Canceled vs. Terminated

[WisTex]

How do you use the statuses "canceled" and "terminated" in WHMCS?

 

I see a couple different ways to define those terms.

 

Option 1:

 

1. Canceled - Customer placed order but canceled prior to payment.

2. Terminated - Was a paying client and canceled or did not pay their bill

 

 

Option 2:

 

1. Canceled - customer cancels the order

2. Terminated - customer stops paying for some reason without canceling first

 

 

Are there any other useful ways to define those terms? And what are you using and why?

 

We want to get some different perspectives before we decide how we are going to define each term.

Edited November 9, 2008 by WisTex

[Dominic]

Cancelled - account no longer needed, not wanted, etc.

Terminated - all the above + has been removed from systems (eg, account terminated on server, domain deleted)

[Lucas]

How long do you guys usually wait until terminating a customer who has not paid their bill? 60 days should be good enough?

[chickendippers]

Option 2. We terminate hosting accounts 15 days after the invoice due date.

[WisTex]

Cancelled - account no longer needed, not wanted, etc.

Terminated - all the above + has been removed from systems (eg, account terminated on server, domain deleted)

I didn't think about that way. I like that.

[WisTex]

Maybe there needs to be a 3rd option, in addition to Canceled & Terminated such as:

 

• Abandoned - For people who order but for some reason do not pay (i.e. abandoned in shopping cart)
  
• Canceled - Paying customer cancels their reoccuring order.
  
• Terminated - Provisioned order was removed from the system (i.e. removed from WHM)
  

 

Because I figure that it is useful to track the following:

• Abandoned Orders - Indicates a problem with your ordering process if it is too high. Either marketing material on the site needs to be better or the order process needs to be improved.
  
• Canceled Orders - Indicates how many people have had your service but canceled for some reason. If this is too high, then there are issues with customer retention.
  
• Canceled but still active vs. Terminated and deleted from system. It is useful to know whether the account has been deleted from the system, or it it is active and simply will not be renewed.