(Multi-Seat Subscriptions) Cancelations and Returns

This option may be useful if the number of people who need the product is smaller than the number of purchased seats. For example, due to team reduction, you may want to return two out of seven Assets for Snagit seats.

To return some seats of a product now:

1. Visit manage.techsmith.com and sign in to your TechSmith account.
2. Select Seats.
3. (If you have multiple subscriptions) In the subscription selector, click the multi-seat subscription that contains the product seats which you would like to return.
   
4. Revoke the assignments for the seats that you would like to return.
   For example, if you would like to return two Assets for Camtasia seats, you need to have these two seats Available. Therefore, you need to revoke one seat assignment. See (Multi-Seat Subscriptions) Assign and Revoke Seats.
   
5. Check if you are entitled to a refund. See the When do I get a refund? section in this article.
6. Fill out a return request.

After the Sales team returns the seats on your behalf:

• On the subscription page, the number of total seats is updated. In our example, two out of four Assets for Camtasia seats were returned, so two seats remain.
  
• The Product updated event appears in Direct orders > History.
  
• We do not send any email notifications to you or the users whose seats were revoked.

This option may be useful if the purchased product is not meeting your needs.

To return all seats of a product now:

1. Check if you are entitled to a refund. See the When do I get a refund? section in this article.
2. Fill out a return request.

After the Sales team returns the product on your behalf:

• On the subscription page, the product details disappear.
• Users who had product seats assigned cannot access the product anymore.
• The Product canceled event appears in Direct orders > History.
  
• Email notification is sent to your shipping email address.
  

This option may be useful if all the products purchased within a multi-seat subscription are not meeting your needs.

To return the entire multi-seat subscription (all seats of all products) now:

1. Check if you are entitled to a refund. See the When do I get a refund? section in this article.
2. Fill out a return request.

After the Sales team returns the entire multi-seat subscription on your behalf:

• If this was your last active multi-seat subscription, in Direct orders > Subscriptions, the following message appears: “Product subscriptions will appear here”.
  
• If you have other active multi-seat subscriptions, in Direct orders > Subscriptions, the returned subscription is listed as inactive in the subscription selector.
  
• Users who had product seats assigned cannot access the products anymore.
• The Subscription canceled event appears in Direct orders > History.
  
• Email notification is sent to your billing email address.
  

This option may be useful if you would like to renew your multi-seat subscription with a smaller number of product seats. Please fill out a return request.

This option may be useful if you do not intend to renew a product in your multi-seat subscription.

After you cancel renewal for a product, it will remain active and available for assigned users until the end of the current billing month or year. After this, the product will be removed from the subscription.

To cancel renewal for a multi-seat product:

1. Visit manage.techsmith.com and sign in to your TechSmith account.
2. Select Direct orders.
3. (If you have multiple subscriptions) In the subscription selector, click the subscription that contains the product for which you would like to cancel renewal.
   
4. Locate the product for which you need to cancel renewal. The product will stay active until the date shown in the Renewal section (in this example, September 20, 2022).
   
5. From the product menu (), select Cancel product.
   
6. Confirm that you need to cancel renewal for the product. The cancelation cannot be undone.
   

After you cancel renewal for a product:

• Users with assigned product seats can continue the use of the product until the current billing month or year ends (in this example, September 20, 2022). On this date, the product will be removed from your multi-seat subscription, and all seat assignments will be revoked.
  
• The Product canceled event appears in Direct orders > History.
  
  

  The Date next to the Product canceled event shows the date when the product renewal was canceled (for example, September 23, 2021). However, the canceled product and all seat assignments remain active until the end of the current billing month or year (for example, September 20, 2022).

• Email notification is sent to your shipping email address.
  

• If auto-renewal is turned on for your multi-seat subscription, turn it off. You will not be charged again for this subscription. See (Multi-Seat Subscriptions) Auto-Renewal.
• If auto-renewal is turned off or unavailable for your multi-seat subscription, it will expire at the end of the current billing month or year. You can renew the subscription manually during a 60-day period (30 days before and after the expiration date). See (Multi-Seat Subscriptions) About Renewals.

If instead of the Cancel product option, you have the Remove product option, your multi-seat subscription expired.

You can remove the product to hide the product details and renew your subscription without this product. See (Multi-Seat Subscriptions) Expiration and Renewal.

In Direct orders > subscription selector, you can view your inactive multi-seat subscriptions:

• Subscriptions that expired 31+ days ago.
• Subscriptions that were canceled.

There is no possibility to view the details of an inactive subscription. However, you can find the related events and transactions in Direct orders > History, Payments, and Invoices.

If based on the TechSmith Return Policy, you are entitled to a refund for the returned product seats, you should receive it within 3–5 business days. In some cases, it may take longer, for example, if the credit card that was used to make the purchase expired, or if you chose to receive the refund via a check or wire transfer.

After your refund for a multi-seat purchase is processed:

• Email notification is sent to your billing email address.
  
• The refund details appear in Direct orders > Payments.