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Processing Full VO Classic & Residential Cancellations
8x8 Support

Processing Full VO Classic & Residential Cancellations

Applies To

  • Virtual Office Classic (Legacy)
  • Residential Services
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Click here to process Editions and X Series cancellations in Service Cloud.

Overview

The following will provide you with instructions on how to process a cancellation request.

Please note that an SMB Retention team as been established to manage cancellation requests on accounts with MRR up to $2,000. Outside of a few exceptions (see Cancellation Case Management), all cancellations calls and requests should be routed to this Retention team for customers in this MRR segment.

The Customer Care team manages all cancellation requests on accounts with MRR above $2,000. All cancellation requests on accounts within this MRR segment should be esclated to the Customer Care team.

Cancellation Case Management

SGS Consultants

  1. Warm transfer all cancellation request calls to Tier 1 Retention at: 1 (408) 956-6036.

OCX and San Jose Technical Engineers

You can still process full cancellations on Legacy accounts that have 1 or 2 lines, and waive all fees and the 30 day cancellation notice provided it falls within the following non-controllable reasons:

  • Economic

    • Company closing down

    • Company filed bankruptcy  

    • Other financial constraints  

  • Staff Reduction

    • Company is downsizing  

  • Demo Account

    • Test accounts from US, UK, or Canada

    • Accounts created for training purposes

To process the cancellation request for the above non-controllable reasons for 1 or 2  line accounts, follow the steps beow:

  1. Click Calculate Fees.

  2. Click Get Fee Details.

  3. Enter in $0 for each of the fees in the Actual Fees section.

  4. If waiving the 30 day cancellation notice, enter in today's date in the Agent Override Date field. If you are not waiving the 30 day cancellation, the date will automatically be filled in for 30 days after the date of the case.

  5. Click Save.

NOTE: For all other controllable cancellation reasons and all Editions and X Series cancellation requests, please warm transfer the customer or transfer the case to the appropriate Retention team.

Full Cancellation Authorization Statement - Retention Agents

We must obtain a verbal authorization to schedule the 8x8 account to be cancelled from the customer. This is done by reading off the Full Cancellation Authorization statement to the customer obtain a verbal authorization to schedule the customer's 8x8 account.

[Customer Name], I will need you to confirm your request to cancel your 8x8 service.

Today, [insert date], you are authorizing 8x8 to cancel [insert PBX name], which includes [insert number of services, i.e., # phone numbers, # fax numbers, # toll free numbers, # auto attendants, etc.].

8x8 requires all customers to provide a 30-day cancellation notice. Your 8x8 account will be canceled on [insert cancellation date]. If you are moving your business phone numbers to a different carrier, please have the phone numbers ported prior to [insert cancellation date].

As a courtesy, 8x8 will hold all non-ported, canceled phone numbers for 30-days after [insert cancellation date]. After the 30-days, the non-ported phone numbers may be made available to the general public.

[If applicable, otherwise delete] The cancellation of your account is subject to [Disconnection Fees or Early Termination Fees] of [insert dollar amount]. This will be due on the date of cancellation, [insert cancellation date]. Your final 8x8 bill will be on [insert date], it includes usage for the prior month.

[Customer Name], do you authorize me to schedule your 8x8 account to be cancelled on [insert cancellation date]?

Full Cancellation Authorization Statement - Non-Retention Agents [Soft Service/Residential/VO 1-2 line customer accounts]

[Customer Name], I will need you to confirm your request to cancel your 8x8 service.

Today, [insert date], you are authorizing 8x8 to cancel [insert PBX name], which includes [insert number of services, i.e., # phone numbers, # fax numbers, # toll free numbers, # auto attendants, etc.].

If you are moving your business phone numbers to a different carrier, you will need to have your phone numbers ported prior to the cancellation. Are you porting this number?

  • If yes, the cancellation can not be completed today, please call back when your number has been ported out. I have created a case for you to reference. The case number is [insert case number]. As a reminder, the cancellation will not be completed until you call back.
  • If no, I can process your cancellation request today [insert cancellation date].

As a courtesy, 8x8 will hold all non-ported, canceled phone numbers for 30-days after [insert cancellation date]. After the 30-days, the non-ported phone numbers may be made available to the general public.

