Associate Failed to Cancel Procedure
Requests to cancel must be processed immediately upon request if the agent is authorized to take action on the warranty. Sales efforts must be enacted on interactions involving a request for cancellation or a clear implication of cancellation. Failure to process cancellations as requested will be considered an attempt to avoid the cancellation.
If a caller indicates they previously requested to be cancelled or to be set up for non-renewal, or did not agree to the save/renewal, save efforts must be made by the agent receiving the call. If sales efforts fail, the warranty must be cancelled by the associate handling the current call. The agent will enter a request in QuickBase for the previous agent’s interaction to be reviewed by a Supervisor. Once the review is completed, the agent will be made aware of the outcome and the appropriate party will take ownership of the cancellation.
Process
Agent receives failure to cancel call from customer.
- Failures to cancel can be indicated by one of the following:
- Customer has the time/date of when they previously cancelled
- Customer has a cancel number they can provide
- There are clear notes in TIMX SCM that the agent received a cancel request
- Customer provides agents name for cancellation previously requested
- You must make sales efforts to attempt to retain the customer.
- If sales efforts fail, you must cancel the warranty in TIMX.
- Enter a request in QuickBase under the “Cancel – Rep Failed to Cancel” or “Sears – Rep Failed to Cancel” reason codes for the previous agent’s interaction to be reviewed by a Supervisor.
Scenarios where “Failure to Cancel” follow-ups should not be entered.
Do not enter a follow up into QuickBase for the scenarios below. Cancel the contracts in TIMX with the appropriate cancellation code instead.
|
Scenarios
|
|
Ineligible Property cancellations not completed such as Home
Sold, Rental, Mobile Home, etc.
|
|
Sears Inactive Year renewal year where
cancellation/non-renewal has already been entered.
- Cancel with the reason of “Void entered in
error”
|
|
Retention – Service Agent is who the customer spoke to. These
agents do not process cancellations in general.
*See your supervisor if unsure of an agents role.
|
|
Customer saved by a previous agent and does not provide one of
the indicators listed above. If customer is not disputing being active,
proceed with normal sales efforts.
*See your supervisor if there is a scenario in question.
|
Related Articles
Cancel Contract System Process
When a customer requests to cancel remember to use your AIM to Save Rebuttals. Save Offer/Cancel Contract is used to assist with retention efforts by displaying an Offer Incentive, and moving forward with cancelling the contract if the customer ...
Retention Red Flag Policy
An eligible Retention sales call is when the customer indicates agreement to the sales activity and has a clear understanding of the activities being undertaken on their warranty. It is the responsibility of Retention Sales associates to use all ...
Cancel Member Broker
Cancel Main Office (Member Broker) This process is used when a member broker account needs to be removed/cancelled. 1. Click on the HMS icon, select CCM Search. 2. Conduct a search using the broker number. (if not provided, search by main ...
A.I.M. Rebuttals
Benefits of the Warranty (BOW) When using a rebuttal during any Save attempt use applicable Benefits of the Warranty(BOW) based on the customer's warranty type to improve your save efforts. Benefits for all warranty types: 24/7, 365 support Industry ...
Pending Cancellation/Dunning Status Procedure
Accounts often fall into pending cancellation or dunning status for 45 days when a payment(s) are unsuccessful after multiple attempts, or after a customer is no longer eligible for mortgage/utility billing. SCM will display a Red Flag at the top of ...