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Where to find this: Payments → Subscriptions → Click subscription → Actions

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Canceling subscriptions

Two ways to cancel a subscription:
Recommended approachClient keeps access through current billing period. Subscription ends on next billing date.What happens:
  1. Client retains access until period ends
  2. Credits remain valid until period ends
  3. No refund issued
  4. No future charges
  5. Subscription status changes to “Canceled” on end date
When to use: Default cancellation method. Fair to client who already paid for current period.

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How to cancel a subscription

1

Find the subscription

Go to Payments → Subscriptions and click the Open under the source column to redirect to Stripe.
2

Click Cancel

Click Action button and click Cancel Subscription button.
Cancel Sub Pn
3

Choose cancellation timing

Select:
  • Cancel at period end (access continues until paid period expires)
  • Cancel immediately (access ends now)
4

Confirm cancellation

Review cancellation details and click Confirm.
Subscription canceled. Status updates and client notification sent (if configured).

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What happens after cancellation

Access:
  • Cancel at period end: Access until period expires
  • Cancel immediately: Access ends now
Credits:
  • Cancel at period end: Valid until period expires
  • Cancel immediately: Expire immediately
Payments:
  • No future charges
  • Past payments remain (no automatic refund)
Resubscribing:
  • Client must purchase subscription product again
  • Creates new subscription (not reactivation of old one)
  • New subscription ID and billing schedule
Canceled subscriptions remain visible in your Subscriptions list filtered by “Canceled” status.

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Refunding subscription payments

Issue full or partial refund for subscription charges.
1

Open subscription

Payments → Subscriptions → Click Open under Source column
2

Find transaction to refund

Scroll to invoices and click most recent invoice.Scroll to Payment History section. Locate the charge to refund.
3

Click Refund

Click Refund payment button next to the payment.
4

Choose refund amount

Full refund: Return entire payment amountPartial refund: Enter specific dollar amount to refund
For partial period cancellations, calculate prorated amount. Example: 200/month, cancel on day 15 = refund 100.
5

Decide on subscription status

Continue subscription: Issue refund but keep subscription activeCancel subscription: Issue refund and end subscriptionMost common: Refund + Cancel together
6

Confirm refund

Review details and click Confirm Refund.
Refund processing. Money returns to client’s original payment method within 5-10 business days.
Complete refund guide →

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Updating client payment methods

Client needs to update their card for future charges. Client updates from their portal Instruct client:
  1. Log into Athlete Portal
  2. Click profile picture in top right hand corner
  3. Navigate to Billing
  4. Add or update card
No action needed from you.

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Handling failed subscription payments

When subscription payment fails, status changes to Past Due. Automatic Stripe retries:
  • First retry: 3 days after failure
  • Second retry: 5 days after first retry
  • Third retry: 7 days after second retry
  • Final attempt: 10 days after third retry
Complete failed payment recovery guide →

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Common subscription management scenarios

Current approach:
  1. Cancel current subscription (at period end)
  2. Client purchases new subscription product after period ends
  3. New subscription starts with different pricing/credits
Future: Subscription switching without gap coming soon.
Steps:
  1. Issue full refund for current period
  2. Choose “Cancel subscription” when refunding
  3. Select “Cancel immediately”
Client gets money back and loses access now.
CoachIQ doesn’t support pause directly.Options:
  1. Cancel now, client resubscribes when ready (loses pricing if changed)
  2. Use Stripe Dashboard to pause subscription (requires setup)
  3. Let subscription continue, client just doesn’t book sessions
Most coaches use option 3 for short pauses.
Proactive approach:
  1. Check upcoming card expirations (visible in Stripe)
  2. Send payment update link before expiration
  3. Avoid failed payment entirely
Better than waiting for failure and dealing with Past Due status.
Bank chargeback process:If client disputes with bank (not you), Stripe notifies you of chargeback.Your response:
  1. Check Stripe Dashboard for chargeback details
  2. Provide evidence (subscription terms, usage logs, confirmation emails)
  3. Stripe submits evidence to bank
  4. Bank makes final decision (can take 60-90 days)
If you lose: Money is returned to client + chargeback fee ($15)If you win: You keep the paymentLearn about chargebacks →

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Preventing cancellations

Best practices to reduce churn: Before cancellation:
  • Understand why client wants to cancel
  • Offer solutions (schedule flexibility, product downgrade)
  • Provide pause option if temporary issue
  • Remind of progress made and value received
At risk indicators:
  • Multiple failed payments
  • Declining session bookings
  • No recent activity
  • Support complaints
Retention strategies:
  • Proactive check-ins with inactive subscribers
  • Usage reports showing progress
  • Exclusive member benefits
  • Loyalty rewards or discounts
Retaining existing subscribers costs less than acquiring new ones. Invest in retention.

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Resubscribing canceled clients

When client wants to restart canceled subscription: Process:
  1. Client purchases subscription product again (like new customer)
  2. New subscription created with new ID
  3. New billing schedule starts
  4. Old subscription remains canceled in history
You cannot:
  • Reactivate old canceled subscription
  • Restore previous subscription ID
  • Resume old billing schedule
Each subscription is independent. Cancellation is permanent. Resubscribing creates entirely new subscription.

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Next steps

  1. Handle failed payments - Recover Past Due subscriptions
  2. Issue refunds - Process subscription refunds
  3. View Subscriptions Dashboard - Monitor all subscriptions