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Introduction to contract cancellation in 2.0 (Downgrading a contract)

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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.

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. 

  • 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.

Steps to follow when Canceling Contracts in Pulse 2.0 

Step 1: Search for any customer that has ESF 

Step 2: Open the contracts / Click on the dropdown to view the contact details 

Step 3: Click on Cancel Contract

Step 4: Select the contract to cancel and the reason to cancel

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.

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

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

Step 7: A confirmation message

Step 8: Check if the contract is canceled

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 

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