[IMP] subscriptions: update close subs doc for 17
closes odoo/documentation#7327 Signed-off-by: Kevin Scannell (ksc) <ksc@odoo.com>
@ -1,105 +1,105 @@
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====================
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Close a subscription
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====================
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===================
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Close subscriptions
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===================
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Losing a customer is always difficult, especially if you put a lot of effort into getting them to
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sign up for your products/services. However, many companies come up with dubious methods to reduce
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the probability of this happening.
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.. raw:: html
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<div align="center" style="color:#AD5E99; font-size: 2rem ;margin: 20px 0"> <b>What is the right
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way to go?</b> </div>
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1. If you adopt such methods, you are among companies that actively and indirectly spread the
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phobia of subscriptions, who do not think about how negatively dissatisfied customers could impact
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their business and, who frustrate the customers in a way or another. However, at some point, it is
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understandable that you do not want your customers to be involved in your subscription status.
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2. If you do not adopt such methods, you are among companies that continue to evolve in a
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long-term subscription business model, especially in an era of ultra-fast communications between
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dissatisfied customers, and who retain their customers by making it easier for them to leave if
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they want to. By giving them the opportunity to close their own subscriptions, your customers do
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not feel trapped because they subscribed to your products/services.
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In summary, the **Odoo Subscriptions** application gives you the
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**possibility to choose what you want to apply**. Indeed, you can decide whether to give your customers the
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option to close their subscriptions whenever they want to or to restrict this possibility. It depends
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on you and we will show you how to do that in our amazing application.
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Odoo *Subscriptions* provides flexibility for businesses to decide whether customers can self-manage
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their subscriptions, or restrict that ability entirely.
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Configuration
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=============
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Go to :menuselection:`Subscriptions --> Configuration --> Subscription templates`. From there, you can
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create a new *Subscription template* or modify an existing one. When editing your template, underneath
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the Invoicing tab, you have the possibility to activate the option *Closable by customer*.
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Once enabled, this option gives your customers the right to close their own subscriptions.
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Start by navigating to :menuselection:`Subscriptions app --> Configuration --> Recurring Plans`.
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From there, either create a new plan by clicking :guilabel:`New` or select an existing one to modify
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it.
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.. image:: closing/configuration-to-close-your-subscriptions.png
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:align: center
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:alt: Configuration to close your subscription with Odoo Subscriptions
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Once on the :guilabel:`Recurring Plans` form, enable the :guilabel:`Closable` option, in the
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:guilabel:`Self-Service` section, to allow customers to close their own subscriptions using the
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customer portal.
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.. note::
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Be sure to check out our documentation on
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how to :doc:`Use subscription templates <plans>`
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to fully understand the importance of this feature in a basic flow using the
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**Odoo Subscriptions** application.
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.. image:: closing/recurring-plans-closable-option.png
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:align: center
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:alt: The Closable option on a recurring plan form in Odoo Subscriptions.
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Close your first subscription
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=============================
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.. seealso::
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:doc:`Configure recurring plans <plans>`
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Close a subscription
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====================
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Administrator view
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------------------
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Once confirmed, a quotation becomes a sales order and a new subscription is automatically created.
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Therefore, this subscription has the status *In progress*. From there, you have the possibility to
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close the subscription.
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After a quotation for a subscription product has been confirmed, it becomes a sales order, and the
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subscription status changes to :guilabel:`In Progress`.
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.. image:: closing/close-your-subscriptions-as-an-administrator.png
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:align: center
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:alt: Close your subscription from an administration point of view with Odoo Subscriptions
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At that point, the ability to close the subscription becomes available, via the :guilabel:`Close`
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button at the top of the subscription order, near the row that contains :guilabel:`In Progress` and
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other stages. This option is also available after the order has been invoiced and the payment has
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been registered.
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By using the smart button *Close*, you have to enter a close reason. For example, "Subscription too
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expensive", "Subscription does not meet my requirements", "Subscription reached its end date", etc.
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Immediately after confirming your close reason, you can observe that the status of the subscription
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is now *Closed* and that the close reason is mentioned on the subscription.
