When a customer cancels their subscription, DMSI Subscriptions Pro provides a structured cancellation flow that captures cancellation reasons via an optional survey, handles post-cancellation cleanup, and queues the customer for a win-back campaign.

📌 What This Extension Adds: Core DDLS handles the mechanics of subscription cancellation (status change, license revocation). Subscriptions Pro adds a cancellation modal with an optional exit survey, post-cancellation win-back campaign queuing, and cancellation analytics.

Cancellation Triggers #

A subscription can be cancelled by:

• Customer via portal — Customer clicks Cancel in My Account → Subscriptions
• Admin manual cancel — Admin uses the cancel control in Subscription Pro Status Metabox
• Auto-cancel — System auto-cancel fires after suspension timeout (default: 30 days after suspension; see Grace Periods and Suspension)

Customer Cancellation Flow #

1. Cancel button clicked — Customer clicks Cancel Subscription in the portal.
2. Cancellation modal opens — A confirmation modal appears explaining that cancellation will end access and billing. If the cancellation survey is enabled, the survey is shown here (see Cancellation Survey).
3. Customer confirms — Customer completes the survey (optional) and confirms cancellation.
4. Subscription cancelled — Status changes to cancelled. License access is revoked. A cancellation confirmation email is sent.
5. Win-back campaign queued — The customer is queued for a win-back campaign (if win-back is enabled and the customer is eligible). See Win-Back Campaigns Overview.

Post-Cancellation State #

After cancellation:

• Subscription status: cancelled
• License: revoked
• Recurring billing: stopped
• Data retention: retained (unless dmsilm_sp_delete_data_on_uninstall triggers on plugin removal)
• Reactivation: available for a configurable window