How to Cancel Future Invoices for a Customer / How to Churn a Customer

Summary / Introduction

Learn how to cancel future invoices for a customer by updating their billing schedule. If future invoices have already been scheduled, they must first be unscheduled and returned to Draft status before making billing schedule changes.

Step-by-Step Instructions

Prerequisite: Check for Scheduled Invoices

If any future invoices are currently in Scheduled status, they will not be automatically removed when you reduce the number of billing periods.

• Navigate to the customer's invoices.

• Identify any future invoices in Scheduled status.

• Unschedule those invoices and return them to Draft status.

• Once all future invoices are in Draft status, continue with the steps below.

Cancel Future Invoices

• Navigate to the customer's page.

• Click on the Billing terms.

  

• Select the billing term you want to modify.

• Click Edit Billing term.

  

• Decrease the number of periods to remove the desired number of future invoices.

Tips & Best Practices

• Review the updated billing schedule after making changes to ensure the correct invoices have been canceled.

• Churning a customer can be completed at the billing term level.

• If future invoices are already scheduled, reducing the number of billing periods will not automatically delete them. Unschedule the invoices and return them to Draft status before updating the billing schedule.

Other ways to stop future billing

Reducing the number of billing periods (this article) shortens the remaining invoice count on a billing term. Use a different workflow if you are ending the customer or the billing term mid-contract.

Churn a customer or end billing on a date → Terminate Billing Terms (BTs)

Use this when the customer is churning, or when a billing term should stop as of a last day of service. Terminate:

• Shortens the final service period to that date

• Removes future unsent invoices so they do not regenerate

• Does not require unscheduling invoices first

This is the recommended path for most “cancel future invoices / churn a customer” cases. Repeat for each billing term you need to stop.

End a usage commitment → Terminate Commitment

Use this when the customer has a usage commitment. Terminating the commitment ends the commitment and all associated billing terms as of the termination date.