Manage subscriptions and cancellation workflows
Subscriptions need ongoing review because billing, access, renewals, cancellations, support, and finance can change after the first purchase.
Subscription states
| State | Meaning |
|---|---|
| Trial | Buyer is in a trial period before regular billing. |
| Active | Subscription is running and expected to renew. |
| Overdue | A charge may be late, failed, or waiting for action. |
| Canceled | Future billing has been stopped or ended. |
| Archived | Hidden from daily work without removing historical context. |
Common subscription work
| Task | Use it when |
|---|---|
| Review lifecycle | You need to understand trial, active, overdue, canceled, or archived status. |
| Filter by dates | You need upcoming charges, start dates, or due dates. |
| Cancel subscription | Buyer should no longer be billed. |
| Stop future charges | Billing should stop while preserving the history. |
| Merge duplicates | Duplicate subscription records need review. |
| Export subscriptions | Retention, accounting, or lifecycle analysis needs a file. |
Review subscriptions
- Confirm the correct business workspace.
[Screenshot: App header — correct business workspace selected.]
- Open Subscriptions.
[Screenshot: Subscriptions list — status filters and date range visible.]
- Filter by status, date, product, plan, or buyer.
[Screenshot: Subscriptions filters — trial, active, or overdue status applied.]
- Open the subscription details.
[Screenshot: Subscription detail page — buyer, plan, and billing dates visible.]
- Review payment history, current status, buyer information, and product access.
[Screenshot: Subscription detail — payment history and current status expanded.]
- Decide whether support, billing, cancellation, or export action is needed.
[Screenshot: Support ticket or internal note — next action decided for subscription.]
Cancel or stop future charges
- Confirm the buyer and subscription record.
[Screenshot: Subscription detail — buyer email matches support ticket.]
- Review the product policy and support request.
[Screenshot: Product cancellation policy referenced in support context.]
- Check whether a refund is also required.
[Screenshot: Related sale in Sales — refund need assessed separately.]
- Choose the cancellation or stop-future-charges action that matches the case.
[Screenshot: Cancel or stop future charges action selected on subscription.]
- Select or record the cancellation reason.
[Screenshot: Cancellation reason dropdown or field filled in.]
- Confirm the subscription status changed.
[Screenshot: Subscription detail — status shows Canceled or future charges stopped.]
- Review access and customer communication.
[Screenshot: Buyer notification sent — access and billing outcome communicated.]
Duplicate subscription review
Duplicate merge suggestions should be reviewed carefully.
- Confirm buyer email and identity.
- Compare product, plan, dates, and payment history.
- Merge only when the records represent the same subscription relationship.
- Decline incorrect suggestions so the team does not merge unrelated buyers.
FAQ
When should I cancel instead of refund?
Canceling stops future billing. Refunding returns money for a purchase or charge. Some cases need both, but they are separate decisions.
What should I check before merging duplicate subscriptions?
Review buyer identity, product, plan, dates, and payment history. Do not merge records just because they look similar.
Why export subscriptions?
Exports help with retention analysis, accounting, lifecycle campaigns, and support reviews outside the dashboard.