Deactivating a Subscription in Work 365

Applies to: Work 365
Audience: Billing Teams, Administrators

Overview

Deactivating a subscription in Work 365 involves specific steps to ensure proper handling of refunds and synchronization with the Partner Center. This guide provides detailed instructions on how to deactivate a subscription, including applying refunds and managing License Change Logs (LCLs).

Steps to Deactivate a Subscription

1. Optional: Configure Refund Payments

Before deactivating a subscription, determine whether you need to enable refund payments.

For guidance on configuring refund payments, refer to the article on Managing Refund Payments.

2. Deactivate the Subscription

✅ Navigate to the subscription you wish to deactivate.
✅ Click the Deactivate button associated with the subscription.

3. Select Refund Option

✅ A pop-up window will appear with the "Do Not Refund" option selected by default.
✅ If you want to apply a prorated credit on the invoice, select "Apply Refund", then click Deactivate.

Important: To apply the credit on the invoice, ensure that the billing contract setting to Apply Refunds is enabled.

4. Post-Deactivation Actions

After deactivation, the following will occur:

✔ The Status Reason will change from Active to Suspended.
✔ The subscription will become inactive.
✔ A deactivation changelog will be created, indicating the total reduction of licenses.
✔ This changelog syncs with the Provide to deactivate the subscription there.
✔ For subscriptions with a Manual Provider, the changelog’s provisioning status will need to be updated once the subscription is suspended.

To view the deactivated subscription, navigate to Inactive Subscriptions.

Handling Refund Options

1. If "Do Not Refund" was selected:

❌ The resulting License Change Log (LCL) will be archived, meaning this reduction event will not be eligible for a credit on the invoice.
❌ A message will indicate that the subscription was deactivated without applying a credit on the invoice.

2. If "Apply Refund" was selected:

✔ The resulting LCL will remain active and be eligible for a credit on the invoice.
✔ A message will confirm that the subscription was deactivated with the option to process the refund credit.

Note: For the credit to apply, the customer’s billing contract must also be set to enable refunds.

Next Steps

✅ After deactivating the subscription, follow the process to deactivate the billing contract if necessary.

For more details, see Deactivating Billing Contracts.

Important Considerations

⚠ When a customer terminates their services, it’s crucial to follow the specific deactivation process in Work 365 to ensure accurate billing and system synchronization.

Conclusion

By following these steps, you can ensure that subscription deactivation in Work 365 is handled correctly, preventing billing discrepancies and ensuring proper synchronization with the Partner Center.