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Tutorial/Lifecycle Manager

Cancel Subscriptions

With Nue, users - Sales Reps or Customer Success Managers - can cancel subscriptions for customers if they no longer want to renew. After the subscriptions are canceled, their statuses will be changed to Cancelled. If subscriptions are canceled before the subscription term ends, there will be a negative CMRR and ARR impact as results of the early cancellations.

This article outlines 3 different cancellation options available in Nue.

You can follow the steps below to cancel one or more subscriptions for a customer.

Login to Salesforce, and navigate to an account.
Click 'Manage Customer Lifecycle" to navigate to the Lifecycle Manager.
Click 'Cancel' action:

In the Cancel popup, you can choose from 3 different cancellation options.
- Today
  - The cancellation would take effect immediately after the (change) order is activated.
  - Once selected, the Date Picker will be populated with Today’s Date. If this is selected, the new Subscription End Date will be set to Today - 1.
- After the Current Subscription Term Ends:
  - The cancellation would take effect 1 day after the current subscription’s Subscription End Date
  - This is the default option.
- On a Specific Date
  - User can specify any day that is greater or equal to today. The cancellation would take effect on the date specified in the Date Picker.
  - If System Setting Allow back-dated change orders is enabled, the date must be within the range between the current subscription's start and end date. Otherwise, the date must be greater or equal to today and less or equal to the Subscription End Date + 1.
After specifiying the cancellation date, click 'Confirm' to add the cancellation request into the Change Cart.
- If you have more than one subscriptions to cancel for the same customer, you can click the standard filter 'Active Subsriptions' to filter for all active subscriptions, and repeat the steps above.
- When a subscription having children assets, subscriptions, and entitlements is canceled, all its children assets, subscriptions, and entitlements will be canceled. So you don't need to repeat the Cancel action for all children subscriptions, assets and entitlements.
Checkout the change requests in the Change Cart into a new quote, a new order, or an existing quote, an existing order.
- If you are checking out the change requests into a new quote, you must associate the quote with an existing opportunity, or a new opportunity in the Create Quote step.
In the Line Editor, you can expand the Summary Line to see the Change Lines containing the cancellation changes.

For example, I chose to cancel on a specific day: 07/01/2023. I can see a Cancellation Line showing that 100 units are reduced for the time period between 07/01/2023 and 12/31/2023.

You can add 'Cancellation Date' fields into the Line Editor grid, as shown below. You can see that the Cancellation Date of the Summary Line is displayed as the cancellation date specified in the Change Cart. In this case, it is shown as 07/01/2023.
- You can click into the Cancellation Date field to change the cancellation date. The prices will be recalculated according to the updated cancellation date.
- You can also click 'Edit' icon in the Change Line to change the cancellation date. The prices will be recalculated accordingly.

Click Save and Exit, and activate the cancellation order (or mark the opportunity as Closed). This will version the Subscription, and mark the subscription as Canceled. The Subscription End Date will be changed to the Cancellation Date - 1.

In the Lifecycle Manager, you can see the updated Status, Cancellation Date, Subscription End Date, and the Subscription Revenue Stream clearly shows the subscription is canceled.

Cancel Subscription with Future Changes

When a subscription term is reduced, or a subscription is canceled before the Subscription End Date, this subscription may have multiple changes (leading to different versions) before the cancellation date.

For example,

On 01/01/2023, I created a subscription with a 12-month term and 100 users.
Later I renewed the subscription for 12 months, and added 50 users.
Later 1 I reduced the term by 6 months, and removed 20 users.
Later I want to cancel the subscription effective 01/01/2024.

As a result, I am expecting that after the cancelation, the subscription has term starting 01/01/2023, and ending 12/31/2023, with 80 users total.

Let's see how Nue handles this complex use case.

