New Cancelation Flow

Normal bin risk wants to cancel in chat. Our actions:

• Go offline and ask for a reason in a follow-up email

• Ask for a reason and then go offline or fix the issue

• Use offline escalation template and then ask for a cancellation reason

• Cancel sub and then ask for a cancellation reason

PayPal asks for a refund in chat. Our actions:

• Ask for a reason, cancel the subscription in Solid and transfer to the billing

• Transfer to billing

• Cancel subscription and then ask for a reason

• Cancel subscription and go offline

Influence bin risk for cancellation equals to:

• Black

• Normal

• White

Ukrainian customers equal to:

• Black

• Normal

• White

Influence bin risk for a refund equals to:

• Black

• Normal

• White

How can customers cancel a web subscription to BetterMe on their own:

• On the BetterMe web version page

• Through online banking

• In Google Play/ AppStore account

Customer with AppStore and Web purchases asks to cancel subscription (Bin risk White). Our actions:

• Cancel both subscriptions

• Ask for a reason

• Send instructions on how to cancel store sub and ask for a reason

• Transfer to Billing

PayPal Vault.

Our actions:

• Cancel subscription at once

• Cancel and transfer to billing

• Offer great bonuses at once

• Tell C what he/she is paying for and offer some bonuses

What is the first step if PayPal C wants a refund in chat: "I didn't receive my meal plan". We can see in V3 that the customer is not logged into the app. Our actions:

• Transfer to billing

• Transfer to issue department

• Help to login

C agreed to prolongation, renewal will take place in a week. Which Subscription status should be chosen?

• Active: Offered prolongation or bonuses

• Active: Saved

• Canceled: First rebill saved, then canceled