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Frequently asked questions
Cancel Cratejoy: The Right Way
How to cancel Cratejoy and stop automatic renewal charges in malaysia
What Cratejoy is and why malaysian users subscribe
Cratejoy is an online marketplace platform that hosts subscription boxes sold directly by independent creators and small businesses. The service does not sell a single product; instead, it provides the billing and delivery infrastructure for hundreds of curated subscription services, from beauty boxes and snack collections to hobby kits and niche gift subscriptions. When you subscribe on Cratejoy, you are not subscribing to Cratejoy itself, but to an individual box creator whose subscription Cratejoy processes and renews on a schedule you choose.
This distinction matters legally and practically. Under the Consumer Protection Act 1999, you have cancellation rights over any distance contract (which includes online subscriptions), but the merchant responsible is the box creator, not Cratejoy's platform. Cratejoy merely handles billing and renewal. Consequently, when you cancel, you must do so through the platform where your subscription lives, or through Cratejoy's account system if you subscribed there directly.
How subscriptions work on Cratejoy
When you subscribe to a box on Cratejoy, the platform automatically renews your order on the cadence you selected-monthly, quarterly, or annually. You pay once per renewal cycle unless you cancel. Cratejoy does not send you a reminder before the renewal charge goes through. If you miss your renewal date and no longer want the box, the next charge will process unless you cancel before that date arrives.
Many Malaysian users experience friction because Cratejoy is a U.S.-based service with no Malaysia-specific localisation. Support is English-only, pricing displays in U.S. dollars (though you pay in ringgit), and the cancellation interface is not optimised for local users. No physical cancellation address exists in Malaysia; all cancellation is handled digitally through your account or email.
Pricing tiers for sellers and buyers
If you are a buyer, you pay only the subscription price set by the box creator. If you are a seller using Cratejoy to run your own subscription business, the platform charges tiered monthly or annual fees for marketplace access and tools.
| Plan type | Monthly fee (USD) | Monthly fee (RM estimate) | Best for |
|---|---|---|---|
| Sell on marketplace only | $24.99 | RM118 | Small creators |
| Essentials | $59.00 | RM278 | Growing businesses |
| Advanced | $159.00 | RM750 | Established brands |
| Annual plans | Discounted rate | Discounted rate | Committed operators |
Your legal position under malaysian consumer law
Under the Consumer Protection Act 1999, you have an unconditional right to cancel any distance contract (which includes online subscriptions) within fourteen calendar days of the day you receive your first box or subscription confirmation. This is known as the cooling-off period. Furthermore, you may cancel at any time after the fourteen-day period expires, provided you give notice in writing or through the digital channel the merchant offers.
Cratejoy subscriptions fall under distance contracts. The merchant (the box creator) must honour your cancellation request and stop future charges. Cratejoy, as the payment processor, is jointly liable if the merchant fails to cancel after you have requested it. Consequently, if a box creator refuses to cancel after your written request, you can escalate to Yafee or the Federation of Malaysian Consumers Associations (FMCA) to lodge a formal complaint.
Your rights if you are charged after cancellation
If your subscription renews after you cancelled, or if you are charged without consent, you have a legal claim for a refund under the Consumer Protection Act 1999. You may request a chargeback through your bank or credit card issuer if the merchant does not refund within thirty days of your written demand. In practice, Yafee advises you to document all communications-screenshots of cancellation confirmations, renewal notices, and payment receipts-before escalating to your bank.
Who you can contact if the merchant refuses to help
If Cratejoy or the box creator does not respond to your cancellation request within seven working days, or if they refuse without a valid legal reason, contact the Federation of Malaysian Consumers Associations (FMCA) or the Ministry of Domestic Trade and Cost of Living (MDTCCL). Yafee recommends filing a formal complaint with evidence of your cancellation request and proof of payment. These agencies have enforcement power to compel refunds and suspend merchants who violate the Consumer Protection Act 1999.
Methods to cancel your Cratejoy subscription
Cratejoy offers three main cancellation routes: through your Cratejoy account (if you subscribed on the website), through the Apple App Store (if you subscribed on iOS), or through Google Play (if you subscribed on Android). The method you use must match the platform where you originally signed up, or the auto-renewal may remain active on the original channel.
Why using the wrong cancellation method leaves you vulnerable
A frequent source of frustration for Malaysian users is subscribing on one platform and attempting to cancel on another. For example, if you started your subscription through the iOS App Store, cancelling on the Cratejoy website will not stop the App Store from renewing your subscription. The charge will continue because the auto-renewal instruction sits with Apple, not Cratejoy. To prevent this trap, identify where you originally subscribed before you cancel.
Step-by-step: how to cancel via your Cratejoy account
If you subscribed directly on Cratejoy's website or through the Cratejoy app (not through Apple or Google), use this exact path to cancel.
- Go to www.cratejoy.com and log in with the email address you used to create your account.
