Pending Cancellation/Dunning

Accounts may enter into a Pending Cancellation or Dunning status for up to 45 days when payment attempts are unsuccessful after multiple attempts, or when a customer is no longer eligible for mortgage or utility billing.

To process the Dunning Offer for eligible customers, click here.

Process

When a customer calls inquiring about billing issues, perform a Visual Audit to gain an understanding of the situation, with special focus on the following areas. 

1. Status
2. Effective Date
3. Expiration Date
4. Billing Status (this is not always accurate)
5. Total
6. Amount Paid
   

A red flag at the top of the SCM TIMX screen indicates the account is Pending Cancellation/Dunning.
Click the flag to view the cancellation reason under the Flag and Description column to determine why the account is pending cancellation.

View the Expected Cancellation Date by selecting Reinstate Contract from the Menu Options.

The pop-up will display the Cancellation Details, including the Cancel Reason and the Expected Cancel Date

Cancellation Reason Codes and Descriptions

Identify the Gap Amount. 

For card rejections and bank account issues (Cancel Reason Codes 1-6). The GAP Amt can typically be identified in the GAP Amt field

View the data under the Billing Detail to identify why a payment was not successful. 

 For Cancellation Reason Codes 7-8 (typical for Mortgage billing), go to the Payments View/Payment History screen to manually calculate the Gap.

1. The balance showing in the GAP Amt field may be incorrect and needs to be non-cashed/written off.
   

Access the Payments View screen from the Payment Screen Tab>Payment History

The Payments View screen will display where you can gather more details about unsuccessful payments.

Once you have identified the Gap Payment, follow procedures for collecting a one-time payment and/or adding or updating a payment method. 

1. Reference Procedures
   
1. TS&R Payments: Secure Card Capture
   
2. PCI Compliant TS&R: Secure Card Capture
   
   

Reinstate

Follow the guidelines to Reinstate the contract.

The warranty must be manually reinstated if the following are true: 

1. The warranty is scheduled to cancel TODAY, and payment is collected after 2:55 PM EST.
   IF the CANCEL REASON begins with "BILLING VEHICLE".
2. The cancellation reason is NOT listed on the  Cancellation Reason Code table above.
   
3. The warranty is PAST the cancellation date

Document the account using the Notation Template.

• Related Articles

• Gap Payment Process

  Gap Payments are calculated when there is a cancellation, pending cancellation, reinstatement, or renewal. The payment is used to collect funds when payments are missed due to: Refinance Home Paid Off Service Transfer/Client Change Billing Mechanism ...

• Third Party - Billing Process and Definitions

  Third Party - Billing and Payment Procedures Billing Terms Term Definition Actual Release Date The actual date invoice is printed or file is sent to Credit Card processor (Paymentech) bank or client for processing Base Premium Portion of bill amount ...

• Billing Overview

  TIMX SCM: Billing Overview Billing Screen Users can view billing details such as the billing schedule, applied payments, and more on the Billing screen. To view the Billing screen, follow these steps: 1. From the Menu Options screen, select Billing. ...

• 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 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 ...