Notes

HYPERLINK NOTES
<< The bill cycle date can be changed once in 90 days
<< The change cannot be don't with an AR balance
<< Always inform about the prorated charges

THE CANCELLATION EXPECTATIONS
<< Bill cycle date
<< Closing date
<< Last usage and the Bill plan
<< ETF
<< Outstanding balance
<< VAS saves attempts ( if vas cancel)
<< Conformation number
<< Next change date (or) Next change amount


SAVES EXPECTATIONS
<< ETF if any
<< Bill cycle date
<< Next change date (or) Next change amount
<< Last usage
<< Outstanding balance if any
<< Confirmation number ( if it the cancellation of the complete account )
<< Confirmation Email address ( if it the cancellation of the complete account )


<< The hyperlink cx will have the ability to financially discount ($5.00) per month . If they are cancelling due to their current role.
<< we can apply the discount to the Hyperlink CPE(cx premises equipment) s within their term commitment .
<< Hyperlink cx will have a 1 year commitment
<< within 30 days remorse
<< ETF $200
<< Question ( is the cx within the commitment period )
<< Remorse period (service date+30 days )
<< If the cx is outside of the remorse period they will be charged $200 ETF upon inactivation

<< if he cx calls regarding to cancel the services for moving to another country ( we can save him with the primal services if he uses it )
<<If the cx is with us for more than 1 year we can give a discount of $5 per month amd $1 discount on modem .and the discount is for a life time.

SAVES TOOLS
<< 3 offers for access product and 1 offer for vas ( cancellation of account)
<< 3 offers for vas (cancellation of only vas )
<< always use the word INACTIVATION not CANCELLATION.

<< Closing admin payment ( only when acc is In closing ) : when the cx says he has no funds and wants to use the service . we charge 50% of the outstanding balance and do an I.Y

<< Inactive admin payment : if the account is in the inactive admin payment . we will take the complete payment . Tell the acc will be active within 24hrs and he will be charged 15$ for the reactivation fees and it will be for the next invoice .

<< Inactive collections : when the cx is not making the payment then the back office team will keep calling the cx and they will take the complete payment and the $15 for the reactivation fees and inform that it will take 24hrs for reactivation and checked whether the lines are released or not.

<< we can protect the account when it is in closing status
<< we can protect the account till 14 days
<< Inactive collections has to be done by updating the new card
<< and if the cx wants to use the same old card he can call us after 15 days and then he can use the old card .

<< Remorse period ( service start date +30 days )
<< If the cx is outside of remorse period they will be charged $200 ETF upon inactivation .


<< ARTICLE NUMBERS
<< 2058: SAVES
<< 158688 : CX SERVICE AND CALLBACK GUIDELINES
<< 32547 : CREDIT AND REFUND
<< 67790 : VAS
<< 57204 : CANCELLATION ARTICLES
<< 249496 : ADMIN COLLECT

<< CREDIT AND REFUND
<< When there is an AR balance we give an credit
<< When there is no AR balance we give an Refund
<< When there is no AR balance instead of refund we can give an recurring credit (EG: process $10.00 refund for 6 months)

COLOURS ON SALES TOOLS
<< RED : cancelling the product without giving an offers
<< YELLOW : not cancelling the product but it will be active
<< GREEN : giving offers to save the cx

<< The first offer we see on the saves tool is known as a WINNING OFFER
<< If the cx says no for an offer we need to select RED
<<