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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. Cancellations for Auto‑Upgraded Accounts → Lisa (Initial Outreach)

Auto‑Upgraded accounts that are routed back to Client Success from the Sales Team and are requesting cancellation due to the automatic upgrade will remain assigned to Lisa for the initial outreach.

When this applies

  • The account was automatically upgraded from Essentials to Standard (Essentials → Standard via auto‑upgrade).
  • The customer is now requesting cancellation because of the automatic upgrade. They’ve met with the Sales Team, and the Sales Team indicated that they still want to cancel. 

What Support should do

  1. Confirm in HubSpot / Zoho Billing / DTD Admin that:
    • The account used to be on Essentials, and
    • It was auto‑upgraded to Standard (look for upgrade history, notes, or flags).
    • They’ve met with the Sales Team to discuss the upgrade.
  2. Assign the ticket directly to Lisa Nones for initial outreach.
  3. Add an optional internal note:

Internal note: Auto-upgraded Essentials → Standard account requesting cancellation. Assigned to Lisa for initial outreach per cancellation routing guidelines.

Lisa will then:

  • Conduct the initial outreach
  • 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.