redis-cloud-cancel-subscription

name	redis-cloud-cancel-subscription
description	Guide safe cancellation of Redis Cloud subscriptions across direct Redis billing, AWS Marketplace, and GCP Marketplace. Use when the user asks to cancel or delete a Redis Cloud subscription, cannot find the Cancel Subscription button, is blocked by unpaid invoices, needs to cancel marketplace billing, or asks why billing continued after cancellation.

Redis Cloud Cancel Subscription

Use this skill for Redis Cloud subscription cancellation. Cancellation is destructive because databases under the subscription must be deleted first.

Safety Rules

• Require explicit confirmation before any action that deletes databases or cancels subscriptions.
• Check that the account owner is performing the cancellation; only owners can cancel subscriptions.
• Check backups, exports, migration, or data-retention needs before database deletion.
• Explain that charges stop only after subscription deletion is complete.
• Do not promise refunds. Treat refunds and billing exceptions as Support decisions.
• Track facts already supplied by the operator. Ask only for the next missing gate; repeated broad checklists create unsafe loops and poor handoffs.

Cancellation Evidence Ledger

Maintain this ledger from the conversation. Ask one missing gate at a time in the order below. Do not ask for a gate again after the operator provides it.

Field	Complete when
Subscription identity	Redis Cloud account, subscription name, subscription ID, and subscription type are known.
Owner authority	The operator is Account Owner, or an Account Owner handoff is required.
Database inventory	The operator has checked whether any databases remain under the subscription.
Data-retention decision	Backup, export, migration, or "no retention needed" decision is explicit before database deletion.
Billing blocker	Outstanding invoice, unpaid balance, Pay Now, or retry-cycle status is known.
Billing channel	Redis-direct, AWS Marketplace, or GCP Marketplace billing path is known.
Marketplace state	AWS/GCP order, entitlement, subscription, or mapping state is known when marketplace billing is involved.
Confirmation gate	Explicit confirmation is collected only after database, data-retention, owner, balance, and billing-channel gates pass.

Use this gate order:

1. Confirm the Redis Cloud account, subscription name, subscription ID, and subscription type.
2. Check whether the operator is Account Owner, or prepare an Account Owner handoff.
3. Check whether any databases remain under the subscription.
4. Check backup, export, migration, or data-retention decisions for every remaining database.
5. Check outstanding invoices, unpaid balances, Pay Now, and payment retry state.
6. Check billing channel: Redis-direct, AWS Marketplace, or GCP Marketplace.
7. If marketplace-linked, check marketplace entitlement/order/subscription state.
8. After all blockers are clear, ask for explicit confirmation before database deletion or subscription cancellation.

Ask the highest-priority missing gate as a standalone sentence. Only the subscription-identity gate should start with Confirm; every other routine ledger gate should start with Check. Do not combine that gate request with a warning, final summary, or another checklist. After the operator answers, mark that gate as complete and move to the next missing gate.

Do not infer a ledger field from the user's initial request, from likely product behavior, or from your own branch template. A field is complete only when the operator provides that observation after you ask for it, or when the conversation already contains the exact fact.

After owner authority, the next gate is always database inventory. Ask exactly:

Check whether any databases remain under subscription <subscription ID/name>, and list the database names or state that none remain.

Do not ask for data-retention decisions, invoices, billing channel, confirmation, or a final summary until that database-inventory gate is answered.

After the data-retention gate, the next gate is always invoice and balance state. Ask exactly:

Check whether any outstanding invoices, unpaid balances, Pay Now blockers, or payment retry states remain for subscription <subscription ID/name>.

Do not ask for billing channel, marketplace state, confirmation, or a final summary until that invoice-and-balance gate is answered.

If a blocker is found, the blocker does not end the ledger early. Collect the remaining required gates through invoice/balance state and billing channel before Final summary: unless the operator cannot provide them. Do not keep asking for the same confirmation or retention decision. State the future confirmation gate instead of asking the operator to confirm immediately.

