Pause or Cancel a Smartrr Subscription From WhatsApp
Yes. AeroChat works directly with Smartrr. When a subscriber asks to stop, AeroChat asks why, offers to pause the subscription in Smartrr until a date they pick, and cancels it with their reason if they still want to stop.
This recipe handles “I need a break”, “pause it till March” and “please cancel my subscription” in chat. Part of connecting Smartrr to WhatsApp and AI chat.
What happens today
A subscriber is moving house, or has too much stock, and messages “cancel please”. Your team cancels it by hand, often a day later, and never asks whether a pause would do. Some of those subscribers only wanted a few weeks off. Others get billed again before anyone replies and ask for a refund.
The flow that works
- The subscriber asks to pause or cancel.
- AeroChat checks who they are against their Shopify orders and finds their subscription in Smartrr.
- It asks one short question about why, and offers a pause until a date if that fits the reason.
- If they choose a pause, it pauses the subscription in Smartrr with that resume date.
- If they still want to stop, it cancels the subscription in Smartrr with the matching cancellation reason and confirms.
What it looks like on WhatsApp
Customer: Hi, I want to cancel my coffee subscription. (example)
AeroChat: I can do that. Can I ask why? If you just have too much coffee at the moment, I can pause it instead and restart it on a date you choose.
Customer: Too much coffee honestly. Pause till March then.
AeroChat: Done. Your subscription is paused and restarts on 1 March. Nothing will be sent or charged before then. Message me any time if you want it sooner.
In Smartrr: the subscription shows as paused, with 1 March as the date it resumes.
Customer: Please cancel my subscription, I’m moving abroad. (example)
AeroChat: Sorry to see you go. I’ve canceled your Dark Roast subscription. There will be no more orders or charges. Thank you for being a subscriber.
In Smartrr: the subscription is canceled with the reason “Moving”.
The recipe
Copy this into AeroChat
When a subscriber asks to pause or cancel, follow these steps.
- Check their identity first: match the email or phone number they give, or the WhatsApp number they are messaging from, to their Shopify orders.
- Find them in Smartrr by that email and read their active subscriptions. If there is more than one, ask which one.
- Ask why in one short question.
- If the reason is too much stock, travel, money or a short break, offer a pause and ask for the date to restart. Only accept dates within 3 months (example).
- If they agree, pause the subscription in Smartrr with that resume date and tell them nothing will be sent or charged until then.
- If they still want to cancel, read our cancellation reasons in Smartrr, pick the one that matches what they said, and cancel the subscription with it.
- Tell them it is canceled and that no further orders or charges will be made.
Offer the pause once. Never argue or ask twice. Reply in the customer’s language.
Change the longest pause to match your subscription rules before you paste it.
What to connect
- Your Shopify store. Built in. Install AeroChat from the Shopify App Store and connect your store in the dashboard, so AeroChat can check who the subscriber is from their orders.
- Smartrr. In the Smartrr admin, go to Integrations under Configuration, open the API Keys tab and create a token with read and write access to subscriptions. Paste it in when AeroChat asks.
- Your cancellation reasons. Keep them up to date in Smartrr, so each cancellation in chat is recorded with the right reason.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Smartrr, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Smartrr’s public documentation, the checklist asks you to check it once against the current docs.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- Which reasons get a pause offer, and the longest pause allowed in chat.
- Whether a discount is ever offered before canceling. Leave it out and AeroChat won’t offer one.
- Your cancellation flows and reasons, which stay in Smartrr.
The result to expect
Subscribers who only need a break keep their subscription, and those who want to leave are canceled at once, with no extra charge and no chasing. Every cancellation carries a reason you can review in Smartrr.
Measure it with your own numbers: pauses and cancellations made in chat, and how many paused subscriptions restart, for a month before and after.
Next: see every Smartrr workflow, including resuming a paused subscription.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your store and email, with the same Smartrr connection behind it. See what each channel does on the Smartrr integration page.
Keep subscribers who only need a break
Install AeroChat, paste the recipe, add your Smartrr token, and pause a test subscription from your own WhatsApp.
7-day free trial.