Cancellation

Cancelling a subscription ends the recurring billing relationship with a customer.

How cancellation works

When a subscription is cancelled:

• No further renewal charges are attempted.
• The subscription moves to Pending cancellation (if a future next-payment date exists) or straight to Cancelled. This choice is determined automatically by the plugin based on the subscription’s state; it is not a separate admin setting.
• Entitlements (downloads, roles) follow the new status.
• A cancellation email is sent to the customer.
• The cancellation reason, if captured by the survey, is stored on the subscription.

Cancellation does not issue a refund. Refund the original payment through WooCommerce separately.

Pending cancellation vs immediate Cancelled

• Pending cancellation is used when the subscription has a future next-payment date. The customer keeps access until that date, at which point the status moves to Cancelled.
• Cancelled is the immediate end state. It is reached directly when no future renewal is scheduled, or as the end-of-period transition from Pending cancellation.

Customer-initiated cancellation

Enabling self-cancellation

1. Go to Subscriptions → Settings → Customer.
2. Turn on Allow customers to cancel.
3. Optionally set Sitewide minimum periods before cancellation. This blocks cancellation until the customer has paid for the configured number of billing periods. 0 allows cancellation any time. A per-product _subscription_minimum_period override is available; setting that meta value to 0 explicitly disables the minimum for that product (overriding the global value).
4. Save.

The cancellation survey

Milo Subscriptions ships with an optional cancellation survey, disabled by default. Enable it under Subscriptions → Settings → Customer → Cancellation Survey.

Default reasons shipped with the plugin:

• Too expensive
• No longer needed
• Switching to a competitor
• Missing features
• Technical issues
• Other

You can edit the list from the same settings screen.

Admin-initiated cancellation

Admins can cancel any subscription from Subscriptions → All Subscriptions (bulk action Cancel) or from the subscription detail page (status dropdown).

Admin cancellations bypass the minimum-periods restriction.

Reinstating a cancelled subscription

Cancelled subscriptions cannot be transitioned back to Active from the status dropdown. To restore access:

• Let the customer buy the product again (the plugin supports a Resubscribe action on the My Account page for cancelled and expired subscriptions).
• Manually create a new subscription from Subscriptions → All Subscriptions.

Emails

• Customer cancelled (to the customer).
• Cancelled subscription (admin notification).

Customize each under Subscriptions → Settings → Emails.

Reporting

Cancellation reasons, when collected, roll up into the analytics views that surface churn data.

Troubleshooting

Customer cannot cancel from My Account

Confirm Allow customers to cancel is enabled and the customer has met the Minimum periods requirement (globally or for this specific product).

A customer was cancelled by mistake

Cancellations are not reversible through the status dropdown. Use the Resubscribe flow to create a fresh subscription.

Next steps

• Renewals
• Statuses
• Emails