Pause, cancel, or delete a subscription

To help your customers, you can pause, cancel, or delete their subscriptions in the merchant portal.
 

This guide provides instructions for pausing, cancelling, or deleting an existing customer subscription, and steps for requesting a bulk cancellation. 

Before you start

• Only store admins can delete subscriptions from a customer account.
• If you want to restrict your customers from cancelling a subscription for a set number of charges, visit Allow customers to cancel after a set number of charges.
• Watch Recharge's video on managing customers and answering subscriber questions to manage customer support for subscribers effectively.
• Consider using the Bulk update subscriptions with filters tool to cancel or delete subscriptions creating a CSV file.

Pause a subscription

In the merchant portal, you can update the charge date for the next order to pause the customer's subscription.

Reschedule the order date on the upcoming orders page: 

1. Select Customers in the merchant portal and click Customers from the dropdown.
2. Search for and select the customer.
3. Under Upcoming orders locate the order to be updated, and hover over it to open the three vertical dots menu.

4. Select Reschedule order.
    

   

5. Change the date accordingly and click Reschedule to confirm.

Block a customer

You can block a customer to prevent their recurring charges from being processed without cancelling their subscriptions.

1. In your Recharge merchant portal, click Customers, then select Customers.

2. Select the customer you want to update.

3. In the Customer overview section, click the Pencil icon to open the Edit customer menu.

4. Click Block customer.

   

5. Click Confirm: update customer.

To process recurring orders again for that customer in the future, follow the steps above and unselect Block customer.

What happens when you block a customer

• Recharge does not process future recurring charges for the customer.

• Existing subscriptions remain active, but charges are not processed while the customer is blocked.

• You can unblock the customer at any time to resume normal charge processing.

Customer timeline

Recharge records all blocking activity in the customer’s timeline, including the identity of the actor.

Cancel a subscription

You can cancel a customer's subscription on the Subscription Details page. 

1. Select Customers in the merchant portal and click Customers from the dropdown.
2. Search for and select the customer.
3. Hover over the subscription you wish to cancel to open the three vertical dots menu.

4. Select Cancel subscription.
    

   

5. Select the cancellation reason and click Confirm: cancel subscription.

Note: Cancellations should be made prior to the date the charge is scheduled to process. If an attempt to cancel the charge on the same day it is scheduled to process, it may already have been queued in the processing batch and could go through. 

Available cancellation reasons

The cancellation reasons displayed in the merchant portal default to the legacy customer portal cancellation reasons and will not automatically align with any new reasons configured in your Cancellation Prevention template. You can update the cancellation reasons available through the merchant portal through these steps:

1. Temporarily deactivate the Cancellation Prevention template.
2. Navigate to your customer portal settings and update the listed cancellation reasons to match your Cancellation Prevention template. 
3. Reactivate the cancellation prevention template.

Cancellations performed in the merchant portal are not reflected in the Cancellation Prevention analytics.

Delete a subscription

You can delete a customer's subscription on the Subscription Details page.

1. Select Customers in the merchant portal and click Customers from the dropdown.
2. Search for and select the customer.
3. Hover over the subscription you wish to cancel to open the three vertical dots menu.

4. Select Cancel subscription.
    

   

5. Click Confirm: delete subscription.

Cancel or delete a prepaid subscription

Cancelling a prepaid subscription does not automatically cancel the queued shipment orders. You must complete an additional step to cancel the queued orders in the current billing cycle.

Refer to the following steps to cancel upcoming shipment orders:

1. Select Customers in your merchant portal and click Customers from the dropdown.
2. Search for and select the customer.
3. Hover over the subscription you wish to cancel to open the three vertical dots menu.
4. Select Cancel subscription.
5. In the Upcoming orders section, expand each queued $0.00 order and click Cancel.

Cancel multiple subscriptions for a single customer

You can cancel multiple subscriptions for a single customer in bulk:

1. Select Customers in your merchant portal and click Customers from the dropdown.
2. Search for and select the customer.
3. On the customer's Subscription details page, select the subscriptions you want to cancel. You can select all products in a subscription by clicking the Product checkbox, or select products individually to update in bulk.
4. Click More actions and select Cancel.
5. Select a reason for cancelling and click Proceed.

Bulk cancel subscriptions for multiple customers

There are two methods for cancelling multiple subscriptions in bulk. Review the methods below and select the one that best meets your needs and preferences. 

Method 1 - Multi-select tool

You can use the Multi-select tool to cancel individual subscriptions on the Subscriptions page:

1. Select Customers from the merchant portal, then click Subscriptions in the dropdown.
2. Use the checkboxes to select the subscriptions you want to update. 
3. Click More actions and select Update status.
4. Select Cancelled from the drop-down menu. Click Next.
5. Select your cancellation reason and if you'd like to send a cancellation email to the customer. Click Next.
6. Click Confirm: prepare update and then select Check update progress.
7. Click Process update for the Bulk updates row with the current date. 
8. Click Update subscriptions.

Review the Multi-select tool guide for detailed instructions and next steps. 

Method 2 - Import tool 

You can use the Import tool to cancel subscriptions. To process this type of update you must prepare a CSV template with the following required columns:

• subscription_id
• status
  • Values are ACTIVE or CANCELLED
• cancellation_reason and/or cancellation_reason_comments (optional)

Data required to bulk cancel subscriptions

Refer to the following steps to make an update using the Import tool: 

1. Use the Export Builder to generate either a Subscriptions - All or Subscriptions - Active export. 
2. Delete any unnecessary columns and ensure you have all of the columns listed above in your file. Add and fill in the cancellation_reason column as needed.
3. Once your CSV file is prepared, follow steps 2 and 3 in the Bulk update subscriptions with the Import tool documentation to complete the update. 

RechargeSMS or Klaviyo integration

Follow Klaviyo's instructions to pause your cancellation flow or use the following instructions to pause notifications from RechargeSMS: 

1. Select Tools & apps from your Recharge merchant portal and select Installed apps. 
2. Locate the RechargeSMS integration and select Manage.
3. Select Settings from the left-bar navigation and ensure you are on the Features tab.
4. Locate Concierge Features under the Messaging tab.
5. Toggle the option to Send Cancellation Confirmation Messages to off.

Bulk delete subscriptions

You can use the Import tool to delete subscriptions. To process this type of update you must prepare a CSV template with the following required column:

• subscription_id

To make an update using the Import tool: 

1. Use the Export Builder to generate either the Subscriptions - All or Subscriptions - Active export. 
2. Delete any unnecessary columns and ensure you have all of the columns listed above in your file.
3. Once your CSV file is ready to import, follow steps 2 and 3 in the Bulk update subscriptions with the Import tool documentation.
4. Select Delete Subscriptions as your update type.

You must cancel subscriptions before deleting them if you wish to prevent the Send Cancellation Notification from triggering.

Considerations