On this page

Build this timeline first

  1. Sign-up

    Plan, price, renewal interval, cancellation method, refund terms, and the version of terms shown before payment.

  2. First payment

    Receipt and the account or payment record that connects the customer to the subscription.

  3. Renewal notice

    Reminder or receipt actually sent, with date and delivery destination, if your system records it.

  4. Cancellation

    The request, completion timestamp, effective date, and any confirmation shown to the customer.

  5. Disputed charge

    Why the renewal was or was not still active on that date, plus usage or support activity in the billed period.

Use the record that answers the customer's version

Usually helps

  • Terms acceptance. Shows the billing and cancellation conditions presented at sign-up.
  • Cancellation log. Shows whether a request existed before the renewal and when it took effect.
  • Renewal notice. Shows what reminder or receipt was sent before or after the billing event.
  • Usage in the billed period. Supports that access continued after the disputed renewal.

Usually does not answer it

  • Full terms archive. A reviewer cannot tell which section applied to this customer and date.
  • A later cancellation. It does not establish that the disputed charge should have been stopped earlier.
  • Generic marketing email. It does not show this customer accepted or used the subscription.
  • Usage without account match. It may describe another user or another subscription.

Make the dates easy to audit

  1. Use one timezone and include the source of each timestamp.
  2. Show the relevant terms section beside the acceptance event, not a 40-page archive.
  3. Label whether a cancellation is requested, completed, or effective later.
  4. Separate the disputed renewal from earlier successful payments.

For record-level detail, see cancellation and recurring evidence. For the processor-facing claim, open the cancelled subscription guide.