for an additional month while the customer is in the process of returning the product.

‍

To access the setting > Go to Settings > Customer Login > CANCEL OPTIONS > Delete recurring payments.

‍