Subscriptions｜Canceling a Subscription

Available Cancellation Options

• At the end of the current period: The subscription will terminate after the current billing cycle ends. The subscription remains active until the end of the cycle, but no additional renewal invoices will be generated. This option is commonly used when a customer cancels the subscription but continues using the service until the end of the current billing period.
• Immediately: The subscription ends immediately, and the system stops generating new invoices. This option is typically used by administrators in the admin panel but may also be available to customers in certain self-service scenarios.

Processing a Cancellation Request

1. Open the cancellation entry: In Subotiz Admin, go to Subscriptions > Subscriptions. Subscriptions can be canceled either by an administrator in the admin panel or by the customer through the customer portal. When a subscription is still within its active lifecycle, the Cancel subscription option will appear on the contract detail page.
   Common scenarios include:
   • The subscription is in Trial or Active status
   • The current billing cycle has not yet ended
   • The subscription has not already been canceled or terminated
   If the subscription has already been canceled or the contract has ended, the Cancel subscription option will not be available. Locate the target subscription in the subscription list and open the Subscription Details page.
    
2. Open the cancellation dialog: On the Subscription details page, review the customer email, subscription plan, and pricing information. Then click Actions > Cancel subscription.
    
3. Select the cancellation timing: In the End subscription section, choose when the cancellation should take effect. Depending on the subscription status, the system may provide options such as:
   • Immediately: The subscription contract ends immediately and the system stops generating new invoices.
   • At the end of the current period: The subscription will terminate after the current billing cycle ends. The subscription remains active until the cycle finishes but no renewal invoices will be generated.
      
4. Configure the refund option: In the Refund section, choose how billing should be handled after the subscription is canceled. Available options may include:
   • No refund required
   • Refund full amount of the latest invoice (if applicable)
   • Prorated refund for unused days from the latest invoice (if applicable)
     • When Prorated refund for unused days from the latest invoice is selected, the system calculates the refund amount automatically based on the remaining time in the billing cycle.
       • Typical calculation method:
         • Refund amount = (Amount paid for the current cycle ÷ Total days in the billing cycle) × Remaining unused days
       • Example:
         • Standard monthly plan
           • A $31 subscription covers July 1 – July 31
           • If the subscription is canceled on July 10
           Remaining unused days: 21 days
           $31 ÷ 31 × 21 = $21 refund
     The system automatically calculates the refund amount according to this rule. Available refund options may vary depending on the subscription status and billing stage.
      
5. Select a cancellation reason (optional): When canceling a subscription, the system may require selecting a cancellation reason. This information helps record the reason for the cancellation and supports future operational analysis or customer support.
   Common reasons include:
   • Too expensive
   • Missing features
   • Switching to another service
   • Technical issues
   • No longer needed
   • Too difficult to use
   • Other
   If Other is selected, additional details can be entered in the Additional comments field (up to 200 characters).
    
6. Confirm the cancellation: After reviewing the cancellation timing, refund option, and cancellation reason, click Cancel.
    
7. Complete the cancellation: After submission, the system displays the cancellation result and updates the subscription status to Canceled.

System Processing

1. Update contract records: The system records:
   • Scheduled cancellation time
   • Cancellation request time
   • Canceled by
   • Actual cancellation time
   • Cancellation reason
   • Cancellation method
   The contract status will update to Canceled.
    
2. Invoice handling: After a subscription is canceled, the system automatically updates related invoices:
   • Generated but unpaid invoices will continue to follow the configured payment retry or dunning strategy
   • Invoices currently being processed will update according to the payment result
   • If a refund option was selected, the system processes the most recent invoice based on the selected rule
   • Once the contract is terminated, no new renewal invoices will be generated
      

Limitations

• Cancellation applies only to subscription contracts. One-time orders cannot be canceled through this process.
• Canceling a subscription does not delete historical invoices, transactions, or billing records.
• Refund processing may be affected by payment provider rules and settlement cycles.