Cancel

Toolbar: image\tbcanc.jpg

Keys: CTRL+K

Use the cancel transaction to cancel a subscription at a customer's request. (QuickFill cancels unpaid subscriptions automatically when you run the billing update after the billing series runs out.) When canceling a subscription, you can enter a cancel reason code to indicate the reason for cancellation. Doing so provides the ability to select customers based on cancellation reason codes as well as to report on the number of subscriptions broken down by cancellation reason when running certain reports (e.g. promotional labels, subscriptions statistics, etc.). (Click here for details on defining cancel reason codes.)

If you need to change the cancel reason code entered for a subscription at the time it was canceled, use the 'Adjust order' transaction ('General' tab).

If you want to undo the effects of a new order or renewal you entered erroneously, use the remove order transaction instead of 'Cancel'. 'Remove order' deletes the most recent order for a subscription but leaves intact any previous orders. If the customer had no previous orders, it deletes the subscription.

Say a customer requests a cancellation. If that customer has not paid for all the issues he or she has received, QuickFill lets you cancel the subscription immediately. If he or she has paid, you can cancel the subscription either immediately or at the end of the portion of the term that the payment covers.

To cancel a subscription, you must first lookup the customer to whom the subscription belongs. (Click here for details on the lookup procedure.) Once you are on the "Subscription and prospect record" lookup screen, select 'Cancel' under 'Transactions' on the main menu.

When the 'Cancel' transaction is selected for a group subscription, a warning message similar to the following is displayed.

 

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If you want to change the group membership and do not want the subscription canceled, click on "No." Otherwise, click on "Yes" to continue with the 'Cancel' transaction.

Depending on the payment status of the subscription, one of the following occurs:

If the subscription is complimentary, QuickFill displays a message box asking you to confirm that you want to cancel the subscription. At this point you can also enter a cancel reason code and then click on "OK" to cancel the subscription. If you do not use cancel reason codes, simply leave the 'Reason for cancellation' field blank and click on "OK."

If the subscription is free (or controlled), QuickFill displays a message box asking you whether you want to cancel the subscription at the end of the term or immediately. After selecting an option, you can enter a cancel reason code and then click on "OK" to cancel the subscription. If you do not use cancel reason codes, simply leave the 'Reason for cancellation' field blank and click on "OK."

If the customer has paid for exactly the number of issues you've served—a rare occurrence—QuickFill displays a message box stating that no money is owed for the subscription. At this point you can enter a cancel reason code and then click on "OK" to cancel the subscription. If you do not use cancel reason codes, simply leave the 'Reason for cancellation' field blank and click on "OK." If the customer has paid for more or less than the number of issues you've served, QuickFill displays a different message box.

If the subscription is paid in full (or the customer made a partial payment that's large enough to pay for more than the number of issues you served so far), a message similar to the following one will appear:

 

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Choose "At the end of the term – do not renew," and you'll continue to serve all the issues for which the customer paid. When that point is reached, QuickFill auto matically cancels the subscription when you run the 'Issue labels' update. Choosing this option is the same as telling QuickFill not to renew the subscription. That is, QuickFill won't generate renewal notices for the subscription. (You'd also follow this procedure if a customer asked you not to renew his or her subscription.)

Choose one of the "Cancel immediately" options, and the subscription will be canceled as soon as you click on "OK." In most cases, you'd select the "Cancel immediately, prorated refund" option to refund the unexpired term for which the customer paid. QuickFill calculates this amount by subtracting the value of the issues you served from the amount the customer has paid. If you offered the customer free issues, it obviously makes a difference whether you consider the free issues the first issues you served or the last issues you served—you choose the one you prefer when you define the offer (click here for details on the free issue fields in the offer definition). A refund will be generated for the amount equal to the portion of the unexpired term for which the customer paid. Refunds of credit card payments that were made online through QuickFill are immediately processed online. All other refunds will appear on the refund report you get when you run the refund update (click here for information on the refund update).

Choose the "Cancel immediately, full refund" option, and QuickFill generates a refund of the full amount that the customer paid, regardless of the number of issues you served. Usually, you'd choose this option only if, for some reason, the customer is quite upset.

Choose the "Cancel immediately, no refund" option, and QuickFill cancels the subscription without issuing a refund. You might select this option if, for example, the post office is returning the customer's issues, and you can't get a forwarding address. (That is, the customer hasn't requested that you cancel, but it's clear that his or her mail is undeliverable.)

In any case, if the amount of the refund comes to less than the minimum refund amount you defined for the publication, QuickFill asks you to confirm that you really do want to issue a refund. If you do, choose "Yes" (click here for details on defining the minimum dollar amount to be refunded).

After selecting one of the cancel options mentioned above, you can enter a cancel reason code and then click on "OK" to cancel the subscription. If you do not use cancel reason codes, simply leave the 'Reason for cancellation' field blank and click on "OK."

What happens when you want to cancel a subscription for which the customer owes you money, but the amount owed for the issues served is less than the minimum bill amount you defined for the publication? QuickFill displays a message box with the option to write off the balance due selected. Then you can enter a cancel reason code and click on "OK" to cancel the subscription. If you do not use cancel reason codes, simply leave the 'Reason for cancellation' field blank and click on "OK."

If you cancel a subscription for which the customer owes you money and (1) the amount owed for the issues served is greater than the minimum bill amount you defined for the publication and (2) you elected to send bills to canceled orders when you defined the publication, QuickFill allows you to choose whether you want to generate a bill for the difference between the amount the customer paid and the price of the issues you served or you want to write off the amount owed. After selecting an option, you can enter a cancel reason code and then click on "OK" to cancel the subscription. If you do not use cancel reason codes, simply leave the 'Reason for cancellation' field blank and click on "OK."

Note: If you choose to generate a cancel bill, QuickFill creates a cancel bill the next time you run the billing update (click here for details on the cancel bill policy). QuickFill generates only one cancel bill. The balance due is written off the next time that you run the 'Billing update' (after the cancel bill has been generated).

 

Once you complete the cancellation, the cursor goes to the canceled order in the order list. Under the 'Status' heading (for the canceled order), you'll see "Canceled by request" or, if you use cancel reason codes, you'll see "Canceled, xxx" (where "xxx" is replaced by the description for the cancel reason code entered during the 'Cancel' transaction). Now you can return to the main menu or click on "Details" to display the order details.

 

Since the 'Cancel' transaction is not a batched transaction, it is recorded in the miscellaneous batch. Click here for details on the miscellaneous batch.

 

Error messages

This warning appears when you attempt to cancel a complimentary subscription. Choose "Yes" if you really want to cancel it.

This warning appears when you attempt to enter a cancel reason code that has not already been defined. (Click here for information on defining cancel reason codes.)

You selected a subscription that you already canceled. If you canceled the subscription 'Now' and want to change it to cancel 'At the end of the term', you must first 'Reinstate' the subscription, then cancel it again.