SIM_Cancellation of Services

Arina Vlasova Updated by Arina Vlasova Permissioned article This article is internal and cannot be seen by public viewers.

If the customer wants to cancel the services for any line, please follow the steps given below:

We can complete this request ONLY if the customers are signed into their accounts. Through app is preferable - please ask the customer to use app or to send an email from the registered email address. If customers are "Visitors" on Front, they should log in to their account, and should chat from their dashboard.
Please always ask customers to chat from app to get account info.
If Account Lockdown Premium Security Feature is enabled (you see EXTRA SECURITY flag), Verification should be done ONLY over chat. Additional Verification will be done by Tier 3 -> please escalate after you followed current protocol before cancelling services.
  1. Customer confirms full name, email, shipping / billing address and 4 last digits of credit card number.
    If customer is sending request with his / her registered email -> don't expect customer to give name as it is in account, because sometimes customers could use different name variations when they create account (e.g. only first name and not a full name). