Automatic cancellation of unpaid subscriptions

The automatic cancellation feature allows you to automatically cancel subscriptions whose payments have failed for several consecutive cycles. It includes a notification system for customers and merchants, as well as a simplified reactivation mechanism.

How It Works

Principle

On the 15th of each month at 10:00 PM, the system analyzes all active subscriptions whose expiration date (end_date) has been exceeded for a configurable number of payment cycles.

Calculating Unpaid Cycles

The system takes into account the subscription’s billing interval:

Monthly subscription: 1 cycle = 30 days
Bimonthly subscription: 1 cycle = 60 days
Quarterly subscription: 1 cycle = 90 days
Annual subscription: 1 cycle = 365 days
Weekly subscription: 1 cycle = 7 days

If the subscription doesn’t have a directly defined interval, the system uses the interval from the associated plan.

Example

For a monthly subscription with a threshold of 3 cycles:

The subscription must have been expired for at least 90 days (3 × 30 days) to be automatically cancelled.

Configuration

The feature is configured for each site in Settings > Sites: open the site record, Advanced tab.

Option	Description	Default Value
Enable Auto-Cancellation	Enables or disables the feature for this site	Disabled
Cycles Before Cancellation	Number of missed payment cycles before cancellation (1-12)	3
Notify Customer	Sends an email to the customer upon cancellation	Enabled
Send Report to Merchant	Sends an Excel report to the merchant with the list of cancellations	Enabled

Notifications

Customer Notification

When a subscription is cancelled, the customer receives an email containing:

The name of the affected subscription
The number of unpaid cycles
The cancellation date
A secure link (signed URL, valid for 7 days) to reactivate their subscription

Email template: “Résiliation automatique” (type SubscriptionAutoCanceled), in Content > Email Templates.

The template is disabled by default. The merchant must review it and manually enable it in Content > Email Templates.

Available variables:

{*shop*}: Store name
{*logo*}: Store logo
{*domain*}: Store domain
{*first_name*}: Customer’s first name
{*last_name*}: Customer’s last name
{*email*}: Customer’s email
{*subscription_name*}: Subscription/plan name
{*end_date*}: Subscription expiration date
{*cancellation_date*}: Cancellation date (current date)
{*cycles_unpaid*}: Number of unpaid cycles
{*update_payment_link*}: Secure reactivation link

Merchant Notification

The merchant receives an email with an attached Excel file containing:

Subscription UUID
Customer email
Customer first and last name
Plan
Expiration date
Number of unpaid cycles
Cancellation date

Reactivation Process

Customer Journey

The customer receives the notification email with a reactivation link
By clicking the link (signed URL), they are automatically logged into their account
A page displays the details of their cancelled subscription
They are prompted to update their payment information in “My Information”
They can confirm reactivation via the dedicated button

Security

The reactivation URL is cryptographically signed
Valid for 7 days after cancellation
Secure automatic customer login

Important Notes

Email template activation: The customer template is disabled by default. Remember to enable it after reviewing its content.
Billing interval: The system prioritizes the subscription’s interval, then uses the plan interval if not defined. If you are a Box customer, the plan value will be used.
Monthly execution: The command runs once per month. Subscriptions that expire between executions will be processed during the next run.