Why doesn't the cancellation reason sync to Salesforce immediately?

Problem Statement

When a subscription is cancelled in Chargebee, the cancellation reason may not appear in Salesforce right away if the cancellation is scheduled for the end of the term. This is due to an integration limitation: the cancellation reason syncs when the subscription status changes to Cancelled, not when the cancellation is scheduled.

Related Scenarios

• The cancellation reason does not appear in Salesforce until the subscription is cancelled.
• How the timing of cancellation (immediate vs. end of term) affects when the reason syncs.

Solution

To ensure the cancellation reason syncs to Salesforce:

1. Check whether the cancellation is immediate or scheduled for end of term ( Subscriptions > select the subscription > cancellation settings).
2. If it is scheduled for end of term, wait until the subscription status changes to Cancelled. The cancellation reason will sync at that time.
3. In Salesforce, verify the subscription record to confirm the cancellation reason is present.

Immediate cancellations sync the reason promptly. Scheduled cancellations sync the reason when the subscription status becomes Cancelled.

Important Notes

• This behavior is a known limitation of the Chargebee–Salesforce integration.
• Ensure Salesforce integration settings are configured to receive updates from Chargebee.