How to pause or cancel a Chargebee subscription from Zendesk

To pause or cancel a Chargebee subscription from Zendesk, install Termwell and open the customer's ticket. On the subscription in the sidebar, choose Cancel at end of term or Pause (at the end of the current term, now, or on a date, with an optional resume date), read the confirmation and confirm. Chargebee makes the change, and Termwell adds an internal note and a tag such as termwell_cancel or termwell_pause to the ticket.

Before you start

• The Chargebee key in Termwell's settings must be a Full-Access Key of the Write type.
• Allow subscription changes must be on, and the agent must be in Who may take actions.
• Pausing uses your Chargebee site's own pause settings, so the pause feature must be turned on in Chargebee.
• Actions work on tickets only. On a new ticket and on user profiles the sidebar is read-only.

Cancel at the end of the term

1. Open the ticket and find the subscription. Each one shows its plan, addons, coupons, status and next date.
2. Choose Cancel at end of term. The customer keeps access until the term ends and is not billed again.
3. Confirm. The subscription now shows its scheduled cancellation date, and the ticket gets the termwell_cancel tag.

Changed your mind, or the customer did? Before that date, choose Remove scheduled cancellation on the same subscription. The ticket gets the termwell_cancel_removed tag.

Subscriptions with a contract term are changed in Chargebee, where the contract options are.

Pause a subscription

1. Choose Pause on the subscription. It shows on active subscriptions and on ones already set to cancel at the end of the term.
2. Pick when it starts:
   • At the end of the current term (the default)
   • Now (depending on your Chargebee pause settings, this may invoice unbilled charges)
   • On a date
3. Optionally set a resume date, so the subscription restarts by itself.
4. Confirm. The ticket gets the termwell_pause tag.

Resume, or call off a pause

Which one to offer

Termwell doesn't cancel immediately, change plans or create subscriptions. Those stay in Chargebee.

What lands on the ticket

After Chargebee accepts the change, Termwell adds an internal note saying what changed, with the Chargebee ids, the agent and their note. The tags work in views, triggers and reports, so a view on termwell_cancel lists every ticket where an agent scheduled a cancellation from the sidebar.

If the sidebar says "Done in Chargebee, but the ticket note failed", the change happened. Paste the text shown as an internal note yourself.

What it costs

Termwell is $5 per agent per month on the Standard plan, billed monthly by Zendesk, with a 14-day free trial. Zendesk asks for a card at install. The full reference is in the Termwell documentation.