Customer Service Policies: Cancelation Policy - ER

updated 6 mths ago

When canceling a Cove customer's account, the first step is always retention. We must do what we can to satisfy their needs despite having a poor experience or missed expectations. That being said, once a customer has finalized their cancellation, either by explicitly requesting cancellation or otherwise, we need to then proceed to cancel their services in Pando, SecureNet, Dealer Portal, and COPS.

It is crucial to always properly record Account Statuses and Reasons so that we may understand how to improve as a Support Team and the company as a whole. Make sure you always take the time to properly probe why the customer is canceling, so that you can then input the correct information for us to see and work on in the future.

REMEMBER: We only process cancelations over the phone or if the customer has missed 6 consecutive payments. If a customer is requesting cancellation via email, text, chat, etc., kindly ask that they call in so we can process their cancellation.

30-day Notice: We ask all of our customers to provide at least 30 days' notice before their next billing date, customers within their 60-day window are exempt from this notice. This next billing date will act as their final payment.

When a cancellation request is received, and all applicable obligations have been met, a final payment will be drawn from the customer's account on their next billing date. Following the final payment, services will continue and will auto-cancel after the billing cycle. Customers will receive confirmation of account cancellation at the email address on the account.

Example Scenario:

The customer contacted us to initiate the cancellation of her account on August 24, 2023. Her upcoming billing cycle is scheduled for August 28, 2023. The final payment will be processed during this upcoming billing cycle, and the account will be formally canceled on the last billing date, which falls on October 27, 2023.

Determine The Cancelation Type

Step 1. Account Verification

Once you've confirmed their name and safeword, proceed to ask about their desire to cancel and see if you can resolve any issues, they may have to avoid cancellation.

Step 2. Check the 60-day Trial Period in Custom Fields

If the customer is within their 60-Day Trial Period they'll be able to return the system and receive a full refund for what they've paid.

Equipment required in a full system return to receive a full refund:

Cove Panel and Mounts
All Sensors and Detectors
The Cove Yard Sign
Cameras

If the customer is NOT within their 60-day Trial Period, they won't be able to return their system.

Step 3. Check the Next Billing Date (30-Day Notice)

To give us enough time to ensure all automatic payments are canceled and all monitoring parties are notified, we ask all of our customers to provide a minimum of 30 days' notice before canceling.

NOTE: If a customer is within their 60-day trial period they do not need to provide this 30-day notice.

Once the final payment is received, all systems will continue to function for that final billing cycle, after the billing cycle all services will automatically end.

Step 4: Confirm their Equipment Plan (Value OR Economy)

All of our customers are either Value or Economy Customers. Which one they are will determine what their cancellation requirements will be:

Value Customers own their equipment. When they want to cancel, they can do so at no additional charge. Ask them how they think we can improve and assure them that reactivation can be done at any time.

Economy Customers do not own their equipment. For these customers to cancel, they need to pay off their equipment balance. (Custom Fields > Equipment Balance).

Equipment payment can be made upfront or via a payment plan. Service will not be canceled until the full amount is paid.
Economy Customers can reactivate their service after cancellation. If they still have their equipment, they will be considered Value customers.
For extenuating circumstances (Bankruptcy, Deceased Account Owner, Military) we can cancel these customers for free as long as we have manager approval and documentation as proof.

NOTE: Accounts that have missed 3 consecutive payments will have their services paused automatically. If we have not been able to collect on an account and they reach 6 consecutive payments missed, the account is canceled automatically.

Cancellation Process

Step 1. Begin Cancellation

Start by notating the account. Include every detail of the cancelation, including why they wanted to cancel; if they planned on returning to Cove; steps you took to take care of them, and what they paid towards the equipment balance if applicable.

Next, open the right-side menu from the Pando Master Screen and click "Cancel Services." This will open up a pop-up window and you can proceed to the next steps:

STEP 2: Set Statuses

At this step, we need to set their Account Statuses. "Primary Statuses" range from Date Entry to Active and Canceled. In this case, we will begin by setting their "Primary Status" to Canceled. You will then need to select one of the following "Secondary Statuses":

ROR (Right of Recision): The Customer (Value or Economy) would like to cancel within their 60-day Return window. This includes customers that have never received or installed their equipment.
Paid Off Contract: The Customer ordered on the Economy Plan, paid for their equipment before the end of the 36-month term, and would now like to cancel outside of the 60-day Return window.
Fulfilled Contract: The Customer under the Economy Plan, has finished their 36-month term and would like to cancel, or the Customer ordered on the Value Plan and would like to cancel outside of the 60-day Return window.
Collections: The Customer's account was canceled by our Billing Dept. due to delinquent account status or missed payments.
Duplicate Account: The duplicate account was canceled by our Fraud Dept. either due to a Pando Glitch or fraud activity.
Bankruptcy: The Account Owner has filed for bankruptcy. We receive a letter or letters from their attorney naming this customer as having filed for bankruptcy which we upload to document management.
Deceased: The Account Owner has passed away and we've received communication from their affiliates to cancel. Customers who are on the economy plan need to provide us with a death certificate uploaded to document management before canceling.
Military: The Account Owner has recently been deployed for Military service and wants to cancel. Customers who are on the economy plan need to provide us with a copy of their Military Orders uploaded to document management before canceling.

