Managing Cancellation Requests
This page explains how you can review and accept or reject your customer's cancellation request submitted from the Storefront.
Cancellation Request Details
To manage a cancellation request for a subscription/add-on, you have to either utilize the aforementioned BSS Dashboard widget or navigate to BSS > Billing > Subscriptions and locate the related subscription.
On the top, you will now have available a new ribbon that will inform you about a pending request with some basic details of the subscription/add-on to be canceled, the user that submitted the request, and the date of the cancellation request.
By clicking on the "View Request" button, a pop-up window appears where you can witness the full details of the cancellation request along with the options to handle it. For example, for subscription cancellation with immediate effect, the pop-up will be the following.
The subsequent information is displayed according to whether the cancellation request is for a subscription or an add-on:
Subscription Request
Submitted by: The storefront user who made the request.
Submission Date: The date and time that the cancellation request was made.
Cancel: The quantity and the subscription that is requested to be canceled, along with the cancellation execution type (either “Immediate” or “End of Billing Period“).
Cancellation Instructions: The extra information that the customer will include in the cancellation request under the "Comments Section".
Send Confirmation Email: If this checkbox is enabled, one of the related system notifications will be dispatched after your actions.
Add-ons Requests
Submitted by: The storefront user who made the request.
Submission Date: The date and time that the cancellation request was made.
Add-ons for Cancelling: The quantity and the add-on that is requested to be canceled, along with the cancellation execution type (either “Immediate” or “End of Billing Period“).
Cancellation Instructions: The extra information that the customer will include in the cancellation request under the "Comments Section".
Send Confirmation Email: If this checkbox is enabled, one of the related system notifications will be dispatched after your actions.
Managing Cancellation Request with Immediate Effect
You can handle a cancellation request with immediate effect in 3 different ways:
Cancel Subscription or Add-on: If you select this option, the cancellation will open up a pop-up form for defining the cancellation date.
Ignore: By selecting this option, the cancellation request is ignored, and the subscription or add-on will remain active with the current quantity.
Close: Close the popup window, and the cancellation request remains pending for review.
For immediate requests, our platform gives the BSS user the flexibility to define the cancellation date. You can find more details in the following paragraphs.
Accept a Subscription Cancellation Request
If you select to cancel the subscription, a pop-up will be displayed for defining the cancellation date. You can select any cancellation within the subscription’s current billing cycle.
If you select a past date, the subscription will be canceled immediately, and any credit charges will be calculated from the cancellation date.
If you select a date in the future, the subscription changes status to “pending for cancellation,” and the cancellation will be executed on the selected date.
Accept an Addon Cancellation Request
If you select to cancel the add-on licenses the customer requested, a pop-up will be displayed for defining the cancellation date. The options you have are the following:
Immediate. The add-on licenses will be canceled immediately, and any credit charges will be calculated from the cancellation date.
Specific Date. You can select any past date within the current billing cycle. If you select any future date, the system will display an error message, and it will not allow you to continue.
End of Billing Period. The system will schedule to cancel the add-on licenses for the end of the current billing cycle by selecting this option. A ribbon will be visible on the subscription details page for this scheduled action. You can revoke this action any time until the end of the billing period by selecting the “Revoke Quantity Change” action.
Managing Cancellation Requests with Effect at the End of the Billing Cycle
You can handle a cancellation request with effect at the end of the Billing Cycle in 3 different ways:
Cancel Subscription or Add-on: If you select this option, the cancellation will open up a pop-up form for confirming the cancellation.
Ignore: By selecting this option, the cancellation request is ignored, and the subscription or add-on will remain active with the current quantity.
Close: Close the popup window, and the cancellation request remains pending for review.
Accept a Subscription Cancellation Request
If you select to cancel the subscription, a pop-up will be displayed to confirm the cancellation's execution. Upon accepting the request, the status of the subscription will change to “Pending for Cancel”.
Accept an Addon Cancellation Request
If you select to cancel the subscription, a pop-up will be displayed to confirm the cancellation's execution. Upon accepting the request, the system will cancel the add-on licenses for the end of the current billing cycle. A ribbon will be visible on the subscription details page for this scheduled action. You can revoke this action any time until the end of the billing period by selecting the “Revoke Quantity Change” action.