Skip to main content
MarketONE tracks Platform-managed subscription cancellations by sending API callbacks with reason codes to Merchants. Reason codes provide information about customer status and customer entitlement when a customer is no longer eligible for access (i.e., entitlements) to their service. They also provide context that help Merchants track customer churn. See the OTT Service Callbacks API for more details.

​
Platform-Managed Subscription Cancellations

A Platform-managed subscription can be canceled under the following conditions:
  • The system automatically triggers a cancellation because of a customer payment failure.
  • A subscription that was created with a limited billing cycle reaches the end of that cycle. For example, seasonal or trial subscriptions that do not auto-renew.
  • A Reseller (Service Provider) initiates a cancel, on behalf of the end customer, through an API request to MarketONE.
Once a subscription is terminated, MarketONE sends out a deleteSubscription API callback to the relevant Merchant to let them know about the cancellation.

​
Cancellation Types

Broadly speaking, cancellations are grouped under two types:
  • Voluntary cancellations: customer-initiated cancellations, sent to MarketONE by a Reseller’s (Service Provider’s) API request.
  • Involuntary cancellations: system-initiated cancel because of hard or soft errors after the customer’s grace period ends.
When a Reseller (Service Provider) sends a voluntary cancellation request to MarketONE, they can specify the reason_code as a path parameter in the API request URL:

​
Voluntary Reason Codes

MarketONE provides the following standard reason codes, with corresponding reason descriptions, for voluntary cancellations: Note: If the Reseller (Service Provider) does not specify a reason in the initial cancel request, then MarketONE will send 1111 (Generic cancel) as the default value the deleteSubscription callback to Merchants.

​
Involuntary Reason Codes

MarketONE provides the following standard reason codes, with corresponding reason descriptions, for involuntary cancellations: