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.
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?
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.
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.
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.
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.
Note: After clicking the cancel subscription button, you’ll be guided through the configured cancellation flow if set up in the system, which may include a benefits page, reason selection, or special cancellation offers.
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.
Note: If cancellation reasons have been configured in the system, they will be displayed in the pop-up. Admin can choose the appropriate option, and the corresponding flow will be triggered.
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.
Here are some related articles that may offer additional insight and context.
Cancellation flows
Cancellation analytics
Cancellation offers
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 🙂
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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.
Note: After clicking the cancel subscription button, you’ll be guided through the configured cancellation flow if set up in the system, which may include a benefits page, reason selection, or special cancellation offers.
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.
Note: If cancellation reasons have been configured in the system, they will be displayed in the pop-up. Admin can choose the appropriate option, and the corresponding flow will be triggered.
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.
Cancellation flows
Cancellation analytics
Cancellation offers
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 🙂
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Updated on: 23/06/2025
Thank you!