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."