1. No Rebuttals in the following states: AK, IA, ID, MA, NC, SC, UT
   
2. Excluded from Offers: IA, MA, UT
   
3. Limitations: AZ and WA are eligible for offers up to $100 ONLY.

Cancellations must be processed in a certain order to ensure that any refund due to the customer can be processed in TIMX SCM.

1. AIM to Save.
   
2. Utilize Save/Cancel Offer Incentives and exhaust all retention efforts.
3. If unable to save, initiate the Refund Calculator to calculate funds due or owed to the customer. 
4. If money owed, collect the lesser of the two and/or the promotion-early cancellation fee (if applicable).
5. Process the cancellation and select the correct Cancel Reason.

Reminder: California customers are to be transferred to the CA Retention group at Ext. 69205.

P3V2 Contracts will follow the Stop Bill process where the Cancellation date will be the last day of their current Billing Cycle. The contract will be in an Active (Cancellation Scheduled) status until the cancellation date. 

Save/Offer Cancel

1. In TIMX SCM click on the Menu Options located on the toolbar.
   
   
2. Select Save Offer/Cancel.
   
   
3. The Notification Method will default to Verbal.
   Review the Contract Cancellation Reasons table for cancellation reasons located under Verbal or Written.
   
   
4. Click on the down arrow for the Main Reason Category, then select the Appropriate Reason, and click OK.
   
   
5. Click Next.
   
   
   
   
6. Select the Cancellation Reason; click OK.
   
   
   
   
7. The Notice Date defaults to the current date. Manually update the cancellation date as necessary. 
   If the Notice Date is a future date, then Stop Bill applies. Select NEXT.
   
   
8. If the customer is eligible for an Offer Incentive, a pop-up may display offers.
   
1. Use your judgment to present an appropriate offer based on customer experience and sentiment: 5%, 10%, 15%, 20%, 30% off. 

If the customer calls in on the ONLINE/MYACCOUNT cancel number, skip to the best offer to save the customer. Otherwise, follow the process below: 

1. DO NOT start with the highest offer.
   
2. Based on what the customer says, their tenure, and claim history, start at low to midrange.
   
3. If customer declines; offer the highest offer.
   
4. Obtain PERMISSION from a supervisor by presenting WHY the highest offer should be used.
   
5. DOCUMENT the name of the supervisor who provided permission in your notes.

To extend the offer to the renewal year or apply the offer to the renewal year only, follow the Renewal Incentive Process.
For customers within the renewal period wanting to change their plan or add options/additions, make the changes first and apply the incentive last. 

Offers CANNOT be combined with non-renewal.

REVIEW NOTES to see if a dunning/reinstatement incentive has been applied BEFORE offering additional incentives to prevent billing issues.

1. You will see:
   
1. Next Bill Date, Last Bill Date, Remaining Installments (Use this to advise how many months they will receive the percentage off).
   
2. Offer Value, Offer Type, Offer Amount (Amount off per month), Current Charge Amount, New Charge Amount (New monthly payment reflecting percentage off).  
3. You may use the Remaining Installments multiplied by the Offer Amount to calculate the overall savings.
   
4. If the customer accepts the offer, check the correct box and click Accept Offer.
   
   

   

   
   

   
   

9. The Offer Confirmation Script pop-up will display, relay the information to the customer, and click Ok. 

For customers on annual or 3-month installment plans, the remaining installments may appear as 0 depending on their position in the payment schedule.

1. If BEFORE the effective/renewal date, or WITHIN the first two months of the agreement year,  100% of the offer will be given.
   
2. AFTER the first two months, the incentive decreases based on how many months remain in the agreement year. 
   
3. NO offer will show from the start of the 7th month to the end of the contract year. 
   

Direct the customer to the confirmation email for details regarding their balance and/or refund details.
 View email examples in the attachments below.    

The verbiage may be different depending on the payment plan. See an example in the attachment below.

10. An automated note will reflect in the Comm Hist Log stating Customer Accepted 1 Month Free Offer, Percentage Off, etc.

11. New Incentives Menu Option will reflect the date and offer accepted, as only 1 offer may be accepted per contract term. 

12. If the customer does not accept the offer and wants to move forward with the Cancellation, select Cancel to exit the Offer pop-up and access the Refund Calculator.

Refund Calculator and the Lesser of Two Processes

Click on the applicable tab to view procedures. 

Refund Calculator

Lesser of the Two

Refund Calculator

Refund Calculator

At the time of contract cancellation, the Refund Calculator is used to determine if the customer owes money or if a refund is owed to the customer.

Note: The tool does not initiate a refund being processed as that takes place automatically upon contract cancellation. 

 

1. In the TIMX SCM navigation menu, select Refund Calculator.
   
   
   
   
   
   
   
   
   
2. Enter the Contract Number. The Cancellation Date will pre-populate. 
   
   If the Cancellation Date is a Future date and is Not today then the Contract is under Stop Bill and if cancelled will be in an Active (Cancellation Scheduled) status until the end of their current billing cycle. There will be a CX Schd box showing “Stop Bill Applies” as a reminder.
   
   Click Calculate.
   
   
   
   
   
   
   
   
3. The Date appearing in the Refund Calculator must match the date used in the Cancellation Date field during cancellation so the calculations will be accurate.
4. If the customer is under Stop Bill to cancel in the future, but demands same day cancellation, check the “Override?” Box, enter the current date, and calculate again.
   
