Associate Failed to Cancel Procedure

Associate Failed to Cancel Procedure

Purpose

This process defines the required actions when handling scenarios where the customer reports a prior cancellation attempt.
It ensures cancellations are processed promptly, sales efforts are applied appropriately, and prior interactions are reviewed for compliance.

Guidelines

  1. Process cancellations immediately during the current interaction when authorized to act on the warranty.
  2. Failure to process a valid cancellation request is considered an attempt to avoid cancellation (see Red Flag Policy)
  3. Perform save efforts on all interactions where the customer requests or clearly implies cancellation.
  4. Take ownership when a customer reports a prior cancellation request, non-renewal request, or disagreement with a prior save/renewal. 
  5. Attempt to save the customer again during the current interaction.

Process

Repeat Call: Failed Cancellation

  1. Failures to cancel can be indicated by one of the following:
    1. Customer has the time/date of when they previously cancelled
    2. Customer has a cancel number they can provide.
    3. There are clear notes in TIMX SCM that the agent received a cancel request.
    4. Customer provides the agent's name for the previously requested cancellation.

  2. ADDITIONAL RETENTION EFFORTS must be performed to retain the customer.

  3. If sales efforts fail, cancel the warranty in TIMX. 

  4. Enter a request in QuickBase under the following reason codes:
    1. “Cancel – Rep Failed to Cancel”
    2. “Sears – Rep Failed to Cancel” 

  5. The previous agent’s supervisor will review the interaction and communicate the outcome.

  6. Ownership of the cancellation will be assigned based on the review results.

When Not to Enter a “Failure to Cancel” Follow-Up

DO NOT enter a follow-up into QuickBase for the scenarios below. Instead, cancel the contracts in TIMX with the appropriate cancellation code.

 Scenarios

  1. Home Sold, Rental, Mobile Home, etc.

  2. Sears Inactive Year Renewal Year (where the cancellation/non-renewal has already been entered.
    1. Disposition the Cancel Reason as:
      1. Miscellaneous >Sears Renewal Inactive Period

  3. Retention: Spoke to Customer Service Agent. They do not process cancellations generally.
    1. See your supervisor if you are unsure of the agent’s role.

  4. Customer saved by a previous agent. The customer is unable to provide one of the cancellation confirmation indicators listed above, and they are not disputing being active.
    1. See your supervisor for additional questionable scenarios not listed. 


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