When a customer asks to cancel or switch plans, the key is understanding what happens to the cycle already in progress and to future charges, so you can communicate it clearly.

Steps

  1. Find the customer's subscription

    Search for the customer in the Conekta Panel and open their active subscription to see the plan, the payment method, and the date of the next charge.

  2. Choose the action

    You can cancel the subscription (stops future charges), pause it temporarily if your operation supports it, or move the customer to another plan.

  3. Confirm the effect on the current cycle

    Canceling stops upcoming charges, but it doesn't automatically refund the cycle already charged. If you agreed to return the unused portion, issue the refund separately.

  4. Tell the customer about the change

    Confirm the effective date in writing: until when they have service, when charges stop, and, if applicable, the refunded amount. This communication prevents complaints and chargebacks.

What happens to charges

  • Cancellation: no further charges are created from the cancellation date; the paid cycle is usually honored until it ends.
  • Plan change: the new amount applies however you configure it — starting with the next cycle is the clearest for the customer.
  • Refund of the current cycle: this is a separate operation; decide on your policy and apply it consistently.

Next step

If you need to return money from a charged cycle, see Difference between a cancellation, a reversal, and a refund.