Advanced Configuration holds the switches that decide what customers can do in the customer portal: whether they can cancel, pause or resume, and the rules for free trials, minimum commitments and discounts they've already used. The Cancellation and Pause tabs decide what customers see. These switches decide whether they can get there at all.
Where to find it
In Appstle Subscriptions, go to More > Retention Management and open the Advanced Configuration tab. Click Save to apply your changes.
The settings under What customers can do also appear under Customer Portal settings > Configuration, with the same names. They're the same settings, so a change on either page shows on both.
What customers can do
Allow customers to cancel subscriptions
Shows the Cancel Subscription button on customers' subscriptions. When it's off, customers can't cancel from the portal, and no cancel experience or targeted flow runs. It's on for new stores.
Allow customers to pause subscriptions
Shows the Pause Subscription button on active subscriptions. When it's off, customers can't pause, and Pause Subscription offers in the cancel window fail when a customer accepts them, so remove those offers too. It's on for new stores.
Allow customers to resume subscriptions
Shows a resume button on paused subscriptions, so customers can restart them. Pauses with an end date still restart on their own when this is off. It's on for new stores.
Also allow resuming cancelled subscriptions
Appears under the resume setting. It shows the resume button on cancelled subscriptions too, so customers can restart them. Turning off Allow customers to resume subscriptions also turns this off.
Lock subscriptions until the minimum number of orders
Until a subscription reaches the minimum number of orders in its plan's Cancellation Policy, customers can't change it in the portal. For example, they can't pause, resume, skip, swap products or accept a discount. They see a message that changes aren't available. It's off for new stores. If your plan doesn't include it, the setting is greyed out with an upgrade option.
Customers can't cancel before the plan's minimum number of orders, whether this setting is on or off.
When the lock is on, two more settings appear under it:
Allow discount codes while locked: customers can still apply discount codes before they reach the minimum number of orders.
Allow product swaps while locked: customers can still swap products while their subscription is locked, along with a few related product changes, such as skipping a single product. It's off for new stores.
Let customers pick a used discount reason again
Each subscription can receive a retention discount only once. This setting decides what happens when a customer whose subscription has already used it chooses a reason with a discount offer. It's on for new stores.
On, when cancelling: the customer can still choose the reason, but they don't get a second discount. They see the reason's second offer, if it isn't a discount, or the final keep-or-cancel step. While the discount is still on the subscription, your Discount already used message also appears.
On, when pausing: choosing the reason pauses the subscription straight away, until the customer resumes it.
Off: reasons with a discount offer are greyed out while the discount is on the subscription. If the discount has already ended, the reason can still be chosen, but accepting the offer shows the already-used message instead of applying a discount.
Cancelling during a free trial
Allow customers to cancel during free trial
When it's on, customers can cancel at any time during a free trial, even before the plan's minimum number of orders. When it's off, customers on a plan with a free trial can't cancel or pause until the trial ends, and they see a message that cancellation is unavailable during the free trial. It's on for new stores, and it's only on this tab.
Related settings in other places
Subscription Timing Restrictions, under Customer Portal settings > Configuration: Block cancellation, pause, or skip actions within a number of days of the next order date, or Allowed days to cancel, pause, or skip orders up to a number of days before it. You can use one or the other. They don't apply to paused subscriptions.
Cancellation Policy, in the plan editor under Policies: the minimum number of orders before customers can cancel, such as "After initial order only".
If a customer can't cancel or pause
Check these in order:
The cancel or pause switch at the top of this tab.
Allow customers to cancel during free trial, if the subscription is in a free trial.
The plan's Cancellation Policy, and Lock subscriptions until the minimum number of orders.
The timing restrictions in Customer Portal settings.
Custom instructions on the Cancellation tab, which shows your message instead of a way to cancel.
A cancellation that's already scheduled, for example on a Prepaid (separate orders) plan.
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