Defining the Cancellation Policy per Product Type
On this page, we analyze how you can determine the cancellation policy by product type, which is explicitly related to the subscriptions and add-ons in your Storefront since that policy dictates when the cancellation will be executed automatically or not.
Defining Automatic vs. Requested Cancellation Executions
In the Storefront, a user can cancel subscriptions and add-ons. When such action occurs, the cancellation can be either automatically executed, or a cancellation request will be dispatched to the BSS for manual approval or rejection.
The two configuration options that govern the execution type of a cancellation, for subscriptions and add-ons, are Product Type related and are located inside the BSS > Setup > System Options > Billing > Products > Product Types > Product Type Details page, under the “Customer Request” options.
The “Automatic execution of add-ons cancellation requests“ option, if enabled, is responsible for automatically executing the cancellations for add-ons. Otherwise, if disabled, the cancellation execution raises a BSS request for manual approval or rejection.
The “Automatic execution of subscription cancellation requests“ option, if enabled, is responsible for automatically executing the cancellations for subscriptions. Otherwise, if disabled, the cancellation execution raises a BSS request for manual approval or rejection.
Consequently, when a product subscription or an add-on of a given product type is requested for cancellation in the Storefront, the execution type of the cancellation is governed by the state of two aforementioned options of that product type.
Automatic Cancellation Execution Based on Amount
Since BSS users may need to separate by a specific amount the cancelation requests received from the Storefront that will be executed automatically, we are introducing the choice of applying a specific amount of automatically executed cancellations of subscriptions and/or add-ons per product type. Therefore, on a product type that the Customer Request configuration options are available, the BSS admin user can set as true or false the following two (Automatic execution) checkbox options regarding the cancelation requests, and then proceed with filling in the preferred amount of automatically executed cancellation requests under the section Automatic Cancellation Limit.
The amount changes are applied only on the 2nd and 3rd checkbox options, namely:
Automatic execution of add-ons cancellation requests
Automatic execution of subscription cancellation requests
Enabling & Configuring the Automatic Cancellation Limit
When either one or both of the 2nd and 3rd Customer Request checkboxes are enabled, the Automatic Cancellation Limit section appears exactly under the Customer Request options.
Automatic Cancellation Limit is the section of the Product Type Details page where the BSS user can define up to which amount the cancellations will be executed automatically. Cancellations above the defined limit will be treated as cancellation requests and you will be asked to accept them or reject them.
Automatic Cancellation Limit Options
After enabling one of the Automatic execution checkbox options, the new section named Automatic Cancellation Limit appears and has two main options for setting it up.
The first option called Currency consists of a drop-down menu where the BSS user can select one of the available Organization currencies for which the specified amount will apply the limit.
The second option called Amount consists of a numeric field where the BSS user can fill in the preferred amount of the specific currency they wish to apply the limit. The subscription currency is always the base currency of the account meaning that the cancellation limits you will define in this section should be for accounts base currencies and not for accounts transaction currencies.
Furthermore, the plus icon serves as the button to add more than one Automatic Cancellation Limit for different/more currencies, whereas the delete icon serves as the button to delete any row of additional Automatic Cancellation Limits that you may have setup. Before clicking on the plus icon you need to make sure that both fields (Currency & Amount) are filled in, otherwise, no new row will be created and an error message will appear informing you of the empty field(s). Nonetheless, the delete icon is available on every previous row.
Automatic Cancellation Limit on Full or Partial Cancellations
The automatic cancellation limit concerning the full or partial cancellation is summed up under the following three points.
During the full cancellation of subscriptions, the Amount is considered as the full amount of the subscription.
During the partial cancelation of subscriptions, the Amount is the final unit price of the product, multiplied by the quantity. Please note that the final unit price of the product includes the applied discounts.
During the cancellation of add-ons, the Amount is the final unit price of the add-on, multiplied by the quantity. Please note that the final unit price of add-ons does not include promotions.
(The add-on cancellation, either partial or in full, applies to each add-on individually. That is, if a user cancels more than one add-on at the same time, the amount limit concerns each add-on separately and not their sum.)
Automatic Cancellation Limit on Discounts
The automatic cancellation limit concerning the discounts such as volume discounts, promotions, user-defined discounts, and pricelists having discounts is summed up under the following four points.
For volume discounts:
Full Cancellation: The limit is calculated by taking into account the discount for both scale and continuous modes.
Partial Cancellation: The limit is calculated by taking into account the discount in relation to whether the volume discount is in continuous mode or scale mode.
For promotions:
Full Cancellation: The limit is calculated based on the amount along with the discount.
Partial cancellation: The limit is calculated based on the amount along with the discount.
For products within a price list: The limit is calculated by taking into account the discount.
For products with a user-defined discount: The limit is calculated by taking into account the discount.
Automatic Cancellation Limits concerning Tenant Resellers
Automatic Cancellation Limits are not transferred currently to tenant resellers through the respective price list(s). Therefore, tenant resellers will be able to change the limits according to their needs.
Automatic Cancellation Limits concerning Bundle Products
Automatic Cancellation Limits are not yet available for bundle products but in the upcoming releases, the bundles will also be handled.