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. .

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

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.