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Summary / TL:DR: This article will show you how to cancel a subscription in billing suspension.
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If a customer signs up for a subscription and their payment is declined, the subscription will go into a billing suspension status. If the customer contacts and wishes to stop receiving notifications to pay for the open invoice, use these instructions to cancel the subscription to stop these notifications. |
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These instructions require you to have a control group open. For more on control groups, go here. |
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How to Cancel a Subscription in Billing Suspend
From the Customer Service ribbon, navigate to Customer Activity
Select the subscription you want to cancel and then select Subscription Modification
The Choose Modification Operation box will appear, enter CUS for Customer Request Cancel and click OK
The Customer Cancel Modification dialog box will appear, click Next
Complete the following fields:
Service Reason | Enter the Service Reason. |
Issues to Credit | Enter the Credit that reflect the total issues. |
Apply to Order | This will fill in with the original order number. |
No Cancellation Fee | Mark this to ensure the entire invoice is cancelled. |
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The Cancel All Terms box will be checked automatically. If you are cancelling a future term that is in billing suspension and the customer would like the current term to remain active, ensure this box is not checked. |
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6. Click OK
7. The Order Recap Display will appear,
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click Close
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Wrap up |
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Still need help? We know this can be frustrating. To get further help please open a Support ticket. |
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