When you say it's on the payment processor side, you mean it creates a recurring payment in, by default, Paypal?
And when a member cancels their subscription, it cancels it via Paypal's API?
That's a bit of a problem, Mike, because once banned, people can't cancel their subscriptions because they are denied access to their account (something which might have some legal ramifications?).
Also I'm not notified when people are banned as it's something the senior moderators do. Daily in the case of spammers, and less often in the case of regular members, but still often enough to cause potential problems.
I think something needs to happen to deal with this. Maybe when someone is permanently banned, either their subscription is automatically cancelled. Or a notification is sent to admin so they/I can do it manually.
If they remember. Not difficult to imagine they might forget and then get very angry when the payment goes out again.
And then we'd have to process a chargeback.
I feel there is an obligation on us to be responsible and cancel the subscription our end.
Manually, yes. What I'm saying is that the subscription is created automatically, and I think it should be cancelled automatically also when appropriate. Which is certainly at the point when the user is denied access to their account when it is deleted or banned.
I'd put in your terms or on the account upgrades page that for recurring upgrades, they have to be cancelled by the user. That could take the liability off you in terms of needing to issue a refund if they do forget to cancel. In my opinion, paid members are generally the type of members to not get banned. Though I do understand the concern.
Alternatively you could also email your users when they get banned and remind them to cancel. In addition you could do this as well: