Cancel subscription
Cancelling a subscription should be just as easy as starting one. Customers might choose to cancel for many reasons: they're pausing purchases, no longer need the product, or simply trying something new.
With Loop, cancellations can be managed from both the customer portal and the admin portal, no emails or support tickets required. This flexibility builds trust and gives customers confidence that they're in control of their subscription experience.
In this article
- Common reasons for cancellation
- Enabling the cancellation option
- Cancelling a subscription from the customer portal
- Cancelling a subscription from the loop admin portal
- What to expect after cancellation?
- Related articles
- Need help?
Common reasons for cancellation
There can be many reasons why a customer chooses to cancel their subscription. Understanding these reasons can help you improve your offering and reduce churn over time.
Some common reasons include
- They no longer need the product added to the subscription
- They’re going on a break or vacation
- They want to switch to a different brand or product
- They feel the pricing doesn’t match the value
- They received too much product or couldn't keep up with deliveries
- They had a poor product or delivery experience
Loop also gives you the option to collect cancellation reasons from customers directly in the portal, so you can understand their intent and take meaningful action. You can set up custom cancellation flows in Loop, offering alternate options before a customer cancels - like showing tailored reason flows, creating special cancellation offers, or guiding them through a benefits page. Robust options like these improve the overall experience, offer more flexibility, and play a key role in reducing churn and boosting retention.
Check here to learn more about setting up cancellation flows.
Enabling the cancellation option
Follow these steps to complete the process.
- Navigate to Loop > Retain > Cancellation flows > Configuration > Cancellation button behavior and enable the first option.
- Click Save to apply the changes.
Cancelling a subscription from the customer portal
Follow these steps to complete the process.
- The customer will navigate to shopify store using their login details or via the email link to access the portal for subscription management.
- Find the active subscription that you want to cancel and click on the view details icon.
- The subscription details will open — scroll to the bottom and click the cancel subscription button.
Cancelling a subscription from the Loop admin portal
Follow these steps to complete the process.
- Navigate to Loop > Subscriptions, then open the subscription you want to cancel.
- Click Cancel at the top right of the screen.
- A pop-up will appear where you can add a cancellation remark, choose to notify the customer, and then click Confirm to complete the cancellation.
What to expect after cancellation?
- All upcoming subscription orders will be cancelled, and the customer will no longer receive any subscription-related benefits.
- If any order was already processed before the cancellation, it will still be delivered according to the scheduled date.
- The subscription can be reactivated anytime from both the customer and admin portals using the reactivate option, and future orders will continue accordingly.
Related articles
Here are some related articles that may offer additional insight and context.
Need help?
No worries - we're here for you!
If you have any questions or need assistance, feel free to email us at support@loopwork.co or chat with us using the support beacon at the bottom right of your screen.
Regards,
Loop Subscriptions Team 🙂
Updated on: 23/06/2025
Thank you!