Purpose

The purpose of this article is to instruct how to handle resignations aka churn

Scope

This is an internal article for CuHa team members who might need to handle churn cases

Churn process (At least FI):

1. Customer contacts us in writing letting us know they want to resign the contract
2. If the customer tells a clear reason, such as ending the business
   1. tag the message with “FI Churn” in intercom
   2. send the macro “Churn: Automaattivastaus”
   3. assign the message to the Churn-Fi group
3. If the customer don’t tell any reason for canceling the subscription
   1. tag the message “Churn FI”
   2. inform sales about the resignation of the company in Slack in the #voittoputki -channel (someone, usually Jaakko, will call them ), add the link to convo in the notes in intercom
   3. Send the customer the macro “Vaihtamassa kilpailijalle” / “Churn: Automaattivastaus”
   4. If sales people haven’t commented in a couple of working days, move the conversation in intercom to “Churn FI” -folder
4. If the customer wants to:
   1. resign after the call, assign the message to Churn FI
   2. stay as customer, send the macro “Churn: pysyykin Timmalla”

What happens then? People in charge of churn does the following steps:

1. Send macro “Churn: irtisanominen”
2. End the billing primarily to the end of the current billing sycle, or in the end of month
3. Check if they have Timma Pay or Nets payment terminal, and resigning them:
   1. Timma Pay: Since there is no contractual commitment with Timma Pay, it can be terminated immediately. Send the instructions for returnal of the terminal. End the billing after the terminal has returned to the office.
   2. Nets:
      1. If the terminal from nets is through us, send the notice of termination to Nets check the lock-in period from Nets, if the lock-in period has expired. If the lock-in period is not up, they will be billed until the lock-in period is over, or they can buy themself out of the remainder period. Nets will send over a return label to the customer.
      2. Ask the customer to contact Nets regarding termination of the contract
      3. If the terminal is integrated, end the billing for integration to agreed upon date.
4. Update the information about the churn to here
5. Set the date of the removal of the salon (HOX! the removal happens at 0:00 on the day of removal)

Things to consider

• The customer must contact us in writing regarding the removal of the salon
• Even if you answer with the “Automaattivastaus” read the message from customer, and answer their other questions
• Check if the person notifying is a user or admin user
  • if they are a user, ask them to contact the admin user so they can delete the user
• The message must come from the admin user (email address / chat)
  • if there is multiple admins, all of them have to contact us
  • If the salon has set the main account holder in the Company > Legal -page, it is enough if they contact us

(this article will be step by step

STEP 1: Check which terminal they use Nets terminal: check the lock-in period from Nets, if the lock-in period has expired and the terminal is through us we can send notice to nets. If the lock-in period is not up, they will be billed until the lock-in period is over, or they can buy themself out of the remainder period. Nets will send over a return label to the customer.

Timma pay terminal: If it is a Timma Pay terminal, it can be returned to us. Please consult with the CuHa team in your country to determine the appropriate return location for the terminal. Since there is no contractual commitment with Timma Pay, it can be terminated immediately. Invoicing for Timma Pay concludes upon CuHa's receipt of the returned terminal. It is also essential to remind customers in the email that they are responsible for any shipping costs associated with the Timma Pay terminal.

STEP 2: Check calendar and SMS reminders

Calendar and SMS reminders will always remain active throughout the current month. Therefore, the last date of the month is recorded as the end date. If one wishes to terminate calendar and SMS reminders, it can be done by concluding the service at the end of the month.

STEP 3: In Norway, the termination process for Timma Pro accounts involves using a Google Docs document to record information about the salon that has terminated its account. Additionally, it may be advisable to send a notification to the sales representative who set up the Timma account for the salon. This ensures that they are informed about the salon's account termination.)

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