> For the complete documentation index, see [llms.txt](https://hub.equipme.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://hub.equipme.io/pro/fulfillment/terminations.md).

# Cancellations

Process cancellations of services and options: list by expiration date, start and complete processing, complete directly, and completed cancellations.

**Path:** "Fulfillment" → "Cancellations"

When a customer cancels a service or a single option, a **cancellation** is created. At the end of the term you have to take back or switch off the service, e.g. deactivate a license or pick up a device. The number on the menu item shows how many cancellations are open.

The customer cancels in the customer portal (see customer guide, "Inventory"). In Pro you see the result as an open position.

## The list

The list shows all open cancellations ("New" and "In progress").

| Column                                             | Content                     |
| -------------------------------------------------- | --------------------------- |
| "Cancelled on"                                     | When the customer cancelled |
| "Expiration date"                                  | When the term ends          |
| "Service name", "Customer", "Location", "Employee" | What and for whom           |
| "Status"                                           | Processing state            |

**"Expiration date" filter:** By default you see cancellations whose term ends within the next seven days. Use the calendar to choose a different period (at most 365 days); use the cross to remove the filter.

## Process a cancellation

1. Click the cancellation in the list. The service instance's "Cancellations" tab opens.
2. In the "Cancellation" section you see for each entry whether it applies to the "Entire service" or an option ("Applies to"), the "Expiration date", the "Remaining term" and the related "Order number".
3. Click **"Start"** when you begin the takeback. The cancellation is then "In progress", and the service "In removal".
4. Carry out the takeback (pick up the device, deactivate access …).
5. Click **"Complete"** and confirm: "Please confirm that you have completed the cancellation process for '…'. The service or option will then be set to 'removed'."

If a workplace service still contains cancelled software, Pro asks whether it should also be removed ("Remove software services?").

On the same tab you see the "Service components". There you can add attributes or replace components, e.g. to document the condition of a returned device.

{% hint style="warning" %}
"Although the service has been canceled, the term has not yet expired." Only process a cancellation once the term has expired or the situation requires it. On completion, the service is removed for the customer.
{% endhint %}

## Actions in the list

| Button                    | Effect                                                                                                                                            |
| ------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| "Set status"              | Sets a target status ("In progress" or "Completed") for the selected cancellations. Also via right-click.                                         |
| "Complete directly"       | Completes the selected cancellations without individual processing, after the prompt "Are you sure you want to … cancel subscriptions directly?". |
| "Completed cancellations" | Opens the archive of completed cancellations.                                                                                                     |

If not all cancellations are applied in a large selection, Pro reports "Partially updated". Then check the statuses in the list.

## Permission

All roles with access to fulfillment can read, e.g. "Fulfillment Controller". "Fulfillment Operator", "Fulfillment Manager" and "Administrator" can start and complete.

## What the customer sees

During processing, the service is "In removal" in the customer portal, and "Removed" after completion (see customer guide). How the end of the term is taken into account in billing is described under [Billing](/pro/sales/billing.md).

## Frequently asked questions

**Can I cancel a cancellation?**

No. A cancellation cannot be cancelled. If the customer wants to keep the service after all, clarify this with them. A new service then has to be ordered again.

**Why is the list empty even though there are cancellations?**

By default, the "Expiration date" filter only shows cancellations whose term ends in the next seven days. Extend the period or remove the filter.

**Where do I see who completed a cancellation?**

On the service instance's "Cancellations" tab under "Processed by" and "Processed on", or in the "Completed cancellations" list.


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