Creating and Managing Cancellation Policies
The Subscription Center allows you to manage how subscription cancellation requests are processed. Your customers can create subscription cancellation requests from their Intelivideo account and the cancellation requests are processed based on the policies you have set in your account. On the Cancellation Policies tab, you can determine if cancellation requests are processed automatically or manually at an account, product and individual pricing level.
Cancellation Policy Types
The Subscription Center offers three different policy types:
Always Allow:
Subscription cancellation requests are automatically processed and no interaction from the account administrator is required.
Never Allow:
Subscription cancellations are processed manually by the account administrator from the Cancellations tab in the Subscription Center. The account administrator will receive an email notification when a cancellation request is submitted by the customer that requires manual approval.
If the account administrator doesn't approve or retain the subscription request by the end of the customer's current billing cycle, the request is automatically processed. The customer will receive an email notification of subscription cancellation.
* Never Allow is the default policy setting when a subscription product is created.
Threshold:
Subscription cancellation requests are automatically processed until a predetermined percentage of cancellations is reached. Once the threshold % is reached, cancellation requests then require manual approval by the account administrator on the Cancellations tab.
For each of the above policies, when a cancellation request is processed, either automatically or manually, the subscription is cancelled at the end of the customer’s current billing cycle. Customers are notified via email when the cancellation request is processed and informed as to when their access will end.
Cancellation Policy Levels
The Subscription Center allows you to set policies at an account, product and pricing level.
Account Level:
Set a broad subscription cancellation policy for all the products and product pricing in your account.
Product Level:
Set a subscription cancellation policy for a product in your account. A product policy will override an account policy.
Price Policy:
Set a subscription cancellation policy for a specific product price. A price policy will override both a product policy and an account policy.
Creating and Managing Cancellation Policies
Setting Account Level Cancellation Policy:
Open the Type drop down menu and select a cancellation policy type. If implementing a Threshold policy, enter the percentage of cancellation requests allowed for automatic processing. Select Update.
Setting Product Level Cancellation Policy:
Select Subscription Policy and then open the Type drop down menu and select a cancellation policy type. If implementing a Threshold policy, enter the percentage of cancellation requests allowed for automatic processing. Select Save.
Setting Price Level Cancellation Policy:
Locate the product for and select Price Policies. Each pricing option for the product is displayed.
Select Price Policy next to the pricing option and open the Type drop down menu. If implementing a Threshold policy, enter the percentage of cancellation requests allowed for automatic processing. Select Save.
