This feature must be enabled in the settings. To do so, follow this helpsheet.
Your members have the option to cancel their subscriptions themselves. Here's how they can do it:
Step 1: Accessing the Subscription
To do this, they must log in to their member profile, either from the corresponding widget or from the marketplace.
Access the "My Subscriptions" tab.
In the active subscriptions, click "View Details" of the desired subscription.
Finally, click the "Unsubscribe" button.
Subscriptions with a commitment period will have this button blocked (see this help article).
Step 2: Unsubscribing
After clicking "Unsubscribe," a confirmation window will appear.
Click "Unsubscribe" again.
After a few seconds of loading, the following message will appear. That's it, your member is unsubscribed!
Click the cross to close the window.
Your members will receive an email confirming that their subscription has been discontinued
How will it appear to your members?
On their interface, your members will see:
A "Unsubscribed" tag on the corresponding subscription.
In the details, the mention "Unsubscribed" as well as the date until which they can benefit from their subscription.
How will it appear to you?
Just like a completed subscription from the back office, the subscription will have the status "stopped."
On the member's subscription, you can see the scheduled stop and edit it if needed.
If you want to monitor member subscription cancellations more closely, please read the following article.
Understanding the Unsubscription Logic
When a subscription is canceled by a member, it will cancel it from the next upcoming invoice included. Meaning that members don’t have to pay for the next invoice. Your members will still benefit from their subscription for the current cycle they already paid.
To better understand, here are some example situations. For these examples, we will use a monthly subscription.
The subscription is in progress
In this example, it is March 10th. The next invoice pending payment is March 17th. If the member cancels their subscription today, it will be stopped from the March 17th invoice included.
The member won’t have to pay their March 17th invoice and will benefit from their subscription until March 17th (excluded).
The subscription has just started
In this example, it is March 10th and the subscription has just started.
At bsport, subscription payments always occur the day after the first invoice around 10 a.m. The next invoice pending payment is therefore that of March 10th.
If the member cancels their subscription today, it will be stopped after the March 10th invoice (excluded).
The member will still have to pay their March 10th invoice and will benefit from their subscription until April 10th (excluded).
After cancellation:
There are 2 edge cases for this scenario:
Scenario 1: The contract only has one invoice and renews. As we cannot cancel the invoice for today, the system will only deactivate the auto-renewal. On the member side, once this is done, the subscription won’t get the tag “Unsubscribed”. But the unsubscribe button will now be greyed out.
Scenario 2: The contract only has one invoice but doesn’t auto-renew. As we cannot cancel the invoice for today, the unsubscribe button will be greyed out.
The subscription has not yet started
In this example, it is March 10th, and the subscription will start on April 2nd. The next invoice pending payment is therefore that of April 2nd.
If the member cancels their subscription today, it will be stopped right away.
The member won’t have to pay their April 2nd invoice and will not benefit from their subscription anymore.
Edge case: SEPA
In the case where you activated this setting in Settings>Billing>Subscription
THEN, if the member tries to stop the subscription within 3 days before the next invoice date (excluded) → the member will have to pay the next invoice, as the payment is already processing
For example, the next invoice is on the 27th, from the 24th to the 26th, the member will have to pay the next invoice as the SEPA payment is already processing.
Because if technical limitations, we will apply this 3-day buffer to all subscriptions, even if they are not paid with SEPA
There are some scenarios to note:
Scenario 1: There is only one next invoice and no auto renewal. As we cannot cancel the next invoice, the unsubscribe button will be greyed out.
Scenario 2: There is only one next invoice, and auto-renewal is activated. As we cannot cancel the next invoice. The system will only deactivate the auto-renewal. On the member side, once this is done, the subscription won’t get the tag “Unsubscribed”. But the unsubscribe button will now be greyed out.