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Provide a (tracked) way to roll back a renewal if customer changes their mind

Provide a (tracked) way to roll back a renewal if customer changes their mind

Customer have 14 days to change their mind on a purchase and therefore a renewal may need to be rolled back / undone (this happens in our business from time to time). Out the box the only way to achieve this is to delete the renewal order. This has several downsides. The first and most important is that it's not tracked in any way so we can't report on it. Secondly, if we accidentally reverses the invoice for the renawal, the invoice can't be deleted and therefore you can't delete the order either (we've seen this a few times).

 

We can't cancel the subscription because we sell perpeptual licenses for some of our products and cancelling a subscription cancels the license. Also the customer still may come back and purchase support at a future date.

 

Our current workaround is to create a "corrective order" and assuming the renewal term ran from 1st Jan 2020 to 31st Dec 2020, then you can change the current term so it's only 1 day long (eg 1st Jan 2020 to 2nd Jan 2020) and then write off the resultant invoice.

 

However ideally Zuora would provide a way to either:

- delete an order (but make that an audited/traceable action)

or

- set the dates back to what they were before the renewal was done