Cancellation Requests

Handle subscription cancellations with notice periods, reason collection, and automatic domain management

Cancellation Requests

Instead of instantly canceling subscriptions, PayRequest lets you collect cancellation requests with a configurable notice period. This gives you time to retain customers, properly wind down services, and automatically disable domain auto-renewals.

Cancellation requests integrate with the Support Requests system. Each request creates a support ticket you can review and respond to before the cancellation takes effect.

Overview

Notice Period

Configurable notice period (default 30 days) before the subscription actually cancels

Reason Collection

Customers select a reason and can leave a message explaining why they’re canceling

Domain Management

Linked domain auto-renewals are automatically disabled when a cancellation is requested

How It Works

1. Customer Requests Cancellation

   From the customer portal subscription detail page, the customer clicks Cancel Subscription. A modal asks for their cancellation reason and an optional message.

2. Notice Period Calculated

   The system calculates the effective cancellation date as the later of:

   • Today + the configured notice period (default: 30 days)
   • The next billing date (so the customer gets what they’ve already paid for)
3. Support Request Created

   A Cancel Subscription support request is automatically created with the customer’s reason and message, linked to the specific subscription. When submitting from the portal, the subscription selection is required — the dropdown shows subscription names with amounts and status for easy identification. You can review the request from the Support Requests page.

4. Domain Auto-Renew Disabled

   If the subscription has a linked domain registration with auto-renew enabled, it’s automatically turned off at the domain registrar (OpenProvider).

5. Subscription Cancels on Effective Date

   A daily scheduled job checks for subscriptions past their effective cancellation date and cancels them automatically. The linked support request is marked as resolved.

Cancellation Reasons

When requesting cancellation, customers choose from these reasons:

Reason	Description
Too Expensive	Price is a concern
Switching Provider	Moving to a different service
No Longer Needed	Service is no longer required
Other	Custom reason with free text

Customers can also add a personal message explaining their situation in more detail.

Product-Level Settings

Each product has its own cancellation configuration. Edit a product and scroll to the Cancellation Settings section:

Setting	Options	Default
Cancellation Mode	Request (with notice period) / Immediate	Request
Notice Period	1–365 days	30 days
Allow Cancel	Enable/disable the cancel button in the portal	Enabled
Allow Pause	Enable/disable the pause button in the portal	Enabled

Set Cancellation Mode to Immediate if you want the old behavior where clicking cancel stops the subscription right away — no notice period, no support request.

Managing Pending Cancellations

Customer Portal

When a cancellation is pending, the customer sees:

• An amber banner showing the requested date and effective cancellation date
• A Withdraw Cancellation button if they change their mind
• The cancel button is hidden while a request is pending

Admin Dashboard

On the subscription detail page, admins see:

• A cancellation pending callout with requested and effective dates
• Withdraw Cancellation — cancels the request and keeps the subscription active
• Cancel Now — immediately cancels without waiting for the notice period
• A link to the related support request for review and communication

On the support request detail page, the linked subscription shows a hover popover with status, amount, billing interval, next billing date, and cancellation details. Two dedicated action buttons let you handle the request directly:

• Approve & Cancel — Cancels the subscription and resolves the support request in one click
• Reject & Keep Active — Clears the cancellation fields from the subscription and rejects the request

The approve/reject buttons appear only while the request is still open or in review. Use these for quick decisions without navigating to the subscription detail page.

Automatic Processing

A scheduled command runs daily at 06:15 to process cancellation requests:

• Finds all active subscriptions where the effective cancellation date has passed
• Cancels each subscription automatically
• Closes the linked support request as resolved

Once a subscription is automatically canceled after the notice period, it cannot be undone. Use the Withdraw Cancellation option before the effective date if the customer wants to stay.

Frequently Asked Questions

What happens if the next billing date is after the notice period?

The effective cancellation date is always the later of the notice period end and the next billing date. This ensures customers aren’t charged again after requesting cancellation while still getting the service they’ve already paid for.

Can I still cancel a subscription immediately as an admin?

Yes. On the subscription detail page, you can use the regular Cancel Subscription action for immediate cancellation, or use Cancel Now on a pending cancellation request.

What if the customer withdraws their cancellation?

The cancellation request is removed, the support request is closed, and the subscription continues as normal. If a domain auto-renew was disabled, you may need to re-enable it manually.

Does the customer get notified?

The cancellation creates a support request, so you can communicate with the customer through the ticket. You can also send email notifications from the support request detail page.

Next Steps

Pausing & Resuming

Temporarily pause subscriptions instead of canceling

Support Requests

Manage cancellation requests alongside other support tickets

Customer Self-Service

Configure what customers can do in the portal

Subscription Lifecycle

Understand the full subscription status flow