LL - TSM Society & Superpowers cancellation steps
When a Social Man member requests to cancel their subscription and they have more than 1 at that time, please ensure you are cancelling both at that time. Even if the member does not mention that 2nd subscription, their intent is to ensure they don't unlock any new content that they will be billed for. We should cancel both to help ensure we meet that expectation. As long as we are clear with them that we cancelled both, and can restart if they wish to, they will let us know if they wanted to keep the other one that you cancelled today and we can make that happen.
Step 1: Locate the member account in Sticky.io. Once you have their email address, paste it into the Email: search box and it will show you all of their approved and declined orders.
If you do not have their email address yet because it's a phone call, or they wrote in using an email address you cannot locate in Sticky.io, you can request one of the following from that customer:
1. The order number which is located on the purchase receipt for any program they have purchased
or
2. The last 4 digits of the debit or credit card they used to place their order. Once you have this information, you will want to also ask them to provide you with their name, and email address, so you can locate the correct member account because many people may share the same last 4.
3. Once you know who the member is using one of the above pieces of information, copy their email address and go back to Step 1.
Step 2: Locate the order that has a Next Recurring Product and Next Recurring date.
1. Check the box next to the order number with a Next Recurring Product and Next Recurring date.
2. Hit Stop Recurring
3. A pop-up window will appear to let you know this action was successful. Click OK.
It's often a good idea to repeat Step 1 after you take the above actions. This can help you see if you still need to cancel another active subscription or to refer to their billing history so your next steps and response are accurate.
Step 3: Locate their account in Maropost by searching Contact Search for their email address. Scroll to find their lists, and hit the pencil edit button. Find the list associated with the subscription(s) you cancelled, and click on the blue slider. Hit save once you've done this to all needed.
Then, in Customer Engagement Journey, open the Filters to change the dates shown to include when this subscription began. If you uncheck the "Email Campaigns" box under Marketing, you'll be left with the Journeys. Hit END on the subscription you stopped. If you stopped more than 1, you will need to refresh the tab, and repeat the Customer Engagement Journey process.
Step 4: Locate their account in MemberMouse by searching for their email address. Click on their email address once found to enter the account. Click into the Access Rights tab, and scroll down until you find the Bundles.
Find the bundle associated with the subscription they have cancelled, and under Actions, click the Pencil edit button. Click the radial button next to Fixed at _ days, and in the box, enter the number of Days they've had access to this course. Then Save.
Step 5: Send that customer an email to let them know you have taken care of their request. There are Saved Replies for each subscription. If you cancel more than 1 at the time of that request, use the TSM Society cancel, and edit your response to include that you took care of Superpowers as well. This case can be Closed.