Target Audience: Users, Stakeholders
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?¶
- 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.
- 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.
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.
|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|