Cancellation Policies

AppXite platform provides the ability to leverage cancellation policies provided by vendors.

As a first delivery milestone, AppXite has integrated with Microsoft to display cancellation policies available under Microsoft CSP NCE.

Also, any vendor can configure their own sequences to define cancellation policies for their own offers.

For Microsoft CSP NCE such cancellation policy options will be available to customers

• After the initial purchase.
• After renewal of the subscription.
• After quantity increase.

Cancellation policies vary by vendor

• Microsoft NCE license-based offers: The user can change the license quantity of the subscription within 7 days from the change date (applies also to renewals).
• Adobe offer – The user can cancel the whole order within 14 days from the order date.  
• Cisco – no cancellation policy.

Important to note

• The time displayed next to the cancellation policy is localized time based on your browser settings.
• Changes in the last day of the cancellation window should be validated with the vendor as time should be accounted for in system communication between the AppXite platform and the Vendor.
• When applying the vendor cancellation policy, you need to limit your change order to items available under the cancellation policy. For example, if the Vendor has enabled the ability to reduce license quantity you should not change in the same order also billing frequency.
• For Microsoft CSP NCE cancellation policy provides a refund for any unused 24-hour periods. This means that 100 percent of the charges are refunded in the first 24 hours, the full amount minus 1 day’s charge in the second 24 hours. There are no refunds available after the initial 168-hour period.
• There is no dedicated cancellation order notification template. Users will receive regular change order notifications if enabled in the platform.

Current limitations

• To reduce license quantity within the cancellation policy you should first click on the Edit or Cancel buttons next to the cancellation policy. Directly selecting the Edit option would not apply the cancellation policy from the Vendor.
• The cancellation policy area appears on the subscription edit page after a few seconds when information is retrieved from the vendor.
• It is not possible to schedule a cancellation order.
• If the user has made a quantity change in the vendor platform it gets synchronized to AppXite during overnight sync. In such a case, there can be a scenario where the user has increased the license quantity from 10 to 15. During the same day, the user would open the AppXite platform and it would return the cancellation policy from a vendor that the subscription license quantity can be decreased by 5 even though currently the platform for subscription quantity is shown 10 licenses. During overnight sync, the platform would update information about a number of licenses.
• For Microsoft CSP NCE subscriptions that are renewed, due to the way Microsoft provides information on the period during which cancelation is available, on the day of renewal the only edit option may appear. Starting from the day after renewal day, both edit and cancel options should appear.

Platform UI overview

You can cancel such recent actions from your subscription page. Here's what you need to know:

• If cancellations are available, you will see a new cancellation policy notice on your subscription page. It will contain the list of items you can cancel and a button for each.
• If you don't see such notice, then no cancellations are available at that time.
• You may not be able to cancel recent actions if:
  • There is another order already in progress. Wait for it to complete first.
  • There is an order scheduled on a "custom date". Wait for it to complete first or cancel it. No need to cancel orders scheduled "after renewal/commitment".

Additional information related to cancellation policies

When you want to cancel a subscription, our platform may show you additional information that is related to the cancellation policy. Such extra information can be, for example, a note about the cancellation process or details related to your original order. Note that we can show additional information only if a vendor provides it.

If the additional information that we receive from a vendor is really long, the platform shows you only a part of such a message. You can see the full message by hovering your mouse cursor over the partial message. It's easy to recognize partial messages with additional information as there are three dots (...) at the end of partial messages that you can see next to the cancellation options.

Sometimes, we receive a list of additional information from vendors. To clearly present such lists, our platform shows you the additional details split into multiple separate lines next to the cancellation options.

When additional information is available, the platform shows it to you in two places: on the main page, next to the cancellation options, and again in the pop-up window that appears when you click on the Cancel button to cancel an active subscription.

Note that if we get incomplete additional information from a vendor, the platform may display the value without explaining what the value actually is (it's because the vendor didn't send us such information, only the value).

Also, remember that for partial cancellations, the platform never shows any additional information.

Cancellation policy for Microsoft CSP NCE offer

For example: the total quantity of the subscription is 5.

The user has the option to reduce the quantity by 1 license by the 15^th of August 2023 and reduce the quantity by 1 license by the 15^th of August 2023 as the user has made 2 separate orders:

• Quantity increase of 1 license.
• Quantity increase of 1 license.

Orders created within the cancellation window will be visible in the orders section.

When applying the vendor cancellation policy, you need to limit your change order to items available under the cancellation policy. For example, if the Vendor has enabled the ability to reduce license quantity you should not change in the same order also billing frequency.

To reduce the number of licenses within the cancellation policy, either the "Edit" or "Cancel" buttons need to be selected. Simply choosing the "Edit" option at the bottom of the page will not trigger the cancellation policy.

Cancellation Policy notification text on the subscription page provides more precise instructions.

When canceling an order under such policy, Vendor Order ID (if applicable) is additionally displayed on the confirmation popup to further reduce user error.

NOTE: For the subscription with a total quantity of 1 the 'Cancel' button will be available only (no 'Edit' option) in the Cancelation Policy window.

As it should be canceled completely. Subscription cannot be reduced from 1 to 0.