Products

Allow Customers to Pause, Upgrade, Downgrade, or Cancel Their Subscription

At the End of This Lesson

You'll know how to let customers manage their own purchases by allowing them to pause, upgrade, downgrade, request refunds, or see a choice menu before cancelling.

In this guide

Allow Pausing a Purchase

  1. Go to Sales -> Products
  2. Choose the product
  3. Go to Settings -> Options
  4. Scroll down to Self-service Options
  5. Turn on Allow pausing to let customers pause their own subscription instead of cancelling it
  6. [Optional] Enable Allow them to keep access to already accessible content if customers should retain access to content they've already unlocked while their subscription is paused

Allow Upgrades or Downgrades

To enable plan changes, your product must have at least two subscription list prices of different lengths available.

  1. Go to Sales -> Products
  2. Choose the product
  3. Go to Settings -> Options
  4. Scroll down to Self-service Options
  5. Turn on Allow upgrades to let customers move to a higher plan (with longer periods).
  6. Turn on Allow downgrades to let customers move to a lower plan (with shorter periods). 

Customers will then be able to change their subscription themselves from their account.

Allow Refund Requests Within a Certain Period

  1. Go to Sales -> Products
  2. Choose the product
  3. Go to Settings -> Options
  4. Scroll down to Self-service Options
  5. Enable Allow refunds within a certain period and enter the number of days during which customers can request a refund themselves.

For detailed instructions, see this manual

Add a Choice Menu

  1. Go to Sales -> Products
  2. Choose the product
  3. Go to Settings -> Options
  4. Scroll down to Self-service Options
  5. Enable showing a choice menu to present customers with additional options before they cancel, such as pausing, downgrading, or accepting a special offer.

Learn how to create and configure them here

Troubleshooting

  • I can't enable upgrades or downgrades: Add at least two subscription options with different lengths that customers can switch between. If you have two subscription options of the same length, you can't enable upgrades or downgrades.

  • The refund option doesn't appear: Make sure the customer is still within the refund period you specified.

  • My choice menu isn't showing: Verify that a choice menu has been created and selected for the product.