Dial Customer Solutions Internal CS Wiki

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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 – You will need to update the **REBILL DATE** for the specific product date to be **“0”** on the online excel sheet. .

===== 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]].

1. Update the Step 1, 2 and or 3 **Rebill Date** to 1 month in the future

2.  Set the **Next Bill Date** to __1 month__ in the future and click **Update Purchase**.

3.  Click **Cancel Subscription**. Set the **Reason**. Set **Schedule For** to //**Next Successful Billing**//. Click **Submit Cancel**.

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.

1.  From the **Continuity** tab, click on the **Purchase** name you wish to cancel.

2.  Click **Cancel Subscription**. Set the **Reason**. Set **Schedule For** to //**NOW**//. Click **Submit Cancel**.

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