Cancellations
Cancellation means a decision to stop doing or the act of causing something to end or no longer produce a certain effect. Contract cancellation means stopping the agreement. Accounts are upgraded by adding contracts. Accounts are downgraded by canceling contracts. Repossession happens to the entire account because we don’t believe the customer is honoring their obligations and is unlikely to change (and because, by definition, if we were not repossessing the entire account, it would be a downgrade).
Reason for contract cancellation
Too expensive
Don’t use it
Don’t like it/doesn’t work for me
Switching to different Bboxx product
The product wasn’t delivered
Default resolution/voluntary repo
Canceling a maintenance plan
other
There are two possible triggers for downgrading an account:
Customer-Initiated: A customer no longer wants a certain contract and reaches out to Bboxx, through a shop, CSCC, agent, etc.
Approval is driven by business rules, not Pulse
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Bboxx-Initiated: A customer is in default and rather than repo the whole account, a PWB user wants to remove a contract to protect the overall account performance.
This could be an option available to a Pulse user at the same time as choosing to repo a customer or delay a repo.
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Steps to follow when Canceling Contracts in Pulse 2.0
Step 1: Search for any customer that has ESF
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Step 2: Open the contracts Step 3: / Click on the dropdown to view the contact details
Step 43: Click on Cancel Contract Step 5: Follow the instructions Contract
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Step 4: Select the contract to cancel and the reason to cancel
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Note: canceling a metered device should not be possible if doing so leaves contracts that were attached to it that are still actively being paid, then do not allow the cancellation. But otherwise, allow the cancellation.
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Close: A contract with a metered device (ESF) can’t be canceled if there are contracts on the account.
Step 5: Enter the correct serial number and the returned quantity of products
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Note: The warning message is displayed before cancellation is confirmed
“Are you sure you want to cancel these contract(s)? Customers with existing on time will not gain on-time due to cancellations.”
The quantity of products that have been returned needs to be recorded. All of the products in the contract do not need to be returned for the contract to be canceled.
As Bboxx when a user starts the contract cancellation process a process cancellation action needs to be created so that the process can be completed when products are returned.
Step6: If you choose to complete the cancellation, you are asked to confirm
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Step 7: A confirmation message
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Step 8: Check if the contract is canceled
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Notes
A process cancellation action can be closed in two different ways
Completed
Voided
If voided: the User must enter one of the following reasons
Cancellation created incorrectly
Editing cancellation
Customer changed their mind
Customer’s payment performance improved
Other
If completed: The user will be shown the same flow/form as for recording a repossession except
It shouldn’t be compulsory to return the CU, so:
There shouldn’t be validation on the CU serial number
If CU is not returned, the user must select one of the following reasons
Opt-out of ESF contract
Canceling a different service
Other