TABLE OF CONTENTS

How can I check to see if I can still cancel a customer's NCE subscription?


Cancellation Window

The cancellation window for Microsoft NCE products is 7 days, or 168 hours from the time of purchase, or renewal of the subscription. Xvantage marketplace will not process any cancellations outside of the return window.

The cancellation window is applicable for any new orders, renewals, and mid-term seat additions.

 

When the cancellation window expires, partners will be unable to cancel their subscription. Instead, they must select the option in Xvantage to turn off auto-renew. The subscription will expire at the end of the term. 


If a Cancel order has been submitted within the cancellation window, Microsoft will first approve or reject the cancellation request and a pro-rated refund will be applied to your partner account.


Which Microsoft NCE ordering use cases will need intervention from Ingram Micro support team?

There are a few use cases where help via the Ingram Micro Modern Support team will be required in order to complete/modify an order.

  • Subscriptions purchased before February 2022:

    • Immediate Downsize (For orders that fall within the cancellation window)
      Microsoft currently does not have an API available to support immediate downsizes for orders that fall within the cancellation window. As a workaround, a service request via Modern Support can be submitted and escalated to Microsoft to complete this Change Order. Microsoft will manually do the downsize on their end and confirm when it is complete. This use case caters to when a subscription is downsized following:
      1. Any new order.
      2. An upsize (e.g. if 10 seats were added to an existing 100 seats, this use case will only apply to the 10 newly added seats.)
  • Partial Value Upgrades 

Partial value upgrades (change order for partial seats within a subscription) can be done via support request to our Modern Support team. While Microsoft supports partial value upgrades (dependent on approved upgrade paths in NCE), our Cloud Marketplace will need a manual support request in the time-being (Q1 CY22 function will be available). A partial value upgrade request can be submitted via contacting Ingram Micro Modern Support to complete this Change Order.


  • Subscriptions purchased in or after February 2022:

    • Immediate Downsize (For orders that fall within the cancellation window)
      Microsoft currently does not have an API available to support immediate downsizes for orders that fall within the cancellation window. As a workaround, a service request via Modern Support can be submitted and escalated to Microsoft to complete this Change Order. Microsoft will manually do the downsize on their end and confirm when it is complete. This use case caters to when a subscription is downsized following:
      • Any new order.
      • An upsize (e.g. if 10 seats were added to an existing 100 seats, this use case will only apply to the 10 newly added seats.)
    • Partial Value Upgrades 

Partial value upgrades (change order for partial seats within a subscription) can be done via support request to our Modern Support team. While Microsoft supports partial value upgrades (dependent on approved upgrade paths in NCE), our Xvantage marketplace will need a manual support request in the time-being. A partial value upgrade request can be submitted via contacting Ingram Micro Modern Support to complete this Change Order.