Subscription Cancellations in Recharge on Shopify

Subscription Cancellations in Recharge on Shopify

Purpose/Goal

To establish a clear, consistent, and efficient process for handling subscription cancellations within the Recharge app on Shopify. This aims to ensure that all cancellations are processed accurately, promptly, and in compliance with company policies, thereby enhancing customer satisfaction and maintaining operational integrity.

Resources Needed

• Shopify admin Account

  • Recharge Account

• CSR tracker

Knowledge Base

Attach Loom Video of SOP Being Done

• [Video]

Step 1 - Log into Shopify Admin:

• Access the Shopify Admin dashboard using your credentials.

• From the Home Page, go to Search bar and search customer’s email address

Use the search bar to find the specific order by entering the order number or the customer's name.

• Click on the customer’s name or account to open the order details page with the subscription.

Step 2 - Locate the Customer's Subscription:

• Check the product description section

    Noting: Make sure to click on the correct product if there are multiple descriptions

• Click on the “View Subscriptions” hyperlink to make sure to be routed to the correct product subscription that the customer wants to cancel in the Recharge app.

Step 3 - Initiate the Cancellation:

• On the subscription details page, click on Actions.

• Select Cancel Subscription from the dropdown menu.

• A dialog box will appear asking for confirmation. Confirm the cancellation by clicking Cancel Subscription again.

Step 4 - Provide Cancellation Reason:

• Select a reason for the cancellation from the dropdown menu (recommended for tracking purposes).

• Add any additional notes explaining the reason for the cancellation (optional).

• Tick the box to send confirmation email to the customer for the cancellation processed.

Step 5 - Confirm the Cancellation:

• Ensure that the subscription status is updated to Cancelled.

• Verify that no further charges will be made to the customer’s account.

• Send a confirmation email to the customer acknowledging that their subscription has been cancelled.

• Include any relevant information about refunds (if applicable) and the effective date of the cancellation.

Once it is successfully processed, it will be grade-out and crashed out from the customer’s account and shows no upcoming orders.

Document the Cancellation:

Record the cancellation details in (2024 CSR TRACKING Template) spreadsheet and/or ASANA for reference.

• If additional information is needed, contact the customer to confirm their request to cancel the subscription and gather any necessary details.

• Ensure that the request to cancel the subscription is valid and authorized by the customer.

• Maintain accurate records of the cancellation transaction, including the reason for cancellation and any supporting documentation.

• Verify that no further charges will be made to the customer’s account following the cancellation.