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--- howto:cancel [2025/09/16 16:22]
216.73.216.115 old revision restored (2025/07/04 15:46)
+++ howto:cancel [2025/09/16 22:04] (current)
216.73.216.115 old revision restored (2025/09/16 16:36)
@@ Line 1: / Line 1: @@
 ====== 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.
+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:
-Click the **Continuity** tab in the CRM. The **Status** will be //**Trial**// until it expires and flips to //**Active**//.
+https://docs.google.com/spreadsheets/d/1-QL4VkuJgOvn3mS7sD4fie1zjsVbfXqeuorqRTyJb9Y/edit#gid=494181682
-{{:howto:trial_status.png|}}
+After a trial has expired. To cancel any further billing of a Product – 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 =====
@@ Line 13: / Line 15: @@
 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.
+. 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.
-{{:howto:cancel_purchase.png|}}
-.  Set the **Next Bill Date** to __1 month__ in the future and click **Update Purchase**.
-{{:howto:extend_trial.png|}}
+. Update the Step 1, 2 and or 3 **Rebill Datse** to 1 month in the future
-.  Click **Cancel Subscription**. Set the **Reason**. Set **Schedule For** to //**Next Successful Billing**//. Click **Submit Cancel**.
+{{:howto:Picture2.png|}}
-{{: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]].
@@ Line 29: / Line 26: @@
 ===== 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.
+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.
-.  From the **Continuity** tab, click on the **Purchase** name you wish to cancel.
+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.
-{{:howto:cancel_purchase.png|}}
+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.
-.  Click **Cancel Subscription**. Set the **Reason**. Set **Schedule For** to //**NOW**//. Click **Submit Cancel**.
-{{:howto:cancel_subscription_2.png|}}
+{{:howto:picture1.png |}}

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