How do I properly cancel or downgrade customers to avoid issuing a credit or refund?

Cancel or Downgrade Product: No Refund via UI

1. Click on the subscription you want to change.
2. Click on the Amendment button.                                        
3. Enter in an Amendment Name, Change Description (optional).
4. Select Remove Product from the Amendment Type drop down, and click Save.                                                                                                             
5. Using the Select Product drop down, choose the product you want to remove and click Save.                          
6. Click the Contract effective button, enter a Contract effective Date and click Save.
   • The contract effective date should be set to the date you want the cancellation or downgrade to take effect.
   • In order to ensure no proration this should be the first day of the next invoice period or the first day of the next term, depending on if you want to cancel or downgrade at the end of the last invoice period or end of term.
   • In this example the current invoice period for this product extends from 10/01/2011-10/31/2011 and the next invoice period for this product begins on 11/01/2001, so we set the contract effective date to 11/01/2001.                              
7. If you have Service Activation and Customer Acceptance dates enabled then click the Service Activation button, enter the Service Activation Date and click Save, then click the Customer Acceptance button, enter the Customer Acceptance Date and click Save..
8. If you are performing a downgrade, execute an Add Product amendement using the same dates as the Remove Product amendment, which will make the new product effective the first day of the next invoice period or term.
9. When a bill run is executed with a target date greater than the Contract effective/Service activation/Customer acceptance Date  and outstanding charges for the removed product will be invoiced (if applicable) and there will be no credits, refunds or prorations for existing charges related to the removed product.
   • Note: You may cancel the remove product amendment if the subscription has not been invoiced through the Contract effective/Service activation/Customer acceptance Date. Once an invoice has been generated through that date it is not possible to delete the cancellation.

Cancel or Downgrade Product: No refund via API

Refer to the API Documentation for Removing a Product  and follow the instructions based on your WSDL version. 

You must set the ContractEffectiveDate and EffectiveDate fields (and also the ServiceActivationDate and CustomerAcceptanceDate fields if enabled) to the correct date to ensure there are no refunds, credits or prorations.

• The contract effective, effective, service activation and customer acceptance dates should be set to the date you want the cancellation or downgrade to take effect.
• In order to ensure no proration this should be the first day of the next invoice period or the first day of the next term, depending on if you want to cancel or downgrade at the end of the last invoice period or end of term.
• If the current invoice period for the product extends from 10/01/2011-10/31/2011 and the next invoice period for this product begins on 11/01/2001, set the contract effective date to 11/01/2001.       

If you are performing a downgrade, then also follow the Adding a Product instructions using the date used in the Removing a Product amendment.

Cancel Subscription: No Refund via UI

1. Click on the subscription you want to cancel.
2. Click on the cancel button.                                                                                                                                        
3. In the pop up window, enter in the Contract Effective Date.
   • Note: This is not the same as the Cancellation Effective Date and won't create the cancellation. It can be used to represent the date the cancellation was requested or executed, the cancellation date, or another business specific date related to the cancellation, however the Cancellation Date set in the next step is the date the cancellation will take effect.
4. In the Cancellation Effective Date pull-down menu, select End of Current Term -- mm/dd/yyyy or End of Last Invoice Period --- mm/dd/yyyy. This will automatically set the Cancellation Date to align with the end of the subscription term or end of last invoice period.
   • If you have evergreen subscriptions you will only see End of Last Invoice Period and if there are no more invoice periods left in the current term you will only see End of Current Term.
   • If you choose End of Term and there are more invoice periods in the term the subscription will continue to invoice until the term is finished.
   • If you choose End of Last Invoice Period then the next invoice will be the last invoice and contain all outstanding final charges (if any exist).                                                                                                                                     
5. Click the save button. The subscription is now cancelled. 

6. Execute a bill run with a target date greater than the cancellation date to generate a final invoice for any outstanding charges and there will be no credits, refunds or prorations for the existing charges.
   • Note: You may cancel the cancellation amendment if the subscription has not been invoiced through the cancellation date. Once an invoice has been generated through the cancellation date it is not possible to delete the cancellation.

Cancel Subscription: No Refund via API

Please refer to the API Documentation for Cancelling a Subscription and follow the instructions based on your WSDL version. 

It is imperative that you set the ContractEffectiveDate and EffectiveDate fields (and also the SerivceActivationDate and CustomerAcceptanceDate fields if enaled) to the correct date to ensure there are no refunds, credits or prorations.

• The contract effective, effective, service activation and customer acceptance dates should be set to the date you want the cancellation or downgrade to take effect.
• In order to ensure no proration this should be the first day of the next invoice period or the first day of the next term, depending on if you want to cancel or downgrade at the end of the last invoice period or end of term.
• If the current invoice period for the product extends from 10/01/2011-10/31/2011 and the next invoice period for this product begins on 11/01/2001, set the contract effective date to 11/01/2001.