General / Multi-Tool - Internal Tools Knowledge Base

Paleoplan Cancellation SOP

Canceling in Wordpress/Member Mouse

Screencast of management process

1. Verify Customer Info

• Log into WordPress and search for the customer in MemberMouse using their name or email.

• Check the customer's subscription status and verify the request.

• Confirm the customer's identity if needed.
  
  

2. Cancel Subscription

• Access the customer’s subscription in MemberMouse and click “Cancel” or “Terminate.”

• Ensure the subscription status is updated to "Cancelled."
  
  

3. Notify the Customer

• Send a confirmation email with the cancellation details and support contact info.

• Example template:
  "Your PaleoPlan subscription has been cancelled as of [Date]. No future payments will be processed. For questions, contact [Support Email]."
  
  

4. Update Internal Records

• Log the cancellation in the internal system and note the reason if provided.

• Notify billing or retention teams if needed.

Canceling in Clickbank

1. Verify Customer Info

   • Log into ClickBank's vendor account and search for the customer by their email or order ID.

   • Confirm the customer's subscription status and cancellation request. Subscriptions always end with an -s at the end of the order number. When it’s canceled, it will have CNCL at the end
     
     

2. Cancel Subscription

   • Navigate to the customer’s subscription details.

   • Click on the “Cancel Subscription” option and confirm cancellation.

   • Ensure the status is updated to “Cancelled.”
     
     

3. Notify the Customer

   • Send an email confirming the cancellation and include details about no further charges.

   • Template:
     "Your PaleoPlan subscription has been cancelled as of [Date]. You will not be charged again. For any questions, contact [Support Email]."
     
     

4. Update Internal Records

   • Log the cancellation in internal tools and note the reason if provided.