Help Center
· The customer requests to cancel.
- The requests are typically made via email/ticket.
- All requests to cancel must be passed on to sales/Rick to attempt to save. If the cancellation pertains to or affects the merchant account, the request must be sent to the sales agent.
- The sales agent will contact the customer regarding the cancellation request.
- If the customer is moving forward with the cancellation, the sales agent will write details of the conversation in the CRM, including reason for cancellation.
· Send cancellation link via ticket.
- A cancellation form must be completed prior to cancelling any subscriptions.
- Send an email through Desk so it is easy to track. For subject: ACTION REQURIED: Kennel Connection Cancellation Form. Use the Cancellation canned email.
- Set ticket status to “Sent Cancellation Link” and classification to “cancellation”.
- If they are cancelling their merchant account, put in a ticket for Talia and note the reason for cancelling the MID and whether we are charging an ETF. She will send out the merchant cancellation form.
· Cancel subscription when form is submitted.
- The form will come in as a ticket. The cancelled subscriptions, the reason for cancelling and the effective date will be on the form.
- In Zoho Billing, search for the customer. All past and current subscriptions are on the customer’s subscription page. Subscriptions that are live and in good standing will be green, unpaid and/or paused subscriptions will be red, and cancelled subscriptions will show gray. Any past due receivables and/or unused credits will be listed.
- Click on the subscription you wish to cancel, click on “more” in the top right-hand corner, and click “cancel subscription” in the drop down. Select either “Immediately” or “End of Term” (refer to customer’s cancellation form) and note the reason for cancellation. If there isn’t a phone number tied to the subscription, there will be a pop up after you click “Proceed”. Ignore it, as the subscription has been cancelled.
· Update customer’s CRM card.
- Update any tags and add warnings, if applicable. Examples would be “Cancelled Account”, “Cancelled Merchant”, or “Support Expired”, etc.
- Uncheck “active” and select the cancellation date for support.
- Under Subscription Details, remove any features in use and add ons.
- Under Cancelled Subscriptions, select applicable subscriptions and leave a brief note.
- If there are any opportunities open or in process, mark them as “closed/lost”.
- Cancelled Live Access, SMS subscriptions, Cloud, and HG will need to be cancelled in Staff Tools. If a future cancellation, caldendar.
- Write detailed notes under the Notes section. Include which subscriptions were cancelled, why and any other pertinent information.
· Update the cancellation spreadsheet.
· Close the ticket(s).
- Note that the subscription has been cancelled and close the cancellation form ticket. Close any other tickets pertaining to the cancellation.