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Cancel a product subscription: reply templates

When a customer wants to stop a subscribe-and-save order, the kindest reply is a clear confirmation: what has been cancelled, whether any order is still coming, and that no further payments will be taken. A single, optional offer is fine. Making them ask twice is not.

Updated 11 October 2026

Template

Subject: Your {subscription_product} subscription is cancelled

Hi {first_name}, Done. I've cancelled your {subscription_product} subscription, so you won't be charged again. Your last order, {order_number}, has already been paid for and will still arrive. If you'd rather we stopped that too, reply today and I'll cancel and refund it. If you just needed a break, you can also pause or change how often it comes from your account page: {manage_subscription_url}. No pressure either way. Thanks for being a subscriber, {agent_first_name} {workspace}

Subject: Subscription cancellation confirmed

Dear {first_name}, We confirm that your subscription to {subscription_product} has been cancelled. No further payments will be taken. Your most recent order, {order_number}, was processed before the cancellation and will be delivered as normal. If you do not wish to receive it, please let us know before it is dispatched. You can view your subscription status at any time here: {manage_subscription_url} Kind regards, {agent_first_name} {workspace}

Subject: Subscription cancelled

Hi {first_name}, Your {subscription_product} subscription is cancelled and you won't be charged again. Order {order_number} is already on its way. {agent_first_name} {workspace}
{first_name}Filled by Hobson
The customer's first name.
{subscription_product}
The product or box they subscribe to.
{order_number}Filled by Hobson
The most recent subscription order, if one is already paid.
{manage_subscription_url}
The link to manage, pause or restart the subscription in their account.
{agent_first_name}Filled by Hobson
The first name of the teammate sending the reply.
{workspace}Filled by Hobson
Your shop name.

When to use it

  • A customer asks to cancel a recurring product subscription in your Shopify store.
  • Someone was charged for a renewal they meant to stop and wants to cancel.
  • A customer wants to pause or skip rather than cancel outright.

If the customer wants to cancel a single one-off order, use the cancel order template. Cancel an order

UK consumer law

UK rules on subscription contracts are tightening under the Digital Markets, Competition and Consumers Act 2024, with new requirements being phased in. The direction is clear: cancelling should be as easy as signing up. Confirm cancellations in writing and do not make retention offers a hurdle. This is a general guide, not legal advice.

How to use it

  1. 1

    Cancel first

    Cancel the subscription in your subscriptions app before you reply, so the confirmation is true when it lands.

  2. 2

    Check for a paid order

    Look for a renewal that has already been charged or is about to be, and say what happens to it.

  3. 3

    Offer once, at most

    Mentioning pause or skip is fine. A second retention pitch after they have said no is not.

Common mistakes

  • Replying with a retention offer and not cancelling. The customer then has to ask again, and is often charged again.
  • Forgetting the renewal that was charged the day before, which turns into a chargeback.
  • Telling the customer to cancel it themselves when they have already asked you to.

What they usually ask next

If a renewal was charged before they cancelled, the next question is about getting that payment back. Refund request within 14 days

Related templates

All payments and billing templates

Questions