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How do I undo a change made to a subscription (delete an amendment)?

Last modified 17:17, 22 Apr 2013

Overview

Hey, it's ok.  Everybody makes mistakes.  Zuora makes it easy to unwind them.

If you change a subscription via an amendment and then realize that you made a mistake, it is easy to delete that amendment and roll back the subscription to its original state.

You might want to delete an amendment if you simply made a typo while entering its details. Or, you might delete an amendment if the customer changes his mind immediately after requesting an amendment.

Steps Involved

The easiest way to delete an amendment is via the Zuora UI. Here are the steps involved:

  1. Log in to Zuora with your user name and password.
  2. In the left navigation pane, use the Subscriptions link to navigate to the customer subscription whose amendment you wish to delete.  Click on the View link for that subscription to bring up its details.
  3. In the Basic Information section of the subscription details, you will see a line for Version. Immediately before the latest version number for this subscription, you will see a link to the amendment that created it. This link will probably have a format such as A-AM00000046.

    amendment versions.jpg

    Click on that amendment link to drill into its details. Because amendments represent a sequential set of changes to a subscription, Zuora only allows you to delete the last amendment made to a subscription.
icon_note.gifNote: Each time a subscription is amended, a new version of the subscription is created.  Every amendment made to a subscription is automatically displayed in this "Version" line, thereby providing a convenient way for you to view the entire lifecycle of a subscription.
  1. On the resulting detail page for the amendment, click the "delete" button in the top right corner of the page:

    amendment_detail.jpg

    Once an invoice has been generated for an amended subscription, Zuora will no longer allow you to delete that amendment.  If you attempt to delete an amendment that has already been invoiced, Zuora will pop-up an error message signaling that the action cannot be completed.

You can also use the delete() API call on an Amendment object to delete the latest amendment made to a subscription, again presuming that an invoice has yet to be generated for that amended subscription.

A Word of Caution

Because this action completely removes all traces of the amendment within your Zuora tenant, you want to use it judiciously.

Let's suppose a customer adds twenty-five user seats to his subscription and then calls you five minutes later to change his mind.  In this case, deleting the amendment makes sense.

On the other hand, suppose that on January 6, a customer adds five user seats to his subscription via an amendment.  On January 12, he then calls to add seven more seats.  In this case, you do not want to delete the original amendment and add another one for twelve seats total.  Instead, you should keep the original amendment and simply add a second amendment for the additional seven seats.  With a second amendment, the next invoice for that customer will properly reflect the business interaction you had with him -- i.e., it will calculate a prorated charge for the five additional users starting on January 6, followed by a prorated charge for seven additional users starting on January 12.

