MAMS: Merchant/Rep Cancellation Request Procedure

When a merchant or rep requests to cancel an account, please send the “Cancellation Request” email template and then ask Finance to place the account on hold so the merchant does not get billed again. Please reach out weekly with a call and email for the first month. After one month, if no resolution, please make yourself a note to reach back out to Finance to have the account cancelled in 3 months if there has been no resolution. You can use the “Default Cancellation Request” email template for that.

BILLING/CANCELLATION FEE NOTE: For the cancellation fee, Finance goes based on how many months we have billed them. If they are on Hold for any amount of time, they do not count that. So as long as one of the services is live for 12 months, there would be no cancellation fee.


CANCELLATION REQUEST EMAIL TEMPLATE:
Subject: CANCELLATION REQUEST (Business Name Acct#) (Program Type)
To: Merchant, Rep
CC: Sales Assistant, Emily McCardell, TLS Milestones (Note in Appflow)

Rep & Merchant,

We received your request to cancel the (TLS Program they want to cancel) for (Business Name). When would be a good day and time for a call to discuss/complete cancellation steps?

RECOMMENDATIONS:
Insert coaching recommendations here for App, Email, Website, or OO. If they don’t have a program, pitch it if appropriate. Matt is available to help us come up with ideas here. I have attached the reporting for this account below.

MOBILE APP: Live Date: X/X/XX
NOTE: If they do not have an app with us, put N/A where live date is, and use in your recommendations above if applicable

INSERT SCREENSHOT OF CMS REPORTS DASHBOARD

The last push message was sent to XX devices

INSERT SCREENSHOT OF CMS REPORTS DASHBOARD APP OPENS PIE CHART

INSERT SCREENSHOT OF ROI CHART

Return on Investment last calculated on X/X/XX

EMAIL MARKETING: Live Date: X/X/XX
(Please note the below data showcases usage from the last 18 months)
NOTE: If they do not have an email program with us, put N/A where live date is, and use in your recommendations above if applicable

Campaigns Sent: XX
Emails Reached: XX

New Members: XX
Growth Rate: XX%

Welcome: XX Sends | XX% Opens
Birthday: XX Sends | XX% Opens
Anniversary: XX Sends | XX% Opens
NOTE: If they do not have a welcome, birthday or anniversary, please put N/A next to each and use in your recommendations above if applicable

ONLINE ORDERING: Live Date: X/X/XX
NOTE: If they do not have OO with us, Zuppler, or Menufy, put N/A where live date is, and use in your recommendations above if applicable. We get money from Zuppler and Menufy leads

INSERT SCREENSHOT OF OO REPORTING

WEBSITE: Live Date: X/X/XX
NOTE: If they do not have a website with us, put N/A where live date is, check to see if they have one, and use in your recommendations above if applicable

INSERT SCREENSHOT OF WEBSITE REPORTING


FINANCE HOLD REQUEST FOR CANCELLATION REQUEST EMAIL TEMPLATE:
Subject: CANCELLATION REQUEST (Business Name Acct#) (Program Type)
To: Finance
CC: Rep, Sales Assistant, Emily McCardell, TLS Milestones (Note in Appflow)
NOTE: Please send merchant Finance Hold Notice Template

Finance,

Please place this account on hold. The (merchant/rep) requested cancellation on X/X/XX. We have made all attempts to save/confirm with no avail. If the rep is unable to save or confirm cancellation in 3 months, please cancel on X/X/XX per deadline.


DEFAULT CANCELLATION REQUEST EMAIL TEMPLATE:
Subject: CANCELLATION REQUEST (Business Name Acct#) (Program Type)
To: Finance
CC: Rep, Sales Assistant, Emily McCardell, TLS Milestones (Note in Appflow)
NOTE: Please send merchant Cancellation Notice Template

Finance,

Please cancel this account. This account has been on Finance Hold due to an unresolved cancellation request and has reached deadline. If the merchant/rep would like to continue with their TLS Program(s) at anytime, a new contract will need to be entered.

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