Dunning/Pending Cancellation Offer Procedures

Dunning/Pending Cancellation Offer Procedures

Beginning June 2025, a select number of customers with a contract in Pending Cancellation/Dunning will receive a series of "Touchpoints" (email or letter notifications) with an incentive offer.

Notes
If the customer does not have a Dunning Offer, refer to Pending Cancellation/Dunning procedures.
Warning
  1. Check Incentive Tab to see if a dunning/reinstatement incentive has been applied BEFORE offering additional incentives to prevent billing issues.
    1. Dunning/Reinstatement Offers CANNOT be combined with other offers.
    2. If a customer accepts a dunning or reinstatement incentive, they ARE NOT eligible for any other offers for the remainder of the year.

Guidelines

If the customer is eligible for a Dunning Offer, you will see the following pop-up.



2. Check the Communication History Log for the latest Touch Point Log to see if they are receiving 1 or 2 months free.


Pending Cancellation/Dunning Status Only

  1. DO NOT take a payment; UPDATE the Billing Mechanism ONLY; this will be the ONLY selection available. 
    1. Payment(s) and reinstatement will be done on the back end.


  1. Once the billing mechanism is updated, the Dunning Offer automatically updates under Incentives.




Notes
 Customers who have received Touchpoints 7-9 can also accept their Dunning Offer in MyAccount.

Cancelled Contract

If the contract is cancelled, select follow procedures to Update Payment plan/Billing Mechanism, THEN you will receive a pop-up prompting you to first, Reinstate the contract.

  1. Once the contract is Active, you will receive the Dunning Offer pop-up:


Offer Confirmation Script

QuoteI've updated your payment method, your discount has been applied, and your next payment date is [bill date]. Please check your email for confirmation. 

Idea
Document the account.



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