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How to allow customer to cancel after a set number of charges

Relevant to: Shopify Checkout Integration Custom Recharge Checkout on BigCommerce BigCommerce Integration Migrated Shopify Checkout Integration

Recharge lets you control churn by adjusting your store's cancellation settings.

This guide provides instructions on creating or updating your cancellation policy. 

Before you start

  • It is recommended that you clearly state the cancellation terms to your customers. For example, include text similar to this in the product details: 
    • Subscriptions require a minimum of 1 delivery before you can cancel. After your first shipment, you may cancel at any time without incurring cancellation fees. If you would like to control other permissions your customers have in their portal, you can enable/disable many of their abilities via the customer portal screen.
Note: The default setting allows all subscribers to cancel without requiring a minimum number of charges. The “allow cancellation after X charges” is set to “no restrictions.” You can change this setting to require minimum charges for cancellation at any time, provided you accept the responsibility for legal compliance via the pop-up warning.

Understanding the minimum charge requirement

The minimum charge requirement applies to each subscription individually.

If a customer has multiple subscriptions, each subscription must meet the required number of successful charges before it can be canceled. Customers can cancel subscriptions that meet the requirement, even if other subscriptions on their account do not.

Cancelled orders that have been processed do not count toward the total number of successful charges.

Adjust cancellation settings

  1. Click Storefront in your merchant portal and select Customer portal.
  2. Update your cancellation settings under Cancellation and retention.
  3. Save your settings.

If you use the Affinity customer portal, you can set the number of charges a customer can cancel after or disable the ability to cancel altogether. In the customer portal, the customer side displays the store's contact email instead of the cancel button. Customers must contact you directly to request a cancellation.

Cancellation and Automatic Renewal Laws 

Many states have, or are adopting, consumer protection laws regarding subscriptions and automatic renewals. These are known as Automatic Renewal Laws (ARL). To help Recharge merchants meet these increased legal requirements, Recharge has provided default options that allow cancellation at any time, with no restrictions. Recharge has amended the checkout disclaimers to provide information on the rights of subscription customers regarding the ARL. These defaults primarily impact customer notification and cancellation settings.

See Automatic Renewal Law and Recharge to learn more about these changes.

Note: You can still freely change any of your settings. To change these settings, you will be prompted to accept legal responsibility for your changes via a pop-up checkbox.

Other information

View customer portal controls to learn more about portal settings and permissions. 

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