How should account cancellation requests be handled?

Support receives a request from an to cancel their EverBright subscription.  The request could come directly from the installer or from an EverBright employee or shared mail such as David Ellis (onboarding@goeverbright.com) or James and Joe (Sales/Account management).

1. Update the SS ticket:

• Change Request Type to "Account Management".

• Add the Account Manager, allsales@goeverbright.com as Request Participants.

• Make sure the org's name is filled in

• If the request came from the customer -

Hello,

Thank you for reaching out and we are sorry to see you go.  We wish you all the best in your future endeavors!

Have a great day!

Regards,

(Your Name)

• If the request came from an internal party -

  • Do not send a reply and do not add customer contact information on the ticket

2. Create a linked CS ticket:

• Project - Customer Success (CS)

• Issue Type - task

• Epic - Billing

• Description - "Account Cancellation"

• Before clicking Create, scroll to the bottom of the Create linked issue page and select Copy attachments

• Update the Organization

• Assign to @Elenito Garcia Jr. or @Nenad Tasic

• Change Status to "Waiting for Configuration"

• Notify @Elenito Garcia Jr. or @Nenad Tasic via Slack of a cancellation request, send a link to the ticket

• Search the Jira ticket queue and close all open support tickets for the organization that is being cancelled

3. Update the SS ticket

• Once config has processed the cancellation request,

  • If an automated response is sent to the customer, no response is necessary and the ticket can be closed.

  • Otherwise, respond to the customer:

Hello,

This is to confirm that we’ve received your cancelation request. Your account will be deactivated at the end of the month and you won’t be charged any further.

Thank you for using Everbright and we wish you all the best in your future endeavors!

Regards,

(Your Name)

• Close the ticket

• Resolution type - Cancellation