Occasionally a customers order may result in a payment failure. If the customer decides not to continue with the service the agreement should be canceled to prevent any further billing notifications being sent out.
These instructions require you to have a control group open. For more on control groups, go here.
How To Cancel an Agreement in Billing Suspend
From the Customer Service ribbon, navigate to Customer Activity
Select the agreement that is in billing suspend status you want to cancel and click Cancel Agreement
You may also cancel Future Terms for the billing suspended agreement here as well using the Cancel Agreement button on the Renewal Future Terms tab on the Customer Activity Screen.
The Agreement Cancellation dialog box will appear. Complete the following fields:
Credit Reason*
Enter C-BSUS (Billing Suspend)
Cancellation Fee
This option will be grayed out to close off the unpaid invoice.
Application Options
Select 'Refund Entire Credit' this will ensure the whole invoice is closed out
Any other option could result in the customer still receiving notices and a B status agreement.
Term # Cancellation Settings
Select 'Reserve Entire Term' Advantage knows we have not received the payment so by default only lets us use this option.
Future Term Cancellation Settings
This option should not be checked unless the customer does want the current and all future terms cancelled. As a default it should be unchecked.
