How to Cancel a Subscription

Canceling a membership involves several choices: when it ends, how a final billing cycle is charged, what happens to upcoming bookings and whether unused credits remain available. Review each choice before confirming.

Before You Start

Use a staff account with permission to manage the customer’s subscription. Check the correct customer, membership and billing schedule. Canceling a subscription does not automatically refund a payment that has already been made.

Open the Cancellation Dialog

1. Open Contacts > Customers and find the customer.
2. Open Billing & Payments.
3. Find the subscription and open its actions menu.
4. Choose Cancel subscription.

Choose When It Ends

The dialog offers Immediately, End of this pay period, End of next pay period and Custom date. Read the dates shown for this membership; billing schedules can differ.

For a custom date on a Stripe subscription, choose the final billing treatment:

• Prorate the final billing cycle keeps your chosen date and charges a future final cycle only through that date.
• Charge a full billing cycle extends cancellation and access to the end of that future billing cycle and charges the full cycle.

A date within the already paid current period keeps the existing no-refund behavior. If a refund is needed, handle it separately using the refund guide.

Review Upcoming Registrations

For a Stripe subscription, Zipper asks separately about upcoming registrations that are already paid and registrations using credits from membership payments that have not yet been made. External Payment subscriptions do not show this booking-choice step.

For already paid registrations, choose whether to Keep registrations paid or Cancel registrations and return credits.

For unpaid registrations, choose whether to:

• Keep the registrations and have the customer pay another way. The unpaid credits are removed, and staff must attach another payment method.
• Keep the registrations even if the customer never pays. Their unpaid credits remain attached after the membership ends.
• Cancel the registrations and return credits.

Read the counts and choices before continuing. These booking changes can take effect now even when the membership ends on a later date.

Confirm and Review Unused Credits

For a Stripe subscription, review any optional Cancellation Fee, then click Cancel Subscription when all required choices are ready. For an External Payment subscription, click Update End Date. Follow the next credit-review step if unused credits remain. Credits that still pay for kept registrations are not part of that unused-credit decision.

If cancellation succeeds but the credit preview fails, follow the offered retry or leave-credits-active choice. Do not cancel again simply because the separate credit review is incomplete.

Minimum Terms and External Payments

A membership’s minimum commitment can prevent customer self-cancellation before its allowed date. Authorized staff can still cancel early for the customer; read the warning and review the agreement.

For an External Payment subscription, changing its end date changes the Zipper record. It does not cancel or charge the external payment provider. Handle that provider separately.

The unused-credit review includes this customer’s external-payment credits for the product, rather than separating each external subscription for that product. Check the full credit list before revoking any credits.

On Mobile

Open the customer’s Billing & Payments, use the subscription actions and scroll through all cancellation choices before confirming.

If the Preview Is Unavailable

If Zipper cannot find the membership in Stripe or cannot load future registrations, stop and read the error. Use the offered retry when appropriate, and ask support to reconcile the membership if it remains unavailable. Do not assume cancellation or billing changes succeeded.

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Email our team at support@joinzipper.com and we'll usually reply within a few hours.

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