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Cancel subscriptions


Cancel subscriptions

Orders is now generally available.

If you are an existing Zuora Subscribe and Amend customer and want to adopt Orders, see What is Orders Harmonization for more information. If you want to enable Orders, submit a request at Zuora Global Support.

This tutorial demonstrates how to cancel a subscription by creating an order.

Zuora also supports auto refunding and writing off invoice balances. For more information, see Cancel a subscription and refund the end customers automatically.

In this tutorial, you will set the following dates to today's date:

  • The date when the order is signed
  • The contract effective date of the cancellation
  • The service activation date of the cancellation
  • The customer acceptance date of the cancellation
  • The effective date of the cancellation policy

Use the Zuora application

To cancel a subscription by creating an order in the Zuora application:

  1. Navigate to Customers > Orders. The Orders page opens.

  2. Click Create New Order at the top right. The Create New Order page opens.

  3. In the Account field, enter the name of the account that owns the subscription. 

    You can enter the account by clicking either Account Name or Account Number.

    • If you click Account Name, type part of the account name in the Account field and the filtered accounts can be dynamically listed for your selection.
    • If you click Account Number, type the exact account number.
  4. Choose what you want to do by clicking Amend Subscription.

  5. In the Select an existing subscription area, locate the target subscription to which you are to add products by using the Search field.

  6. On the target subscription line, click Select in the ACTION column. 

  7. In the Associated subscriptions area, the operations that you can perform on the selected subscription are listed to the right of the subscription number. Click More Order Actions to expand the list and then click Cancel Subscription.


  8. In the Cancel subscription window, specify appropriate dates in the Contract effectiveService activation, and Customer acceptance fields for the operation. For more information, see Billing Trigger Dates.

  9. For the Cancelation policy field, select one of the following dates as the cancelation effective date. For more information, see Cancellation Effective Dates.

    • End of current term

    • End of Last Invoice Period

    • Specific Date

  10. If you selected Specific Date in the previous step, select the exact date in the Cancellation effective field.

  11. Click Continue to review the order. 

  12. Click Activate to activate the order.

Use the REST API

You can use the "Create order" operation to cancel a subscription. Before the Orders feature is enabled, you have to use the "Cancel subscription", "Amend", or "CRUD: Create amendment" operation.

To cancel a subscription by creating an order:

  1. Determine the values of the following variables:

    Variable Description
    $SubscriptionNum The number of the subscription to update. For example, A-S00000001.
    $AccountNum The number of the account that will own the order. For example, A00000001.
    $Today Today's date. For example, 2017-09-30.
  2. Use the "Create order" operation to create an order under an existing account:

    Request POST /v1/orders/
    Request Body
      "orderDate": "$Today",
      "existingAccountNumber": "$AccountNum",
      "subscriptions": [
          "subscriptionNumber": "$SubscriptionNum",
          "orderActions": [
              "type": "CancelSubscription",
              "triggerDates": [
                  "name": "ContractEffective",
                  "triggerDate": "$Today"
                  "name": "ServiceActivation",
                  "triggerDate": "$Today"
                  "name": "CustomerAcceptance",
                  "triggerDate": "$Today"
              "cancelSubscription": {
                "cancellationPolicy": "SpecificDate",
                "cancellationEffectiveDate": "$Today"
      "processingOptions": {
        "runBilling": false,
        "collectPayment": false

    To create the order under a new account instead of an existing account, specify the newAccount field instead of the existingAccountNumber field.

To preview invoices for the updated subscription, use the "Preview order" operation.