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Cancellation

Introduction to Cancellation

Cancellation -When a consumer forfeits their product subscription, abandoning and access to the product subscription and services.

  1. Annual Subscription Product - Cancelled Immediately
  2. Monthly Subscription Product - Agent must schedule the cancellation for the end of the current month's billing cycle.
  3. A Trial Offer -
  4. A Transactional Product -

Who can process customer cancellation? -Trained Tier 1 voice agent or the Billing Support Team. -If Tier 1 voice agent is not trained, they can warm transfer the call to the Billing Support Team.

Product Cancellation Timeframes

  1. Annual Subscription Product - Cancelled Immediately
  2. Monthly Subscription Product - Agent must schedule the cancellation for the end of the current month's billing cycle.
  3. Terms of Use - if the customer purchases a product but does not agree to the terms of use, then the product must be cancelled immediately
  4. A Trial Offer - cancel immediately
  5. A Transactional Product - Transactional products, like 3-bureau credit reports scores are accessible for 30 days. There is no need to cancel