NOTE: If no Secondary Status is set, the customer will continue to be billed regardless of Primary Status.

STEP 3: Set Reasons

Now that the Primary and Secondary Statuses have been set, you will need to select one of the following "Primary Reasons":

None: If none of the other reasons apply.
Buyout Too High: If the customer is stuck in a contract with the other security company and can't afford to buy out the contract to go with us.
False Alarm: If they're canceling because of false alarms.
Lack of Smart Home/Camera Features: We didn't have the features they wanted.
Low Usage: They don't use the system much.
Medical: A medical condition has made it unreasonable for them to keep the system active.
Moving Out of Country: They have moved to another country.
Never Installed: If the customer never installed the equipment due to one of the following secondary reasons. (listed below)
1. Changed Mind/Never Shipped: The customer regretted their purchase for any reason before the equipment was installed/shipped.
2. Fulfillment Issue: One or more pieces of the equipment weren't shipped to the customer due to any reason and the customer doesn't want to wait for the order to be fulfilled.
3. No Cell Signal: The customer received the equipment and found out that they are not able to use it due to poor cellular reception in the area
No Agreement on File: [DO NOT USE]
No Reason Given: They refused to let us know why they're canceling.
Nursing Home: [DO NOT USE]
Price: The system was too expensive.
Special/Outside Trial Period: Used by Team Leads and Agents that were approved by a Team Lead to cancel the account for a special reason or if the account is outside of the Risk-Free Trial.
Unsatisfied w/ App: Was unsatisfied with the app.

NOTE: If Never Installed is selected as the Primary Reason, you will need to select a Secondary Reason:

Changed Mind/Never Shipped
Fulfillment Issue
No Cell Signal
None

STEP 4: (Finalize)

Now that their Pando Account has been set to be Canceled, all future billing will be suspended. By clicking on Cancel Services at the bottom of the pop-up window, you will then be deactivating their accounts in COPS and SecureNet.

Let the customer know that after receiving the final payment all services will continue for that final billing period and will automatically cancel at the end of the billing period.

STEP 5: (Notes)

Next, leave a note on the account with one of the following note dispositions. The primary reason will always be "Retention - Cancellation".

Complaint against Rep: The customer is canceling due to their interpreted poor service from Customer Service/Technical Support.
Complaint against Tech: The customer is canceling due to poor service from HelloTech.
Financial Burden: The system was too expensive.
Low/No Usage: They don't use the system much.
Moved House: They are moving to a new home and no longer need Cove to secure that new home.
Products/Services Failed Expectations: Equipment or services like the app or portals did not meet the expectations of the customer and they no longer want to troubleshoot the issue.
Regret Purchase: The customer did not want the services after they purchased but they have no issues with the services or product.
Switched Providers: The customer switched to a competitor and no longer wants Cove.
Temporary Cancellation: The customer is canceling for a short amount of time, but they will reinstate the services later on.

Retail Cancellation Process

When a customer reaches out to us about canceling their account and has purchased it through a 3rd Party if a customer calls in to cancel (within 30 days of purchase) and they purchased via Amazon they will need to process the cancellation request with Amazon, and return equipment to Amazon, NOT our warehouse.

Verify that they are within 30 days of purchase
Instruct them to contact Amazon for the return and refund
We do not handle returns or refunds if they cancel within the first 30 days.

We are currently honoring our 60-day trial period with Amazon customers as well. These are the steps to initiate a return after the first 30 days:

Verify that they are between day 31 and day 60 of purchase
Ask the customer to forward their confirmation email from Amazon to support@covesmart.com
Also, include the amount charged by Amazon
Send complimentary return label

The account CANNOT be canceled, and no reimbursement can be processed without first receiving all equipment in good working condition at our warehouse. Agents are authorized to provide a complimentary return label.

It may be best to inform the customer that this process can take a few business days after receiving the equipment back while we verify everything on our end.

How do I tell if it is an Amazon Account?

With any sales or retail partner, the name of the partner company will appear under "Sales Type" in the custom fields card on Pando.