How to cancel a Paddle subscription from a Zendesk ticket

To cancel a Paddle Billing subscription from Zendesk, install Canoewell, open the customer's ticket, find the subscription in the sidebar and click Cancel. Choose At the end of the billing period (they keep access and you can undo it) or Immediately, add an optional note and click Cancel subscription (the button reads Cancel immediately for the second option). Paddle schedules or ends the subscription, and Canoewell logs an internal note and the canoewell_cancel tag on the ticket.

Before you start

• The Paddle API key needs subscription.write, plus subscription.read.
• Allow cancellations must be on in Canoewell's settings, and the agent must match Who may take actions.
• Immediately is for admins only, unless an admin turns on Let non-admins cancel immediately.

Steps

1. Open the ticket. Canoewell shows the requester's subscriptions with status (Active, Trial, Past due, Cancelling, Pause scheduled, Paused, Canceled) and the next date that matters.
2. Click Cancel on the subscription the customer wants to end.
3. Choose when.

4. Add a note for the ticket if your team needs the reason.
5. Read the confirmation, then click Cancel subscription (or Cancel immediately). Nothing is sent before you click.

Undo a scheduled cancellation

Customers often change their mind before the period ends. On a subscription that shows Cancelling, click Keep subscription (remove cancellation) and confirm. Paddle removes the scheduled change and the subscription keeps renewing as usual. The ticket gets an internal note and the canoewell_schedule_removed tag.

What happens after you confirm

Things Paddle won't do

• Reinstate a canceled subscription. Once it is canceled, the customer has to sign up again. That's why Immediately is admin-only by default and comes with a warning.
• Cancel at the end of the period while another change is scheduled. If a pause is scheduled, remove it first, or cancel immediately.
• Finish a period on a paused subscription. A paused subscription has no billing period left, so Paddle cancels it immediately.
• Change a subscription close to renewal. Paddle locks a subscription for 30 minutes around a renewal or while a payment processes. Try again after that.

If the customer should get money back for the last payment, request a refund on that payment separately. See how to refund a Paddle transaction from Zendesk.

Offer a pause instead

If the customer only needs a break, Pause stops billing without ending the subscription. See how to pause a Paddle subscription from Zendesk.

What it costs

Canoewell is $10 per agent per month on the Standard plan, billed monthly by Zendesk after a 14-day trial; Zendesk asks for a card at install. Every setting is in the Canoewell documentation, and Paddle explains cancellations in its cancel subscriptions guide.