Can I cancel a commercetools subscription online without contacting support?

No. Commercetools is an enterprise platform with custom contracts — there is no self-service cancellation button or billing portal. You must contact your Customer Success Manager or submit a request via the support portal at support.commercetools.com.

How much notice do I need to give before cancelling?

The required notice period is defined in your individual Order Form and varies by contract. Enterprise SaaS contracts with commercetools typically require 30–90 days written notice before the renewal date. Review your Order Form for the exact terms.

Will I receive a refund if I cancel mid-contract?

Refund eligibility depends entirely on your contract terms. Commercetools uses annual or multi-year enterprise agreements, and mid-contract cancellations generally do not include refunds for prepaid periods unless specifically negotiated. Check your Order Form or discuss with your CSM.

Can I still access my data and projects after cancellation?

Access continues until your contract end date. After termination, you should export any data you need before that date. Commercetools does not publicly document a post-termination data retention window, so confirm the data deletion timeline in writing with your CSM.

Can I delete my account myself without cancelling the contract?

You can delete your personal Merchant Center user account via My Profile → Delete my account. You can also delete non-production projects yourself. However, production projects are locked from self-deletion and require commercetools involvement — deleting your user account does not terminate your billing contract.

What happens to my data after the account is deleted?

When you delete your personal account via the Merchant Center, the deletion is permanent and cannot be recovered. For full organization/project data retention and deletion timelines after contract termination, you need to confirm the specifics directly with commercetools, as no public documentation covers post-contract data handling.

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Review your Order Form

Locate your signed Order Form or contract with commercetools. Check the notice period required for cancellation — enterprise contracts typically require 30–90 days written notice before the renewal date. The exact terms are defined in your individual Order Form, not in any public documentation.

Contact your Customer Success Manager

Reach out directly to your assigned Customer Success Manager (CSM) to initiate the cancellation process. Every paid commercetools customer is assigned a CSM. This is the primary channel for contract termination requests.

Submit a support ticket

If you cannot reach your CSM, submit a cancellation request via the support portal at https://support.commercetools.com (Jira Service Management portal). Alternatively, email support@commercetools.com or use the contact form at https://commercetools.com/contact-us.

Delete non-production projects (optional)

While awaiting contract termination, you can self-service delete non-production projects: click the profile icon in the Merchant Center → 'Manage projects' → click the 'Delete project' icon next to the project → enter the Project key to confirm → click 'Delete project'. Note: Production-flagged projects cannot be self-deleted.

Delete your user account (optional)

To remove your personal account from the Merchant Center: click the profile icon → 'My Profile' → click the trash/Delete icon → enter your email address → click 'Initiate account deletion' → check your inbox and click the confirmation link within 1 hour → click 'Delete my account' to confirm.

Confirm written termination

Ensure you receive written confirmation from commercetools acknowledging your cancellation request and the effective termination date. Keep this for your records. Access to production environments continues until the contract end date.

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