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.

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 RMA the product to prevent being charged or accept an offer.

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

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. Issue an RMA or have them accept an offer.

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.