Cancel a subscription

What the checkout looks like

When a customer clicks the cancellation link, they land on a stripped-down version of the checkout built only for this purpose. It shows just three things:

• The email and password authentication fields.

• The cart, showing what’s included in the subscription.

• A button that would normally say “checkout,” relabeled “Cancel My Subscription.”

The customer’s password is still required to confirm the cancellation, even though no payment is involved — this prevents someone from canceling a subscription they aren’t authorized to modify. The button text can be changed from your store’s language settings.

Customer cancellation

By default, Foxy includes a cancellation link in every subscription receipt email. When the customer clicks the link and completes the checkout, the subscription end date is set and it will no longer process.

The cancellation link uses the sub_cancel parameter to determine when the subscription ends:

The default is sub_cancel=true. If your store offers memberships or other access-based subscriptions where the customer has already paid for the current period, consider changing the default to next_transaction_date so the customer retains access until the end of the period they’ve paid for.

To change the default cancellation behaviour:

1. 1

   Go to the Foxy admin

2. 2

   Go to Settings then Language

3. 3

   Expand the Email section and search for sub_cancel=true

4. 4

   Update both instances from true to next_transaction_date

5. 5

   Save your changes

Requiring past due payment before cancellation

If a customer has a past due amount on their subscription, you can require them to pay it before they are able to cancel. To enable this:

1. 1

   Go to the Foxy admin

2. 2

   Go to Advanced Settings

3. 3

   Check Prevent customer-initiated modification, replacement, and cancellation if past-due is present

If this is enabled and a customer has a past due balance, they will not be able to cancel until the balance is cleared. You will need to cancel the subscription on their behalf through the admin, or clear the past due amount first.

Admin cancellation

To cancel a subscription as a store admin:

1. 1

   Go to the Foxy admin

2. 2

   Go to Subscriptions

3. 3

   Click on the desired subscription

4. 4

   Set the End date to the date you want the subscription to stop processing

5. 5

   Save the subscription

Notes

• When a subscription is cancelled, its end date is set to either tomorrow or the next transaction date. The subscription is not immediately deleted.

• If a subscription’s end date falls on a scheduled billing date, it will be cancelled before that payment is taken. Set the end date to the day after the last payment you want to collect.

• PayPal Express (non-Reference Transactions) does not support subscription modification via sub_token. Foxy strongly recommends using the Reference Transaction option for PayPal Express Checkout.