Ending a service stops it billing from a date you choose and, if the department has pro-rata credits switched on, credits the customer for any days already billed past that date. Don't delete a service record. End it, so the history and the invoices stay intact.
¶ End a service
- Open the service (from the customer's Services panel, or Services → Services) and click Edit.
- Set Date Ended to the last day the customer has the service.
- Under Billing Options, change Service Status: Pending Disconnection while the carrier processes it, Disconnected or Churned once it's gone.
- Record the Cancellation Ticket # and Cancellation Date the customer asked on. They're your audit trail if the cancellation is ever disputed.
- Add a Churn Reason (and Port Out Provider for numbers that ported away), then click Save.
A service under contract may attract an early-termination fee. Click Calculate ETF on the service page to see it before you confirm the cancellation with the customer.
¶ What happens on the next invoice
PracBill bills in advance, so the month the service ends in has usually been invoiced already. On the next bill run:
- the ended service is not charged again;
- if Pro Rata Credit for Ended Services is enabled for your department, a credit line appears for the unused days:
$50 × 23 unused days ÷ 31 = -$37.10for a $50 service ended on the 8th.
See Pro-rata credits for ended services for the full worked example and how to enable it.
¶ Moving a service to another account
When a customer changes entity or splits an account, recreate the services on the new account from the changeover date and end-date the old ones the day before. That gives a clean cut-over, so each entity's invoices show only its own charges. Check the new account's first invoice for unwanted pro-rata lines. Details: Services and subscriptions.
You've now been through the whole cycle: customer, service type, rate card, service, bill run, payment, cancellation. Head back to Getting started for where to go next.