Problem Email Example: "Good morning,

Please cancel my subscription.

Thank you."


Solution:

  1. First, go to LBPAdmin >> RXCEAdmin >> Customers >> and type in the customer's first or last name in the search bar.
  2. Look for a matching customer in LBPAdmin
    • If you are unsure of which account is the customer's or can't find it, ask the customer to supply the incorrectly typed email address.
    • If you can't still find it escalate the email to Doug/Will/William.
  3. Search for their email in Stripe, go to their details in Stripe, find their last payment, click on the link that brings you to the 'customer', and find their subscription.
    • If you can't find them under their email in Stripe, try their name. If that doesn't work, escalate the email to Doug/Will/William.
  4. On Stripe, click Unlimited plan and click 'Cancel'. Make sure there is no refund (unless it's been less than 30 days and they requested one.)
    • You don't need to do anything on the LBPAdmin side - the unlimited subscription will naturally run out. However, if you refunded it, cancel their subscription.
  5. Now, let the user know that you've canceled their subscription.


Email Reply Example:


Hi [person's name],

The subscription has been canceled and should not be renewed next year.


Take care, 

[Your name] 


Step-by-step video of how to solve this problem:  https://www.loom.com/share/84a6d87767904890821b86006cc5c392