How to pause or cancel a Recurly subscription from Zendesk

To pause a Recurly subscription from a Zendesk ticket, install Tenurewell, open the subscriber's ticket and click Pause on the subscription in the sidebar. Choose 1 to 12 billing periods, then click Schedule pause. The pause starts at the next renewal and Recurly resumes the subscription afterwards. For customers who want out, Cancel at end of term stops the subscription from renewing while it runs to the end of its term.

Before you start

Allow subscription changes must be on in Tenurewell's settings (Allow renewal date changes is a separate switch), and the agent must be in Who may take actions. The Recurly API key's permissions must allow the change.

Pause and resume

1. Open the ticket and find the subscription. Its status reads, for example, Active, Trial, Past due, Pause scheduled, Paused, Cancelling or Expired. Pause shows only on an active subscription.
2. Click Pause. The Pause subscription panel opens.
3. Choose 1 to 12 billing periods. The pause starts at the next renewal.
4. Click Schedule pause. The status becomes Pause scheduled and the ticket gets tenurewell_pause.

Changed plans? Before the pause starts, Remove scheduled pause cancels it (tenurewell_pause_removed). While the subscription is paused, Resume now starts it again straight away (tenurewell_resume).

Cancel at end of term, and reactivate

1. Click Cancel at end of term. The subscription keeps running until the end of its term and does not renew. On a multi-period contract term you choose between At the end of the term, which keeps billing each period until the term ends, and At the next bill date, which ends it when the current billing period ends.
2. Confirm. The status becomes Cancelling and the ticket gets tenurewell_cancel.
3. If the customer changes their mind while it's still running, Reactivate removes the cancellation (tenurewell_reactivate).

Recurly can't cancel a paused subscription. If the sidebar says so, resume it first or let the pause run.

Move the renewal date

Change renewal date moves the next bill date, or the trial end during a trial. A later date gives the customer free days; an earlier date bills sooner. Recurly doesn't prorate it. The ticket gets tenurewell_renewal_date.

Which action fits the request

Every action adds an internal note to the ticket and, unless an admin turned it off, a note on the Recurly account naming the ticket and agent.

What Tenurewell won't do here

It never changes plans or quantities and never deletes anything in Recurly. Immediate cancellation is not offered: cancellation always runs to the end of the term.

What it costs

Tenurewell is $10 a month per agent on the Standard plan, billed monthly by Zendesk, with a 14-day free trial. Zendesk asks for a card at install. See the Tenurewell documentation for every setting.