Cancelations
How do you calculate a customer's ETF?
$15 x the number of months left in the term
At what point can an order no longer be canceled?
after it has been fulfilled
What are the two ways you can get the link to update their card information to the customer?
email or sms
What is the longest a customer can be put on seasonal suspension for?
six months
Sending one device to a customer in exchange for one device they have is what kind of RMA?
Swap
How would you tell if a device has been canceled?
cancelation date/service status on the Contract page in NS
What's should you check for in the 'shipping' tab on a sales order after selecting the address to ship to?
A1 Valid
What constitutes bi-annual billing?
being billed once every two years
If a customer was on seasonal suspension from February to April, how many more months could they do in this twelve month period?
3 months
Once a Swap or Goodwill is processed, how long does the customer have to send the device back to us?
60 days
For an account cancelation, what field needs completed on the Customer page in NetSuite?
portal deactivation date
When starting an accessory only sales order, what would you put in the 'contract' field?
nothing
What are the three ways we currently accept payment?
-credit/debit card
-bank account
-direct bill
What is the earliest a seasonal suspension can be ended?
tomorrow
If applicable, at what point during the RMA process is the customer charged?
RMA SO
What rate should you make the customer aware of with our current cancelation policy?
proration
What change do you need to make on the Customer page in NetSuite when reactivating an account?
remove the portal deactivation date
What is the difference between a Customer Deposit and a Deposit on the print statement?
-customer deposit = the customer gave us money
-deposit = chargeback
What happens to applicable contract terms during seasonal suspension?
they are extended the length of the seasonal suspension term
When adding a device to an RMA, what is the first thing you need to sort by for any devices to populate?
device type
What is the final step of any cancelation processed?
confirmation email
If it is the 15th of June, how many free days would you give a customer to have clean billing in July?
16 days
Daily Double!
Once a billing cycle
What happens to a canceled device that was on seasonal suspension?
the seasonal suspension line reactivates the device when it ends
In the event of a service line type change, what happens to the current service line?
it is immediately deactivated upon RMA submission