When Should You Request Subscription Cancellations?
If you are migrating to Kolleno and have imported your GoCardless mandates, you may need to cancel existing GoCardless subscriptions for your customers. This is an important step to ensure that no duplicate or unwanted payments are collected once you start using Kolleno’s automatic payment features.
We recommend completing this step before enabling automatic payments in Kolleno.
Why Cancel Subscriptions?
To prevent duplicate collections if you are switching to Kolleno for triggering automatic payments.
To maintain a clean and accurate payment environment.
How to Request Subscription Cancellations
Contact Kolleno Support: Reach out to your Kolleno onboarding manager with your request.
Provide the Following Information:
Your company name and Kolleno account details.
Confirmation that you have completed the mandate import.
Confirmation that you wish to cancel all GoCardless subscriptions for your customers matched in Kolleno.
Review and Approval:
Kolleno will review your request and process it as soon as possible.
Customer Notification:
When subscriptions are cancelled, GoCardless will automatically notify your customers by email. Kolleno is *NOT* responsible for this part. Please review GoCardless documentation and contact their support to ensure you understand what it is.
Please ensure your team is prepared to answer any customer queries.
Important Notes
This action cannot be undone. Cancelled subscriptions cannot be reactivated and would need to be recreated if required.
Timing: Complete this step before enabling automatic payments in Kolleno to avoid duplicate charges.
Dry Run Option: If you wish, Kolleno can perform a “dry run” to show you which subscriptions would be cancelled, without actually cancelling them.