Approving Cancellation Orders

Resellers (L1) can configure Approval Engine (AE) to delay processing of cancellation orders of their resellers or customers with a total price greater than a specified amount. An assigned user will be notified about such orders and will get a chance to contact a customer before the customer's subscription is canceled.

To configure approval of cancellation orders:

1. Configure a new workflow.

2. Process pending approval requests before they are processed automatically.

Note: Approval Engine only processes cancellation orders that subresellers (L2) place on behalf of their customers in a reseller panel (RCP or UX1 for Resellers) and ignores those that the customers place on their own and that are placed on behalf of customers in UX1 for Customers.

Automatic Request Processing

If a request was not processed manually, it will be processed automatically by timeout as configured in the workflow. Since AE 2.1, requests can be processed automatically during business days only. If the time for automatic processing of the request falls on a weekend or public holiday, that number of non-business days will be added to the timeout.

For example, if a request is created on Friday at 11 PM, and the timeout is set to 24 hours, then 48 hours will be added to the timeout, meaning it will expire at 11 PM on Monday.

Timeout countdown for requests that were created on a non-business day will be delayed till the start of the next business day.

Note: To identify the time zone and public holidays, the country specified in the account information of the reseller who created the approval workflow is used.

Information about country time zones, weekends and public holidays cannot be changed. For some countries time zones and weekend days are not defined and the default values are used: UTC +00:00 as the time zone; Saturday and Sunday as weekend days.

The list of such countries can be found in Appendix A Countries with Undefined Time Zone or Weekend Days.