Manage the subscription or installment payment of an order
For subscriptions and installment payments, the order shows the current status and every payment. From there you cancel a subscription, stop future installments or take care of a failed payment.
On this page
Where to find subscriptions and installment payments
Open the order under Sales. Below the order details you find the Subscription box for a subscription, or the Installment payment box for an installment payment. It shows the Status, the Next billing date and, below, all Payments or Installments.
To find all subscriptions with a certain status, use the Filter in the sales list. Choose Paid and then Subscription or Installment under Paid product type.
To set up subscriptions and installment payments for a product, see Subscriptions and Installment payment.
Cancel a subscription
- In the Subscription box, click Cancel subscription next to the status.
- Confirm the prompt.
Your customer receives an email confirming the cancellation. Access continues until the end of the paid period, after that nothing else is charged. The status then reads Subscription cancelled.
If access should end right away, click Remove access now afterwards. If you also want to pay money back, refund the last payment as described below.
Note: Your customers can also cancel their subscription themselves. See Cancel a subscription.
Stop an installment payment
Cancel all future payments stops a running installment payment. No further installments are collected, and the status reads Future payments cancelled. Your customer keeps access for now. To take it away, click Remove access afterwards.
Collect outstanding installments right away
Next to the Next billing date you find Collect all installments now. It charges the entire outstanding amount at once instead of waiting for the individual due dates. This requires an active monthly plan.
When a payment fails
If a subscription payment or an installment cannot be charged, your customer automatically receives an email asking for a new payment method. Until then, access to the product is blocked. Within 14 days after the due date, Tentary tries several times to charge the stored payment method.
In the order you then have these options:
- Send another payment reminder: sends the email asking for a new payment method again.
- Collect outstanding installment now: for an installment payment, tries to charge the outstanding installment again right away.
- Collect all installments now: for an installment payment, tries to charge the outstanding installment and all future ones at once.
- Cancel subscription or Cancel all future payments: ends the subscription or the installment payment.
If an installment stays unpaid, you can hand the claim over to debt collection. See Reminders and debt collection. Once an installment payment is in debt collection, these options no longer appear in the order.
Refund or reconfirm a single payment
The list of Payments or Installments shows each charge with date, amount and status. Next to every successful payment you find:
- Refund: pays back exactly this payment.
- Resend confirmation: for subscriptions, sends the confirmation for this payment again.
- the invoice for this payment as a PDF, if one was created.
To learn more about refunds and their fees, see Refunds and chargebacks.
Last updated October 14, 2026