Your final 8x8 bill will be on [insert date], it includes usage for the prior month.

[Customer Name], do you authorize me to schedule your 8x8 account to be cancelled on [insert cancellation date]?

Cancellations cannot be processed if the customer has an open LNP case. Always check to see if the customer has an open LNP case prior to processing any cancellation request. If the customer has a pending LNP case, call the LNP hotline to have the port canceled. The hotline number is 1-877-500-8799.

  • Provide the LNP case ID.
  • Provide the port date, if known.

After you receive confirmation from LNP that the port has been canceled, you can process a full cancellation, or escalate a full cancellation case to the cancellation team. Reference the interaction with the LNP team in the cancellation case.

Only billable lines need to be cancelled. Non-billable plans linked to the billable lines being cancelled will be automatically cancelled.

  • Virtual Office Mobile
  • Ring group extensions
  • Voicemail
  • Conference Bridge
  • Auto Attendant

Note: If additional Auto Attendants were purchased, the agent must cancel both Auto Attendants.

Execute the Full Cancellation in Service Cloud

Prepare the Cancellation Case

  1. Search for the Customer and create a New Case.
  2. Assign the case to yourself.
  3. Set a Contact.
  4. Provider Group is auto-assigned for newly created cases. If you need to edit a case to assign it to the proper Provider Group, use the following:
    • SMB: Tier 1 Cancellation
    • MM/ENT: Customer Care - Cancellations
    • UK Accounts: Billing - UK
  5. Fill out the required fields as follows.
    1. Case Type: Cancellation
    2. Issue level 2: Cancel
    3. Issue Level 3: Reason for cancellation
    4. Cancellation Type: Full Loss
    5. Severity: 3 - Moderate Business Impact
    6. Select the Affected Product
    7. Select the Platform
    8. Summary: Full Cancellation (Reason)
      • Example: Full Cancellation (Price too high)
    9. In the Description section of the cancellation case, enter the Full Cancellation Template:
      • Document: Reviewed the Full Cancellation Authorization Statement and obtain verbal approval from [insert caller's name]
      • Passphrase verified: Y/N
      • Is this is a combo VO/VCC customer? Y/N
        • If YES, is the request to cancel services from one or both product lines? One/Both
        • If only one product line, please specify which one: VO/VCC
      • Does customer need to port out number/s? Y/N
      • What concession have you already offered?: [list all here]
      • RMA: Y/N
      • Disconnect Fee: Y/N - Amount: $
      • If technical issue:
        • When did they begin experiencing the issue?
        • Has a Tier 2 case been created?
        • If so, is case open or closed?
      • If issue is pricing:
        • What competitor?
        • What pricing?
        • How long?
      • Lines cancelled: [copy and paste each line being cancelled]
      • Reason for Cancellation (include all details):
      • Order ID(s) and Start Date(s)
      • iPBX
      • Account Number
      • Issue Case ID: [case ID for the root cause issue]
  6. Under the Cancellation Details section of the case you can:
  7. Set the Cancellation Fee Category (not a required field - used mainly by the Customer Care - Cancellations team)
    • Accepted: Customer agrees to the ETF and wants to continue with the cancellation while still in contract.
    • Reduced: Agreement has been reached to reduce the ETF
    • Waived: Agreement has been reached to waive the ETF and will process the cancellation while the customer is still in contract
    • Declined: Customer does not agree to the ETF and does not want to continue with the cancellation while still in contract
    • N/A: Customer's account does not meet ETF qualifications (e.g., falls under ETF exception guidelines)
  8. Save the case.
  9. The case status will automatically be set to In Progess.