   
   
   
5. Review the Refund Quote amount and any money To Be Collected upon cancellation. If amount To Be Collected displays, this is the Lesser of the Two balance.

If Refund owed the amount will display and you may click on Detail to view a calculation breakdown.

  

Refund Owed Scripts

Same Day cancel Refund Owed Script:

“I’m sorry to hear you've decided to cancel your service with us. [Refund Amount] will be credited back to the payment method on file within [timeframe].

Is the payment method still valid?" 

If no longer valid, follow the Refund Process Guidelines (update to BILL ME).

"
I will process the cancellation effective today. Please call us if you change your mind and would like to keep your coverage.” 

Stop Bill Cancel Refund Owed:

“I’m sorry to hear you've decided to cancel your service with us. Your cancellation effective date is [date] and you will continue to have coverage through this date.
[Refund Amount] will be credited back to the payment method on file within [timeframe]. Is the payment method still valid?"

If no longer valid, follow Update Payment Method process.

"Please give us a call if you change your mind and would like to keep your coverage.”

If there is an amount in the 'To Be Collected' field, go to the 'Lesser of the Two' tab for instructions.

Lesser of the Two

Lesser of the Two

When the customer has a paid claim and is canceling their contract before the end of the agreement year, the Refund Calculator will calculate and display the lesser of the two owed:

1. The claims paid by Cinch
   Or
2. The balance due on their full premium

The amount due from the customer will be displayed in the To Be Collected field on the right. If a $25 cancellation fee applies, it is already included in the amount. 

We are responsible for introducing and collecting the lesser of the two for all warranty types. You will build value and follow retention guidelines and only introduce lesser of the two when retention efforts have been exhausted.

Lesser of the Two Scripts

“I’m sorry to hear that you’ve decided to cancel your service with us. Per your plan agreement, when claims are completed during the term of your plan you are responsible for either the cost of the remaining unpaid annual balance OR the cost of the claims, whichever is less.

Please note you can find this information in your plan agreement under the section labeled: Cancellation Information.”

 

“The cost of claims completed during your current term is [$$$] and your unpaid annual balance is [$$$]. Therefore, the amount due if you cancel is [$$$].

Shall we set your contract for non-renewal or collect the balance owed today?”

If Collect the balance, process the payment and cancel the contract.

If Non-Renew - Set as Non-Renew.
Retention Only, If expiration is 60+ days then read the appropriate script: Retention 3rd Party Disclaimers

Customer decides to Cancel - Refuses to pay balance

Stop Bill cancel and customer refuses to pay balance:

“I’m sorry to hear that you've decided to cancel your service with us. Your cancellation effective date is [date], you will continue to have coverage through this date, and your payment method will no longer be billed for your premium.

You will receive a bill in the mail within 7-10 business days for the amount due."

Same Day cancel and customer refuses to pay balance:

“At this time, I have cancelled your plan, and your payment method will no longer be billed for your premium. You will receive a bill in the mail within 7-10 business days for the remaining amount due."

Click Here for Script if customer asks about being sent to Collection Agencies

Collection of Lesser of the Two payment

1. From the Payment tab, select Enter a Lesser of the Two Payment for Early Cancellation.
   
   
   
   
2. To collect a payment, use the TS&R Payments: Secure Card Capture process.
   
3. Press Tab. The lesser of the two amount will automatically display in the Amount and Applied fields.
   
   
   
   
4. Click Save Payment.
   
5. Provide the Authorization Approved Code to the customer.

 

Cancel Contract - Save/Offer Cancel

1. When ready to Cancel the contract, click Save Offer/Cancel.
   
2. Select Verbal or Written and select the appropriate Cancel Reason. 
   Note: If Stop Bill and customer demands same day cancellation, to override Stop Bill Date you must go into Written and Enter the current date in the Notice Date field.
   
   If Unable to override date, escalate the need to a supervisor so they may send the information to accounting to cancel the contract same day.
   Supervisor will enter a QuickBase request with the reason Stop Bill Escalation.
3. If offer present, select the offer and click Decline Offer.
   
   
   
   
4. Click Next.  
   
   
   

   Leave the selections for Send Notice to Client and Flag to Winback as they are. There is no need to change these selections. 
   
   
   
   
   
   
   
5. The View Summary Page will appear. Click the Submit button to cancel the contract. A pop-up box will display the message "Contract was cancelled successfully".
   Click OK.
   
   
   
   
6. Another pp-up box will display the message "Warning! Contract has been cancelled, customer's name and address can not be modified".
   Click the OK button.
   
   
   
   
7. Save the update and enter notes in the Comm Hist Log. Please be sure to use the correct disposition/code when processing a cancellation in TIMX.
   

Cancel Contract Scripts

Stop Bill if No funds due:

"At this time, I have entered your cancellation request. Your effective cancellation date is {date}, you will continue to have coverage through this date, and your payment method will no longer be billed for your premium. Please give us a call if you change your mind and would like to keep your coverage.”

 

Same Day Cancellation No funds due:

"At this time, I have entered your cancellation request, and your payment method will no longer be billed for your premium. Please give us a call if you change your mind and would like to keep your coverage.”

Customer Cancellation Confirmation

Contract Cancellation Job Aid

Retention Cancellation - Stop Bill Lesson