[IMP] subscriptions: update close subs doc for 17

closes odoo/documentation#7327

Signed-off-by: Kevin Scannell (ksc) <ksc@odoo.com>
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KC (ksc) 2024-01-09 14:13:32 -08:00
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====================
Close a subscription
====================
===================
Close subscriptions
===================
Losing a customer is always difficult, especially if you put a lot of effort into getting them to
sign up for your products/services. However, many companies come up with dubious methods to reduce
the probability of this happening.
.. raw:: html
<div align="center" style="color:#AD5E99; font-size: 2rem ;margin: 20px 0"> <b>What is the right
way to go?</b> </div>
1. If you adopt such methods, you are among companies that actively and indirectly spread the
phobia of subscriptions, who do not think about how negatively dissatisfied customers could impact
their business and, who frustrate the customers in a way or another. However, at some point, it is
understandable that you do not want your customers to be involved in your subscription status.
2. If you do not adopt such methods, you are among companies that continue to evolve in a
long-term subscription business model, especially in an era of ultra-fast communications between
dissatisfied customers, and who retain their customers by making it easier for them to leave if
they want to. By giving them the opportunity to close their own subscriptions, your customers do
not feel trapped because they subscribed to your products/services.
In summary, the **Odoo Subscriptions** application gives you the
**possibility to choose what you want to apply**. Indeed, you can decide whether to give your customers the
option to close their subscriptions whenever they want to or to restrict this possibility. It depends
on you and we will show you how to do that in our amazing application.
Odoo *Subscriptions* provides flexibility for businesses to decide whether customers can self-manage
their subscriptions, or restrict that ability entirely.
Configuration
=============
Go to :menuselection:`Subscriptions --> Configuration --> Subscription templates`. From there, you can
create a new *Subscription template* or modify an existing one. When editing your template, underneath
the Invoicing tab, you have the possibility to activate the option *Closable by customer*.
Once enabled, this option gives your customers the right to close their own subscriptions.
Start by navigating to :menuselection:`Subscriptions app --> Configuration --> Recurring Plans`.
From there, either create a new plan by clicking :guilabel:`New` or select an existing one to modify
it.
.. image:: closing/configuration-to-close-your-subscriptions.png
:align: center
:alt: Configuration to close your subscription with Odoo Subscriptions
Once on the :guilabel:`Recurring Plans` form, enable the :guilabel:`Closable` option, in the
:guilabel:`Self-Service` section, to allow customers to close their own subscriptions using the
customer portal.
.. note::
Be sure to check out our documentation on
how to :doc:`Use subscription templates <plans>`
to fully understand the importance of this feature in a basic flow using the
**Odoo Subscriptions** application.
.. image:: closing/recurring-plans-closable-option.png
:align: center
:alt: The Closable option on a recurring plan form in Odoo Subscriptions.
Close your first subscription
=============================
.. seealso::
:doc:`Configure recurring plans <plans>`
Close a subscription
====================
Administrator view
------------------
Once confirmed, a quotation becomes a sales order and a new subscription is automatically created.
Therefore, this subscription has the status *In progress*. From there, you have the possibility to
close the subscription.
After a quotation for a subscription product has been confirmed, it becomes a sales order, and the
subscription status changes to :guilabel:`In Progress`.
.. image:: closing/close-your-subscriptions-as-an-administrator.png
:align: center
:alt: Close your subscription from an administration point of view with Odoo Subscriptions
At that point, the ability to close the subscription becomes available, via the :guilabel:`Close`
button at the top of the subscription order, near the row that contains :guilabel:`In Progress` and
other stages. This option is also available after the order has been invoiced and the payment has
been registered.
By using the smart button *Close*, you have to enter a close reason. For example, "Subscription too
expensive", "Subscription does not meet my requirements", "Subscription reached its end date", etc.
