Overview
You can require subscribers to complete a minimum number of successful payments before they are allowed to cancel or pause their subscription. This ensures predictable recurring revenue and helps increase subscriber retention for your business.
Why use a cancellation policy?
Setting a cancellation limit guarantees recurring revenue for a minimum number of orders on each subscription plan. This policy is commonly used to encourage commitment and reduce early churn by requiring customers to complete a certain number of payments before being able to cancel or pause.
How do I set a minimum cancellation period for subscriptions?
You can set this policy directly from your Subi panel:
Go to the Subscription Plans tab.
Create a new subscription plan or select an existing one from the list.
Click on Add/Edit Selling Plan.
Set the payment frequency you want.
Enable Cancellation Policy.
In the Customers are allowed to cancel only option, enter the minimum number of successful payments required.
Click Done, then Save the changes.
Example:
If you set the cancellation limit to after 3 successful payments, customers will not be able to cancel or pause their subscription until they have completed 3 successful payments. If a payment is skipped or fails, it does not count toward this minimum.
Note: Editing a subscription plan will not affect current active subscriptions. The policy will only apply to new subscriptions created after your update.
How is the cancellation limit enforced for customers?
When a customer tries to pause or cancel a subscription from the customer portal, they will see a warning message if they have not yet reached the required number of successful payments.
How can I communicate this policy to my customers?
Be sure to inform your customers about your subscription cancellation policy. You can:
Explain it in your product description
Add details to your store’s subscription FAQ
Include information anywhere on the product page
Place a notice on your subscription landing page
This helps set clear expectations and prevents confusion.
Frequently Asked Questions (FAQ)
Q: What happens if a payment is skipped or fails?
A: Only successful payments count toward the minimum required before a customer can cancel or pause. Skipped or failed payments do not count.
Q: Will changes to the cancellation policy affect existing subscribers?
A: No, updates only apply to new subscriptions created after you save the changes.
Q: How do customers know about the cancellation policy when managing their subscription?
A: If a customer tries to cancel or pause before reaching the minimum payment requirement, they will see a warning message in the customer portal.
Need Help?
Feel free to contact our support team. We're here for you anytime:
Live Chat: Message us from within the Subi app or your Shopify Admin.
Email: Reach us at [email protected].