Auto-Cancel Subscription on Dispute - Ensuring Subscriptions are automatically cancelled if a dispute is opened
Written By Stefan S.
Last updated 5 months ago
To provide our vendors with more control and to help mitigate any further potential revenue loss from disputed transactions, PayKickstart has introduced the Auto-Cancel Subscription on Dispute feature.
When a customer files a dispute (also known as a chargeback) with their bank or card issuer for a subscription payment, you can now configure PayKickstart to handle the corresponding subscription and cancel it automatically.
This powerful new option allows you to automatically cancel a customer's active subscription if they initiate a dispute for any transaction within that subscription. This proactive measure can help prevent further disputes on recurring payments and streamline your subscription management process.
Enabling the Auto-Cancel Subscription on Dispute Feature
Follow these simple steps to set up the automatic cancellation rule for your subscription products:
Navigate to Campaigns in your PayKickstart Vendor dashboard:
Select a Product: Locate the subscription-based (recurring) product you wish to configure and click the Edit icon (pencil icon) to open the product settings.
Click on the Pricing tab:
Locate and open the Pricing tab of the product, here you can edit the pricing structure and enable additional options and terms that would apply to the customer’s subscription.Enable Auto-Cancel Subscription on Dispute: Look for the toggle switch labeled "Auto-Cancel Subscription on Dispute." Click the toggle to enable the feature. It will turn green, as shown below.
Choose the Cancellation Timing: Once enabled, a new option will appear asking, "When should the subscription cancel?"
You have two distinct options for when the cancellation should take effect:Immediately: The subscription is canceled the moment PayKickstart is notified of the dispute. The customer immediately loses access to the product or service at the time of cancellation.
End of billing cycle: The subscription remains active until the end of the current, paid billing period. The customer can continue to access the product or service until that date, after which the subscription is canceled, and they will not be billed again.
Save Your Changes: Make sure to click on the Save button in the top right corner to apply the changes made to the product.
Repeat these steps for each subscription (recurring) based product you wish to cancel the customer plan if a dispute is opened for.
That’s it! You have now ensured that the customer’s subscription will be cancelled as soon as PayKickstart is notified of the opened dispute.
Important Notes:
This setting is configured on a per-product basis. You will need to repeat this process for each subscription product for which you want to enable automatic cancellation.
The payment gateway option you are using must have dispute support added and the ability to track disputes within PayKickstart enabled for this feature to function properly.
For Stripe, PayPal and Connect+ and CoinBase - dispute tracking occurs automatically.
If you are using Braintree, please see this article to enable Dispute support:
Other gateway options do not support automatic updating for dispute events, and therefore would need to be manually handled and updated within your transactions section by modifying the transaction.