Familiarize yourself with their account in the CRM and check the status of their most recent order. Cancel their subscription to prevent further shipments from being sent.

If the order Status is on Hold: Make an offer to keep the sale active. If your offers are not accepted, the order can be cancelled and a refund issued.

Talk Track: We have just started a seasonal promotion - would you be interested in keeping your order at only $XYZ per item? No problem, your order has not yet left our facility so I have cancelled your subscription and refunded all charges to your card.

If the customer is on a trial: They will need to return the product to avoid being charged or accept an offer.

Talk Track: I have cancelled your subscription. Would you like to keep the product or ship it back to us? I can make you special offer today if you would like to keep it and avoid shipping the product back.

If the customer is no longer on the trial: You can cancel their subscription and they will not receive any further orders.

Talk Track: I have cancelled your subscription and you will not be shipped any further orders.