- If you forgot your password, click "Forgot password" and reset it using the email link.
- Ensure you are logged into the correct account if you have multiple subscriptions.
- Click Subscriptions in your account menu (or dashboard).
- This shows all active subscriptions linked to your account.
- If you see no subscriptions listed, you may have subscribed through a different email or through an app store instead.
- Locate the specific subscription you want to cancel and click on it.
- Note the renewal date and the amount you will be charged on that date.
- If multiple boxes appear, select only the one you want to stop.
- Click Cancel subscription or Manage subscription, then select the cancel option.
- Cratejoy may ask you why you want to cancel; this is optional feedback and does not affect the cancellation.
- Do not close the browser or leave the page before you see a cancellation confirmation.
- Wait for a confirmation message on screen that says "Your subscription has been cancelled" or similar wording.
- Screenshot this confirmation immediately.
- The confirmation should include your subscription name, cancellation date, and the date the auto-renewal would have occurred.
- Check your email for a cancellation receipt from Cratejoy or the box creator.
- This receipt is your legal proof of cancellation.
- If you do not receive an email within 24 hours, contact support to confirm the cancellation went through.
Step-by-step: how to cancel if you subscribed through apple app store
If you started your Cratejoy subscription on an iPhone or iPad, Apple processes the auto-renewal, not Cratejoy. You must cancel through the App Store.
- Open the Settings app on your iPhone or iPad.
- On iOS 15.1 and later, tap Settings, then tap your Apple ID at the top.
- On older iOS versions, Settings may differ slightly.
- Tap Subscriptions.
- If you do not see Subscriptions, ensure you are logged into the correct Apple ID.
- Find the Cratejoy subscription (or the name of the box creator if listed separately) and tap it.
- App Store sometimes lists subscriptions under the creator's name rather than Cratejoy.
- Tap Cancel subscription or Edit subscription, then tap Cancel.
- Apple will ask you to confirm and may offer a discounted renewal; ignore this and proceed to cancel.
- Verify the cancellation is complete by returning to the Subscriptions menu.
- The subscription should show as "Expires on [date]" and will no longer renew after that date.
- Screenshot this confirmation.
- Inform Cratejoy support by email ([email protected]) that you have cancelled at the App Store level.
- Include a screenshot of the App Store cancellation confirmation.
- This step helps Cratejoy update their records and may speed up any future refund requests.
Step-by-step: how to cancel if you subscribed through google play
If you started your Cratejoy subscription on an Android device, Google Play handles the auto-renewal. Cancel through the Google Play Store on your phone or online.
- Open the Google Play Store app on your Android phone.
- Alternatively, visit play.google.com on a web browser.
- Tap your profile icon in the top right corner.
- On the web, click your profile picture or account circle.
- Tap Manage subscriptions (or Payments and subscriptions on the web).
- This shows all active Google Play subscriptions tied to your account.
- Find the Cratejoy subscription (or the box creator's name) and tap it.
- Google Play may list it under the merchant's own name if they have published the subscription directly.
- Tap Cancel subscription.
- Google will ask for a reason; this is optional.
- Proceed to cancel; do not select any renewal discount offer.
- Confirm the cancellation is complete by checking the subscription status.
- It should show "Cancelled" or "Expires on [date]".
- Screenshot this confirmation for your records.
- Email Cratejoy support ([email protected]) with evidence of the Google Play cancellation.
- Include the screenshot and the date you cancelled.
What happens immediately after you cancel
Once you cancel, Cratejoy will not process your next renewal charge on the scheduled renewal date. The subscription will remain active (meaning you can still access any digital content or pending shipments) until the renewal date arrives, but no new charge will be applied after that date.
If you have already paid for the next renewal cycle in advance, cancellation does not automatically refund that payment. You must request a refund separately through Cratejoy's support or the box creator, explaining that you cancelled before the next renewal. In practice, most creators will refund the upcoming cycle if you cancel before the charge processes, but some may retain the payment unless you dispute it.
Refund timelines and conditions
Under the Consumer Protection Act 1999, the merchant must refund any payment for goods or services you cancelled within fourteen days of purchase. If you cancel after fourteen days, refund eligibility depends on the creator's refund policy. Cratejoy's standard policy allows refunds for upcoming renewals if requested before the renewal date, but non-renewal fees or processing charges may be withheld. Yafee recommends contacting support in writing to request a refund and citing the Consumer Protection Act 1999 if the merchant initially refuses.
Addressing common mistakes before you cancel
Many Malaysian users unintentionally create cancellation problems by making a single choice incorrectly. The good news is that each mistake is preventable with the right checklist.
Mistake one: cancelling on the wrong platform
The most frequent error is cancelling on Cratejoy's website when your subscription actually renews through Apple or Google. In this scenario, the website cancellation has no effect on the app store's auto-renewal instruction. Cratejoy will show the subscription as cancelled in their system, but Apple or Google will continue charging you. To avoid this, locate your original subscription email and identify which platform displays "Apple", "Google Play", or "Cratejoy" as the merchant.
