Please enable JavaScript.
Coggle requires JavaScript to display documents.
Account Cancellation Contract Status Flowchart - Coggle Diagram
Account Cancellation Contract Status Flowchart
Commercial or Residential?
Residential
Locate Contract:
Sonar Digital Contracts
(customers signed early 2020ish)
Open account in Sonar
Select 'Billing' Tab
Select 'Contracts' button
Is there a contract listed?
Contract Listed
Click on contract name (usually something like 'Residential - 12 Months')
A tab should pop up on the right side of the screen, look for
Contract Expiration Date
If date falls after the date a cancellation was requested, the customer is still under contract
Customer Is Under Contract
Calculate Early Termination Fee (ETF):
Per Danae on 5/3/2021, all residential ETFs are limited to $150
Customer Communication:
Advise customer of ETF (sometimes customers would rather continue service to reduce or eliminate the fee)
Send customer a copy of the Service Agreement for reference
Bill ETF to customer account
Contract Not Listed
Paper Contracts (pre-2020 customers):
Open account in Sonar
Select 'Overview' Tab
Scroll down to 'Files' section at bottom
Look for a PDF file uploaded there, may be named 'service order', 'agreement' or something along those lines
Download PDF & review signature date
-- Signature date is important because active residential customers will renew their 12 month commitment to receive a small discount.
-- If greater than 12 months from the date a cancellation was requested, customer is not under contract (we don't do residential contract terms longer than 12 months)
Commercial
Locate Contract:
Look in files uploaded to Sonar (usually titled 'Service Agreement' or 'Contract')
Verify Contract Terms:
On at the bottom of the service addendum (that lists specific services) look for the contract term, frequently under 'Other Comments or Special Instructions'
Confirm contract active date (actual first billing date, not signing date, per the first line of 'Term and Termination')
Add contract term months to active date - if the result falls after the date a cancellation was requested, the customer is still under contract
Customer Is Under Contract
Calculate Early Termination Fee (ETF):
In the first paragraph of the 'Term and Termination' section, the early termination consequences are defined.
Typically, this is "Early Termination Fee equal to one-half of the number of months remaining in the agreement multiplied by the monthly service rate"
but rarely varies depending on the customer & complexity of the installation.
ETF = (months on contract remaining / 2) x total monthly rate
Customer Communication:
Advise customer of ETF (sometimes customers would rather continue service to reduce or eliminate the fee)
Send customer a copy of the Service Agreement for reference
Bill ETF to customer account
Customer Is Not Under Contract
Continue uninstall process
Cannot Find Contract?
Contact XSM Onboarding Specialist for assistance