LL - How to cancel a subscription account

When a customer asks you to "cancel" their account, you can assume that this means they are looking to stop their current subscription.

In the email reply back, it is stated for the customer to let us know if they need any additional assistance, and they will get in touch if any other actions need to be taken.

The same goes for over the phone - let the customer know you are happy to cancel their subscription, and they will ask you to clarify if any further action is needed.  The main thing to ensure is that you have taken care of all of their questions and they are satisfied!

When a customer asks to "cancel", use the appropriate saved response based on which subscription you have stopped when confirming via email and resolve the case.

Of course, we always want to help them troubleshoot any issues they may be having with the product so you should offer to assist them in this way. 

Additionally, you should always check to see if this subscription has recently processed an order that is awaiting shipping. Check the Order Desk and attempt to cancel that shipment if the customer doesn't want it.  If you are able to prevent that order from shipping you'd then arrange to refund the customer. If you aren't able to prevent it from shipping you'd want to send the customer return instructions for that item, in addition to canceling their subscription.  

Subscription accounts may be labeled - VIP, plus, auto-refill, refills, sub, renew, rebill, smart ship  

How to cancel in SI? https://www.loom.com/share/877e8560cfc249b199ff02218b9c3241

1. Look up the order
2. and check the box next to the correct order ID (the last refill)
3. click the stop recurring button 

How to cancel in Recharge? https://www.loom.com/share/75428b4c6e354418b845c2efbe09ccd6 

1. Access recharge (go to Shopify, click apps on the left side, and select ReCharge)
2. Look up the customer using their last name in recharge
3. Open their account
4. Find the correct subscription and click the box on the left. Then choose cancel or reactivate from the drop down on the right side of the subscription.