Subscriptions | Cancelling a Subscription

Cancelling a subscription in Orbit stops future billing for a customer. You can cancel a single subscription from its detail page, record why it is being cancelled, and choose whether the customer keeps access until the end of the billing period or loses it immediately.

Take care when cancelling, as it ends the customer’s billing arrangement. While a cancelled subscription can be set to keep access until the period ends, the cancellation itself cannot be undone — you would need to set up a new subscription to bill the customer again.

Cancelling from the detail page

To cancel a single subscription:

1. From the left-hand menu, go to Subscriptions.

2. Open the subscription you want to cancel to view its detail page.

3. Click Cancel in the top-right of the page.

The Cancel button is only shown for subscriptions that are Active, Trialing, or Paused.

The cancellation survey

When you start a cancellation, Orbit opens a short “Why are you cancelling?” survey. Choose the reason that best fits:

• Too expensive

• Not using it enough

• Switching to another product

• Missing features I need

• Technical issues

• Other

If you select Other, a Tell us more field appears so you can add optional feedback in your own words. Choose Keep subscription to close the survey without making any changes, or Continue to proceed. The reasons and feedback you record feed the Cancellation Insights on the Subscriptions dashboard, helping you spot why customers are leaving and where to improve.

Choosing when the cancellation takes effect

Before confirming, you choose when the cancellation should take effect:

• At end of billing period — the customer keeps access until the current period ends, and is not billed again.

• Immediately — access is revoked right away.

The option selected by default comes from your Default cancellation timing in Subscription settings. To change which option is pre-selected for future cancellations, go to Subscriptions > Settings and update the Cancellation Policy section.

Click Cancel subscription to confirm, or Keep subscription to step back without cancelling.

What happens after cancelling

Once a cancellation is confirmed, the subscription status becomes Canceled and no further billing takes place. If you cancelled at the end of the billing period, the detail page shows the date access will end under Cancels at, and the customer keeps access until then. If you cancelled immediately, access ends straight away. Past billing history remains on record for your reference.

Cancelling several subscriptions at once

You can also cancel in bulk from the Subscriptions list:

1. From the left-hand menu, go to Subscriptions.

2. Tick the subscriptions you want to cancel.

3. In the actions bar that appears, click Cancel.

Only subscriptions that are Active, Trialing, or Paused can be cancelled, and the count shown on the Cancel button reflects how many of your selected subscriptions are eligible.

Why cancelling correctly matters

Cancelling through Orbit makes sure billing stops cleanly and that the customer’s access ends at the right time. Recording a reason each time builds up the Cancellation Insights over time, so you can understand churn and act on it.

If you have any questions, please contact us at support@orbitcommerce.net