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Steps for Deactivating a Subscription:

  1. It is Optional to enable refund payments. For instructions on configuring refund payments, please refer to the article Managing Refund Payments.
  2. Click the Deactivate button on the subscription which will be deactivated
  3. In the pop-up window Do Not Refund will be auto selected which will not apply a prorated credit on the invoice. If a credit is preferred select Apply Refund, and then hit Deactivate. (This enables users to control on a per subscription basis whether to enable refunds in addition to the billing contract and configuration settings.)
      1. Note in order for the credit to apply on the invoice, the billing contract setting to Apply Refunds must be enabled.
  4. After the subscription is deactivated the following items will occur:
    1. The Status Reason will change from Active to Suspended
    2. The subscription will become inactive
    3.  A deactivation changelog will be created showing the total reduction of licenses. This changelog syncs with the Partner Center and will deactivate the subscription in Partner Center.
        • For subscriptions with a Manual Provider, the changelog provisioning status will need to be updated once a subscription has been suspended. To go back to that subscription, you will need to look under Inactive Subscriptions since the subscription has been deactivated.
    4. If Do Not Refund was selected in the previous step of deactivating the subscription, then the resulting license change log will become Archived which means this reduction event will not be eligible for a credit on the invoice. Also there will be a message on the subscription saying the subscription was deactivated without the option to apply the credit on the invoice.
    5. If Apply Refund was selected in the previous step of deactivating the subscription (different example here), then the resulting license change log will remain active, and it will be eligible for a credit on the invoice. There will be a message on the subscription confirming that the subscription was deactivated with the option to process the refund credit. (Note that for the credit to apply, the customer's billing contract must also be set to enable refunds.)
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    6. After the subscription is deactivated, follow the process to deactivate the billing contract.

Note: When a customer terminates their services, it is important to follow a specific process in Work 365. For more details see Deactivating Billing Contracts.

 

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