Cancel subscriptions

Marketplace Managers and Customer Support Representatives can cancel subscriptions. The cancellation options depend on whether AppDirect has enabled neither, one, or both of the following features:

• Scheduled cancellation—Cancel subscriptions immediately, on a scheduled date, on the intended contract end date, or at the end of the current billing period.
• Delayed cancellation—Cancel subscriptions on the intended contract end date or at the end of the current billing period. This features limits cancellation options to those that do not result in credits owed to the customer for pre-paid terms, which supports compliance when laws or policy prevent credit payouts.

When AppDirect does not enable either feature, you can cancel subscriptions immediately, unless the subscription is under contract and set to auto-renew, in which case when you cancel it, it cancels at the end of the contract and does not auto-renew.

Delayed cancellation overrides Scheduled cancellation, so when AppDirect enables Delayed cancellation or both features, you can cancel subscriptions (regardless of contract terms) as follows:

• On the intended contract end date.
• At the end of the current billing period.

When AppDirect enables only Scheduled cancellation, you can cancel subscriptions (regardless of contract terms) as follows:

• Immediately.
• On a scheduled date.
• On the intended contract end date.
• At the end of the current billing period.

Contact your AppDirect account representative to request that they enable Scheduled cancellation or Delayed cancellation for your marketplace.

This topic includes the following three procedures:

📝 Note: If the AppDirect logo appears in the upper-left corner of the page, when Manage > Marketplace appears in this topic, click the grid icon > Switch to | Store, instead.

To cancel a subscription

1. Go to Manage > Marketplace > Dashboard > Billing | Orders. The Order page opens.
2. Click an active order that you want to cancel. The order's details dialog opens.
3. Click Cancel Subscription.

The options in the dialog box depend on the following conditions

Condition 1
Role	Marketplace Setting	Contract	Cancel Subscription Options
Marketplace Manager Customer Support Representative	Marketplace has scheduled cancellation enabled	Order has a contract	The following options appear: At the end of the minimal contract period for this subscription At the end of the current billing period for this subscription Immediately (today) A future date
	Marketplace has delayed cancellation enabled		The following options appear: At the end of the minimal contract period for this subscription At the end of the current billing period for this subscription
Condition 2
Role	Marketplace Setting	Contract	Cancel Subscription Options
All roles except Marketplace Manager and Customer Support Representative	No termination fee upon cancellation	Order has a contract	No cancel subscription options
	Marketplace has scheduled cancellation enabled		The following options appear: At the end of the minimal contract period for this subscription At the end of the current billing period for this subscription Immediately (today) A future date
	Marketplace has delayed cancellation enabled		The following options appear: At the end of the minimal contract period for this subscription At the end of the current billing period for this subscription
Condition 3
Role	Marketplace Setting	Contract	Cancel Subscription options
All	Marketplace has scheduled cancellation enabled	Order does not have a contract	The following options appear: At the end of the minimal contract period for this subscription At the end of the current billing period for this subscription A future date
	Marketplace has delayed cancellation enabled		No cancel subscription options appears and the cancellation is requested for the end of the billing period

You are prompted to select one of the following cancellation options:

• At the end of the minimal contract period for this subscription
  At the end of the current billing period for this subscription
• {today's Date} Immediately (today) (does not appear when the AppDirect-configurable Delayed Scheduling setting is enabled).
• A future date (does not appear when the AppDirect-configurable Delayed Scheduling setting is enabled)—Enter a valid date or select one from the calendar option. Valid dates are between today and the contract end date.

4. Select a cancellation option, then click Continue. One of the following occurs:
   • A message confirms the subscription is canceled and the Orders table displays Canceled in the Status column.
   • A message confirms that the subscription cancellation is scheduled and the Orders table displays Active in the Status column.
5. Read the cancellation terms in the dialog, then click Yes. A message above the Orders table confirms the cancellation.

To view scheduled subscription cancellations

1. Go to Manage > Marketplace > Dashboard > Billing | Orders. You can also go to Manage > Marketplace > Dashboard > Home | Users > {userName}. The Orders table appears.
2. Click {orderID}. The order dialog opens and a message states that the plan is canceled and the effective date of the cancellation.

To withdraw subscription cancellations

1. Go to Manage > Marketplace > Dashboard > Home | Users > {userName} > {orderID} > More Details. The Order Details dialog opens.
2. Click Withdraw Cancellation. A confirmation message appears and states that the cancellation withdrawal was successful.