In their Shopify customer account, on the page called Subscriptions. They open the subscription, click Cancel subscription and confirm in a dialog that says billing and delivery end immediately and cannot be undone. Whether the button is there at all is your decision: Cancel subscription is a switch under Settings → Customer Portal → Subscription actions. It is on by default, and when you turn it off customers have to contact you instead.
Two things change the flow. If you turn on Enable cancellation flow under Retention → Cancellation Flow, they first see a reason survey and a counter-offer. That needs a paid plan, Growth or higher: on Free the page is locked. The flow runs on both billing engines, so a customer whose subscription is billed through Mollie sees the same survey and the same offer. "Choose what customers can do in their account" walks through every switch.
Stuck on any of this? Open the chat in the bottom right corner of the app and we will help you set it up.
