We’re introducing a new Cancel Customer button to make it easier and more accurate to manage cancellations when a client has multiple subscriptions.
This feature ensures cancellations are tracked correctly in reports—so instead of counting each subscription as a separate cancellation, the system will now recognize it as one cancellation per customer, improving churn accuracy.
Why This Change Matters
Previously, if a customer had multiple subscriptions and each one was canceled, the system would count them as separate cancellations. For example, if a customer had 4 subscriptions, it would appear as 4 cancellations, even though it was only 1 customer leaving.
This made KPI reports show inflated cancellation numbers. With this update, cancellations are tracked at the customer level, not the subscription level. This means:
A customer with multiple subscriptions will now count as 1 cancellation.
Your KPI reports will reflect the true number of customers lost, giving you more reliable insights into retention and performance.
Where to Find It
Located under the Contact Billing tab
How It Works
If a customer has one or more subscriptions, you can select Cancel Customer to finalize them.
All active subscriptions will be canceled. This cannot be undone.
Any future reservations will be canceled.
The customer will be moved to the Past group.
Campaigns, scheduled communications, and future tasks must be canceled manually.
Restrictions
The Cancel Customer action cannot proceed if:
The balance is 0, but there is a scheduled invoice for the next day.
In this case, the system will prompt you to reverse the scheduled invoice first.
Additional Details
Before confirming, you must type a note explaining why the customer is being canceled.
Since this action cannot be undone, the note ensures full awareness and accountability.
If the customer has future reservations, all future bookings will also be canceled.
Once you confirm, a message will appear stating that the process has started.
This may take a few minutes to complete.
During this time, you will not be able to use Add Subscription or the Subscription tab.
If needed, you can still add a subscription again afterward. For customers who have moved to the Past group, you will need to update their group manually.
Audit Report Update
A new section has been added to the Audit Report (Monetary Changes) called Customer Cancellations.
Based on the selected date range, this report shows how many customers were canceled before they were moved to the Past group.
✨ This feature was designed with accuracy and clarity in mind, helping you maintain cleaner records and more reliable reports.