The customer asked to stop renewing. The agent cancelled the subscription on the spot and the customer lost the days they had already paid for.
Most customers who say “cancel” mean “stop the renewal”. The provider supports both: cancel at period end, or cancel now.
An agent that picks the immediate option — or a provider call that silently behaves that way — ends access that was already paid for.
The reply often still says “you keep access until the end of the month”, so nobody notices until the customer complains.
The scenario checks the state, not the words: auto-renew off, cancellation scheduled at period end, access still on, access-until equal to the period end.
Then the sandbox clock moves to the period end and a second set of checks confirms access ends exactly then — including a timezone edge case.
A separate scenario covers the customer who really does want to stop now and waives the rest of the period.
A mandate lists which cancel modes are allowed, and which need a human before they run. “Immediate” can be switched off entirely or sent for approval.
Guard re-reads the subscription after the call and again at the deadline, so an access change that doesn’t match the mandate becomes an incident.