Cancellation reasons

Target Audience: Users, Stakeholders

Introduction

This section describes the cancellation reason concept. The cancellation reason concept enables our users and their end users to cancel their subscription(s) with a user selected reason.

Manage cancellation reasons

You can manage cancellation reasons from PAP. Read more about managing your cancellation reasons here.

Cancel a subscription. How does it work?

PAP

Requirements

• Package must be Tulo provisioned

When the requirements are met a dialog will be visible in connection to the customer subscription overview. The administrator has the option of cancelling the subscription at the end of the current period or immediately.

When the subscription expires the end user will be notified via email.

Client portal

Requirements

• Package must support end user cancellation
• Package must be Tulo provisioned

When the requirements are met and the end user selects the cancellation action from My Account a dialog requiring confirmation and a reason to complete the action.

When the action is completed the subscription will be cancelled at the end of the current period and the user will be notified via email.

Integration

When a subscription expires an event will be sent to your subscription system including information concerning the cancellation, such as the mapped* cancellation reason.

• A mapped cancellation reason refers to the configured subscription systems cancellation code.

Internal cancellation reasons

There are a few cancellations reasons that are "hard-wired" into Payway. These cannot be removed but the integration code can of course be changed.

Internal reasons

Name	Code	Description	Required	Export to external subscription system
Payment failure	payment_failure	Recurring payment failed towards provider. E.g. Customer has insufficient funds on creditcard.	Optional	True
Grace period expired	grace_period_expired	Subscriber does not renew subscription in time after a failed payment.	Optional	True
Expiration passed	expiration_passed	Life span of subscription ends.	Optional	True
Campaign exhausted	campaign_exhausted	Life span of a non-transformable campaign subscription ends.	Optional	True
Default	default	Default reason used if no other provided. Depending on your integration we try to find the integration specific default reason first. If none is found we use the payway internal default reason.	Required	True
Default cancel reason new subscription	default_cancel_reason_new_subscription	Used when creating new subscription periods in Kayak to prevent Kayak from automatically creating new subscription periods. Only used when using subsckind 01 (recurring). Can be ommitted if integration is set up to do so.	Optional	True
No profile	no_profile	When a payment profile could not be found for a subscription that is provisioned by Payway	Optional	True
Invalid agreement	invalid_agreement	When the payment profile/agreement is invalid for a subscription that is provisioned by Payway	Optional	True
Payment retry failure	payment_retry_failure	When a automatic payment retries has failed for so long that the subscription is terminated	Optional	True
Intermission	intermission	Distribution of a subscription has entered intermission, either triggered by customer service or the customer themselves via the SSP	Optional	True
Package change	package_change	The product of a subscription has been changed (separate from upgrades/downgrades), triggered by customer service	Optional	True
Order validation change	order_validation_change	Subscription validation of package/campaign (i.e. age validation) has decided that the customer is no longer eligible for the product	Optional	True
Payment method changed	payment_method_changed	The payment method used for a subscription has been changed by the customer	Optional	True