Revision as of 17:41, 23 February 2021

Cancellation Requests enable your clients to let you know when they no longer wish to continue their service and can ensure services are automatically terminated when no longer required.

Enabling Cancellation Requests

In Configuration () > System Settings > Automation Settings under "Miscellaneous" there is an option for "Cancellation Requests". Once enabled accounts will automatically be terminated when the Cancellation Request becomes due.

Show Cancellation Link

When you enable the Configuration () > System Settings > General Settings > Other Tab > Show Cancellation Link option a link will be shown in the client area so your clients can place a Cancellation Request automatically.

Customers can request cancellation from the product details page. The Cancellation Request will actioned then appear in Clients > Cancellation Requests along with an email notification and will be processed automatically when the cron runs. For more information refer to this page.

Once a Cancellation Request is placed and/or the termination date is set, WHMCS will automatically terminate the client's package on the termination date.

Invoices after Cancellation

When enabled, any unpaid invoices for a service will be cancelled automatically when a client submits a cancellation request. If the service renewal has been invoiced with other items only the cancelled item will be removed from the invoice. Any discounts or group discounts that apply to the cancelled service will be removed as well.

Manual Cancellation

If the Cancellation Request setting is not enabled then at this point you must navigate to the cancellation requests page, click through to the service page and click the Terminate module command button to remove the account from the server. The cancellation request is then moved from the Open Requests page to Completed Requests.

Automated Cancellation

If the Cancellation Request setting is enabled the cancellation request will be actioned when the daily automation cron runs on the appropriate day. For example if the Immediate option was selected it will be terminated on the next cron run; if End of Billing Period was selected it will be terminated when the cron runs on the service's Next Due Date.

Voiding Cancellation Requests

If a Cancellation Request has been submitted by your client and they later change their mind, it is quick and easy to void their cancellation request. Simply navigate to Clients > Cancellation Requests, locate the cancellation you wish to remove, and then click the red X next to the request to remove it. This will stop the cancellation from processing automatically. You'll need to make sure to mark any invoices that were cancelled as "Unpaid" to prevent billing errors.

Admin Scheduled Cancellations

As an admin user, you can schedule the termination of a product at the end of the currently active period by going to the Products/Services tab, ticking the Auto-Terminate End of Cycle option and optionally entering a reason/note for it. Any unpaid invoices for the product will be cancelled and will suppress any further renewal invoices from generating for this product and terminate it when the next due date is reached. The "Cancellation Requests" setting in Configuration () > System Settings > Automation Settings or, prior to WHMCS 8.0, Setup > Automation Settings must also be enabled.

Admin Immediate Cancellation

If you want to cancel or terminate a product or service immediately then you simply need to locate the item you wish to cancel and from the Products/Services page and click the Terminate button if the product is linked to a module. If it is not linked to a module, you should manually change the dropdown status from Active to Cancelled. Once you've done this, no further invoices will generate for the item.