A customer may call in to cancel their subscription after their trial has ended, but the charge for the product has declined. This means the customer has not paid for the products in their possession. They must settle the matter before you can cancel their account. They can do this by:

• Accepting an offer to keep the product
• Sending back the product

Talk Track: I see that you signed up for a trial subscription which has now expired. This means there are pending charges for the product you already have in your possession. We will need to settle these outstanding charges before I am able to cancel your subscription.