Questions to ask the customer:

• Which service subscription do you want to cancel (hosting, ads management, website maintenance, email service, etc.)?
• What is the reason for cancellation (budget, results, business closing, switching provider)?
• When do you want the cancellation to take effect (immediately or end of billing cycle)?
• Are there any active campaigns, scheduled posts, or ongoing work we should pause first?
• Do you need a backup/export of your data (website files, leads, analytics, creative assets)?
• Who is the authorized decision-maker for this subscription (name/email)?

Procedures:

• Confirm the request in writing: restate the service name, the effective date, and what will stop (deliverables/access/support).
• Verify authorization: confirm the requester is the account owner or an approved contact before proceeding.
• Review billing terms: check the billing cycle, renewal date, cancellation policy, and any outstanding invoices.
• Pause risk items: stop ad spending, disable automations, and pause scheduled work if the client requests immediate cancellation.
• Offer a retention option (optional): propose a downgrade, pause, or reduced scope if appropriate—without delaying cancellation if the client insists.
• Prepare handoff: provide backups/exports as needed (website files, credentials, asset folders, reports).
• Process cancellation: cancel the subscription in the billing system and confirm the last active date.
• Confirm completion: send a final confirmation message with effective date, what was cancelled, and any next steps for the client.
• Document everything: log the request, reason, authorization, dates, and actions taken in the CRM/ticket.

Priorities:

• High (1h): Immediate cancellation requested with active ad spend or high-risk automations that must be stopped quickly.
• Medium (1 day): Standard cancellation for end of billing cycle with normal handoff requirements.
• Low (2 days): Cancellation request without urgency, pending internal confirmation or scheduled end date.