Subscriptions are designed to continue automatically. That makes the cancellation process one of the most important parts of the experience. It shows how much control the user actually has.

In Scentbird’s case, cancellation is not a self service action. Instead of canceling directly in the account settings, users are told to email support@scentbird.com or contact customer service through the Help Center or chatbot. From there, the support team manually processes the request. The user cannot complete the action themselves.

This creates unnecessary friction.

When users cannot cancel on their own, they lose direct control over their subscription. They don’t know exactly when the cancellation will happen or when it will be confirmed. What should be a simple, immediate action becomes something that depends on waiting for a response. The subscription lives in the account settings, but the ability to cancel it lives somewhere else.

This breaks the flow of the system.

Cancellation should exist in the same place where users manage their subscription. There should be a clear Cancel Subscription option, followed by a simple confirmation step and immediate confirmation that the subscription has ended. No emails. No waiting. No extra steps.

This is not just about convenience. It is about trust.

When users can easily cancel, they feel more confident using the product in the first place. They know they are in control. Clear systems reduce confusion and create better long term relationships between the product and the user.

Good systems don’t make users ask for permission. They give users control.

-B