How to cancel or pause a Stripe subscription from Zendesk

To cancel a Stripe subscription from Zendesk, install Tillwell, open the customer's ticket and click Cancel at period end on the subscription in the sidebar. The customer keeps access until the period ends and is not billed again. To stop charges for a while instead, click Pause payments and choose whether invoices made during the pause are voided or kept as drafts. Each change adds an internal note and a tag to the ticket.

Before you start

• The restricted key needs Write on Subscriptions.
• Allow subscription changes must be on, and the agent must be in Who may take actions.
• Actions work on tickets only. New tickets and user profiles show the sidebar read-only.

Cancel at the end of the period

1. Open the ticket. The subscription shows its plan, price, quantity, status and the next renewal, trial end or cancellation date.
2. Click Cancel at period end and read the confirmation.
3. Confirm. Stripe schedules the cancellation, and the ticket gets the tillwell_cancel tag.

If the customer changes their mind before that date, click Keep subscription. The scheduled cancellation is removed and the ticket gets the tillwell_cancel_undone tag.

Pause payments

1. Click Pause payments on the subscription. It shows on running subscriptions (active, trial, past due or unpaid) that are not already set to cancel.
2. Choose what happens to invoices created while paused:

3. Optionally set a resume date. Payments start again on that date.
4. Confirm. The ticket gets the tillwell_pause tag.

To end a pause early, click Resume payments. The ticket gets the tillwell_resume tag.

Which one fits the request

Tillwell doesn't cancel immediately, change plans or edit customers and invoices. Those stay in Stripe.

If they also want money back

Cancelling at period end doesn't refund anything. If the customer is owed money, click Refund on the payment as a separate step. Refunds need Charges and Refunds: Write and Allow refunds on.

What lands on the ticket

After Stripe accepts the change, Tillwell adds an internal note with what changed, the Stripe ids, the agent and their note, plus the tag. Use the tags in views, triggers and reports: a view on tillwell_cancel lists every ticket where a cancellation was scheduled from the sidebar, which is useful for churn reviews.

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

What it costs

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