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Cancelling a customer’s subscription can be done via a button in the portal. At the top of the page of a customer’s details you’ll find a “Cancel subscription” button. This button is only visible for activated subscribers. Cancel subscription button Once the button is selected, a pop-screen will show with the option to select reasons for the cancellation and also to confirm the cancellation. Cancellation confirmation dialog

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When a Product Needs to Be Returned

In the event a product needs to be returned:
  1. The Firmhouse platform sends out an email to the customer with return instructions
  2. The customer is then marked as “cancellation pending”
Cancellation pending status Once the device is confirmed to be returned (depending on your logistics provider) the cancellation process is complete.

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Customer Self-Service Cancellation

Customers can also cancel their subscription via the Self Service Center and a link in their monthly emails if this is enabled for the project.