Cancel Fee Is Charged After Relative End Date Configured Due to Service Inactivation/Reactivation (Doc ID 2875979.1)

Last updated on FEBRUARY 27, 2024

Applies to:

Symptoms

The cancel fee is charged after the relative end date is configured due to service inactivation/reactivation.

Some credits are set up that have a Purchase Fee and a Cancel Fee in them. The Cancel fee is supposed to apply only within a certain period of time.

For example, a product created as ‘Internet Contract Bonus Credit $100’. If the service is canceled within the first 90 days, then a Cancel Fee should kick into “clawback”/charge the customer $100. So they only get to keep the $100 if they have the service for over 90 days.

The product is configured to use a relative end of 90 days. And the deal is configured so that it is set to automatically end and cancel in 93 days.

The issue that came up is that it appears that if during those 90 days the service is inactivated, and then re-activated service when the deal is auto-canceled at 93 days it is charging them the $100 clawback.

When the reactivation occurs, the Cycle Start dates get set to the date of the reactivation. This creates an issue as the cancel fee is charged during auto cancellation as configured.

Cancel fee product “Internet Contract Bonus Credit $100” is purchased in two accounts with the same billing period.

The issue of charging a cancellation fee is ONLY with the account that has status changes to inactive and back to active within the contract end date. That is because the charge start date of the cancel fee product is being changed during reactivation.

Is there a way to skip the call to PCM_OP_SUBSCRIPTION_SET_PRODUCT_STATUS opcode for cancel fee products during account/service status change?

Cause

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