Cancel a Service Request

Cancel a Service Request

Customers may call in to cancel a Service Request. Prior to cancelling the request we must verify the following:  
  1. Has the technician been out to the home?
  2. Is this a Single or Multi-Item Service Request?
  3. Is the Service Job Status New or Accepted?
  4. Will we issue a Deductible Refund?
If the customer inquires about a refund of the deductible, we should use the above probing questions to determine if a deductible refund would be processed.
  1. A refund WOULD NOT be given if:
    1. The Service Provider has already went out to the home for diagnosis.
    2. It is a Multi-Item Service Request and not all items are being cancelled.
  2. A refund WOULD be given if:
    1. The Service Provider has not gone out to the home for diagnosis.
    2. It is a Single Item Service Request.
    3. It is a Multi-Item Service Request and all items are being cancelled.
This process is to take place in Zoho, cancellations will only occur in SB if unable to process in Zoho.

Cancel the Service Request in Zoho

  1. Open the Case.
  2. Click  Expand Menu, then select Service Request.
  3. Verify you have the correct Service Request.
  4. Click Cancel Service Job at the bottom of the page.
  5. Choose a Cancel Reason, then click  Confirm Cancel.
  6. Click  OK on the Information pop-up to close it.
  7. Enter a private comment describing your interaction with the customer and the reason for the cancellation.
  8. Click Save All at the bottom of the screen to save the comment.
  9. Enter the call log activity.
Set the proper expectations for the customer of 3-5 business days if a deductible refund will be issued.

Cancel the Service Request in ServiceBench

  1. Open the Service Job.
  2. Click Cancel.
  3. Choose a Cancel Reason, then click Cancel.
  4. Enter a private comment describing your interaction with the customer and the reason for the cancellation.
  5. Swivel back to Zoho to enter the call log activity.

Close the Service Order in ServiceBench

If in a department required to close the service order follow the steps below.
  1. Open the Service Job.
  2. Click the Service Order ID hyperlink.
  3. In the Service Description field, add the reason for closing the order
    1. Add your note after any existing notes - do not overwrite existing notes.
  4. Click Save.
  5. Click Close, then click OK on the confirmation pop-up.



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