Handling Client Cancellation Requests in Billsbee
Introduction
This guide outlines the process for handling client requests to cancel or suspend their services, specifically focusing on procedures. The aim is to ensure a smooth cancellation process while attempting client retention. By following these instructions, you will be able to efficiently manage cancellation requests and avoid client frustration.
Step-by-Step Instructions
Receiving a Cancellation Request
When a client requests to cancel or suspend their service, the first step is to attempt retention before completing the cancellation process. This involves reaching out to the client to discuss their concerns and potentially retain them as a customer.\
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Retention should be done by the managers
Documenting the Request
Upon receiving a client’s request via call, text, or email, you need to document the request in an Excel sheet.
- Add the client's information in the cancellation tab, including their name, phone number, date of cancellation, total amount collected, number of months in the program, and reason for cancellation.
- Update Billsby - Search Client info and update the services to suspended. \ \ Common Errors: \ If the Billsby won’t suspend check the follow: \ Invoice - If it says unpaid payments then you need to write it off and then proceed to update the status as suspended.
Updating the Excel Sheet
Ensure that the client is added at the top of the cancellation list in the Excel sheet, following the specified format.
Canceling Subscription in Billsbee
After updating the Excel sheet, the next crucial step is to cancel the client's subscription in Billsbee.
- Search for the client's name in Billsbee and click on their profile.
- Click on "View" to access their account details.
Handling Unpaid Payments
If an error appears due to unpaid payments, follow these steps:
- Navigate to the client's subscription and check for unpaid invoices.
- Write off any unpaid amounts to proceed with the suspension.
Finalizing the Suspension in Billsbee
- Return to the client's profile after addressing unpaid invoices.
- Click "View," update the status to "Suspended," and confirm the update.
Ensure Completion of Process
Make sure both steps—updating the Excel sheet and suspending the service in Billsbee—are completed to avoid further charges and frustration.
Conclusion
By following these steps, you will efficiently handle client cancellation requests while attempting to retain clients. This process ensures consistency and respect for client requests, minimizing frustration and maintaining a positive relationship. Only managers are authorized to fully cancel accounts, ensuring that all necessary steps are taken for a smooth cancellation process.