How to use the cancellation portal

The Minna cancellation portal is the easiest way to keep us posted on cancellation updates. It allows you to give us all the important details so we can keep our customers in the loop about their cancellations and what they can expect next. Below, you'll find a straightforward guide on how to use the portal. But remember, if you're more comfortable using email, that works for us too!

Step 1: Receiving cancellation emails from Minna

By now you are probably familiar with our emails. You will receive an email whenever a customer initiates a cancellation with us.

The email will include details about the customer requesting the cancellation such as:

• Email address
• First name
• Last name
• Postal address
• Last 4 digits of the payment card

These identifiers are configurable and determined by you to ensure you can identify the customer in your system and perform the action. If you need any additional information in order to identify your customer, please tell us:  [e-mail]

Step 2: Performing the cancellation

Based on the details you received from us in the cancellation email, please proceed to cancel the customer’s subscription. Once this has been completed communicate the outcome to Minna through the Cancellation portal. You need to reply in both successful and unsuccessful scenarios. To do this press the “Reply to cancellation request” button in the email.

Step 3: Responding back to Minna

3a. If the cancellation was successful

• Select “has now been cancelled” and enter the date the user has access to the subscription until.
• Click “Send” to submit

3b. If the cancellation has already been done

• Select “was already cancelled” and enter the date the cancellation was performed
• Click “Send” to submit

3c. If the cancellation can’t be processed due to a binding contract

• Select “could not be cancelled” and choose “binding contract”
• Input the date the binding contract expires
• Click “Send” to submit

3d. If cancellation was unsuccessful due to the subscription/customer not being found

• Select “could not be cancelled” and choose “no subscription found” if you couldn’t find the user based on the information provided
• Click “Send” to submit

3e. If cancellation was unsuccessful for another reason

• Select “could not be cancelled” and choose “other reason”
• Input a message to inform us of the reasoning behind the ‘other reason’ selection – all free text comes to Minna and is not shared with the customer
• Click “Send” to submit

Step 4: We inform customers

Based on the outcome you communicate to Minna. Note that your conversations with us will not be shared with your user, only the outcome of the cancellation.