The customer account lets subscribers cancel themselves, but plenty of cancellations arrive another way: a reply to a renewal email, a chat message, a phone call. A cancellation does not have to come through the portal to count. This article is the process for handling those requests, whichever channel they land on.
If the message makes the intent clear, "please cancel my subscription" is enough. Do not send the customer to the portal to repeat it, and do not ask them to confirm through another channel. Acting on any clear statement of cancellation is good practice today, and the UK's new subscription rules (the DMCC Act, in force from January 2027) are set to make it a requirement there: ending a subscription should be as easy as starting one.
Open Subscriptions, click the customer's row, then click Cancel subscription and confirm. It is immediate and permanent, so if the customer only wants a break, pause the subscription or skip an order instead. A Mollie-billed subscription is cancelled from its own page, using Cancel subscription in the Actions card. How do I cancel a subscription for a customer? walks through both in more detail.
Reply on the channel the request came from, saying the subscription is cancelled and no further charges will be taken. Keep the customer's message: if a charge is ever disputed, the request and your confirmation are your record of what was agreed and when. The app also sends its own Subscription cancellation email automatically if that template is switched on under Settings → Notifications. It covers both billing engines, so a Mollie-billed cancellation sends the customer the same confirmation, and you a notification of your own.
Read Cancel a subscription for what happens to billing, orders and the status badge afterwards.
Set up Keep customers with a cancellation flow so self-serve cancellations in the portal get a save offer first.
Check Choose what customers can do in their account so customers who prefer self-serve can cancel without writing in.
Stuck on any of this? Open the chat in the bottom right corner of the app and we will help you set it up.