Mistake two: confusing cancellation with refund
Cancellation stops future charges; it does not automatically refund past charges or upcoming renewal cycles you have already paid for. If you cancelled but still want your money back for the next renewal, you must file a separate refund request. Yafee advises treating cancellation and refund as two independent actions.
Mistake three: not saving proof of cancellation
If Cratejoy charges you after you thought you cancelled, your only legal defense is proof that you requested cancellation. Screenshots of the confirmation message and the cancellation email receipt are your evidence. Without these, disputing the charge becomes significantly harder. Save every confirmation immediately to your phone or cloud storage.
What to do if Cratejoy charges you after cancellation
If your account is charged after you cancelled, act within thirty days to protect your refund claim.
Step one: request a refund from support
Email [email protected] with the subject line "Refund request for unauthorized charge after cancellation". Include your account email, the subscription name, the date you cancelled (with screenshot), the date you were charged, the amount charged, and the charge reference number from your bank statement. Yafee recommends sending this email from the same address you use for the Cratejoy account to verify your identity.
Step two: file a chargeback if support refuses
If Cratejoy does not respond within seven working days or refuses to refund, contact your bank or credit card company and request a chargeback. Provide the bank with your cancellation proof (screenshots) and the charge receipt. The bank will initiate a dispute on your behalf and may credit your account within fourteen days while they investigate.
Step three: escalate to the FMCA or MDTCCL if necessary
If the chargeback fails or you are unsure how to proceed, lodge a formal complaint with the Federation of Malaysian Consumers Associations (FMCA) or the Ministry of Domestic Trade and Cost of Living (MDTCCL). These agencies can compel Cratejoy or the box creator to refund your money and may impose fines for repeated violations of the Consumer Protection Act 1999. Yafee has helped thousands of consumers cancel subscriptions and recover unauthorised charges through this escalation path.
Checklist before you submit your cancellation
| Action | Why it matters | Status |
|---|---|---|
| Identify the subscription platform | Ensures you cancel on the correct channel (website, Apple, or Google) | [ ] Done |
| Write down your next renewal date | Confirms whether a charge is imminent | [ ] Done |
| Screenshot your subscription status page | Proof of the subscription before cancellation | [ ] Done |
| Prepare a refund request (if needed) | Speeds up refund processing if you want money back for the next cycle | [ ] Done |
| Complete the cancellation and screenshot the confirmation | Your legal proof if a dispute arises | [ ] Done |
| Save the cancellation email receipt | Additional evidence if Cratejoy charges you again | [ ] Done |
Deciding whether to cancel or keep your subscription
Before you cancel, assess whether the subscription still delivers value. Some Malaysian users cancel impulsively and later regret it, particularly if the box has sentimental value or the next shipment contains exclusive items.
| Reason to keep the subscription | Reason to cancel |
|---|---|
| You actively use or enjoy the box contents | You have not opened the last three boxes |
| The renewal cost fits your budget | The renewal cost has increased beyond what you can afford |
| You gifted the subscription and the recipient enjoys it | You gifted it and the recipient has not acknowledged it in three months |
| The next shipment includes exclusive items you want | You have accumulated duplicate items or unwanted products |
| You plan to use the contents within the next month | The boxes expire or deteriorate (food, cosmetics) before you use them |
| Cancelling early will cost more than the next renewal | Cancelling now avoids a charge you cannot dispute later |
Cancellation contact details and support channels
Cratejoy operates from the United States and does not maintain a Malaysia-specific support address. All cancellation requests must be submitted digitally.
Official support contact
Email: [email protected]
Website: www.cratejoy.com
Response time: Five to seven working days (may be longer during holidays)
Alternative escalation routes if support does not respond
Federation of Malaysian Consumers Associations (FMCA) - lodge a formal complaint if Cratejoy or the box creator refuses to cancel or refund. Contact: www.fmca.org.my or visit your nearest FMCA office.
Ministry of Domestic Trade and Cost of Living (MDTCCL) - report merchant violations of the Consumer Protection Act 1999. This agency has legal authority to compel refunds and suspend merchants.
Your bank or credit card issuer - request a chargeback if Cratejoy charges you after cancellation or if support refuses to refund within thirty days.
Yafee recommends documenting every step of your cancellation journey-from the initial request through the final confirmation-and keeping that documentation for at least six months. If a dispute arises, this paper trail is your strongest defense under Malaysian consumer law. Yafee has helped thousands of consumers cancel subscriptions across multiple platforms and secure refunds when merchants fail to honour their cancellation rights. Yafee's free cancellation guides provide step-by-step instructions for virtually every online service available in Malaysia, and Yafee's legal team can advise you on your next steps if you face resistance from a merchant.