Managing customer subscriptions effectively is key to maintaining trust and transparency with your customers. ThriveCart makes it simple to cancel recurring payments directly within your dashboard, ensuring a smooth process for both you and your customers.
How to cancel a subscription
Within ThriveCart, to cancel a subscription, the first thing you need to do is head to your transactions area and locate the transaction you want to cancel.
You can search using the customer’s name, email address, or invoice number to locate their transaction.
Once you’ve located the transaction, you’ll need to click on the Manage button, which will open a subscription management dashboard popup.
You’ll then be presented with the modal window with the choice of either cancelling your subscription entirely or pausing your subscription.
As you’re looking at canceling a subscription. You will choose the Cancel option, then click Go.
You’ll be informed that this action will permanently cancel the subscription and that it cannot be reversed. If you are happy to continue you will need to click the Cancel subscription button.
Notification will be sent to your payment processor and the transaction will be cancelled. The original transaction will update to display a cancelled tag on the right-hand side so you can easily see if a subscription is active, cancelled or paused. In addition, a $0.00 transaction will also be created on the day that the subscription was cancelled, to mark the date and time of this cancellation action.
When canceling a subscription after Stripe has already generated an invoice (such as canceling after a failed rebill), ThriveCart will also look for – and cancel – those outstanding invoices. See more information here.
Frequently Asked Questions (FAQs)
- Q: Will the customer be emailed about their cancellation?
- A: In short, no. ThriveCart does not send automatic subscription cancellation emails, but these can be sent from either your payment gateway or by setting an Automation rule on your product.
You can also click the “Invoice” button from a customer’s transaction within ThriveCart to then click “Re-send” to email that final invoice to your customer.
- A: In short, no. ThriveCart does not send automatic subscription cancellation emails, but these can be sent from either your payment gateway or by setting an Automation rule on your product.
- Q: Does cancelling also refund the customer?
- A: No. If you want to refund a customer as well, this would be a separate action.
- Q: I accidentally cancelled a subscription, can I re-activate it?
- A: Once a subscription is cancelled, it’s not possible within ThriveCart to reactivate it, as the integration with your payment gateway prevents this. The customer would need to re-purchase a subscription product in order to be billed in the future.
- Q: I’m getting an error when trying to cancel a subscription
- A: For any error message returned when attempting to cancel, you’ll want to review the subscription within your payment gateway directly. Typically, errors mean that the subscription has already been cancelled in the gateway but may not have communicated this cancellation to us.
Reach out to support by sharing a screenshot of the cancelled subscription in your payment gateway, as well as the customer’s email address/invoice ID and the team can look to manually adjust this for you.
- Q: How can my customer’s cancel their own subscriptions?
- A: Your customers can access the Customer Hub to cancel their own subscriptions. The link to access this is available on their invoice, and Pro+ users can control the types of recurring payments, as well as regional self-cancellation options.
- Q: Can the customer retain access until the end of their billing cycle?
- A: They can! If you’re a Pro+ user with Connect+ enabled on your product, Learn students who cancel their subscriptions can retain access until the end of their current paid billing cycle. See more on how to enable that setting here.
- A: They can! If you’re a Pro+ user with Connect+ enabled on your product, Learn students who cancel their subscriptions can retain access until the end of their current paid billing cycle. See more on how to enable that setting here.