How to Cancel Squarespace Subscriptions Effectively

Cancel Squarespace Subscriptions

TL;DR:

• Squarespace subscriptions can't be cancelled from the Orders section
• Use the Contacts area to find and cancel customer subscriptions
• Enable self-service cancellation so clients can manage their own subscriptions
• Always confirm with customers before cancelling to avoid confusion

Cancelling subscriptions in Squarespace isn't where you'd expect it to be. Most people head straight to the Orders section and get stuck because there's no cancellation option there. The subscription management lives in the Contacts area instead.

Finding and Cancelling Subscriptions

Here's how to cancel a subscription for a customer:

1. Head to Contacts – Open your Squarespace dashboard and click on Contacts
2. Search for the customer – Use the search bar to find the customer whose subscription needs cancelling
3. Open their profile – Click on the customer's name to view their full profile
4. Manage subscriptions – Look for the subscription management options in their profile
5. Cancel the subscription – Select the subscription and choose the cancel option

Always double-check with the customer before hitting cancel. You don't want to accidentally cut off someone's service when they're just asking a question about billing.

Setting Up Self-Service Cancellation

The best approach is letting customers handle their own subscription cancellations. This saves you time and gives customers control over their purchases.

To enable self-service cancellation:

1. Go to your subscription settings in Commerce
2. Look for customer management options
3. Enable self-service cancellation
4. Customers will then see cancellation options in their account area

This reduces the back-and-forth emails and lets customers make changes on their own schedule.

Common Subscription Issues

Subscriptions not showing up – Make sure you're looking in the right customer profile. Sometimes customers use different email addresses for purchases.

Can't find the cancel button – Check that the subscription is active. Paused or expired subscriptions might not show cancellation options.

Customer says they can't cancel – Verify that self-service cancellation is enabled in your settings. If it's disabled, they'll need to contact you directly.

FAQs

How do I cancel a customer's subscription in Squarespace?
Go to Contacts, find the customer, open their profile, and look for subscription management options. The cancel button will be there.

Why can't I cancel subscriptions from the Orders section?
Squarespace keeps subscription management separate from order management. All subscription controls are in the Contacts area.

Can customers cancel their own subscriptions?
Yes, if you enable self-service cancellation in your subscription settings. This is usually the best option for everyone.

What happens to existing orders when I cancel a subscription?
Past orders stay in your system. Only future recurring charges stop when you cancel a subscription.

Jargon Buster

Subscription – A recurring payment setup where customers are charged automatically at regular intervals for products or services

Self-service cancellation – A feature that lets customers cancel their own subscriptions without needing to contact the store owner

Contacts section – The area in Squarespace where customer information and subscription management tools are located

Wrap-up

Subscription cancellation in Squarespace is straightforward once you know it lives in the Contacts section, not Orders. Setting up self-service cancellation saves everyone time and hassle. Just remember to communicate clearly with customers about any changes to their subscriptions.

Ready to get more from your Squarespace store? Check out our comprehensive guides at Pixelhaze Academy.