SOP | Canceling a Subscription in HubSpot

Purpose & Overview

This SOP outlines the process for canceling a subscription in HubSpot. It ensures that users follow the correct sequence of steps to properly locate and cancel a customer’s subscription, triggering all necessary automations and preventing further billing.

Step-by-Step Instructions

1. Go to HubSpot.

2. In the left tab, search for Commerce.

3. Click on the Commerce icon.

4. Within the Commerce section, click on Subscriptions.

5. You will see a screen listing subscriptions.

6. Do not search by company name or contact name directly, as this will not return the correct subscription.

7. Click on More.

8. Add Contact Email as a search parameter.

9. Enter the contact’s email address to locate the correct subscription.

10. Once you find the subscription (e.g., “Elite Membership”), click on it.

11. A panel will appear on the right-hand side of the screen.

12. Click on Actions.

13. Select Cancel Subscription.

14. Confirm the cancellation by clicking the red button.

15. The subscription will be canceled.

16. The member will not be charged again.

17. All associated automations will be triggered automatically.

18. System properties and company values will update accordingly.

Video Walkthrough

https://drive.google.com/file/d/1hSvZNjUIh5ggkWRo8kgOOzQvg1heyYL_/view 

Troubleshooting & FAQs

Q: What if I can’t find the subscription when searching by company name?
A: Use the Contact Email filter under More to locate the correct subscription.

Q: What happens after the subscription is canceled?
A: The system automatically stops future charges and updates relevant properties and company records.

Ownership

Technology Manager