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Auibutton icon view title Jump to Video Demonstration: How to Change a Credit Card in Soft Decline type standard url https://wiki.14west.us/display/ADVSUPPORT/Cancel+an+Order+with+Installment+Billing#CancelanOrderwithInstallmentBilling-video
| icon | view |
|---|---|
| title | Jump to Video Demonstration: How to Change a Credit Card in Soft Decline |
| type | standard |
| url | https://wiki.14west.us/display/ADVSUPPORT/Cancel+an+Order+with+Installment+Billing#CancelanOrderwithInstallmentBilling-video |
Use these instructions when a customer wants to cancel an order that Is currently on installment billing.
How to Cancel an Order with Installment Billing
- From the Customer Service ribbon, navigate to Customer Activity
Select the item you want to cancel the installment for and do the following...
Expand title For AMB select Cancel Agreement, for Conference right click and select delete registration... A dialog box will appear to confirm the cancellation. (The dialog box will be different depending on the item type being canceled, (for example an AMB) complete the following fields:
Credit Reason Select a cancellation reason. Cancellation Fee Leave the default. Application Options Leave the default. Term # Cancellation Leave the default. Future Term Cancellation Expand title If you also want to cancel all future terms... Prompt the user as to whether they want to cancel all future terms along with the cancellation of the term being processed. Click the Cancel All Future terms box. Multiexcerpt MultiExcerptName space - Click OK
- The order recap will display the refund for the installment cancel
Expand title For CIR select Modification and enter CUS... A dialog box will appear to confirm the cancellation, hit enter once, and then complete the following fields:
Issues to Credit This field will be auto filled based on the credit policy Circulation Service Reason Select a cancel reason Apply to Order Leave as REFUND Cancellation Fee Leave as No Cancellation Fee Reserve Credit Rule Leave Blank Multiexcerpt MultiExcerptName space - Click OK
- The order recap will display the refund for the cancel
Warning In some cases, customer service is cancelling to upgrade or switch the service and they do not want the letter to update. In these cases, the agent should use one of the following reasons as they do NOT generate the letter:
C-UPG - To be used for upgrades
XOPS - One off scenarios in which cancel letters are not desired