Deactivate Service

You can permanently deactivate a service. Once deactivated, a service cannot be used by the customer nor accumulate charges. Deactivating a service affects only the billing account with which the service is associated. All Add-On and child services of the deactivated service will also be deactivated. Other services associated with the billing account will not affected.

Deactivating a service (and its add-ons and child services) is final. Once deactivated, the service cannot be reactivated.

Complete the following steps to deactivate a service:

If you know the Service number, click Services in the left pane of Customer Billing. Use the Search field to find and select the Service. Skip to this step. Refer to Search Feature for more information about using the Search feature.

Select Customer Billing from the Gotransverse application menu .

You may see a Customers and an Accounts tab or just the Accounts window, depending on the value for the Allow Multi-Customer Accounts Billing system setting. The Allow Multi-Customer Accounts system setting must be set to True to see both tabs. If this system setting is set to False, you will only see the Accounts window while in the Customers module. Refer to System Settings for more information about configuring system settings.
Select a customer from the list or search for a customer from the Search field to open the Customer Summary window.

To quickly access a customer or billing account, click the icon on the title bar (on either the Customers or Accounts window) and enter part of the customer or billing account name. If you do not see the Accounts tab, you can still search for a billing account from the Customers window by entering part of the number in the Search field. You can also bookmark regularly-used pages. Refer to Search Feature for more information.

Customers Window

Click the icon in the left pane to hide it. Click the icon to open it.

You can manage which columns display in any table with a Configure or Columns button by clicking the button and selecting desired columns. In addition. If the table includes a Filter button, you can filter the table contents. If the table includes an Export button, you can export visible table contents (up to 50) to a CSV (comma-separated values) file. Refer to Data Tables for more information about using these features.
On the Customer Summary window, select an account under the Accounts detail tab to open the Account Details window.

Customer Summary Window
On the Account Details window, click the Services tab.

Services Tab - Recurring and One-Time Services

NOTE: If you use the Avalara Communications Tax processor, the Recurring Services and One-Time Services tables will include a Tax Mode column showing how the service was configured for tax: Tax Exclusive, Tax Inclusive, or No Tax.
For the Service you wish to deactivate, complete one of the following:
1. On the Services window, click the click the in the Actions column and select Deactivate.
  
  Services Window - Deactivate Option
2. OR, select a Service to open the Service Details window. Click the icon and select Deactivate Service.
  
  Recurring Service Details Window - Deactivate Service
On the Confirmation window, enter the required or relevant information.

Confirmation Window

Required fields are marked with an asterisk.
- Reason* — Select a Service Deactivation Reason.
  
  Reasons are created and managed in the Setup application. Refer to Reasons Module for more information.
- Date* — Select the date when the service should be deactivated.
  
  The deactivation date can be a date between the order creation date and the current date.
- Prorate on Cancel checkbox — Indicates if a customer is billed for the period of time between the Deactivation Date and the Service Period End Date of the final service period. If the product was configured with Prorate On Cancel selected, this checkbox will be filled, and you can deselect the checkbox to remove this option from the Service. If the product was not configured with Prorate On Cancel selected, this checkbox will be empty, and you can select the checkbox to enable the Prorate on Cancel option.
  
  The prorated amount billed for a service is calculated by dividing the service's price for a service period by the number of days in the service period to determine the daily price. The daily price for the service is multiplied by the number of days the service is active to calculate the prorated service price for the final service period.
  
  The Prorate on Cancel checkbox can only be edited during deactivation on services with Price Override enabled (as defined by the product configuration of the product that the service is based on at the time it was ordered).
  - When the Prorate on Cancel checkbox is selected, the customer is not billed for the period of time between the Deactivation Date and the End Date of the final service period.
    
    Services billed in advance (the service was billed for the full service period before the service was deactivated) will receive a credit on the next invoice for the prorated amount of the deactivated period of the final service period in the form of a service credit on the next invoice.
  - When the Prorate on Cancel checkbox is not selected, the customer is billed for the entire final service period regardless of the deactivation date.
- Apply to All checkbox — Select to apply the Prorate on Cancel option that was set for the parent service to all child services (that also have price override enabled). Clear the checkbox to leave the child services as they are configured.
  
  A icon next to a field name indicates that information about the field is available. Hover your mouse over the icon to see the information.
Click Yes when finished.

The status of the Service and all child Services are updated to Deactivated.

Topic updated: 07/2024.