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
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.
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)
Support Request Created
A Cancel Subscription support request is automatically created with the customer’s reason and message, linked to the subscription. You can review it from the Support Requests page.
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).
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 |
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 |
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
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
Frequently Asked Questions
What happens if the next billing date is after the notice period?
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?
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?
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?
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.