A subscription cancellation code is used to describe the reason the subscription was cancelled. You can use this code to analyze your subscription lifecycle and reduce your churn ratio.
In Solidgate, the transition to the cancellation status can occur due to customer-initiated cancellations or declined recurring payments with retries that ultimately fail. In either case, the subscription status changes to cancelled , indicating that the customer will no longer be charged on a recurring basis.
The method for restoring a cancelled subscription API requires the merchant to provide the subscription_id and the desired subscription expiration date in the yyyy-MM-dd HH:mm:ss format.
However, it is important to note that restoration of a cancelled subscription may not always be possible, especially if the reason for cancellation was due to a breach of terms and conditions or other legal issues.
Solidgate's retry strategies recover revenue and reduce churn by customizing retries and discounts for failed subscription payments. retry strategies for failed subscription payments help merchants recover revenue and reduce involuntary customer churn rates by customizing retry intervals, discounts, and other features based on the customer and payment method.
8.01 Card brand is not supported
Provide information about the accepted payment methods or encourage your customer to use an alternative card.
This ensures that customers are using a supported card brand or payment method for recurring transactions.
8.02 Fraud chargeback received
The subscription service is automatically cancelled when a chargeback notification is received.
Investigate the fraudulent transaction if required. Implement a strategy to deal with fraudulent transactions and leverage risks.
8.03 Dispute received
In such cases, the merchant or payment processor may be required to refund the transaction amount to the customer. The subscription service gets automatically cancelled at the moment the notification about the dispute is received.
8.04 Fraud alert received
Investigate the fraudulent transaction if required. The customer is immediately automatically unsubscribed from further recurring payments. This is done to prevent any further fraudulent activity to avoid any potential losses.
8.05 Fraud decline received
Such declines are a standard approach to prevent fraudulent activity and avoid potential losses. No actions are required from merchants. The subscription gets cancelled automatically at the moment such decline occurs.
8.06 Cancellation by support
Merchants can review the reasons for customer inquiries to get more insights about their customer expectations. For example, customer is not using the merchant’s product and wishes to cancel the subscription.
8.07 Recurring payment is blocked by antifraud
Merchants can conduct a comprehensive check for suspicious activities involving the customer and, based on the results, block or unblock them. Alternatively, recommend that the customer makes another attempt to complete the transaction.
8.08 Subscription has expired
If the subscription needs to be activated, merchants can restore it to ensure further customer access to their products or services.
8.09 Cancellation after redemption period
The payment processor typically attempts to retry the transaction several times before considering it a failure and cancelling the subscription. You can also use the Solidgate retry strategies to reduce payment failures and improve customer retention.
8.10 Card token has expired
A card token, generated by the payment processor, enables automatic recurring payments in subscription services. When the token expires, customers need to update their payment information to continue their subscription service.
8.11 Token revoked by customer
This cancel code occurs when customers revoke their billing token by contacting customer support side or on PayPal’s.
It may also be received for card payments, particularly due to the following Merchant advice codes (MACs) returned by Mastercard issuers for refused payments:
- 03 - Do not try again
- 21 - Stop recurring payment
If a customer revokes a billing agreement associated with their subscription service, the subscription is automatically cancelled.
Payments with this cancel code are not retried upon receiving one of the mentioned MACs.
Merchants can review the reasons for the services cancellation to get more insights about their customer expectations.
8.12 Bank antifraud system
Overall, the use of this cancel code highlights the importance of maintaining strong security and fraud prevention measures in subscription services.
In addition, working closely with banks and other financial institutions ensures that transactions are secure and legitimate.
8.13 Invalid amount
This cancel code helps maintain the fairness and integrity of subscription services by ensuring discounts are used reasonably.
By having a discount limit, Solidgate prevents customers from exploiting overly generous discounts that could negatively impact the merchant or the subscription service over time. To avoid this cancel code, merchants can reassess their discount strategy.
8.14 Cancellation by customer
Merchants can provide transparent and understandable subscription terms before the checkout, and track the number and the reasons for cancellations to identify patterns or trends that may affect customer retention or satisfaction.
8.15 Recurring token is not found
This cancellation code can happen due to several reasons. For example, the payment service failed to provide the recurring token after the Direct Secure Remote Payment (DSRP) transaction or does not support the generation of tokens after such transactions. Merchants need to contact account manager to investigate the reason for the cancel code to avoid its occurrence in the future.