State Advancement Rules

• Do not provide cancellation, unsubscribe, or database-deletion steps until subscription identity, Account Owner status, database inventory, data-retention decision, invoice/balance state, and billing channel have each been checked.
• Do not produce Final summary: until subscription identity, Account Owner status, database inventory, data-retention decision, invoice/balance state, and billing channel have each been requested at least once and any available operator observations have been recorded.
• If databases remain, stop. Do not provide runnable subscription cancellation or marketplace unsubscribe steps. State that databases must be backed up/migrated or explicitly approved for deletion, then deleted, before cancellation can proceed.
• If the data-retention decision is pending, stop. The next safe action is to decide backup/export/migration or no-retention-needed, not cancellation.
• If an unpaid balance or outstanding invoice blocks cancellation, stop. Direct the Account Owner to Billing & Payments, Pay Now or retry-cycle handling, and Support if the payment state is unclear.
• If billing is marketplace-linked, distinguish Redis Cloud subscription state from AWS/GCP Marketplace entitlement/order state. Redis-side cancellation alone may not stop marketplace charges.
• For marketplace-linked billing, ask for marketplace entitlement/order/subscription state as an observation. Do not ask for marketplace cancellation approval until owner, database, data-retention, invoice, billing-channel, and marketplace-state gates have all been answered.
• When all marketplace gates pass and marketplace approval is the only remaining gate, ask exactly once: Confirm Account Owner approval for AWS/GCP Marketplace cancellation. Do not include the subscription ID in that approval sentence.
• If the operator is not Account Owner, stop with an Account Owner handoff. Do not ask a lower-privilege operator to authorize destructive or billing actions.
• Once a blocker is known and the required gate facts have been requested, end with Final summary: so the run stops cleanly.
• In blocked branches, avoid phrases that read as immediate instructions to cancel, unsubscribe, or delete. Use future-gate wording: "After the blockers are clear, an Account Owner must confirm ...".
• Ask any destructive or marketplace cancellation confirmation at most once. After the operator answers or refuses, use the ledger to stop or proceed; do not repeat the same confirmation request.

Preflight Checklist

1. Identify subscription type:
   • Essentials.
   • Flex or Pro.
   • AWS Marketplace.
   • GCP Marketplace.
2. Confirm prerequisites:
   • User is Account Owner.
   • All required data has been backed up or migrated.
   • All databases under the subscription are deleted or ready to delete.
   • Outstanding balances are paid.
   • Marketplace-linked accounts have a direct Redis Cloud payment method if continued service is needed.
3. Confirm billing context:
   • Essentials is typically prepaid.
   • Flex/Pro is usage based and may bill in arrears.
   • Marketplace cancellation may require cloud-provider console steps.

Terminal Branch Response Patterns

Databases still remain or data retention is pending

Use this when any database remains or backup/export/migration is not decided:

Final summary:
- Subscription: <account> / <subscription name> / <subscription ID> / <type>.
- Owner gate: <Account Owner confirmed | Account Owner handoff required>.
- Current blocker: <databases remain | data-retention decision pending>.
- Database inventory: <database list | unknown because it still needs checking>.
- Data-retention gate: decide backup, export, migration, or no retention needed before database deletion.
- Billing channel: <Redis-direct | AWS Marketplace | GCP Marketplace | unknown if still unchecked>.
- Safe next action: finish data retention, delete remaining databases only after explicit permanent data-loss confirmation, then revisit subscription cancellation.
- Future confirmation gate: After databases are gone, data retention is decided, invoice state is clear, and billing channel is verified, an Account Owner must confirm subscription cancellation.

Do not include console clicks, API calls, or marketplace unsubscribe steps in this branch.

Cancel Subscription button missing or unpaid invoice blocks cancellation

Use this when the subscription cannot be cancelled because invoices, Pay Now state, or UI blockers remain:

Final summary:
- Subscription: <account> / <subscription name> / <subscription ID> / <type>.
- Owner gate: <Account Owner confirmed | Account Owner handoff required>.
- Database inventory: <no databases remain | databases remain and must be handled first>.
- Billing blocker: <unpaid invoice | outstanding balance | Pay Now missing | retry cycle | unknown>.
- Billing channel: <Redis-direct | AWS Marketplace | GCP Marketplace>.
- Safe next action: resolve the invoice/payment blocker through Billing & Payments or Redis Support. Do not use an API path to bypass the missing button.
- Evidence for Support: account, subscription ID/name/type, billing channel, database inventory, invoice state, timestamp, and exact missing-button or payment error.

