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--- howto:cancel [2025/05/25 23:45]
20.171.207.86 old revision restored (2024/09/12 18:29)
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-====== How to cancel a subscription ======
-The process to cancel is different depending on whether the customer is on a Trial.  You will need to repeat these steps for each separate product.
-Click the **Continuity** tab in the CRM. The **Status** will be //**Trial**// until it expires and flips to //**Active**//.
-{{:howto:trial_status.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]].
-.  From the **Continuity** tab, click on the **Purchase** name you wish to cancel.
-{{:howto:cancel_purchase.png|}}
-.  Set the **Next Bill Date** to __1 month__ in the future and click **Update Purchase**.
-{{:howto:extend_trial.png|}}
-.  Click **Cancel Subscription**. Set the **Reason**. Set **Schedule For** to //**Next Successful Billing**//. Click **Submit Cancel**.
-{{:howto:cancel_subscription.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 =====
-The customer has already been charged for their first month so you can cancel immediately and there will be no further charges.
-.  From the **Continuity** tab, click on the **Purchase** name you wish to cancel.
-{{:howto:cancel_purchase.png|}}
-.  Click **Cancel Subscription**. Set the **Reason**. Set **Schedule For** to //**NOW**//. Click **Submit Cancel**.
-{{:howto:cancel_subscription_2.png|}}

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