🔧 Enabling Cancellation or Pause Options
To get started, navigate to your Customer Portal settings and then to Configuration. At the top of the page in the Subscription Management section, you'll see two options:
Cancel Subscription Button ❌
Pause Subscription Button ⏸️
Enabling the Cancel Subscription Button gives your customers the ability to cancel their subscriptions, while enabling the Pause Subscription Button allows them to pause their subscriptions.
📝 Cancellation Policy
The Cancellation Policy is available within each subscription plan and can be set differently for each subscription frequency, giving you full control over your customer's ability to cancel.
If you would like to modify the Cancellation Policy for your subscription plans, you can do so by following these steps:
Navigate to Subscription Plan → Edit (next to the subscription plan)
Then click Edit (next to the desired subscription frequency)
Scroll down to the Policies section
By default, customers can cancel their subscriptions at any time after their first order. This means they can purchase once and cancel immediately.
If you want to change this, you can adjust the Cancellation Policy setting. The value you choose represents the minimum number of required orders before a customer can cancel their subscription.
For example, setting it to 4 orders means customers can only cancel their subscription after the fourth order has been processed.
⚙️ Minimum Order Settings
To further control your customers' subscriptions, you can enable the Minimum Order Settings. These can be found under Customer Portal → Configuration. Here, you’ll find two options:
Freeze subscription edits until minimum order reached? 🛑
Enabling this prevents customers from editing their subscription until they’ve met the minimum order quantity.Allow product swaps before minimum order reached? 🔄
Enabling this lets customers swap products in their subscription before meeting the minimum order quantity.
🛠️ Cancellation Management
For more control over your customers' ability to cancel their subscription, navigate to More → Cancellation Management. This will open the following screen:
🚫 Direct Cancellation
If you select Cancel Immediately as your cancellation flow, customers can cancel their subscriptions easily by clicking Cancel Subscription in their customer portal. They will be prompted for a final confirmation to complete the cancellation. 🛑
💬 Retention Offers (Recommended)
This is Appstle's recommended cancellation flow type. Enabling this option allows you to configure various messages and prompts to engage your customers before they cancel. The goal is to either capture their reason for cancellation or offer incentives, such as discounts, to keep the subscription active. 🎯
Here are the retention offers that you can provide to customers as part of the cancellation flow:
❌ No Offer – Continue to cancel
Description: Customers can continue with the cancellation process without any additional retention offers.
💸 Offer Discount – Reduce price temporarily
Description: This option offers customers a temporary price reduction as an incentive to keep their subscription active. Discounts are a great way to retain customers.
🔄 Swap Products – Change subscription items
Description: Allows customers to change the items in their subscription, giving them the flexibility to customize their subscription.
🎁 Gift Subscription – Change shipping address
Description: Let customers gift their subscription by changing the shipping address, enabling them to send the subscription to someone else.
⏳ Skip Next Order – Delay upcoming delivery
Description: Customers can delay the next delivery without canceling their subscription, providing them with more control over their delivery schedule.
⏸️ Pause Subscription – Temporarily stop deliveries
Description: This option allows customers to pause their subscription for a set period, stopping deliveries without ending the subscription entirely.
📅 Change Delivery Date – Reschedule next order
Description: Customers can reschedule their next delivery, allowing them to adjust the timing to better suit their needs.
🏠 Update Address – Modify shipping location
Description: Allows customers to update their shipping address, ensuring their subscription is delivered to the correct location.
🔁 Update Frequency – Change delivery schedule
Description: Lets customers change the frequency of their deliveries (e.g., from weekly to monthly), offering them more flexibility in their subscription.
📝 Provide Cancellation Instructions (Text or HTML)
In the Cancellation Instructions section, you can customize the message that will be shown to customers when they attempt to cancel. For example:
"To cancel the subscription, please reach out to our support desk."
This message will guide customers through the cancellation process according to your preferences.
🤝 Need Help?
Have questions or need assistance with any subscription settings?
Our experts are available 24×7×365 to help you.
📧 Email: support@appstle.com
💬 Live Chat: Message us anytime through the chat widget in our app.