Immediately after confirming your close reason, you can observe that the status of the subscription
is now *Closed* and that the close reason is mentioned on the subscription.
.. image:: closing/close-subscriptions-administrator.png
:align: center
:alt: Close subscription from an administration point of view with Odoo Subscriptions.
.. image:: closing/use-of-close-reasons.png
:align: center
:alt: What happens when you close your subscription with Odoo Subscriptions?
Clicking the :guilabel:`Close` button prompts a :guilabel:`Close Reason` pop-up window to appear,
allowing administrators to input the reason for closing the subscription, or choose from the
drop-down menu of options in the :guilabel:`Reason` field.
.. image:: closing/close-reason-popup.png
:align: center
:alt: The Close Reason pop-up when the Close button is clicked in Odoo Subscriptions.
When the desired :guilabel:`Reason` is entered, click the :guilabel:`Submit` button.
Clicking :guilabel:`Submit` on the :guilabel:`Close Reason` pop-up window updates the subscription
sales order to show :guilabel:`Churned` status tag, along with the specified :guilabel:`Close
Reason`.
.. image:: closing/churned-sales-order.png
:align: center
:alt: A churned sales order for a closed subscription in Odoo Subscriptions.
That same close reason can be found in the *Chatter* of the sales order, as well.
.. image:: closing/churned-sales-order-chatter.png
:align: center
:alt: The chatter of a churned sales order for a closed subscription in Odoo Subscriptions.
Customer view
-------------
As previously explained in the *Administrator view* part, from the subscription form, you also have
the possibility to visualize what your customers see when managing their subscriptions thanks to the
*Customer preview* button. In this example, the customer has the choice to close his/her subscription
whenever he/she wants to, due to the *Close Subscription* button.
.. note::
As an administrator, the ability to visualize what customers see when managing their
subscriptions is accessible via the :guilabel:`Preview` button, located at the top of the
subscription sales order.
.. image:: closing/close-your-subscriptions-as-a-customer.png
:align: center
:alt: Close your subscription from a customer point of view with Odoo Subscriptions
From the customer's point of view, in the customer portal, the :guilabel:`Close Subscription` button
is located on the left side of the sales order.
By using this button, the customer can specify the reason for cancelling his/her subscription and
he/she can even leave a message.
.. image:: closing/close-subscription-button-customer-view.png
:align: center
:alt: Close subscription button on a customer's view of a sales order in Odoo Subscriptions.
.. image:: closing/use-of-close-reasons-as-a-customer.png
:align: center
:alt: What happens when customers close their subscription with Odoo Subscriptions?
When the customer clicks the :guilabel:`Close Subscription` button, a :guilabel:`Close Subscription`
pop-up window appears, in which the customer has to choose from a select list of reasons why they
are choosing to close the subscription.
By confirming the cancellation, the customer is redirected to his/her portal. The administrator is
informed of this modification. Indeed, the status of the subscription becomes *Closed* and a note
appears in the chatter with the new stage, the end date, the close reason, and the closing text
added by the customer.
.. image:: closing/chatter-history-when-a-customer-closes-a-subscription.png
:align: center
:alt: What happens when customers close their subscription in Odoo Subscriptions?
.. image:: closing/close-subscription-customer-pov.png
:align: center
:alt: The close subscription pop-up window customers see when closing a subscription.
.. note::
Before closing a subscription, check out our documentation on how to
:doc:`Create a quotation using subscription products <../subscriptions>`
to understand how subscriptions are managed in the **Odoo Subscriptions** application.
Customers can *only* chose a pre-configured reason why the subscription is being closed. They can
*not* enter a custom reason from the customer portal. These selections can be adjusted by
navigating to :menuselection:`Subscriptions --> Configuration --> Close Reasons`.
Once the customer has chosen a close reason, they would click the :guilabel:`Submit` button on the
pop-up window.
Upon closure, the subscription order in the customer portal is tagged as :guilabel:`Closed`.
In addition, the specified :guilabel:`Close Reason` appears on the subscription order in the
*Subscriptions* app in the backend (Administrator's view).
.. seealso::
- :doc:`../subscriptions`

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