Can I cancel Salesforce Commerce Cloud mid-contract?

Not without paying the full remaining contract value. MSA Section 11.4 requires customers to pay all unpaid fees for the remainder of the term upon early termination. The only exception is if Salesforce commits a material breach that goes uncured for 30 days. There is no standard termination-for-convenience clause.

Will I get a refund when I cancel?

No. The MSA explicitly states all fees are non-cancelable and non-refundable. The 30-day refund policy that applies to some Salesforce SMB tiers does not apply to Commerce Cloud enterprise contracts.

What happens to my data after cancellation?

Salesforce retains your data for approximately 30 days after contract expiry (up to 120 days for some products), then permanently deletes it. Export all data before your contract end date using Setup → Data Export → Export Now in the Classic UI.

Can I reduce licenses or usage to lower my bill mid-term?

No. MSA Section 5.1 explicitly prohibits decreasing purchased quantities during a subscription term. You are locked into your contracted minimum (typically 60–70% of projected GMV) for the full term.

How far in advance do I need to send the cancellation notice?

The standard MSA requires written notice at least 30 days before the contract renewal date. Practitioners strongly recommend sending notice 60 days in advance to allow buffer time if the AE disputes receipt or delays confirmation.

Can I reactivate after cancellation?

Yes — you would need to contact a Salesforce Account Executive to negotiate and sign a new contract. There is no self-service reactivation; all new contracts go through the standard enterprise sales process.

Cómo cancelar Salesforce Commerce Cloud (2026)

Los planes de Salesforce Commerce Cloud empiezan desde 0,00 US$/mes. Sigue nuestra guía de 5 pasos para cancelar tu suscripción en unos 30 minutos — con consejos para evitar ofertas de retención.

Actualizado: abril de 2026

Duro

Visitar el sitio web

Tiempo estimado:30 minutos

Método Cancelar:Email

Locate your contract documents

Find your Master Subscription Agreement (MSA) and Order Form, provided as PDFs during onboarding. Identify your contract end date, auto-renewal clause, and the required notice window (standard is 30 days before renewal; send 60 days early to be safe).

Log in and check for self-serve toggle

Log in as System Administrator at login.salesforce.com. Click your avatar or the Gear icon → 'Your Account', then navigate to the 'Contracts' or 'Subscription' tab. If an 'Auto-Renew' toggle is visible, turn it off. Note: this toggle is rarely available for Commerce Cloud enterprise plans — if absent, proceed to step 3.

Send formal written non-renewal notice to your Account Executive

Email your Salesforce Account Executive (AE) and CC the billing contact. Use subject line: 'NOTICE OF NON-RENEWAL — [Your Org ID] — [Contract End Date]'. State clearly that you do not wish to renew. Request a written confirmation of receipt. Save the timestamped email thread as proof.

Confirm receipt and process cancellation

Follow up if the AE does not confirm within 2–3 business days. If unresponsive, escalate by logging a support case at help.salesforce.com (Trailblazer portal) and calling Salesforce at 1-800-667-6389 (Mon–Fri, 8 AM–8 PM EST). Reference your contract number and non-renewal notice date.

Export all data before contract expiry

Before your contract end date, export all data. In Classic UI: Setup → Quick Find → 'Data Export' → 'Export Now' → select all file types → download. For B2C Commerce, review retention settings at Setup → B2C Commerce → Retention Settings. Salesforce deletes data within 30–120 days after contract expiry.

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