Refund policy defines in what amount and in what cases a customer can receive a refund if he/she cancels the subscription. Refund policy is defined for each subscription period of the service plan. When you create a new service plan, you can configure the refund policy. Later you can make changes if needed.
To configure the refund policy for the existing service plan, do the following:
- Open the Products > ServicePlans.
- Open the required service plan. Switch to the Subscription Periods tab.
- To edit the refund settings, select a subscription period and click Edit.
Fill in the following fields:
Set Non Refundable Amount that will not be returned to a customer on subscription cancellation.
Note: This field is not displayed for plans that have any action policy configured in PLM.
Set Full Refund Period (days) during which the customer may claim money back in case of subscription cancellation. The amount is calculated as the full order price minus the non-refundable amount.
Select one of the After Refund Period options:
Refund Prorated Recurring Fee – customer is refunded in proportion to unused services (refund is calculated on the basis of the recurring fee paid minus the non-refundable amount).
No Refund – customer is not refunded for the canceled subscription.
Note: For service plans that use Rating Engine if cancellation fee is set to Plan and Resource Rates until Expiration Date, only No Refund can be selected for After Refund Period. To use other refund options, set cancellation fee to None.