Active Account Cancellation

If Account is Active and was Upgraded in the past 7 days

You have already purchased the service for one month.
You opened the account on the [Account open Date] and then clicked the button to upgrade the account from trial to full paid subscription on [Upgrade Date].

Per the terms and agreement you would not receive a refund if you canceled now. You have the service until the next billing date on [Next Billing Date], as long as you request a cancellation on or before the [Next Billing Date] you would not be billed again or we can cancel now for you.

Please let me know which way you would like to go?

If customer still wants to cancel, follow steps below to cancel account

1. In Admin, locate the customer’s account – search by email address or last name.
2. On the far right hand side of the page, click the gear to view settings.
3. Click on Cancel Subscription.
4. Select a reason for cancellation, then click Confirm Cancellation.

• –“We are sorry to see you go.”
• –“We have cancelled your TeenSafe account as per your request. Please feel free to contact us with any questions.”

5. Verify that the account has been canceled before submitting the ticket and letting the customer off the line.

1. Complete the note template and include any relevant details.
2. CLOSE the ticket UNLESS a customer is asking for a refund.
3. If a customer is asking for a refund leave the ticket OPEN and assign to Billing.

Note Template Used

Sub Number:
Cancellation Reason:
Current Status (prior to cancellation):
Was the subscription upgraded?:
Refund Request: (Yes/No)