Subscription Cancellation Retention Process

This guide outlines the proper steps to follow when handling subscription cancellation requests.

🚫 Exceptions – Do NOT Offer Retention

In these cases, skip retention offers and proceed directly to refund/return resolution:

Medical Condition (Doctor-advised non-use or allergen concerns)
BBB Complaint
Chargeback or Bank Dispute
Confirmed Fraud or Stolen Identity
Legal Threat or Formal Complaint
Threat of Negative Public Review
Delinquent
Set to Cancel

Validate Subscription Status

Check if the customer’s subscription is still active.
Verify if they were recently charged for a renewal.
If the renewal is close during retention handling, move the billing date 1 month ahead to prevent accidental renewal.

Subscription Classification

Upcoming Renewal (UR)
Already Renewed (AR)
New Order / Subscription (NOS)

Subscription Retention Workflow

Upcoming Renewal (UR)

(UR) Scenario 1: Original Order or Last Subscription Charge is Outside MBG

Cancel subscription and send [Subscription] Cancellation Confirmation macro.

(UR) Scenario 2: Original Order or Last Subscription Charge is Within MBG with Exception.

Cancel subscription and send [Subscription] Cancellation Confirmation macro.

(UR) Scenario 3: Original Order or Last Subscription Charge is Within MBG No Exception.

Send [Subscription] Cancellation/Refund Request – Discovery macro.

Note: Tagging should be "No Reply" as the customer did not respond.

Procedure for handling reopened tickets after sending the [Subscription] Cancellation/Refund Request – Discovery macro.

Customer Responded No Exception

Send [Subscription] Cancellation/Refund Request – Adjust Billing Date Offer macro.

Gives the customer an opportunity to delay the next charge instead of canceling immediately.

Customer Responded With Exception

Cancel subscription and send [Subscription] Cancellation Confirmation macro.

Customer Did Not Respond

Cancel subscription and send [Subscription] Cancellation Confirmation macro.

Note: Tagging should be "No Reply" as the customer did not respond.

Procedure for handling reopened tickets after sending the [Subscription] Cancellation/Refund Request – Adjust Billing Date Offer macro.

Customer Accepted the Offer

Move the next billing date as requested and send the [Subscription] Adjusted Billing Date macro.

Customer Declined Offer No Exception

Send [Subscription] Cancellation/Refund Request – Offer 1.

Customer Declined Offer With Exception

Cancel subscription and send [Subscription] Cancellation Confirmation macro.

Customer Did Not Respond

Cancel subscription and send [Subscription] Cancellation Confirmation macro.

Note: Tagging should be "No Reply" as the customer did not respond.

Procedure for handling reopened tickets after sending the [Subscription] Cancellation/Refund Request – Offer 1 macro.

Customer Accepted the Offer

Process the refund. Revert the billing date to the original date if it was previously moved. Send [Refund] Accepted Retention Offer macro.

Customer Declined Offer No Exception

Cancel subscription and send [Subscription] Cancellation Confirmation macro.

Customer Declined Offer With Exception

Cancel subscription and send [Subscription] Cancellation Confirmation macro.

Customer Did Not Respond

Cancel subscription and send [Subscription] Cancellation Confirmation macro.

Note: Tagging should be "No Reply" as the customer did not respond.

Already Renewed (AR)

(AR) Scenario 1: Customer Only Requested Subscription Cancellation

Follow the handling process for Upcoming Renewal (UR) scenario 2 or 3 depending on the initial email of the customer, if they have mentioned an exception or not.

(AR) Scenario 2: Customer Requested Subscription Cancellation + Cancellation/Refund/Return of Renewed Order

Reinforce the no order cancellation policy on the renewed order. Reference: Cancellation Process.
Proceed with the subscription retention offer for the subscription the customer requested to cancel, while also making it clear that the renewed order cannot be canceled.
Use Subscription::Renewal::First Reply macro as the initial response.

Procedure for handling reopened tickets after sending the Cancellation::Renewal::First Reply macro.

Customer Responded: No Exception

Agrees to Keep Subscription
- Acknowledge their decision and thank them for trying the product.
- Revert the billing date to the original date if it was previously moved.
Agrees to Try but Wants to Cancel Subscription
- Acknowledge their willingness to try the subscription.
- Send [Subscription] Cancellation/Refund Request – Offer 1 macro.
Disagrees / Insists on Cancellation, Refund, or Return of Renewal Order + Cancel Subscription
- Send Subscription::Renewal::Subscription Renewal Retention Offer – Offer 1 macro.
- Reinforce that the renewed order cannot be canceled.

Customer Responded: With Exception

Cancel the subscription and send the [Subscription] Cancellation Confirmation macro.

Cancel the renewed order if unshipped.
For shipped and delivered renewed orders:
- - Multi Pack - Provide return instructions.
  - Single Pack - Process refund.

Customer Did Not Respond

Cancel subscription and send [Subscription] Cancellation Confirmation macro.

Do not cancel the renewed order if unshipped.
Do not process a refund or provide return instructions for shipped and delivered renewed orders.

Note: Tagging should be "No Reply" as the customer did not respond.

Procedure for handling reopened tickets after sending the Subscription::Renewal::Subscription Renewal Retention Offer – Offer 1 macro.

Customer Responded: No Exception

Accepted Retention Offer
- Process the refund if applicable.
- Revert the billing date to the original date if previously moved.
- Send [Refund] Accepted Retention Offer macro.
Declined Offer – Wants to Keep Renewal Order
- Acknowledge willingness to try the product.
- Cancel the subscription.
- Send [Subscription] Cancellation Confirmation macro.
Declined Offer – Does Not Want to Keep Renewal Order (Undelivered)
- Cancel the subscription.
- Reinforce no cancellation policy on undelivered renewal orders.
Declined Offer – Does Not Want to Keep Renewal Order (Delivered)
- Cancel the subscription.
- For multi-pack orders, send the Return::Retention::Return/Refund – Retention Offer 2 macro for the items the customer wishes to return.
- For 1-pack orders that have been delivered, process a refund for the product price only — no return is required.

Customer Responded: With Exception

Cancel subscription and send [Subscription] Cancellation Confirmation macro.

Cancel the renewed order if unshipped.
- For shipped and delivered renewed orders:
  - - Multi Pack - Provide return instructions.
    - Single Pack - Process refund.

Customer Did Not Respond

Cancel subscription and send [Subscription] Cancellation Confirmation macro.

Do not cancel the renewed order if unshipped.
Do not process a refund or provide return instructions for shipped and delivered renewed orders

Note: Tagging should be "No Reply" as the customer did not respond.

New Order / Subscription (NOS)

(NOS) Scenario 1: Customer Only Requested Subscription Cancellation

Follow the handling process for Upcoming Renewal (UR) scenario 2 or 3 depending on the initial email of the customer if they have mentioned an exception or not.

(NOS) Scenario 2: Customer Requested Cancellation/Refund/Return of a New Order or an Order with Subscription

If the customer did not mention their subscription → Do not disclose it. Follow the standard Cancellation or Return process.
If the customer requested Subscription Cancellation + Cancellation/Refund/Return of their new order that includes a subscription proceed depends on the scenario.
1. New Order – Unshipped / Shipped / Delivered (Not Used)
  - Send the first reply macro.
  - Include Subscription Cancellation/Refund Request - Discovery macro.
2. New Order – Product Used
  - Send the Return/Refund - Retention Discovery macro to understand the situation fully.
  - Follow the return retention workflow

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