Calculate Full Cancellation Fees

  1. Manually calculate the cancellation fees based on the 30 cancellation notice or the requested cancellation date.
  2. Once you have caluclated the fees, send the customer an email to review what you discussed on the call (e.g., cancellation fees, cancellation date, and any terms). Note: The customer has 30 days to respond with a confirmation to proceed with the cancellation.
    • Cancellation templates are located in the Cancellation Case template folder.
    • Tier 1 Cancellation: Use the Pending Cancellation Email [Manual] template
    • Customer Care and UK Billing: Use the Initial Cancellation Email to Customer template.
  3. If the customer does not give immediate (FCR) conformation, change the case status to Pending Customer Confirmation.
    • when customer responds, the case status will change to In Progress, and the case owner will be notified that there case has an update.
  4. Once you receive a response from the customer to proceed with the cancellation, go back to the cancellation case and click Calculate Fees at the top of the Case Details page. You will then be taken to a page with all Related Accounts for the customer.
  5. Click Get Fee Details at the bottom of the page.
    Cancellation_Case_Fees_Section.png
  6. If you are not reducing any of the fees, put in the amount the customer owes in each of the applicable fields in the Actual Fees section. Note: If certain fees do not apply, do not enter in an amount.
  7. If you are holding the customer to the 30 day cancellation notice, then the cancellation date will automatically be set to 30 days from the date you are calculating the fees in the Actual Date field.
  8. To override (reduce or waive) fees, fill out the Agent Override Fees section.
    • If you are reducing or waiving the ETF, Disco or EPP, put in the dollar amount that you want to charge the customer for each of these (if applicable).
    • If you are overriding the cancellation date, select a date in the future in the Agent Override Date field. Note: If you a setting a future date, remember to recalculate the fees based on the new cancellation date.
  9. Click Save. A related billing case will automatically be created for the Enterprise Billing team (regardless of the Customer Group).
  10. If the cancellation fees are being reduced or waived from the full/actual amount, the case will be sent out for approval if the amount you are requesting is above your approval limit.
  11. To confirm the approval status, click on or hover over Related Cases on the cancellation case.
    Cancellation_Related Billing Cases.png
  12. Click on the related billing case and click on or hover over the Approval History.
    Cancellation_Approval History.png
    • The approver can approve or reject the requested amount.
    • The approval process that is triggered depends on the Customer Account billing country.
      • If Account billing country is in the UK, France and Spain, then it follows the UK approval process.
      • If Account billing country in in the US, Canada and Mexico, then it follows the US approval process.
      • If the Account billing country isn't any of the above listed countries, then it follows the US approval process but can be reassigned as needed.
    • If rejected,
      • The case owner will receive an email notifying them of the rejection, along with the comments/recommendations from the approver
      • The case owner will need to modify the existing billing case
        • Click Calculate Fees.
        • Enter in the new amount.
        • Click Save. This will send the billing case out for approval again. No need to create a new case!
    • If a case has already been approved, and you need to adjust the cancellation fee amounts or add or remove lines of service, you will need to Invalidate the billing case, and Calculate Fees again to create a new billing case.

Complete Case Processing

  1. When you are ready to have the cancellation processed, change the case status of the cancellation case to Pending-Cancel. 
  2. Click Save, and you are done!

A cancellation job will run at 11 AM (PST) and again at 11 PM (PST) to pick up all cancellation cases that are in the Pending - Cancel case status, and process the cancellation automatically. No more going back to the case 30 days later!

Once the job processes the cancellation, an automated email (partial or full) will be sent to the customer to confirm their lines of service have been canceled.

  • If Case Status is not in Pending-Cancel, the job will not pick up the case, and the cancellation will not be processed.
  • NEVER manually change Case Status to Resolved to avoid errors interfering with the automated process.

Customer Decides Not to Cancel Service 

If a customer decides not to cancel their service or is saved from canceling, if there is a case that has already been saved, please ensure you change the case categorization to the following.

NOTE: If the case categorization is not changed, the customer will receive an email once the case is resolved stating their line(s) of service has been canceled.

If the customer is SAVED

  1. apply the concession that was approved.
  2. change the case to a Save 
    • Case Type = Cancellation
    • Issue Level 2 = Cancellation Inquiry
    • Issue Level 3 = Cancellation Reason
    • Cancellation Type = Partial or Full
    • Case Status = Resolved
    • Save Category
      • Full Save
      • Partial Save

 

Enterprise Billing Support

The cancellation case will be the parent case listed on your Billing case. You will need to watch the cancellation case to see when to charge the cancellation fees.

  • The billing case will reference the cancellation case in the Parent Case field.
  • Once the cancellation case status is set to Resolved, this means the cancellation has been processed and you can now bill for the fees.

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