This article goes over the process of cancelling a client's billing account in Chargeover.  This should only be done after the client cancellation process has been finalized in dubs.


There are two circumstances that will cause a client's Chargeover account to be cancelled.

  • They request to close their build
  • We terminate them (this is almost always due to non-payment).

The first step to cancellation will differ depending on the reason their account is closing, but all other cancellation steps in Chargeover are universal.

If they requested the cancellation we will owe them a prorated refund for however many days remain in their billing cycle as of the cancellation date. For example, if their invoice date is the 20th, that means that each billing cycle runs from the 20th of each month to the 19th of the following month.  If their cancellation date is the 7th, they would be owed a refund for 12 days.  

How to do the math

In this example the billing cycle is Oct. 20th - Nov. 19th, the cancellation date is Nov. 7th, and the amount is $324

        1. Calculate the number of days to prorate

                    final date in the billing cycle cancellation date = number of days to prorate

                    so in this example 19 - 7 = 12 days

        2. Calculate the daily rate

                invoice total ÷ number of days in the billing cycledaily rate

                    $324 ÷ 31 = $10.45

                                 *the number of days in the billing cycle is also the number of days in the month the invoice was created


        3. Calculate the amount to refund

                    $10.45 x 7 days = $73.15

If the cancellation date had been before the end of October, you can figure out the number of prorated days with the math below.  In this example the billing cycle is still Oct. 20 - Nov. 19, but the cancellation date is the 29th.

            final day of billing cycle + number of total days in the billing cycle cancellation date number of days to prorate

            19 + 31 -29 = 21

If we terminate them for non-payment try one final time to process payment.  If it is unsuccessful:

  1. Void any open invoices created in the current month.  
  2. Issue a credit for the full remaining balance and apply it to the other open invoices 
  3. Download a PDF of the credit 
  4. Send an email to Gina (our accountant) to let her know they need to be written off as bad debt
            SUBJECT:  Bad Debt Write Off - Clinic Name
            BODY: Hi Gina - We had to terminate our client, [[Clinic Name]]. Can you assist with writing off their debt?  A credit for the balance owed has been issued in Chargeover, and the details are attached.  Let me know if you have any questions.
    Make sure to attach the PDF of the credit! 

    This email should be sent to the following:

The steps below pertain to all cancellations in Chargeover, regardless of the reason.

1. You will need to cancel all subscriptions.

  • Open the subscription
  • Click the 3 dots in the menu
  • Select 'Cancel Subscription'
  • A new window will pop up asking for the reason. Choose the applicable reason from the drop down options, and click the "Cancel This Subscription" button

2. Update the clinic's name

  •  Go to the clinic's CO dashboard and click "Edit" on the menu bar
  •  Add "INACTIVE" in front of the clinic name.
  •  Save the edit.

3. Disable their account 

  • Click the 3 dots on the right side of the menu bar

    NOTE: If you have not closed out all invoices & subscriptions you'll get this error message

  • Select "Make Inactive"  (DO NOT DELETE - This makes it so that they will not show up in any searches, and we basically lose access to their history)

  • A confirmation window will pop up where you will need to click "Make Inactive" another time