Currently, subscriptions with the state STATEPAYMENTFAILED can no longer be managed by the customer through the storefront customer account.

While the subscription itself remains active and its next execution date continues to be calculated, the available subscription actions are no longer displayed. As a result, customers cannot react to a failed payment themselves, for example by pausing or cancelling the subscription.

The subscription can still be managed through the Administration, which means customers need to contact the merchant's support team to make these changes.

Current behavior:
When a subscription enters STATEPAYMENTFAILED, the customer cannot use the subscription management actions in the customer account.

In particular, the customer cannot:

• pause the subscription,
• cancel the subscription,
• otherwise manage the subscription from the storefront,
• retry or resolve the failed payment through the subscription interface.

Management through the Administration remains possible.

Expected / desired behavior:
Customers should retain appropriate self-service options when a subscription is in STATEPAYMENTFAILED.

At minimum, customers should be able to cancel the subscription themselves. Ideally, the available actions could also include:

• pausing the subscription,
• retrying or resolving the failed payment,
• changing the payment method where technically supported.

Additional request:
Consider providing a secure mechanism that allows customers to react directly from a payment-failed/reminder email, especially to cancel the subscription, without first having to navigate manually to the customer account. If authentication is required, this could potentially be implemented through an appropriately secured customer/account flow.

Motivation / business value:
A failed payment is precisely a situation in which customers may need to take action on their subscription. Preventing storefront management in this state creates an unnecessary dependency on merchant support.

Providing self-service capabilities would:

• reduce merchant support requests,
• allow customers to react immediately to failed payments,
• improve the subscription customer experience,
• avoid situations where an active subscription can only be cancelled by contacting the merchant.

Acceptance criteria proposal:

1. A subscription in STATEPAYMENTFAILED can be cancelled by the customer in the storefront.
2. The cancellation action is available without requiring intervention through the Administration.
3. The system clearly communicates the failed payment state to the customer.
4. Where supported by the payment integration, the customer is offered a way to resolve/retry the failed payment.
5. The feasibility of pause and payment-method-change actions for STATEPAYMENTFAILED is evaluated independently from cancellation.
6. A secure direct-action flow from transactional emails is evaluated for cancellation and/or payment recovery.