Occasionally, customers may cancel prematurely or need to retain the unit for an extra period of time after cancelling. This article will explain how to manage these situations.
Subscription cancelled in error
Sometimes customers cancel by mistake, or their plans change. Since cancellations can't be undone, you'll need to recreate the subscription. As their details are already in the system, this can be done quickly without disrupting the customer, and you can choose not to send booking confirmation or move-in emails.
Create a New Subscription
Log in to your Stora backoffice.
Navigate to the Subscriptions section and create a new subscription for the affected tenant.
Transfer the Unit
Deallocate the unit associated with the cancelled subscription.
Allocate this unit to the newly created subscription.
⚠️ It is important to remember that once a subscription is cancelled (or set to cancel), it cannot be undone or modified. This applies to both the cancellation itself and the scheduled cancellation date.
Retaining the unit after cancellation
The customer may have cancelled, but needs the unit for an extra week or so. Customers are billed in advance, usually 4 weekly or monthly. You can create one-time invoices to charge for time.
This is useful if the customer wants to stay an extra week without having to pay the full month's fee and wait for a refund. Create an invoice for whatever amount is needed and charge instantly to the card on file. You can also email the invoice to customers who pay via bank transfer, etc.
💡 If using a smart entry system, keep your customers allocated until they move out. Tenants will maintain access to units until you intentionally deallocate them.