The cancellation functionality applies to NCE Subscriptions with Commercial NCE products and/or Public Sector NCE products.

Canceling NCE Subscriptions

For New Commerce Experience offers, partners can immediately cancel their subscription(s), from both the BSS and the Storefront, with a prorated refund within the first 7 days for any term (proration calculated based on hourly rate) and on renewal of the subscription.
Therefore, purchased NCE subscriptions may be returned within 24 hours of purchase time for a full refund, while partial returns are applicable for cancellations of up to 7 days (168 hours) since purchase or renewal time.

After the 7 day (168 hours) period, cancellation is no longer available. The partner will be billed for the entire term, even if the customer stops paying for or using the subscription (applicable to any billing plan).

When a cancellation is complete, the customer will immediately lose access to the service, the service can’t be restored, and the state of the subscription will be nonrecoverable.

Upon subscription renewal, partners will get another 7-day (168 hours) cancellation window to cancel their subscription for a prorated refund.

Calculation of Cancellation Timeframe

Microsoft set the cancellation timeframe of 7 days to be calculated based on the hourly rate. Our systems also calculates the 7 days period based on an hourly rate. This is because we are in full alignment with Microsoft’s hour rate calculation of the cancellation timeframe since the introduction of the latest Cancellation Refund Policy that is applied to almost all product types.
However, the NCE product type, has its cancellation refund policy enforced, and locked by default, to the daily rate. For an example of how the refund calculation works on a canceled NCE service, please check the Cancellation Refund Policy | Full Cancellation Example for Refund Based on Hours page.

Cancellation Requests Submitted After the Cancellation Timeframe

A cancelation for an NCE subscription is done by communicating with Microsoft’s API, and depending on the API return, the cancelation proceeds or not. By design, a cancelation request can be submitted even if it is outside of the cancelation window, but it will get refused by Microsoft’s API. As a result, two new records will appear in the subscription’s history section, indicating that the cancellation request was canceled by Microsoft. For more information, please check the Canceling NCE Subscriptions | Subscription History Logs On Cancellation Requests section.

Cancellation of NCE Subscriptions via BSS

To cancel an NCE subscription via BSS, all you have to do is click on the Cancel button, located under the Shortcuts menu of the subscription, and proceed with the overall cancellation process as usual. You can also notice on the upper part of the NCE subscription a convenient informative ribbon indicating the date and time until the cancellation of the subscription is possible. This ribbon is displayed exactly as it appears on the Microsoft Partner Center (in the Partner Center timezone). When the cancellation is still available, then the color of the ribbon is blue, whereas if the cancellation is not available, the color of the ribbon changes to orange, as is visible from the screenshot below.

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Cancellation outside the 7-day window is not possible. Suppose a BSS user tries to cancel an NCE subscription or a number of NCE licenses from a subscription outside the 7-day window. In that case, our check mechanism will stop the cancellation action and will display the following error message:

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The subscription remains as-is, while its synchronization status and subscription status remain the same.

You can also check the following video on canceling NCE subscriptions in the BSS platform.

Cancellation of NCE Subscriptions via Storefront

The Storefront user can cancel an NCE subscription either as a whole or partially. By selecting the I want to… button and choosing the Cancel the subscription option available on an NCE subscription, a new popup will appear, informing them of the number of seats they are about to cancel.

Since the Storefront user can cancel either the whole NCE subscription or just decrease seats, the seat number is available for edits. Still, the effectiveness of the action is immediate and cannot be edited, currently.

Once the cancellation is successful, the following message is displayed:

Failure of Cancellation

In case the subscription cancellation does not go through because the cancellation is no longer available (7 days have passed since subscription creation), the following message is displayed on the upper right part of the page.

Right now, by default, the cancellation requests of NCE subscriptions get executed automatically. However, when the BSS user changes this on the NCE product type (from the BSS setup), the cancellation requests get created for the BSS user to accept. In this case, the BSS user can view the NCE subscriptions with pending cancellation requests from the Pending Subscription Cancellation Requests widget on the BSS dashboard.

Cancellation View in Storefront

The Storefront user has a view of when the full cancellation of their NCE subscription is due, via the view page of the NCE subscription, under the Cancel until: title. The same date and time appear on Microsoft Partner Center (in the time zone of the Storefront user).

Note that if the Cancel until (cancellation end date) has passed, the date and time appear in red.

Subscription History Logs On Cancellation Requests

When a cancellation request is sent to Microsoft for approval, there are two possible cases.

1. The cancellation request is accepted by Microsoft within the cancellation window, and as a result, the actual cancellation is completed.

2. The cancellation request is not accepted by Microsoft, meaning that it is outside the cancellation window, and as a result, the actual cancellation is canceled.

In both those cases mentioned above, the subscription History section, also known as the Notification & Updates section, found inside the subscription view page in BSS, logs both cases.

• In the first case, where the cancellation request is accepted by Microsoft, the History log will display a similar result as the one in the following screenshot.

  As a result, one new record will appear in the subscription’s History section, indicating that Microsoft accepted the cancellation request, which means that the cancellation is also executed in our systems.
  
  

• In the second case, where the cancellation request is rejected by Microsoft, the History log will display a similar result as the one in the following screenshot.

  As a result, two new records will appear in the subscription’s History section indicating that Microsoft canceled the cancellation request, which means that the cancellation is neither executed in our systems nor in Microsoft.

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