List of Topics

  1. cancellation of the automatic renewal from the Front Office
  2. cancellation of the automatic renewal from the E-Commerce 

1. Cancellation of the Automatic Renewal from the Front Office


Operators have two options to cancel the automatic renewal of a customer's multipack (within the deadline specified in the multipack's details) . The table below shows the various steps for each option. It is just a matter of personal choice which procedure to adopt. 


Please note that the system will NOT delete any pending instalments, since the multipack will still be valid until its expiry date. If there is the need to delete any pending instalment before the renewal is due, please refer to the following manual: How to manage a rescission/terminate the customer's membership.


How to Cancel the Automatic Renewal of a Multipack

OPTION 1OPTION 2
  1. Open the user's profile and click on the name of the multipack
  2. click on Actions -> Cancel Automatic Renewal  (on the right-hand side of the screen)
  3. confirm the cancellation.
  1. From Settings -> CRM Tasks click on Add and provide a name for the task, e.g. Automatic Renewal Cancellation 
  2. In the Category field, select the following option: Automatic Renewal Cancellation
  3. click on OK to save
  4. open the user profile from the Front Office 
  5. on the right-hand side, click on Shortcuts -> Automatic-Renewal Cancellation 
  6. a new window will open up. Please select as CRM task the one that has been created in the Settings. The cancellation date is based on the current date and cannot be edited
  7. in the note field it is advisable to specify the reason for the cancellation and the name of the multipack. If no notes are provided, the only info saved in the system will be the date when the cancellation has been recorded
  8. select the multipack that won't be automatically renewed 
  9. click on forward and then confirm by clicking on yes.



Logs

After a cancellation, the system will automatically log a CRM task.

Depending on the option chosen for the cancellation procedure, the task will have the following characteristics:


  1. OPTION 1: if option 1 was the preferred choice, the system will create a task with the following info:
    • ask: name provided during the creation of the CRM task
    • date and time when the cancellation was recorded in the system
    • user who registered the cancellation
    • outcome: automatic-renewal cancellation
    • note: cancellation of the automatic renewal of name of the multipack valid from ... to ...
  2. OPTION 2: if option 1 was the preferred choice, the system will create a task with the following info: 

    • task: name provided during the creation of the CRM task
    • date and time when the cancellation was recorded in the system
    • user who registered the cancellation
    • outcome: automatic-renewal cancellation
    • note: if no notes were provided, the system will automatically show the following sentence: "the automatic renewal due on + last day of validity of the multipack was cancelled". 

 

Who Cancelled the Automatic Renewal of their Multipack?

From Report -> Marketing, open the CRM section:

  1. if you followed option 1, select Automatic-Renewal Cancellation in the Outcome field and then specify the range of dates. Click on Add to find the results, which will also include customers who have cancelled the automatic renewal of their multipacks from the E-Commerce 
  2. if you followed option 2, select the CRM task in the Operations field and then specify the range of dates. Click on Add to find the results, which won't include customers who cancelled  the automatic renewal of their multipacks from the E-Commerce. 

To include them, click on Filter and go back to the same section. Select Automatic-Renewal Cancellation in the Outcome field and then specify the range of dates. Click on Add to find the results.

2. Cancellation of the automatic renewal from the E-Commerce

How to Cancel the Automatic Renewal of a Multipack

If this operation has been enabled during the configuration of the automatic renewal from the multipack's details, customers will be able to cancel the automatic renewal of their multipack from their E-Commerce account. They will have to click on Shopping -> Your Shopping and then on the red button next to the multipack, so that it won't be renewed automatically after it expires.

After confirming the cancellation, there will be a tag next to the multipack to inform the customer that the auto-renewal has been disabled.

Logs

Each cancellation of an automatic renewal creates a CRM task in the user's profile with the following characteristics:

  • task: automatic renewal
  • date and time when the cancellation was recorded in the system
  • user who registered the cancellation (their name will appear between brackets in the user column) 
  • outcome: cancellation of automatic renewal
  • note: cancellation of the automatic renewal of name of the multipack valid from ... to ...


 

Who Cancelled the Automatic Renewal of their Multipack?


From Report -> Marketing, open the CRM section:

  1. if you followed option 1, select Automatic-Renewal Cancellation in the Outcome field and then specify the range of dates. Click on Add to find the results.