What happens when a customer cancels?
Cancellation Process
Customer-Initiated
Customer logs into their dashboard
Navigates to subscription settings
Clicks "Cancel Subscription"
Confirms cancellation
Receives confirmation email
Restaurant-Initiated
Go to Customers in dashboard
Find subscriber
Click "Cancel Subscription"
Provide optional cancellation reason
Confirm
What Happens Next
Immediate Effects
Subscription marked as "Canceling"
No future charges scheduled
Customer retains access until period ends
End of Period
Subscription status changes to "Canceled"
Customer loses dashboard access
No meal selection for next period
Subscription archived in your records
Access Timeline
Weekly Plans
Customer cancels on Monday:
Still has access through Sunday
Can select/update meals until cutoff
Last pickup/delivery as scheduled
No charge for following week
Monthly Plans
Customer cancels on January 15:
Access continues through January 31
Can select meals for remainder of month
Last delivery as scheduled
No February charge
Data Retention
Customer Data
Subscription history retained
Order records preserved
Contact info maintained (for re-marketing)
Can be deleted on request (GDPR)
Customer Can Re-Subscribe
Account remains active
Can re-subscribe anytime
No penalty or restrictions
History and preferences retained
Preventing Cancellations
Best Practices
Send regular menu updates
Offer pause option before cancellation
Survey cancellation reasons
Provide exceptional service
Engage via email/SMS
Pause vs. Cancel
Offer pause option:
Skip 1-2 billing periods
Retain subscription
Easier to resume
Better retention metric
See Subscriber Analytics for retention insights.