Cancel an Active Subscription via Self-Service

This feature allows buyers to cancel a specific subscription line through a self-service interface. It provides a transparent view of the financial impact before cancellation and offers flexibility with sales- representative assisted cancellation.

Capability highlights

  • Allows buyers to cancel a subscription line through self-service
  • Provides a detailed preview of the financial impact, including potential credits and penalties.
  • Captures cancellation details like date, reason, and comments.
  • Cancellation request is sent to sales-representative
     

Subscription Cancellation

Key benefits include:

  • For buyers, this feature provides convenience and control, allowing them to manage their subscriptions on their own terms. This empowerment is complemented by transparency, as users receive a clear preview of financial implications, such as potential credits for unused periods or penalty charges, ensuring informed decision-making.
  • Additionally, the availability of personalized support through "sales representative assistance" offers flexibility for those needing guidance.
  • For sellers, the feature enhances customer satisfaction by offering a straightforward and transparent cancellation process, which can help reduce negative feedback and improve the overall customer experience. Automating the cancellation workflow optimizes resources by freeing up customer support teams to tackle more complex issues, while tracking cancellations provides valuable insights into customer behaviour and reasons for leaving, informing retention strategies and product improvements.

Steps to Enable

  1.  In the Administration Console, navigate to Settings > Oracle Integrations. Select Self Service CPQ from the drop down and configure the integration settings. Please refer to the section 'Set Up the Integration of OCC and Oracle CPQ for Self Service' of the Self Service Setup guide for more information.
  2. Enable CPQ Pricing:
    URI: PUT /ccadmin/v1/priceSettings
    Payload:
    {
      "enabled": true
    }

Tips And Considerations

  • Ensure Standard ABO feature is enabled on Oracle CPQ. For more information on Standard ABO, refer to this documentation.
  • This feature is built-in on the htim-reference-store. Please make sure to upgrade to the latest version of this reference storefront.
  • This feature is applicable only for Commerce on CPQ customers.