Account: Cancel
Cancelling the customer's trial
Trial
Customer needs assistance understanding upcoming assets in Philo
Upcoming confusion
Inquiring on total price per month including taxes, or questions about their upcoming bill including add-ons, prorated, did payment process, etc.
Amount Billed
Customer is inquiring about the availability of a particular asset
content availability
Customer needs help signing in on multiple devices; Customer needs help signing in to a new device; Customer responded to the sign-in email with the sign-in code or customer is confused on how to sign-in
how to
Customer is billed externally and is requesting to cancel account
Third party billed
An asset can't be saved or is having issues being watched from a saved or on-demand version
save/unsave
Repeated charges showing up on statement, charged twice or more typically due to multiple accounts, or from Failed Charge Attempts
duplicate charge
inquiring about which channels Philo TV currently offers
lineup
Customer reports that the sign-in code they are getting is not working
failed code
Agent is able to retain someone intending to cancel
Turn around
Where did my show recording and/or VOD go?
Availability
Inquiring for a copy of their invoice and or how they can access
Invoice Request
what is needed to get started: internet speed, OS, device model, etc.
minimum system requirements
Customer is having issues with direct sign up flow
Direct Sign Up
A customer wants to cancel their account
Account
customer inquiring about dvr/vod treatment (ex. why can't I fast forward, why show wasn't recorded)
dvr vs. vod
Retry the existing payment method for a customer in the delinquent state, including inquiries about “smart retries” (customers who are upset about getting access to Philo cut off in less than 7 days or people wanting to know exactly when we will try to charge them next).
Retry Payment
How to add and record content, or to remove recorded content from their saved library
Save/Unsave
Customer has multiple accounts and signed into the wrong one. Use this disposition if you're merging accounts or clearing credentials
wrong account
If a customer wants to know how to cancel on their own
How to cancel for future reference
An asset is blacked out and not available
Blacked out
Questions about unexpected or disputed charges charge(s) made from Philo Inc. (Either due to activating a lapsed account or from unauthorized use)
Why was I charged?
Inquiring if Philo TV can be accessed anywhere in the United States and its territories, commonwealths, and possessions, including: American Samoa, District of Columbia, Guam, Puerto Rico, Northern Mariana Islands, and U.S. Virgin Islands
watch inside usa
Customer lost access to registered email
lost access email