Related

Topics
Subscription and Amendment Dates
Subscriptions
When creating subscriptions in Z-Billing, you are setting up the orders that your customers have placed. Generally, subscriptions refer to orders for products or services that have recurring charges (for example, flat fee per month, quarterly per unit charge, or usage-based charges such as the number of minutes used on a cell phone plan). Subscription charges can also include one-time charges (for example, an activation fee). Once a subscription has been created, you can make changes (amendments) to it, and you can also cancel it.
Viewing a Subscription
Each subscription contains important information about the order that a customer has placed, such as the charges for products or services. A subscription also includes the terms and conditions for when the charges are billed. When you view an individual subscription, you will see the following information. Subscription Information To view an individual subscription, access Subscriptions and select any subscription. This takes you to a page with detailed information about that subscription. The customer name and subscription number are displayed at the top of an individual subscription page. Field Description Subscription Number A unique identifier for the subscription. It is also referred to as the subscription code. For example: A-S00000080 If you are creating a subscription in the Zuora user interface, Zuora creates a number automatically. You cannot change the subscription number after creating the subscription.  Customer Name This is the name of the customer account (also referred to as a billing account) that is subscribing to your products or services. Status A subscription can be Active, Pending, Expired, or Cancelled. Initial Term The initial duration of your subscription, in number of months. Renewal Term The number of months your subscription be renewed for after the initial term ends. Autorenew Indicates whether a subscription is set to automatically renew at the end of its term. When the initial term for a subscription is over, and if Autorenew is set to true, the subscription will automatically renew. Your customer will continue to be billed for the number of months specified by the renewal term. If you set Autorenew to false, the subscription will expire after the initial term is over. Your customer will not be billed beyond the initial term. Notes This contains notes about your subscription. Version Zuora automatically generates a version number when you make a change to the subscription. Click the link to view more information about changes made to the current subscription. Pending Amendments This indicates whether amendments are pending (whether an amendment has been submitted but not yet executed.) Change History This field contains information about the latest changes made to the subscription. Additional Fields Click Additional Fields to edit the Subscription Number (or it will be auto-generated) or the Term Start Date (if the term start date is different from the contract effective date). By default, the billing term starts when the contract becomes effective, which is set when saving the subscription. However, you can enter a different term start date, if required. Customer Acceptance Date This is the date on which your customer accepted your subscription's products or services. See Dates in Zuora for more information about using subscription dates. Contract Effective Date This is the date on which your subscription, or contract, is effective. Products Each subscription is for products or services that you have sold. See Product Catalog for more information about setting up your subscription products. Rate Plans Each of your subscription products or services has a rate plan which describes how you are charging your product. See Creating a Product Rate Plan for more information. Subscription List and Expanded Views When you access the Subscriptions module, use the following tabs to view the list of subscriptions: Expanded View is the default view that shows an image of the customer account and account name, along with the subscription number, CMRR (Contracted MRR), contract effective date, next renewal date, current term, renewal term, and the status of the subscription(active, canceled, draft, pending activation, or pending acceptance). From this view, click view to view the subscription in detail or delete to delete the subscription. List View is a more condensed view that shows the subscription number, status (active, canceled, draft, pending activation, or pending acceptance), account name, along with the subscription CMRR (Contracted MRR), current term, renewal term, contract effective date, and version. Use the Action column to delete the subscription. Click a column header to sort the column for enhanced search capability. Click the subscription number in either Expanded or List view to see detailed information about a specific subscription. Subscription Views Use the Subscription Views area (located in the upper-right of the Subscriptions page) to quickly see the status of your subscriptions, and view subscriptions by status. Subscription Statuses The subscription view makes it easy for you to take action on a specific group of subscriptions by clicking the applicable status link, which will open a page that contains only the subscription with that status. For example, click the Expired Subscriptions link to view all expired subscriptions in order to extend the subscription term, renew the subscription, or cancel the subscription. You can sort by the following subscription statuses.   Status Description Draft Subscriptions in draft status are in-process and have not been activated. Pending Activation Subscriptions pending activation require an activation date be set in order to activate the subscription. Pending Acceptance Subscriptions pending acceptance require a customer acceptance date be set in order to activate the subscription. Active Active subscriptions have all the required subscription dates set and will be billed when the triggering conditions are met. See Active Status Subtypes, below, for more information. Cancelled Subscriptions that are cancelled may or may not continue to be billed based on the cancellation date. For example, if today is January 15th and a customer notifies you of his desire to cancel his service at the end of February, you can immediately set the subscription to canceled status in Z-Billing with a cancellation date of February 28th. The customer will continue to be billed for this subscription through February 28th. Active Status Subtypes In addition, the Zuora web application (UI) displays two types of Active subscriptions: Within a term: Subscriptions that have not reached the end of their term.  Out of term: Subscriptions that still have an Active status but have reached the end of their term are considered "Out of Term," but remain Active. You can renew the subscriptions or cancel them manually or automatically. If you are using the Zuora API and want to find all active subscriptions that are still in the term, you must specify an additional query condition, querying for all subscriptions with a term end date that is greater than or equal to the current date.  Subscription Status Cases The following are common questions about subscription statuses: What happens to both status when a Termed Subscription is not renewed?  Nothing. The subscription status remains active, even if it is not renewed. What is the status of a previous version of a subscription where the contract effective date on the new version has not been eclipsed yet? The status of  previous versions is "Expired." Regardless of dates, the previous versions of the subscription will always be "Expired" and the latest will always be "Active."  The "Expired" status does not indicate that a subscription has ended. In Zuora, the "Expired" status is used to identify old versions of a subscription. Zuora creates a new version of a subscription every time that you create an amendment for that subscription. What is the status of the current version of a subscription where the contract effective date has not been eclipsed yet? The subscription status is "Active," as long as the dates are set. Subscription Charge Display In the subscription, under Product & Charges, you can view your charges grouped by product, trigger condition, or key statistics. You can also view the date in which the charge was invoiced through and the history for that charge. Products & Charges Options Use the Products & Charges area to view subscription information by product, by triggering condition, or by key statistics. View By Product This is the standard view and the default view in the system. View By Triggering Condition Viewing your charges by triggering condition is helpful if, for example, you have a setup fee that is triggered immediately on the contract effective date as well as a recurring fee that is triggered off of the service activation date. See Triggering Conditions for more information. View By Key Statistics This view allows you to see your charges by MRR (Monthly Recurring Revenue) and TCV (Total Contract Value) at the charge level. The Invoice Through Date column displays the last day of the service period for the charge on the most recent invoice. If the charge has not been invoiced, the field will be blank and no date will be displayed. In the History column, click the icon to view the history for any given charge within a subscription. This is where you can see any amendments that have been made to a subscription, with each segment representing a version of the subscription. For example, if a charge has been updated via an amendment to increase the price from $2 to $4, the history will show two charge segments: the first charge segment will show a value of $2 and the second charge segment will show a value of $4.  Configuring Your Subscription Products and Charges Display You can choose the order in which the products and charges on a subscription are displayed in the user interface. To configure your products and charges display, within the subscription, click on the arrows to the left of the product or the charge to move them up or down in the list. Related
Creating Subscriptions
You must first create your customer accounts before you can create your subscription. Once you have a customer account, you can create subscriptions for that account in three different ways. The easiest way to create a subscription is from the Customer Accounts page. You can also create a subscription from the Subscriptions page or from a product page.
Specifying Basic Information for a Subscription
When you create a subscription, you must enter basic information about the subscription. Some fields obtain initial values from your default subscription settings. Use the Define Default Subscription Settings page to configure the default subscription settings.
Previewing a Subscription
You can preview a subscription at any time (when the subscription is in draft, active, or canceled status) to see the invoice charges that will be generated by the subscription.
Subscription Amendments
In Z-Billing, amendments are used to make changes to an active subscription. In Zuora, when you create an amendment you are actually creating a new version of the subscription. The subscription's information is copied to the new version, and the Subscriptions detail page lets you view all previous versions of the subscription.
Automated Price Change (Uplift) for Renewed Subscriptions
Z-Billing provides the ability to automatically change subscriber pricing when termed subscriptions renew. For example, you might want to increase prices on renewal by a fixed percentage to keep pace with inflation. Or you might change subscriber pricing to the latest  catalog pricing during automatic renewals. Typically, this change is a price increase, and is referred to as an uplift.
Invoice Subscriptions to Different Accounts (Owner Transfer Amendment)
Using the Invoice Subscription to Different Accounts feature, you can configure a subscription in an account to be rated and billed by a billing run initiated from a different account. This is typically used to create a hierarchical billing situation for larger companies with many departments, divisions, or subsidiaries.
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