S&S Cancellation Requests Template

Hi [CUSTOMER_FIRST_NAME],

Thank you so much for writing in — I can certainly clarify why you’re seeing a monthly charge. It looks like you opted into our Subscribe & Save program during your initial checkout.

This program is designed to take the guesswork out of your routine while ensuring you get the best possible price. You got:

• Significant Savings: You are currently receiving 20% OFF your initial order and all succeeding monthly shipments.

• Automatic Restock: To save you the hassle of manual re-ordering, your supply is automatically shipped to you every (X) days.

You also have 24/7 access to our Self-Help Portal. This is your one-stop shop to manage your account exactly how you want it.

Through the portal, you can:

• Apply Changes: Adjust your shipping address or payment methods instantly.

• Customize Frequency: Change your delivery dates or skip a month if you have extra stock.

• Cancel Anytime: You can opt-out of the subscription whenever you choose—no strings attached.
  
  

If you have any trouble logging in or need a hand with these settings, just hit reply. I'm happy to help! Let me know how you want to proceed and I'll take care of it immediately.

Warmly, 

[AGENT_NAME] 

Olenis Customer Care

Hi [CUSTOMER_FIRST_NAME],

Thank you so much for writing in — I genuinely appreciate you taking the time to reach out rather than just canceling outright.

Before I make any changes to your account, I'd love to do something for you right now: I can skip your very next shipment so nothing leaves our warehouse and nothing hits your card until you're completely ready. You'd keep your subscriber pricing locked in, and there's no commitment on when you need to come back.

Would that work for you? Just say the word and I'll take care of it immediately.

Warmly, 

[AGENT_NAME] 

Olenis Customer Care

Hi [CUSTOMER_FIRST_NAME],

Thank you for reaching out, and I completely understand where you're coming from — it's a little unsettling to see a subscription charge when your first order hasn't even arrived yet.

Here's what I'd like to do for you right now: I'm going to put your next shipment on hold so nothing else ships until you've had the chance to try what's already on its way. Once it arrives, you can let us know how you're getting on, and we'll figure out together whether you'd like to continue.

Does that sound fair? I'll take care of the hold on my end as soon as you confirm.

Warmly, 

[AGENT_NAME] 

Olenis Customer Care

Hi [CUSTOMER_FIRST_NAME],

I hear you, and I want to make sure we find the right fit before we close anything out.

My honest recommendation based on your account is to switch your deliveries to every 60 days. That way, you'll have plenty of time to work through each box before the next one arrives, and you'll still be saving 10% on every order without lifting a finger. Most customers who make this switch tell us it's exactly the pace they needed.

I can make that change for you right now — no cost, no fuss. Want me to go ahead?

Warmly, 

[AGENT_NAME] 

Olenis Customer Care

Hi [CUSTOMER_FIRST_NAME],

I really appreciate your patience with me here — I want to make sure you walk away from this conversation having gotten real value from Olenis, even if that looks different from what you started with.

My suggestion is this: rather than canceling, let me swap your next shipment to [RECOMMENDED_PRODUCT]. It's one of our most-loved products and I genuinely think it might be a better match for what you're looking for. Your pricing stays exactly the same, and if it doesn't hit the mark either, I promise I'll cancel without hesitation.

Would you be willing to give it one try? I'll take care of the swap right now.

Warmly, 

[AGENT_NAME] 

Olenis Customer Care

Hi [CUSTOMER_FIRST_NAME],

I've gone ahead and canceled your Subscribe & Save subscription as requested. You won't receive any further shipments or charges, and I want you to know that the door is always open if you'd ever like to come back.

Any orders that have already been shipped will continue their journey to you as normal, and your account remains active so you can place a one-time order whenever you're ready. Thank you for giving Olenis a try; it really does mean a lot to us.

Warmly, 

[AGENT_NAME] 

Olenis Customer Care

Hi [CUSTOMER_FIRST_NAME],

I've canceled your Subscribe & Save subscription and you won't be charged or shipped anything further beyond what's already in motion.

I did want to flag one thing: your order [ORDER_NUMBER] is still active in our system. Please let me know how you'd like to handle it — I can cancel and refund it if it hasn't shipped yet, or if it's already on its way, we can arrange a return once it arrives. Whatever works best for you, just say the word.

Warmly, 

[AGENT_NAME] 

Olenis Customer Care

Hi [CUSTOMER_FIRST_NAME],

I've canceled your Subscribe & Save subscription and you won't be charged or shipped anything further beyond what's already in motion.

I did want to flag one thing: your order [ORDER_NUMBER] is still active in our system. Please let me know how you'd like to handle it — I can cancel and refund it if it hasn't shipped yet, or if it's already on its way, we can arrange a return once it arrives. Whatever works best for you, just say the word.

Warmly, 

[AGENT_NAME] 

Olenis Customer Care

Hi [CUSTOMER_FIRST_NAME],

I want to confirm in writing that your Subscribe & Save subscription was officially canceled on [CANCEL_DATE]. This is your formal confirmation — no further shipments will be dispatched and no further charges will be applied to your account from this date forward. 

Any orders already shipped prior to this date will still be delivered to you as normal. Your account remains active and you're always welcome to place a one-time order or re-subscribe at any time. 

Please keep this email for your records. If you have any further questions, don't hesitate to reach out — I'm happy to help. 

Warmly, 

[AGENT_NAME] 

Olenis Customer Care

Hi [CUSTOMER_FIRST_NAME],

I've already taken care of everything on my end. Your subscription has been canceled effective immediately, and I've processed a full refund for your most recent charge. You won't receive any further shipments or charges — that's my personal guarantee. 

I'm sorry this experience didn't go the way it should have, [CUSTOMER_FIRST_NAME]. Please allow 5–10 business days for the refund to appear depending on your bank, and don't hesitate to reach out if you have any other questions.

Warmly, 

[AGENT_NAME] 

Olenis Customer Care

Hi [CUSTOMER_FIRST_NAME],

Your refund has been processed and should appear in your original payment method within 5 to 10 business days. 

I also wanted to make sure you're aware — your subscription is still active on your account, and your next order is currently scheduled for [NEXT_REBILL_DATE]. If you'd like to pause, delay, or cancel that upcoming order before it processes, just let me know and I'll take care of it right away. I'd rather you tell me now than be caught off guard by another charge. 

Thank you for your patience, [CUSTOMER_FIRST_NAME], and please don't hesitate to reach out. 

Warmly, 

[AGENT_NAME] 

Olenis Customer Care

Hi [CUSTOMER_FIRST_NAME],

Your refund has been processed on our end. Depending on your bank's timeline, you should see the funds back in your original payment method within 5 to 10 business days — though many banks process it sooner than that.

I'm sorry for any inconvenience this situation caused you. If there's anything else I can do, please don't hesitate to reach out. 

Warmly, 

[AGENT_NAME] 

Olenis Customer Care