Subscription Cancellations
All pending cancellations requests that require approval are located on the Cancellations tab in the Subscription Center. How cancellation requests are processed is determined by the Cancellation Policy set at an account, product or pricing level. These policies are created and managed on the “Cancellation Policies” tab in the Subscription Center.
Why are there pending Cancellation requests requiring manual approval?
Cancellation Policy is set to Never Allow:
When a Cancellation Policy is set to Never Allow, the cancellation request requires manual approval by the account administrator. The account administrator receives an email notification when a cancellation request is submitted by the subscriber that requires manual approval.
* Never Allow is the default policy setting when a subscription product is created.
Cancellation Policy is set to Threshold:
Subscription cancellation requests are automatically processed until a predetermined percentage of cancellations is reached. Once the threshold % is reached, cancellation requests are created and require manual approval by the account administrator. An email notification is sent to the account administrator when a manual approval is required.
Cancellation Policy is set to Always Allow:
Subscription cancellation requests are automatically processed and no interaction from the account administrator is required unless an error occurs. If an error does occur, manual approval of the cancellation request is required. The account administrator receives an email when an error occurs requiring manual approval.
How to Process Cancellation Requests
Recover: request is not processed and subscription is not cancelled. Subscribers don't receive an automated email when their account is recovered.
Approve: request is processed and subscription is cancelled at the end of this billing cycle. The subscriber will receive an email notifying them that their request is processed and the last day they will have access to the content.
Cancellation Request Details:
The Details button provides additional information about the subscriber including their pricing plan and total generated revenue. It also displays the reason they provided for canceling their subscription.
