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).
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.
In this instance, the customer’s ability to pay should be considered. Using payments made to the date and date of installation, we can calculate the average amount paid per day, the effective daily rate. We can compare that to the new, proposed DR to assess affordability. (Note: this would still be enforced through business rules rather than Pulse, at least for the beginning - the important thing is that the user has the information to make the decision.
Steps to follow when Canceling Contracts in Pulse 2.0
Step 1: Search for any customer that has ESF
Step 2: Open the contracts
Step 3: Click on the dropdown to view the contact details
Step 4: Click on Cancel Contract
Step 5: Follow the instructions
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