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Response LetterAll GatewaysSubscription Cancellation

Subscription Cancellation Response Letter Template

A response letter template for subscription cancellation and recurring billing chargebacks. Covers billing consent, cancellation process, and usage evidence.

Evidence Checklist (10 items)

  • 1Subscription signup confirmation
  • 2Terms of service acceptance record
  • 3Recurring billing consent documentation
  • 4Cancellation policy at time of signup
  • 5Billing notification emails
  • 6Customer usage during disputed period
  • 7Cancellation request records
  • 8Account management page screenshots
  • 9Prior billing cycles without dispute
  • 10Customer communication about subscription

Structuring your subscription response

Open with the subscription agreement details showing the customer consented to recurring billing. Walk through the billing history, notification schedule, and any cancellation requests or lack thereof. Close with usage evidence showing the customer received value.

Consent and authorization

The core of your defense is proving the customer agreed to recurring charges. Present the signup form, terms of service acceptance, billing consent checkbox, and confirmation email. Show that the recurring nature and price were clearly disclosed before the first charge.

Cancellation process evidence

Show that your cancellation process is clear and accessible. If the customer requested cancellation and it was processed, show the cancellation date relative to the disputed charge. If no cancellation was requested, show that the customer had clear instructions for how to cancel.

Usage and value evidence

Demonstrate that the customer used the service during the disputed billing period. Login logs, feature usage data, content access records, and any support interactions show the customer received value from the subscription they are disputing.

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Frequently Asked Questions

What if the customer claims they did not know about recurring charges?↓
Show the signup flow with recurring billing clearly disclosed. Include the confirmation email stating the billing frequency and amount. Screenshots of the pricing page or checkout form showing the recurring nature are essential.
How do I handle disputes from free trial conversions?↓
Present the trial terms showing the paid conversion date and price. Include any notification emails sent before the trial ended. If the customer used the paid service after conversion, show the usage logs.
Should I proactively cancel the subscription during the dispute?↓
Yes. Cancel the subscription to prevent additional disputed charges while the current dispute is resolved. Document the cancellation and inform the customer.

Related Templates

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Evidence Checklist

Subscription Checklist

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