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.. image:: closing/close-subscriptions-administrator.png
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:align: center
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:alt: Close subscription from an administration point of view with Odoo Subscriptions.
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.. image:: closing/use-of-close-reasons.png
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:align: center
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:alt: What happens when you close your subscription with Odoo Subscriptions?
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Clicking the :guilabel:`Close` button prompts a :guilabel:`Close Reason` pop-up window to appear,
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allowing administrators to input the reason for closing the subscription, or choose from the
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drop-down menu of options in the :guilabel:`Reason` field.
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.. image:: closing/close-reason-popup.png
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:align: center
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:alt: The Close Reason pop-up when the Close button is clicked in Odoo Subscriptions.
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When the desired :guilabel:`Reason` is entered, click the :guilabel:`Submit` button.
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Clicking :guilabel:`Submit` on the :guilabel:`Close Reason` pop-up window updates the subscription
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sales order to show :guilabel:`Churned` status tag, along with the specified :guilabel:`Close
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Reason`.
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.. image:: closing/churned-sales-order.png
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:align: center
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:alt: A churned sales order for a closed subscription in Odoo Subscriptions.
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That same close reason can be found in the *Chatter* of the sales order, as well.
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.. image:: closing/churned-sales-order-chatter.png
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:align: center
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:alt: The chatter of a churned sales order for a closed subscription in Odoo Subscriptions.
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Customer view
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-------------
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As previously explained in the *Administrator view* part, from the subscription form, you also have
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the possibility to visualize what your customers see when managing their subscriptions thanks to the
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*Customer preview* button. In this example, the customer has the choice to close his/her subscription
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whenever he/she wants to, due to the *Close Subscription* button.
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.. note::
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As an administrator, the ability to visualize what customers see when managing their
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subscriptions is accessible via the :guilabel:`Preview` button, located at the top of the
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subscription sales order.
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.. image:: closing/close-your-subscriptions-as-a-customer.png
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:align: center
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:alt: Close your subscription from a customer point of view with Odoo Subscriptions
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From the customer's point of view, in the customer portal, the :guilabel:`Close Subscription` button
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is located on the left side of the sales order.
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By using this button, the customer can specify the reason for cancelling his/her subscription and
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he/she can even leave a message.
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.. image:: closing/close-subscription-button-customer-view.png
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:align: center
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:alt: Close subscription button on a customer's view of a sales order in Odoo Subscriptions.
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.. image:: closing/use-of-close-reasons-as-a-customer.png
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:align: center
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:alt: What happens when customers close their subscription with Odoo Subscriptions?
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When the customer clicks the :guilabel:`Close Subscription` button, a :guilabel:`Close Subscription`
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pop-up window appears, in which the customer has to choose from a select list of reasons why they
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are choosing to close the subscription.
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By confirming the cancellation, the customer is redirected to his/her portal. The administrator is
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informed of this modification. Indeed, the status of the subscription becomes *Closed* and a note
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appears in the chatter with the new stage, the end date, the close reason, and the closing text
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added by the customer.
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.. image:: closing/chatter-history-when-a-customer-closes-a-subscription.png
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:align: center
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:alt: What happens when customers close their subscription in Odoo Subscriptions?
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.. image:: closing/close-subscription-customer-pov.png
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:align: center
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:alt: The close subscription pop-up window customers see when closing a subscription.
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.. note::
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Before closing a subscription, check out our documentation on how to
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:doc:`Create a quotation using subscription products <../subscriptions>`
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to understand how subscriptions are managed in the **Odoo Subscriptions** application.
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Customers can *only* chose a pre-configured reason why the subscription is being closed. They can
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*not* enter a custom reason from the customer portal. These selections can be adjusted by
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navigating to :menuselection:`Subscriptions --> Configuration --> Close Reasons`.
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Once the customer has chosen a close reason, they would click the :guilabel:`Submit` button on the
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pop-up window.
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Upon closure, the subscription order in the customer portal is tagged as :guilabel:`Closed`.
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In addition, the specified :guilabel:`Close Reason` appears on the subscription order in the
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*Subscriptions* app in the backend (Administrator's view).
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.. seealso::
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- :doc:`../subscriptions`
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