Termination or cancellation in the publisher interface
At Iteras, you have the option to stop subscriptions in different ways.
If you are on the subscriber, you can click the ‘Cancel’ button for the relevant subscription in the subscription overview.
If you have opened the subscription, the ‘Cancel’ button is in the box around the subscription:
Regardless of which of the two cancellation buttons you use, you will be taken to this view:
The first choice concerns when the subscription should stop:
Immediately
At expiry (of the current period on the subscription)
At another date (optional future date that you will have the option to set if this is selected)
With the latter two options, payment is made until the stop. This should be understood as until the day on which the subscription ends.
If, on the other hand, you choose ‘Immediately’, you must also decide how much the customer should pay for. The options are:
Until the stop - calculates how much of the subscription has been used and issues a corresponding credit.
Until expiry - the full price is paid, even if you stop earlier
Until expiry of the period xx/xx/xxxx - xx/xx/xxxx - payment is made for the period stated.
Nothing
Until the start of the period xx/xx/xxxx - xx/xx/xxxx - The entire period stated is credited
What already has been paid - unpaid invoices on current or previous periods will be credited. Often used for subscribers who have several unpaid invoices that you choose to waive. If the subscriber has paid everything, nothing is waived.
In some cases, the option ‘What already has been paid’ may make sense in order to settle the financial matter immediately if it is assessed that nothing will be gained by collecting the debt. Note that at the top of the page it appears which periods are missing payment, as well as the amount, in relation to how much debt you are forgiving.
As regards cancellation reason, this item is only available if you have created a field for this. In addition, it is only required to fill in the reason if the setting is set to enforce an answer. Read more about the setup and setting of cancellation reason.
Cancellation via self-service
If you have allowed the customer to cancel via self-service, the customer will have the ‘Cancel’ button available on the relevant subscription in self-service.
Which options the customer has in relation to cancellation depends on the settings under the business policy. For example, it may look like this:
Automatic email upon cancellation
The function for automatic email upon cancellation or stop of a subscription can be turned on or off under customer service settings.
Note that the stop email is only sent if the customer cancels via self-service. If this is done through the publisher interface, the email is not sent.
The content of the email is generated automatically so that the wording matches the framework of the given cancellation. It therefore cannot be edited, but if you use the Mailchimp integration to send emails after a stop, you have the option to control the content there.
The email begins with a confirmation of the cancellation, but may also contain:
A message stating that a new invoice will be sent for what has been delivered and has not been paid for
A note that there are other unpaid invoices at the time of the stop, as well as a reference to where the invoices can be found (in self-service)
A request to send an account number by email if the subscriber or member has money owed to them that can be refunded
Example of a cancellation email when there is an unpaid invoice:
"We confirm that the membership of Monthly Membership (membership number 201689) has been cancelled and will stop at expiry. The subscription is active until 10/4-2026.
You still have something to pay for the membership and will receive an invoice if you have not already received it.
You can find your invoices in self-service."
Example of a cancellation email when the customer stops in the middle of a period and has money owed to them:
"We confirm that the membership of Monthly Membership (membership number 201689) has been stopped immediately.
If you have money owed to you that you would like paid out, please send us your bank account number at [email protected]"
Example of a cancellation email when the customer has several invoices to pay:
"We confirm that the membership of Monthly Membership (membership number 201689) has been stopped immediately.
You still have something to pay for the membership and will receive an invoice if you have not already received it.
You can find your invoices in self-service."
Cancellation of purchase in self-service
If you want to give customers the option to withdraw from a purchase, this can be configured in the business policy.
Open the account menu in the top-right corner and select ‘Primary settings’.
Open the unit's business policy by clicking the blue text:
Scroll down to the Self-service section
Next to Rigt of withdrawal within days, specify how many days the subscriber should have the option to withdraw from the purchase.
Note: The withdrawal period is calculated from the subscription start date, not from the purchase date.
Next to Payment for the subscription period until withdrawal, there are two options:
Should be paid: This means that the customer pays for the part of the subscription period that has already elapsed.
Should not be paid: This means that the customer does not have to pay for any part of the subscription period that has already elapsed.
Note: Any refund does not happen automatically. When withdrawing, the customer is therefore informed that they must contact you to have any amount owed to them refunded.
Finish by scrolling to the bottom and clicking Save
Customize text and button text for cancellation of purchase
The information box about refunds in the example above is generated automatically. However, you can customize both the text on the cancel of purchase button and the text displayed before the customer completes the cancellation of purchase.
Open the account menu in the top-right corner and select ‘Primary settings’.
Open the unit's business policy by clicking the blue text:
Scroll down to the section relating to self-service. Click Go to overview of page content setup
Scroll down to the Cancellation flow section and click Cancel og purchase of subscription
Here you can customize both the text and the button text.
Note that there are two consequence texts. Which one is displayed depends on whether you selected Should be paid or Should not be paid in the withdrawal settings.
Should be paid = consequence text when subscribers pay until the subscription is stopped
Should not be paid = consequence text when everything is paid back.
Remember to scroll to the bottom of the page and click Save to save the changes.
If you want to register withdrawal from a purchase as a cancellation reason or be able to filter withdrawn purchases in the subscription overview, this must first be enabled under the cancellation reasons field.