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--- howto:cancel [2025/05/21 10:45]
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-====== How to cancel a subscription ======
-The process to cancel is different depending on whether the customers Trial has expired. Changes will need to be entered into an online spreadsheet. This document can be accessed here:
-https://docs.google.com/spreadsheets/d/1-QL4VkuJgOvn3mS7sD4fie1zjsVbfXqeuorqRTyJb9Y/edit#gid=494181682
-To cancel any further billing of a Product after a trial has expired. – You will need to update the **REBILL DATE** for each specific product date to be **“0”** on the online excel sheet. You will need to do this for **EACH PRODUCT SUBSCRIPTION**.
-For example if the customer ordered STEP 1, STEP 2 and STEP 3 there would need to be THREE entries in the google doc. You must always put the Order Number of the **MOST RECENT TRANSACTION**
-{{:howto:Picture1.png|}}
-===== If the customer is currently in the Trial =====
-__IMPORTANT__: At this point, the customer has not paid for their product. They need their subscription to be cancelled //after// the next bill date.
-The customer has the option to [[howto:rma|RMA the product]] to prevent being charged or [[general:making_offers|accept an offer]].
-. In this case there is only ONE ORDER NUMBER that has been generated in Konnektive therefore you will only need to make ONE ENTRY in the online cancel sheet.
-. Update the Step 1, 2 and or 3 **Rebill Datse** to 1 month in the future
-{{:howto:Picture2.png|}}
-Inform the customer that they have 15 days to return the product. [[howto:rma|Issue an RMA]] or [[general:making_offers|have them accept an offer]].
-===== If the customer is no longer in the Trial =====
-In this case the customer has already been charged for their first month or any future shipment. They would like to cancel all further shipments.
-To cancel any further billing of a Product – You will need to add an entry in the online google cancellation sheet using the **THE MOST RECENT TRANSACTION** FOR THAT PRODUCT.
-You will then need to update the **REBILL DATE TO BE “0”** on the excel sheet. Remember you **MUST** put an entry for **EACH PRODUCT SUBSCRIPTION** you are looking to cancel.
-{{:howto:picture1.png |}}

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