Cancelling Subscriptions in GSP Subscription Manager

Available In Core Suite 1.41+

For some organisations, subscriptions can only be cancelled at renewal. In GSP Subscription Manager, this can be managed by either Closed-Losing the renewal Opportunity, or by deleting the renewal Opportunity or the relevant renewal Opportunity Product.

For organisations that allow mid-term or partial cancellations, or that use Evergreen subscriptions, cancellations can be managed either from an individual Subscription or in bulk from the Account.

Prerequisites:
Please ensure the user performing the setup has the “GSP Subscription App (Full Access)” Permission Set assigned, along with administrative access to Salesforce Setup.

Steps to Complete – Single Subscription

1. Navigate to the Subscription record.
2. Select the “Cancel Units” button.
   
   
   
3. This opens the “Cancel Subscriptions” page. The page will show you:
   • The current active units on the subscription.
   • The number of units being cancelled. This can be less than the active units for partial cancellations.
   • The remaining units after the cancellation.
   • The cancellation date.
     
     
     
4. Enter a value in the # Subscription Units to Cancel or # Remaining Subscription Units fields.
   • When you enter a value in one of the fields the other will automatically update to match.
5. Set a Cancellation Date
   • This is the date from which the cancellation will take place.
6. Assign Cancellations to Renewal Opportunities
   • If the subscription only has one renewal Opportunity associated with it, this step will be automatically skipped.
   • If the subscription has multiple renewal Opportunities associated to it, when you add a value to the “# subscription units to cancel” field, a warning indicator button will be displayed.
     
     
     
     
   • Clicking on the warning button will display a page with all open renewal Opportunities for the subscription.
     
     
     
   • On this page assign the cancelled units to the appropriate renewals.
   • The number of cancelled units assigned must match the quantity being cancelled to save the cancellation records. If this is not the case, the “Assigned Quantity” will be highlighted in red.
   • Once all the cancelled units are assigned click “Save”. This will return you to the cancel subscriptions page.
7. Once finished, click “Save”.
   • Cancellations records on the page are only committed when you select the “Save” button.
   • To discard any changes, click “Cancel”. You will then be returned to the Subscription.
     

Steps to Complete – Multiple Subscriptions

1. Navigate to the Account record.
2. On the Subscriptions related list Select the “Cancel Subscriptions” button.
   
   
   
3. From the list that appears select the subscription you would like to cancel.
   • The page will display all active subscriptions on the Account.
   • You can select one or many subscriptions to cancel.
     
     
     
4. Click Select.
   • This opens the “Cancel Subscriptions” page, with a row for each of the selected subscriptions.
     
     
     
   • The page will show you:
     • The current active units on the subscription.
     • The number of units being cancelled. This can be less than the active units for partial cancellations.
     • The remaining units after the cancellation.
     • The cancellation date.
5. Enter a value in the # Subscription Units to Cancel or # Remaining Subscription Units fields.
   • When you enter a value in one of the fields the other will automatically update to match.
6. Set a Cancellation Date
   • This is the date from which the cancellation will take place.
7. Assign Cancellations to Renewal Opportunities
   • If the subscriptions only have one renewal Opportunity associated with them, this step will be automatically skipped.
   • If one or more of the subscriptions have multiple renewal Opportunities associated with them, when you add a value to the “# subscription units to cancel” field, a warning indicator button will be displayed.
     
     
     
     
   • Clicking on the warning button will display a page with all open renewal Opportunities for the subscription.
     
     
     
     
     • On this page assign the cancelled units to the appropriate renewals.The number of cancelled units assigned must match the quantity being cancelled to save the cancellation records. If this is not the case, the “Assigned Quantity” will be highlighted in red.
     • Once all the cancelled units are assigned click “Save”. This will return you to the cancel subscriptions page.
       
8. Once finished, click “Save”.
   • Cancellations records on the page are only committed when you select the “Save” button.
   • To discard any changes, click “Cancel”. You will then be returned to the Subscription.
     

Outcomes

• A cancellation record will be created, linked to the appropriate Subscription records.
• Any renewal Opportunities after the cancellation will be adjusted or deleted to take in to account the cancellation.
• The MRR Schedules will be modified from the month after the cancellation date.

Important Consideration:
A subscription record cannot be cancelled before its’ start date. To cancel a subscription that never started either set the originating Opportunity to Closed Lost or remove the appropriate Opportunity Product from the originating Opportunity.

Troubleshooting

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