Please use the canned 'Stop subscription via In-App' if the customer reaches us to cancel the plan.
Check the ticket after 24 hours, to see whether the cx canceled the plan or not. If the cx canceled the plan, please resolve the ticket by executing the scenario 'Stop subscription via In-App'.
If the cx didn't cancel the plan, please call and inform the customer, and then execute the scenario 'Stop subscription via In-App'. If cx didn't pick up the call, leave a voicemail informing the customer to cancel their plan, send a reminder email and resolve the ticket by executing the scenario 'Stop subscription via In-App'.