Eligibility

Most Stripe subscriptions move through Unchurn’s cancel flow with every offer available. Some don’t. A subscription with a schedule attached, multiple line items, or an unpaid invoice is unusual enough that an automated change risks mis-billing the customer. For those, the cancel button records a manual cancellation request instead of changing Stripe.

This is by design. Unchurn errs on the side of safety: we never call Stripe when the resulting state is ambiguous, and we never tell your customer we cancelled them when we didn’t.

What happens for a manual request

1. The customer sees the same cancel flow they always would.
2. When they confirm cancel, Unchurn records a request with the subscription ID and the reason it didn’t qualify for the automated path.
3. The customer gets a confirmation email immediately. The request lands in your dashboard with the subscription ID, timestamp, and reason — ready to action.
4. You finish the cancellation in Stripe whenever you’re ready.
5. The customer’s “your cancellation request has been received” screen tells them what to expect.

The customer’s intent is captured immediately and they are never blocked from leaving. Unchurn never claims a cancellation it didn’t perform.

What counts as unusual

The most common cases, named so you can recognize them in your Stripe dashboard:

• Multi-item subscriptions — one customer billed for several line items on a single subscription (items.data.length > 1).
• Subscription schedules attached — the subscription is controlled by a future-dated schedule (schedule is set).
• Past-due or unpaid — the last invoice failed (status: 'past_due' or 'unpaid').
• Stripe-paused subscriptions — the kind paused at the subscription level (status: 'paused'), not the kind where billing is paused but the subscription stays active. These resume on a different rule than billing-paused subscriptions, so we handle them separately.

The full list lives in Supported subscriptions.

Per-offer differences

A subscription can fit some offers and not others. A customer on a yearly plan, for example, sees discount and trial extension but not pause or plan switch — those two are monthly-only today. The widget never shows greyed-out offers or “upgrade to enable this” upsells; it shows what’s available for the subscription in front of it, and that’s it.

When manual cancellation is a signal

If a meaningful share of your subscriptions land in manual, the cause is usually subscription shape — yearly plans, multi-item billing — rather than a fault in the cancel flow. Pause and plan switch are monthly-only today. Yearly pause and broader plan-switch support are areas under active development.