Purpose
Ensure all departments complete the required actions when a customer contract is cancelled to prevent billing errors and maintain accurate system records.
Billing
- Review the Contract Cancelled notification.
- Do not bill the customer’s Recurring Monthly Revenue (RMR) for the cancelled contract.
- Verify no future invoices will be generated for the cancelled contract.
- Document the billing action taken.
Operations
- Down-sell the contract or quote in Salesforce.
- Remove the software from Salesforce if the cancellation is a full platform cancellation.
- Confirm Salesforce reflects the customer’s cancelled contract status.
Professional Services
- Cancel any open project associated with the cancelled contract.
- Update the project status to Cancelled.
- Confirm no additional work is scheduled.
Completion checklist
- Confirm RMR billing has stopped.
- Confirm the Salesforce contract or quote has been down-sold.
- Confirm software has been removed from Salesforce, if applicable.
- Confirm all open Professional Services projects have been cancelled.
- Confirm all applicable notes have been added before closing the request.
This process helps ensure accurate billing, system integrity, and proper closure of cancelled customer accounts.
