Managing Member Cancellations, Pauses, and Resumes
This guide covers where to manage cancellations, how cancellation states work, what customers can do in self-service, and how renewal reminders fit in.
Where to Manage Cancellations
Cancel from a customer profile
In your Rivo admin, go to Customers.
Open the customer.
In the Membership card, click Actions.
Click Cancel Membership.
Choose:
Cancel Later: Benefits stay active until the end of the current billing cycle.
Cancel Immediately: Cancellation is processed right away.
Set your store’s default cancellation policy
Go to Memberships.
Open Program Settings.
In Cancellation Policy, choose your default:
Immediately
End of billing cycle
The default policy is used for cancellation flows unless you choose another option at cancellation time.
Where Cancellation Requests Live
You can review all cancellation requests in:
Data Logs -> Memberships -> Cancellation Requests
This view helps you audit when requests were created, who submitted them, and their current status.
Understanding Membership Cancellation States
1. Cancellation request
A cancellation request is created when a cancellation is submitted (from admin or storefront).
2. Pending cancellation
Pending cancellation means the membership is scheduled to end later, usually at the next billing date. In admin, this appears as Queued for cancellation with the scheduled date.
If a customer changes their mind before it takes effect, you can use Undo Pending Cancellation from the customer’s Membership actions.
3. Cancelled
Cancelled means the membership has fully ended.
For end-of-cycle cancellations, this happens when the scheduled cancellation date is reached.
Pausing and Resuming from Admin
You can pause and resume from the same Membership actions menu on the customer profile.
Pause Membership
When available, pausing lets you select the number of billing cycles to pause:
Minimum: 1 cycle
Maximum: 12 cycles
Resume Membership
Resuming reactivates a paused subscription.
Customer Self-Service Behavior
In Rivo Accounts, members can see a Manage Membership page.
For active paid memberships, available actions can include:
Update payment method
Cancel membership
Pause membership (when available)
If a membership is already pending cancellation, members can rejoin before cancellation takes effect.
Note: Storefront behavior can differ by theme/account setup and your membership configuration.
Renewal Notices and Cancellations
Renewal notices are handled separately from cancellation requests.
Rivo supports two pre-renewal reminders using your Renewal notice email template:
First reminder
Final reminder
You set timing in Memberships -> Program Settings -> Rebill Reminders.
If you’re using an ESP flow (like Klaviyo) instead of Rivo’s built-in reminder emails, make sure only one system is sending renewal messages to avoid duplicates.
For full email setup details, see Membership Email Notifications.
FAQ
Q: Can I refund a member who cancels mid-cycle?
Cancellation itself doesn’t issue refunds. If your store policy requires it, you’ll need to process the refund separately through Shopify.
Q: What’s the difference between cancellation request, pending cancellation, and cancelled?
Cancellation request: A cancellation has been submitted.
Pending cancellation: Membership is scheduled to end later (queued for cancellation date).
Cancelled: Membership has fully ended.
Q: Can I change the cancellation policy setting for my store?
Yes. The default cancellation policy (immediate or end-of-period) is configurable in your membership settings. Individual cancellations can still override this default when needed.
Q: Can customers cancel memberships themselves?
Yes, customers can submit cancellation from the membership management area in Rivo Accounts when that view is available in your storefront setup.
Q: Are renewal notices sent by Rivo or by Klaviyo?
By default, renewal notices are sent by Rivo when the Renewal notice template is enabled. If you run those reminders in Klaviyo or another ESP, disable overlapping Rivo sends to prevent duplicates.