How to properly cancel a subscription

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jcamus
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Posts: 18
Thank you received: 2
Hikaserial Subscription Hikashop Business

1 month 3 weeks ago #359486

-- HikaShop version -- : 5.0.2
-- HikaSerial version -- : 4.0.2
-- Joomla version -- : 4.3.3
-- PHP version -- : 8.2

Hi,

We use HikaSerial with a PayPal recurring plugin.

Customers sometimes ask us to cancel & refund their subscriptions.

What are the proper steps for completing a cancellation - is it enough to "Expire" a subscription in HikaSerial, or should we cancel inside PayPal as well?

Thanks

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Jerome
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HikaShop core developer

Posts: 26008
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MODERATOR

1 month 3 weeks ago #359495

Hello,

The paypal recurring plugin can't control customer recurring ; so only the customer can access to its paypal "subscription" and deactivate the recurring.
By doing that, the subscription will then expire automatically (by not doing renewed).

If you modify the subscription to mark it closed or expired, the paypal "subscription" will continue to exist and will trigger the renewal, but that trigger won't be allowed since the HikaSerial subscription is not active.
So the customer would continue to pay without a HikaSerial subscription.

Regards,

Jerome - Obsidev.com
HikaMarket & HikaSerial developer / HikaShop core dev team.

Also helping the HikaShop support team when having some time or couldn't sleep.
By the way, do not send me private message, use the "contact us" form instead.

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jcamus
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Posts: 18
Thank you received: 2
Hikaserial Subscription Hikashop Business

1 month 3 weeks ago #359506

Thanks Jerome, one comment on what you said:

only the customer can access to its paypal "subscription" and deactivate the recurring.

As an owner of a PayPal business account, I can also see customer subscriptions that get created by HikaShop, and I can cancel them from there.

Does this count?

I want to make sure our team can process cancelations as well, so we don't have to ask customers to go to their PayPal account.

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