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 **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**

===== 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. 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.

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

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.

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