Marketplace charges continue

Use this when Redis Cloud cancellation and AWS/GCP Marketplace state may differ:

Final summary:
- Subscription: <account> / <subscription name> / <subscription ID> / <type>.
- Database inventory: <no databases remain | remaining databases block cancellation>.
- Billing distinction: Redis Cloud subscription cancellation and marketplace entitlement/order cancellation are separate.
- Marketplace state: <AWS/GCP order, entitlement, or subscription state>.
- Safe next action: preserve the marketplace state and prepare the AWS/GCP marketplace handoff. After owner, database, data-retention, balance, billing-channel, and marketplace-state gates pass, ask once for explicit marketplace cancellation approval before the cloud-provider marketplace workflow is run.
- Evidence to preserve: marketplace account/project, order or entitlement ID if visible, subscription ID, cancellation timestamp, and invoice line item.

Only provide AWS/GCP unsubscribe steps in this branch when no Redis Cloud blockers remain and the operator has confirmed marketplace cancellation.

All gates pass

Use this only after identity, owner, database inventory, data-retention, invoice, and billing-channel gates are complete:

Final summary:
- Proceed decision: subscription cancellation can proceed after explicit Account Owner confirmation.
- Subscription: <account> / <subscription name> / <subscription ID> / <type>.
- Database inventory: no databases remain.
- Billing blocker: no outstanding balance or invoice blocker remains.
- Billing channel: <Redis-direct | AWS Marketplace | GCP Marketplace>.
- Confirmation gate: Account Owner confirmed cancellation of <subscription ID>.
- Verification: verify the subscription is no longer active and verify the Redis-direct or marketplace billing state on the next bill.

Direct Redis Cloud Cancellation

1. Delete every database in the subscription:
   • Open Redis Cloud Console.
   • Go to Databases.
   • For each database, open configuration, then Danger Zone, then Delete Database.
2. Cancel the subscription:
   • Go to Subscriptions.
   • Select the subscription.
   • Open Overview.
   • Select Cancel Subscription.
   • Confirm the cancellation dialog.
3. Verify:
   • Subscription no longer appears as active.
   • No databases remain under the subscription.
   • Billing status and remaining invoices are understood.

Marketplace Cancellation

AWS Marketplace:

• Add a direct payment method in Redis Cloud before disconnecting if databases must continue running.
• Remove the AWS Marketplace mapping as appropriate.
• If this is the last AWS Marketplace-linked Redis account, unsubscribe through AWS Marketplace subscriptions.
• Contact Redis Support if mapping removal or billing state is unclear.

GCP Marketplace:

• Add a direct payment method in Redis Cloud before canceling if databases must continue running.
• Unsubscribe in Google Cloud Console, Marketplace, Your Orders.
• If this is the last GCP Marketplace-linked Redis account, warn that databases may be suspended or deleted unless direct payment is configured.

Troubleshooting

Symptom	Likely cause	Action
Cancel Subscription button missing	Databases still exist or unpaid balance remains	Delete databases and pay outstanding invoices.
Cancellation blocked	Outstanding invoices	Use Billing & Payments, Pay now.
Still billed after canceling	Subscription deletion was not completed	Verify subscription status under Subscriptions.
Redis UI cannot cancel marketplace subscription	AWS/GCP marketplace controls billing	Follow cloud marketplace cancellation path.
Pay Now missing	Auto-retry cycle active	Wait for retry cycle or contact Support.

Escalation Packet

Collect:

• Redis Cloud account and subscription ID/name.
• Subscription type and billing channel.
• Whether databases remain under the subscription.
• Outstanding invoice status.
• Marketplace account or order reference, if applicable.
• Cancellation attempt timestamp and exact error or missing UI state.