Before the user cancels the subscription, the Subscription is in Version 4 with the following Change Lines associated:

Number	LineType	Start Date	End Date	Subscription Term	Quantity	Total Price	Delta CMRR
SUB-0001 (V4)	Subscription (Latest Version)	01/01/2023	06/30/2024	18	80	1500
Change Line: OP-0001	New	01/01/2023	12/31/2023	12	100	1200	100
Change Line: OP-0002	Change - Renew	01/01/2024	12/31/2024	12	100	1200	100
Change Line: OP-0003	Change - Reduce Quantity	10/01/2023	12/31/2024	15	(20)	(300)	(20)
Change Line: OP-0004	Change - Reduce Term	07/01/2024	12/31/2024	6	(100)	(600)	(100)

When the user cancels the subscription on 01/01/2024, the Subscription will be versioned to Version 5, with the following Change Lines associated:

Number	LineType	Start Date	End Date	Subscription Term	Quantity	Total Price	Delta CMRR
SUB-0001 (Version 4)	Subscription (Latest Version)	01/01/2023	12/31/2023	12	80	1020
Change LIne: OP-0005	Change - Cancel - Ramp 1	01/01/2024	06/30/2024	6	(100)	(600)	(100)
Change Line: OP-0006	Change - Cancel - Ramp 2	01/01/2024	06/30/2024	6	20	120	120

It looks complicated, but Nue essentially reverses the Change Line after the cancellation date, one by one, to produce the final results in the Summary Line.

All these changes lines are also visible in the Line Editor. You can simply expand to see all the change details.

ARR Impact After Subscriptions are Canceled

Within the three cancellation options we provide, each option may have a different ARR impact for the subscription term after the cancellation is processed.

"After the current subscription term ends": By choosing this option, there will be no impact on the ARR during the subscription term after you cancel.
"On a specific date" or "today": If you select either of these options, the subscription will be canceled on the chosen date or the current date, respectively.

a. If the selected cancellation date is after the Subscription End Date, there will be no ARR impact for the subscription term.

b. If the selected cancellation date is before the Subscription End Date, a Change Line will be created during checkout, which will reflect a reduction in quantity, amount, and ARR.

For instance, if your subscription ends before today and has a monthly recurring revenue (MRR) of $1K, canceling the subscription today or any date after the subscription end date will not impact the ARR for the subscription term.

In the case of a subscription ending on 08/06, if you cancel it on 07/06, there will be a negative delta of $1K in MRR (and a negative delta of $12K in ARR) between 07/06 and 08/06, but this impact is only for this month.

To see the actual ARR impact, after you checkout the subscription cancellation requests into a quote or order, you can add the following fields to the Line Editor:

Cancellation Date
Delta ARR (change in ARR)
Delta CMRR (change in monthly recurring revenue)

In the example below, where the subscription is canceled before its intended end date, this action will generate a Change Line that reflects a negative change in ARR between the Cancellation Date and the original Subscription End Date.

Cancel Multiple Subscriptions

Scenario: Customer has a series of subscriptions created separately in the past. They would like to cancel them together on a specific date.

You can follow the steps below:

In the Lifecycle Manager, navigate to Subscriptions.
Click List View next to the Grid View. In the list view, all subscriptions of this customer are displayed.
Select one or more subscriptions in the list, and click 'Cancel' in the batch actions.

In the Cancel Popup window, choose the below cancellation options and click 'Confirm'.
- Today
  - The cancellation would take effect immediately after the (change) order is activated.
  - Once selected, the new End Date of each selected subscription will be set to Today - 1.
- After Each Subscription Term Ends:
  - The cancellation would take effect 1 day after each of the selected subscriptions’ End Date
  - This is the default option.
- On a Specific Date
  - Users can specify any day that is greater or equal to today. The cancellation would take effect on the date specified in the Date Picker
  - If System Setting Allow back-dated change orders is enabled, the date must be greater or equal to the earliest subscription's start date. Otherwise, it must be greater or equal to today.
This adds the cancel requests for all selected subscriptions into the Change Cart.
Checkout the change cart into a quote or an order, as usual.