Reply: Cancellation Request (Subscription or Service)

Purpose: cancel a subscription or service promptly, respectfully and clearly.

Use it when: a customer asks to cancel, stop renewing, or close a membership.

Goal: the cancellation is done (or clearly scheduled), the customer knows exactly what happens to billing and access, and they leave with a good last impression.

Version: v1.0

Before you send

Identity verified per the client's method (cancellations change an account)
Plan, renewal date, last charge and any notice period checked
Client's cancellation policy checked: end of period or immediate, refunds for unused time, fees
Client's Workflow Record checked: is one retention offer approved? Which one?
Any balance, return of equipment or data download the customer needs to know about

The flow

1. Acknowledge and confirm it is done

You: Hi (CUSTOMER FIRST NAME), Thanks for letting us know. I've cancelled your (PLAN NAME) subscription.

Why it works: the customer asked for one thing. Confirming it first respects their decision.

2. What happens to billing and access

You: Here's what that means:

You won't be charged again. Your last charge was (AMOUNT) on (DATE).
You'll keep access until (END DATE), the end of the period you've paid for.
(If relevant:) Your saved (DATA) stays available to download until (DATE).

Why it works: clear facts prevent "why was I charged?" tickets next month.

3. One approved retention offer (only if the client approved one)

You: If cost was the reason, we can offer (APPROVED OFFER) instead. Just reply "keep" and I'll switch you. If not, no action needed. You're all set.

Why it works: one honest offer, easy to ignore. No pressure, no guilt.

4. Warm close

You: Thank you for being a customer. You're welcome back anytime. Best, (YOUR NAME)

If the customer asks for a refund of unused time

Check the policy and matrix. If allowed:

You: I've also refunded (AMOUNT) for the unused part of this period to your card ending in (LAST FOUR DIGITS). It usually shows in 5 to 10 business days.

If not allowed:

You: Your plan runs until (END DATE), so you can keep using it until then. Our plans aren't refunded for part periods, but you won't be charged again.

If they were charged after asking to cancel before renewal

This is a billing error. Refund per the matrix and apologize:

You: I can see you asked to cancel on (DATE), before the renewal, so you shouldn't have been charged. I've refunded (AMOUNT) to your card ending in (LAST FOUR DIGITS).

If the client requires the customer to cancel themselves (in the account)

You: You can cancel in two clicks: (STEPS). If anything gets in the way, reply here and I'll do it for you.

If the client's process allows you to do it, do it. Never make cancellation harder than signing up.

Objections and tricky replies

Customer says	You reply
"Why is it so hard to cancel?"	"You're right, it should be simple. It's done now, and I've passed your feedback on."
Gives a reason (price, not using it, a problem)	Thank them, record the reason as a tag. Fix the problem only if they want to stay.
"Don't send me any more emails."	"Done. I've unsubscribed (EMAIL ADDRESS) from marketing emails. You may still get a final receipt." Update preferences.

After you send

Internal note:

Issue: cancellation request. Checked: verified identity, plan, renewal (DATE). Done: cancelled effective (END DATE); retention offer (made or not offered). Promised: no further charges. Next: none.

Tags: cancellation, reason tag. Status: Solved.

Never do this: never delay, ignore or "lose" a cancellation request, never make more than the one approved retention offer, and never guilt-trip ("Are you sure you want to lose all your benefits?"). Subscription and consumer laws in the US, UK and Australia protect simple cancellation, and the client's reputation depends on it.