When users cancel their access to a Subscription Plan provided through the LMS, a record of the cancellation is stored in the admin area.
This article outlines the following concepts:
View Cancellation Requests
Go to E-commerce > click Subscription Cancellations > click View
User Manager - Timeline tab
This opens the Timeline page of the User Manager for the user. Click the actionable item in the timeline.
Cancel Subscription
Scroll down. Provide a reason and hit Cancel Subscription or take other actions.
Use Cases
The following are possible general use cases for utilizing this feature:
Monitoring churn trends for subscription-based content
A training business that offers monthly subscription access to a library of professional development courses uses the cancellation tracking feature to understand why users are leaving.
This feature is useful because:
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Admins can view all recent cancellations in one place to spot patterns.
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Reasons provided during cancellation help identify common issues like content gaps, pricing concerns, or usability.
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Trends can be shared with marketing or content teams to improve retention strategies.
Resolving user issues before cancellation is finalized
A customer support team monitors the Timeline tab in the User Manager to catch cancellation requests early and attempt to re-engage users before the subscription is permanently terminated.
This feature is useful because:
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Support agents can see user activity history, recent support tickets, or engagement data.
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The Timeline allows admins to act quickly and offer alternatives, such as downgrades or paused access.
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Fast responses can reduce churn and increase customer satisfaction.
Managing high-volume subscription programs efficiently
An organization running a high-volume LMS with thousands of active users needs a streamlined way to manage cancellations, especially when processing them manually for compliance or documentation reasons.
This feature is useful because:
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Admins can quickly search and process individual cancellations while documenting the reason.
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The centralized Cancellation Requests page keeps cancellation management organized.
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Paired with other e-commerce tools, this supports end-to-end oversight