WorksheetsNew Cancelation Flow
Total questions: 20
Worksheet time: 20mins
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
C agreed to prolongation, then the subscription was renewed, and we canceled the subscription. Which Subscription status should be chosen?
Active: Saved
Canceled: First rebill saved, then canceled
Canceled: According to the flow
Normal: "What are these payments for?"
Cancel
Refund
Price/Sub question
PayPal: "I have already canceled my sub, but still was charged"
Cancel
Refund
Price/Sub question
Black: "Cancel my sub ASAP"
Cancel
Refund
PayPal: "Cancel this"
Cancel
Refund
The user in chat after the cancellation request asks for a refund. (High Risk)
Your actions:
Go offline
Transfer to billing
Offer bonuses, then transfer to billing
High: "Cancel purchase"
Cancel
Refund
I asked to cancel my subscription two months ago. Why have I been charged two amounts 3 days ago? Please cancel (Credit Card: Low)
Offer bonuses first, then cancel
Cancel subscription at once
Cancel subscription at once and transfer to billing
Cancel - Bin Risk Normal
1st email: Please cancel my subscription
Our answer: agent asked for a reason
2nd email: I want to cancel my subscription, it's just not for me.
Your action:
Offer prolongation
Ask for a reason a second time
Cancel subscription
I didn't receive confirmation of subscription cancellation. Please, send a confirmation.
Your instructions:
https://app.betterme.world/ ➝ Account ➝ Subscriptions.
BetterMe App ➝ More➝ Profile➝ Subscriptions
Send a link https://quiz.betterme.world/unsubscribe-web.
