Cancel Orders

In Nue, as illustrated in this diagram, after an order is activated, its order products will be provisioned into subscriptions, assets or entitlements.  In addition, invoices may be generated by the Billing Engine, and may be transferred to the payment system (e.g., Stripe) for payments and collections.  

 

Sometimes, there may be an issue with the subscriptions, assets or entitlements.  it is generally considered a best practice to cancel the order itself instead of canceling the individual subscriptions, assets, or entitlements.

 

Cancelling the order rather than the specific items helps maintain accurate financial reporting because canceling a subscription, asset, or entitlement can have implications on metrics like customer churn, revenue recognition, and other financial indicators. By canceling the order, you preserve the integrity of the reporting and avoid any potential distortions caused by canceling individual items.

 

Additionally, canceling the order provides a more holistic view of the customer's journey and allows for better tracking and analysis of their interactions with the system or platform. It ensures that the records remain consistent and reflect the true state of the customer's engagement.

 

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SYSTEM SETTING REQUIRED   You must enable the following system setting at the organization level:    Allow cancel an active order

What happens when an order is canceled? 

When canceling an order, the following actions will be triggered:

 

First, the system checks if there are any active invoices generated from any of the order products within that order. If active invoices are found, an error message will be displayed, stating that there are active invoices associated with the order, and therefore, the order cannot be canceled.

• You may want to cancel active invoices manually before canceling orders, even when the invoices are already paid.  Please refer to this article if you are using Stripe as the payment system when you want to cancel paid invoices. 

If there are no active invoices linked to the order, the cancellation process will proceed. The subscriptions, assets, and entitlements that were provisioned from the order products will be reversed to their previous state, restoring them to the last version recorded.

 

Specifically, the last version of each subscription, asset, or entitlement will be restored, updating the current record accordingly. Subsequently, the previous version will be deleted from the system.

 

Additionally, any daily and monthly Annual Recurring Revenue (ARR) records that were generated for the subscriptions will also be reversed. This ensures that the financial records accurately reflect the cancellation of the order and account for the changes in recurring revenue associated with the affected subscriptions.

 

In summary, canceling an order involves checking for active invoices, reversing the provisioned subscriptions, assets, and entitlements to their last recorded version, deleting the previous version, and reversing any generated ARR records tied to the subscriptions.

 

Cancel an order

To cancel an orders, please follow the steps below: 

1. Log in to Nue on Salesforce and navigate to the Accounts menu.

2. Select the account that contains the orders you wish to cancel.

3. Click on the 'Manage Customer Lifecycle' button within the account to launch the Lifecycle Manager.

4. Within the Lifecycle Manager interface, navigate to the "Orders" tab. Here, you will find a list of orders associated with the account.

5. To view only active orders, apply the 'Active Orders' system filter by clicking on it.

6. Locate the order card corresponding to the order you want to cancel.

7. Within the order card, you will find a 'Cancel' button. Click on this button to proceed with the cancellation.

By following these steps, users can easily cancel an order within the Nue system on Salesforce, ensuring efficient management of customer lifecycles.