Planhat allows you to differentiate between logging an entire company (or account) 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 account. This can happen if you have, for example, multiple products and each customer can choose to have one or several of those products. 

When the customer decides to cancel all of their licenses you will churn the entire account. 

To do so, you will mark the customer as churned from the company profile. Go to the company profile, click on the ellipsis icon in the top right hand corner and select "Log Churn".

In the case that the customer 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 profile > License (x) > View License Details, edit the license, and change the Renewal Status to "Lost." 

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.