Handling Cancellation Requests for Essentials & Auto‑Upgraded Accounts

Overview

To streamline our cancellation workflow, we are clarifying how cancellations for recent Essentials sign‑ups and auto‑upgraded accounts are handled.

This KB explains:

• Which cancellations go to the CX Retention team
• Which cancellations stay with Lisa for initial outreach
• What the Support team should do when triaging these requests

Routing Summary (High Level)

• Cancellations from recent Essentials sign‑ups → Route to CX Retention team
• Cancellations from auto‑upgraded accounts → Assign to Lisa (initial outreach)

Details and edge cases are described below.

Definitions

Recent Essentials Sign‑Ups

• Accounts on the Essentials plan
• Recently signed up (e.g., new subscription / within the first billing period)

Auto‑Upgraded Accounts

• Accounts that were automatically transitioned from an Essentials plan to a Standard account
• Typically, where the upgrade occurred without a manual Sales-led close, or after the customer declined a direct Sales offer to move to Standard

What This Means for the Support Team

Support remains responsible for the initial triage of cancellation requests, then routing to the correct owner.

When you receive a cancellation request:

1. Verify the account type and history (Essentials vs Standard; auto‑upgrade vs not).
2. Check for IS/onboarding if relevant context is needed.
3. Route according to the rules below.

Use:

• Company Record in HubSpot
• Zoho Billing
• DTD Admin Panel

to confirm plan, history, and activity.

1. Cancellations from Recent Essentials Sign‑Ups → CX Retention team

All cancellations from recent Essentials sign‑ups should now be routed to the CX Retention Team.

When this applies

• Plan/product = Essentials
• The customer is a recent sign‑up (e.g., new contract or first billing cycle)
• They are requesting cancellation

What Support should do

1. Confirm in HubSpot / Zoho Billing / DTD Admin that:
   • Plan is Essentials
   • The sign‑up is recent
2. Assign the ticket to the CX Retention team following the CX Cancellation Decision Tree.

2. Auto-Upgraded Accounts → Billing-Based Routing

For accounts transitioning from Essentials to Standard, routing depends strictly on billing status and where the customer stands in the transition window.

IMPORTANT: Check Billing Status First

• Already Billed Under Standard: If the customer has already been invoiced or billed under their new Standard plan rate, route the request to CX Retention.
• Unbilled / In Sales Conversation: If the customer is still within the 30-day transition window (or actively in Sales conversations) and has not yet been billed for the Standard plan, assign the ticket to Lisa Nones.

Support Action (For Unbilled / 30-Day Transition Window Requests)

1. Confirm in HubSpot, Zoho Billing, and the DTD Admin Panel that:
   • The account was automatically upgraded from Essentials to Standard.
   • The customer met with Sales, expressed intent to cancel, and has not yet been billed under the Standard plan.
2. Assign the ticket directly to Lisa Nones.
3. Add the following internal note to the ticket:

"FR: Auto-upgraded Essentials  → Standard account requesting cancellation prior to Standard billing (within 30-day transition). Assigned to Lisa for initial outreach per cancellation guidelines." 

or

use the snippet name: Cancellation Request: Auto-Upgrade Essentials to Standard (Lisa) [shortcut: #Auto-UpgradeEssentialsAccount(Lisa)]

Lisa will then:

• Conduct the initial outreach
  • Send the template: Essentials Auto Upgrade: Cancellation Request
    • Sample ticket: 41123274254
• Determine next steps (e.g., whether to proceed with cancellation, or downgrade their subscription to Essentials)
  • If no response:
    • Follow up after 24 hours
    • Connect with Kyra to discuss next steps
  • If they agree to be downgraded to the Essentials plan:
    • Deactivate their Standard Subscription
    • Reactivate their Essentials Subscription
    • Update the Subscription ID in the DTD Admin Backend

Edge Cases & Clarifications

If you’re unsure whether it’s a recent Essentials sign‑up or auto‑upgrade

• Add a brief internal note describing what you found in:
  • HubSpot
  • Zoho Billing
  • DTD Admin
• If it clearly looks like a recent Essentials sign‑up → route to the CX Retention team.
• If it clearly looks like an auto‑upgraded Essentials → Standard account → route to Lisa.
• If it’s ambiguous and you cannot confidently decide:
  • Assign to Lisa with an internal note asking for confirmation on routing.

Questions / Updates

If you have questions about a specific case or think an exception may apply:

• Add an internal note summarizing what you see.
• Assign to Lisa for review and clarification.
• Lisa will confirm correct handling.