Cancel Subscription – Ordway Support Portal

Use this feature when a customer requests cancellation of an active subscription.

Cancel Subscription Options

You can cancel subscriptions using one of the following methods:

Cancel via Subscription Contracts screen
Cancel Subscriptions via Import/Export
Cancel Subscription via API

Ordway supports multiple cancellation scenarios with different refund policies and cancellation effective dates.

Note

The Cancellation Effective Date determines when the cancellation takes effect, even if the cancellation request is submitted on a different date.

Cancellation Scenarios

The following scenarios are listed in order of increasing levels of conservatism for Refund policy:

Scenario	Refund Policy	Cancel as of Date
Cancellation effective at the beginning of the current service period	Refund the full fee for the current service period.	End of previous billing period
Cancellation Effective today, which is mid-service period	Refund Customer Prorated fee for unused portion of current service period.	Today
Cancellation Effective Mid-Service Period between 1st and last day of service period	Refund Customer Prorated fee for unused portion of current service period.	Specific Date
Cancellation Effective End of Current Service Period (assume paid)	No Refund.	1st day of Customer’s next billing cycle
Cancellation Effective End of Term	Customer is committed to paying the remaining charges for the current subscription term. If the subscription is cancelled after the service term has ended, completed One-Time Charges are retained and are not removed or refunded.	Current Term Renewal Date

Cancel via Subscription Contract

Prerequisites

Before cancelling a subscription, ensure that:

Subscription is activated.
Invoices have already been created/posted for the Subscription.
Customer has requested a cancellation, user agrees, selecting from one of the scenarios described above.

Procedure

On the left navigation menu, click Customer Accounts or Contracts & Orders > Subscription Contracts. The Subscription Contracts page is displayed.
Click Cancel for the desired Subscription. The Cancel Subscription dialog box is displayed.
Select the proper Cancel as of date based on the scenarios above.
Click PREVIEW to confirm the next period’s billing schedule.
Click YES, CANCEL SUBSCRIPTION.

Note: After a subscription is saved with a Cancelled status, it appears as Cancelled in Ordway even if the cancellation effective date is in the future. Read more about filtering Subscriptions by status.

Important

When cancelling a subscription that contains One-Time Charges, cancellation behavior depends on whether the service has been completed.

If the subscription is cancelled before the service term ends, the configured cancellation options determine whether the One-Time Charge is removed or refunded.
If the subscription is cancelled after the service term ends, Ordway retains the One-Time Charge regardless of the configured Remove One-Time Charges or Refund One-Time Charges settings. Since the service has already been fully delivered, no refund or removal is performed.

To generate a credit Invoice for the prorated Invoice, use Billing Run - Target Date = Cancel as of Date, and follow steps provided in Create Billing Run for a single Subscription.
To issue a refund for the credit Invoice, follow steps provided in Issue Refund to Customer.

Cancel via Import or Export

View one of the following articles to address cancelling subscriptions via export:

Please see our Import & Export Data documentation.

Cancel via API

Cancel Subscriptions using our Rest APIs; using the PUT /subscriptions/{id}/cancel API call.