Termination of Subscription
Written by B3Networks Academy
Updated at November 29th, 2024
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Table of Contents
A customer subscription can be terminated in two cases:
- If the subscription has been expired for more than 28 days.
- If the customer has requested to terminate an active subscription.
Refunds will only be processed for subscriptions terminated upon customer request. To ensure accurate termination and refund processing, please follow the detailed steps outlined below. This ensures a seamless experience for both the customer and the support team.
How to terminate
Log in to your admin portal and open the customer app and search for the required customer organisation.
Click on “Subscriptions”. 
Select the subscription you wish to terminate. A sidebar with Subscription Details will appear.
Scroll down to view the “Terminate” button.
Provide a reason for termination of this subscription. Click “Terminate”.
Next popup will show you the total refund information for the customer. Click “Terminate”.
The system will provide you with two following options:
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Choose from Invoice app
You select this option when you have already created a credit note for this refund and, thus, you don't want the system to auto-refund the customer. The selected credit note is how you will refund the customer. -
No credit note has been sent
You select this option when you want the system to auto-refund the customer. The refund amount will be reflected in your customer's Available Credits.
Click “Apply”. The subscription will be terminated and a message will be displayed on the portal.
Note
If a credit note for the refund has already been sent to the customer, please select the option Choose from Invoice app and choose the credit note. Choosing the option No credit note has been sent in this case will result in credits being refunded twice to the customer’s account.
Note
Refund will only be processed if you have enabled “Allow Refund” in Portal Settings app.
- Go to Portal Settings app > Portal Config > Subscription Policy > Enable Allow Refund
For more information on refund, visit here.