# What Your Customers May Do

Choose what customers see when they cancel, whether they may pause, end a plan now or switch interval, add a checkout policy, and who gets billing notices.

Three cards under **Settings** > **General** set what your customers may do with their own subscriptions, and what they are told. Every default is how billing works today, so nothing changes until you change it.

> **Note:**
  An owner or admin of the organization, or a role with organization settings.

[Open organization settings in the console](https://console.buildbase.app/dashboard/admin/setting/organization)

## Cancellation

In the left rail choose **Settings**, then **General**. The **Cancellation** card holds what customers see when they cancel and what happens when a paid plan ends:

- **Ask why they are leaving**: one of Stripe's eight reasons and an optional comment, kept on the subscription and sent to Stripe.
- **Retention offer**: **No offer**, **A discount** or **A pause**, shown once per subscription before the cancel is confirmed. It is not shown on a trial, a past-due or comped subscription, or one already paused, and a pause is offered on monthly plans only.
- **Let customers pause**: a monthly subscription can pause after its paid period, with nothing billed and the plan off until it resumes. You can always pause one yourself from the workspace's **Actions** menu.
- **Let customers end a subscription now**: off, a cancel runs to the end of the paid period. On, it also offers to end now, and **When a subscription ends now** decides what comes back for the unused time.
- **When the customer has used the period's allowance**: whether the unused time still comes back when the customer has used the period's allowance.
- **Let customers switch billing interval**: on, a customer can move their plan to its monthly, quarterly or yearly price themselves.
- **Move to Free when a paid plan ends**, and **When Stripe ends a subscription for failed payments**: whether a workspace whose paid plan ends lands on your Free plan, after the plan group's grace days.

Press **Save** on the card.

![The Cancellation card: Ask why they are leaving on, Retention offer No offer, Let customers pause off and highlighted as step 1, Let customers end a subscription now, When a subscription ends now, When the customer has used the period's allowance, Let customers switch billing interval, Move to Free when a paid plan ends, When Stripe ends a subscription for failed payments, and Save](/images/billing/customer-billing-settings/console-cancellation.webp)

## Your policy at checkout

Stripe Checkout always shows the renewal terms above the **Subscribe** button: that the plan renews until cancelled, how often and at what price. In **Your policy**, add your own cancellation or renewal policy to show after them, on new checkouts, as you write it. Say only what you offer every buyer; leave it empty to show the renewal terms alone. Press **Save**.

![The Your policy at checkout card, with the Your policy field highlighted as step 2](/images/billing/customer-billing-settings/console-checkout-policy.webp)

## Billing notices

The emails that tell a customer about a higher price or lost features coming, a failed payment, or a plan that ended unpaid. **Send them even to people who unsubscribed from billing email**: off, someone who unsubscribed does not get them, though the change still applies; on, they go anyway, with no unsubscribe link. They never go to an address that bounced or marked mail as spam.

![The Billing notices card with the Send them even to people who unsubscribed from billing email switch highlighted as step 3](/images/billing/customer-billing-settings/console-billing-notices.webp)

## Check that it worked

Cancel a test subscription in your app: the cancel dialog asks why, makes the offer you chose, and offers to end now only when you allowed it. A new checkout shows your policy after the renewal terms.

## Things to watch out for

- **The offer is made once per subscription**, never on a trial, past-due, comped, cancelling or paused one, and a pause only on a monthly plan.
- **Your policy adds to the renewal terms; it cannot replace them.**
- **A customer's own change is refused when you turn it off** (`INTERVAL_SWITCH_OFF`, `CANCEL_NOW_OFF`); you can still make it from the **Actions** menu.

## Next steps

- [Managing subscriptions](/billing/managing-subscriptions) - what you can do for a customer yourself
- [Failed payments](/billing/failed-payments) - the notices and retries after a declined payment
- [Billing overview](/billing/overview#cancel-pause-and-resume) - cancel, pause and resume from the SDK