Note: You can cancel a scheduled order at anytime before the renewal date. Whilst you are able to, you should not cancel this on the renewal date as it can cause problems. If the order has already been processed in partner centre and you cancel it in core it will fail the rollback changes stage and get stuck causing the subscription to go to a lapsed unexpectedly state and will not allow further changes. You will also need to contact Support@infinigate.cloud to correct the subscription and license counts for you.
You may log into core to make a change for a customer and find you are unable to as there is a pending scheduled order on the subscription. Whilst the scheduled order is there it will block further changes. Please follow the below steps to remove the schedule order. Once removed you can place the new order or put the scheduled order through with the revised quantity.
Actioning in Reseller UX1 View:
Log in to Core
Select Customers on the left-hand side
Click Orders from the side menu
Click manage on the order that is in a scheduled state
Once manage has been selected it will provide you with order details. It will give you the full order number, Who Placed the order, the customer and the total and license changes.
Click the 3 dots in the top right-hand corner > cancel order
Cancelling via Classic Panel:
Log In to Core
Click Classic Panel in the Top Right-hand corner
Navigate to Billing in the top right and then select orders on the left
Find the order and then click on the order number
Select Provisioning Orders
Click on the provisioning Order
Select Rollback scheduled changes
This will take a few moments. Once rolled back the order will automatically go into a cancelled state and will no longer apply.
Alternatively our support team is able to cancel the scheduled order for you. If you need any further assistance with this process or would like us to do this for you please contact our support team on support@infinigate.cloud or call us on 0345 249 3303.