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# Canceled Subscriptions and Reason Codes

MarketONE tracks Platform-managed subscription cancellations by sending API callbacks with reason codes to Merchants. Reason codes provide information about customer status and customer entitlement when a customer is no longer eligible for access (i.e., entitlements) to their service. They also provide context that help Merchants track customer churn. See the [OTT Service Callbacks API](https://docs.saas.amdocs.com/bundle/MarketONEOTTServiceCallbacks/page/index.html) for more details.

## Platform-Managed Subscription Cancellations

A Platform-managed subscription can be canceled under the following conditions:

* The system automatically triggers a cancellation because of a customer payment failure.
* A subscription that was created with a limited billing cycle reaches the end of that cycle. For example, seasonal or trial subscriptions that do not auto-renew.
* A Reseller (Service Provider) initiates a cancel, on behalf of the end customer, through an API request to MarketONE.

Once a subscription is terminated, MarketONE sends out a `deleteSubscription` API callback to the relevant Merchant to let them know about the cancellation.

## Cancellation Types

Broadly speaking, cancellations are grouped under two types:

* **Voluntary cancellations**: customer-initiated cancellations, sent to MarketONE by a Reseller's (Service Provider's) API request.
* **Involuntary cancellations**: system-initiated cancel because of hard or soft errors after the customer's grace period ends.

When a Reseller (Service Provider) sends a voluntary cancellation request to MarketONE, they can specify the `reason_code` as a path parameter in the API request URL:

| Example Cancel Request |
| - |
| `POST {{url}}/v2/subscriptions/{id}/actions/**cancel**?disentitle=true&settle=False&**reason\_code=1115**&send_cancellation_notice=true` |
| MarketONE then sends the a `deleteSubscription` API callback to the corresponding Merchant, and adds the same reason code to the payload. A corresponding `reasonDescription` in the callback includes the name of the Reseller (Service Provider) organization that initiated the cancellation: |

| deleteSubscription callback - voluntary |
| - |
| `{ "action": "DeleteSubscription", "partnerSubscriptionId": "string", "externalPartnerSubscriptionId": "string", "endDate": "string", "**reasonCode**": "1115", "**reasonDescription**": "ACME - account terminated" }` |
| Similarly, when MarketONE issues involuntary cancellations, the service also provides the appropriate reason code in the `deleteSubscription` API callback to the corresponding Merchant. A corresponding `reasonDescription` in the callback includes the name "Subscribe" to indicate that the cancellation was managed by the MarketONE Subscribe service: |

| deleteSubscription callback - involuntary |
| - |
| `{ "action": "DeleteSubscription", "partnerSubscriptionId": "string", "externalPartnerSubscriptionId": "string", "endDate": "string", "**reasonCode**": "5", "**reasonDescription**": "Subscribe - Unable to collect payment from customer." }` |

## Voluntary Reason Codes

MarketONE provides the following standard reason codes, with corresponding reason descriptions, for voluntary cancellations:

| Reason Code | Reason Description |
| - | - |
| 1111 | \{Merchant Name} - Generic Cancel (Default) |
| 1112 | \{Merchant Name} - Customer Dissatisfied |
| 1113 | \{Merchant Name} - Prevent Auto-Renewal |
| 1114 | \{Merchant Name} - Unable/Unwilling to Pay |
| 1115 | \{Merchant Name} - Account Terminated |

**Note:** If the Reseller (Service Provider) does not specify a reason in the initial cancel request, then MarketONE will send `1111` (Generic cancel) as the default value the `deleteSubscription` callback to Merchants.

## Involuntary Reason Codes

MarketONE provides the following standard reason codes, with corresponding reason descriptions, for involuntary cancellations:

| Reason Code | Reason Description |
| - | - |
| 5 | Subscribe - Permanently suspended for non-payment. Unable to collect payment. |
| 2 | Subscribe - AutoBill Ended |


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