Confused with "Cancelled" "Suspended" and "Terminated" status

[jacksony]

Can someone explain the differences with these?

 

How can I use them correctly for the billing system? when account is suspended, do I cannot it or terminate it if customer do not wish to continue?

[laszlof]

Terminate - Removed from server, no future invoices.

Cancelled - still exists on server, package has been cancelled

suspended - suspended on server

[WHMCS John]

Cancelled means that the client submitted a cancellation request, so their account was removed from the server.

Terminated means the account was removed due to non-payment.

[stormy]

I'm still confused about this. It seems that my non-paid customers remain "Cancelled" even though the termination has run - the Log says "Module Terminate Successful".

 

If I search for "Terminated" users I only find users that were manually terminated by me.

 

So - how does this work?

[othellotech]

* Suspended = service turned off

* Cancelled = service ended at client request

* Terminated = service ended at your insistance

[stormy]

(smacking forehead) Forgive my stupidity but I've been using WHMCS for a year and getting my first renewals/cancellations now.

 

That makes a lot more sense. So "Cancelled" services will always remain cancelled even when the accounts are terminated in the server. I also see "Suspended" could be automatic (for non payment) but also includes manual suspensions.

 

I still have a doubt about "Terminated" - won't unpaid accounts end up as terminated, if the customer doesn't add a cancellation request?

 

I know this is obvious once you know what everything means, but I think it could be added to the documentation. Thanks a lot for the help!

Edited March 5, 2011 by stormy

[othellotech]

I still have a doubt about "Terminated" - won't unpaid accounts end up as terminated, if the customer doesn't add a cancellation request?

 

Yes, if the client doesn't request a cancellation, then you *terminate* them, so they'd be marked as terminated.

Certainly helps when calculating churn rates, non-payment rates, retention rates, which cliets to go the extra-mile for etc

[kmm2908]

* Suspended = service turned off

* Cancelled = service ended at client request

* Terminated = service ended at your insistance

 

But just to confuse matters, if you set a client's account to 'Closed' their services are all cancelled. So shouldn't that be terminated as they were stopped by you?

[othellotech]

But just to confuse matters, if you set a client's account to 'Closed' their services are all cancelled. So shouldn't that be terminated as they were stopped by you?

 

Before you "close" a client, you should determine what your poilicy for getting rid of any domains, products, services, credits etc are for that client ...

 

So in doing that all the correct status' are maintained.

 

Clicking "close client" doesnt actually cancel/terminate/remove any hosting - it's just a convenient way to set to cancelled multiple invoices

[kmm2908]

Clicking "close client" doesnt actually cancel/terminate/remove any hosting - it's just a convenient way to set to cancelled multiple invoices

 

When I set client to Closed the hosting services show up as status 'Cancelled', but the services are actually not terminated. That's not a great way of handling this!

 

So still have to terminate all Closed clients accounts.

 

Glad you pointed that out othellotech, thanks!

[AimyThomas]

Terminate - Removed from server, no future invoices.

Cancelled - still exists on server, package has been cancelled

suspended - suspended on server

[kmm2908]

Terminate - Removed from server, no future invoices.

Cancelled - still exists on server, package has been cancelled

suspended - suspended on server

 

Thanks for clarification!

[WHMCS John]

@AimyThomas that's incorrect. If a client submits a cancellation request the service will be in cancelled status and the account can be deleted from the server.