Sometimes a customer wants out, and sometimes you want them out. Either way, this is how.
Your customer can do it themselves
Worth knowing first, because it saves you the work.
A subscriber can cancel from their own dashboard on your website. They do not have to email you, and you do not have to do anything.
That is deliberate. Making people beg to leave is a good way to make sure they never come back, and it is the sort of thing that ends up in a review.
Cancelling it yourself
Go to Mollie Payments, then Transactions.
Find the customer’s payment and open it.
You will find the option to cancel the recurring Mollie subscription, which stops all future payments.
What cancelling does, and does not do
It stops future payments. No more money will be collected.
It does not refund anything. Past payments stay exactly as they are.
It does not remove their access immediately. They keep what they have already paid for, until the period they paid for runs out. That is fair, and it is what they would expect.
If you want to cancel and give money back, do the refund and tick the option to cancel the subscription as part of it. That does both in one action, and it is the right way to handle an unhappy customer.
Cancelling as part of a refund
This is the case that catches people out, so it is worth being blunt about.
If you refund an unhappy subscriber but do not cancel their subscription, you will be back here next month, doing the same refund again, and they will be twice as unhappy.
When you process the refund, tick Cancel the recurring Mollie subscription (no future payments).
The plugin offers it right there, in the refund screen, for exactly this reason.