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titleJump to Video Demonstration: How to Cancel a Subscription in Billing Suspend
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urlhttps://wiki.14west.us/display/ADVSUPPORT/Cancel+Billing+Suspended+Subscription#CancelBillingSuspendedSubscription-video

Summary / TL:DR: This article will show you how to cancel a subscription in billing suspension.

Info

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.

Warning

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

  1. From the Customer Service ribbon, navigate to Customer Activity 

  2. Select the subscription you want to cancel and then select Subscription Modification

  3. The Choose Modification Operation box will appear, enter CUS for Customer Request Cancel and click OK

  4. The Customer Cancel Modification dialog box will appear, click Next

  5. Complete the following fields:

Service Reason

Enter the Service Reason.

Issues to Credit

Enter the Credit that reflect the total issues.

Apply to Order

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Enter with the original order number.

No Cancellation Fee

Mark this to ensure the entire invoice is cancelled.

Info

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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Tip

Wrap up

Info

Still need help?

We know this can be frustrating. To get further help please open a Support ticket.

Click here to open a ticket

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