Cancellations
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). Cancellations
Contract cancellation means stopping the agreement. By canceling contracts you are removing a contract with Bboxx.
Cancellation of contracts can be done by the following users in pulse 2.0:
Admin
Back Office Management
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
Cancelling 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
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
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/ Click on the dropdown to view the contact details
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Step
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3: Click on Cancel
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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 contract only is not possible. To cancel a metered contract you need to cancel all contracts.
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 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 cancelled.
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 cancelled
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