Planhat allows you to differentiate between logging an entire Company as churned, or just one License associated with a Company as churned.

This is because, in some cases, you may have multiple Licenses associated with one Company. This can happen if you have, for example, multiple products and each Company can choose to have one or several of those products.

When a Company decides to cancel all of their Licenses, you will churn the entire Company.

To do so, you will mark the Company as churned from the Company Full-Page Profile. Go to the Company Profile, click on the ellipsis icon in the top right hand corner, select "+ Add related object", and then select "Log Churn".

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In the case that the Company is just cancelling one of their Licenses with you (for example, they are choosing to stop using one of your products but still using another) you will only churn that one License.

To do so, you will go to the "Revenue" tab on the Company Full-Page Profile > "License" > edit the License to change the "Status" field to "Lost."

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Note that you may need to edit the columns shown to display the "Status" field. You can also choose to include this field in the License Preview and edit its value for a License record there.

If you work with refunds, and want to reflect this in your net retention calculations, without changing the original License, you can add a License with a negative value for the relevant time span. To clarify that this is a refund, crediting the balance of actively billed services, we recommend creating a recurring product named accordingly.

If you aim to work with Licenses in this way, we recommend renaming the License model to "Items", "Line Items", or a different name indicating that the model is also used to represent refunds.

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