Paddle merchants · Cancellations · Customer support
Cancellation requests are common — and easy to mess up when you're juggling inbox tabs and billing dashboards. This guide keeps it simple: collect the right info, find the correct subscription, cancel it confidently, and confirm back to the customer.
The #1 source of mistakes
Cancelling the wrong subscription when a customer has multiple plans or past subscriptions. Always confirm plan + status before you click cancel.
Userscom is built for Paddle merchants. In a billing ticket, open the Paddle panel, find the customer by email, and cancel the correct subscription — then reply with confirmation without leaving your inbox.
Start with the email used at checkout. If there are multiple subscriptions, ask for the plan name and the last billing date/amount to identify the right one.
Yes. The support workflow is the same: identify the customer, find the correct subscription, confirm intent (immediate vs end-of-term), cancel, and confirm back to the customer.
It depends on your policy and what you promised. Many SaaS products cancel at end-of-term to avoid service disruption. For urgent cases (fraud, account compromise), immediate cancellation can be appropriate.
Userscom keeps the Paddle workflow next to the ticket. Agents can look up customers by email and cancel subscriptions from inside the ticket panel, reducing delays and mistakes.