How to cancel a subscription

Hey guys,

You'd think I'd know how to cancel a subscription, but I'm a bit perplexed by this...

image

Or is there another way to cancel one?
Comments
  • fc_adamfc_adam FoxyCart Team
    @Epotratz,

    Sorry for the confusion. The "Cancel" button there will allow you to leave the edit screen without making any changes. To cancel the subscription, you'll want to set the "end date" to tomorrows date and save. It will then be cancelled when our subscription processor runs the following day.
  • @fc_adam,

    It's not letting me set an end date to tomorrow because the start date is in the future.

    What does unchecking "active" do? Will it cancel it?

    (This customer also has a 45 day subscription I need to keep active)

  • fc_adamfc_adam FoxyCart Team
    @Epotratz,

    Ah - good point. In that instance, you can set the subscription to inactive (and also change the end date at that point so you know when it was cancelled), which will stop the subscription from renewing, but it also won't be included in the subscription datafeed for being cancelled. If you rely on the subscription datafeed for processing cancelled subscriptions on your side, you'd want to change the start date to tomorrow as well as the end date. The subscription will then be saved - and go through the normal cancellation process and be included in the subscription datafeed.

    As an aside - with either of the above approaches, the customer won't receive any notification email of the cancellation.
  • @fc_adam,

    What does unchecking "active" do?

    And will id affect the "End Date"?

    Thanks,
  • fc_adamfc_adam FoxyCart Team
    @Epotratz,

    Unchecking "active" and saving the subscription will make the subscription inactive - at which point it will no longer be included in the daily subscription renewals. No email confirmations will be sent to the user, and no further charges will apply. The subscription will simply stop at that point.

    Simply unchecking the "active" checkbox will not change the end date in any way. You can change it at the same time though if you prefer.

    When cancelling subscriptions, we recommend setting the end date to the following day. By doing this - the subscription will be included in the usual subscription datafeed, which you may potentially be using to perform actions when a subscription cancels. When the subscription cancels that next day, it will be automatically made inactive.
  • @fc_adam

    If we just uncheck the "Active" box will it immediately reflect as inactive in the API?
  • fc_adamfc_adam FoxyCart Team
    @Epotratz,

    The subscription will be immediately marked as inactive after saving - and you'll see that reflected in the API straight away as well.
  • EpotratzEpotratz Member
    @fc_adam

    I'm assuming I can reactivate a subscription by just moving the Next Date to a future date and clicking the "active" checkbox?
  • fc_adamfc_adam FoxyCart Team
    @Epotratz,

    That's correct - that'll restart a subscription on the next date you set.
  • EpotratzEpotratz Member
    edited November 2
    @fc_adam

    When a customer cancels a subscription by going through checkout, we notice the Foxy API doesn't show the cancellation transaction under "Last Transaction" for that subscription. This is a problem because we are trying to grab the "date" for when the customer deactivated their subscription. (via Polling every 15 mins) And we can't rely on the transaction datafeed because we also cancel subscriptions by manually setting the "end date" or "Inactive" status via OrderDesk, which doesn't send transaction datafeeds.

    Below is what we see from the API. You will notice the "Original Transaction" and "Last Transaction" are the same, even though we submitted the cancellation order #1366324928.

    Why would the cancellation transaction not show under "Last Transaction" ?


    "self": {
    "href": "https://api.foxycart.com/subscriptions/377199",
    "title": "This Subscription"
    },
    "fx:attributes": {
    "href": "https://api.foxycart.com/subscriptions/377199/attributes",
    "title": "Attributes for This Subscription"
    },
    "fx:store": {
    "href": "https://api.foxycart.com/stores/42054",
    "title": "This Store"
    },
    "fx:customer": {
    "href": "https://api.foxycart.com/customers/21614242",
    "title": "This Customer"
    },
    "fx:original_transaction": {
    "href": "https://api.foxycart.com/transactions/1360867437",
    "title": "Original Transaction"
    },
    "fx:last_transaction": {
    "href": "https://api.foxycart.com/transactions/1360867437",
    "title": "Last Transaction"
    },
    "fx:transaction_template": {
    "href": "https://api.foxycart.com/carts/1366325124",
    "title": "Transaction Template"
    },
    "fx:sub_token_url": {
    "href": "https://secure.botanicalcraft.com/cart?sub_token=b37fb078e12ba5ef86773b43e60bdea5f3bba2a3d2ad7dafc14a48591e13f797",
    "title": "This Sub Token",
    "type": "text/html"
    }
    },
    "start_date": "2017-11-29T00:00:00-0800",
    "next_transaction_date": "2018-06-22T00:00:00-0700",
    "end_date": "2017-11-03T00:00:00-0700",
    "frequency": "31d",
    "error_message": "",
    "past_due_amount": 0,
    "first_failed_transaction_date": null,
    "is_active": true,
    "third_party_id": "",
    "date_created": null,
    "date_modified": "2017-11-02T12:45:10-0700"


  • fc_adamfc_adam FoxyCart Team
    @Epotratz,

    The last transaction date there will be the last successful transaction - and won't factor in any updateinfo or sub_cancel checkout types. Could you just rely on the subscription end date? That gets set to the following day when a customer completes a sub_cancel checkout. Assuming you also set the end date when cancelling in OrderDesk, that should cover both aspects for you.
  • @fc_adam

    I see we can actually get the transaction date from OrderDesk, so we'll just rely on a webhook from them. (and quit using the active/inactive trigger)

    From a customer journey, segmentation, and analytics point of view, it's really the moment someone activates/deactivates a subscription that we are interested in. (not really end_date, start_date, etc.)
  • fc_adamfc_adam FoxyCart Team
    @Epotratz,

    Ah thanks for clarifying - I'm glad OrderDesk is able to get you the data you need there. We do have a ticket on our side to provide an event log for subscriptions, so it's easier to see what changed when and how. No ETA on that, but it is something we've been discussing lately.
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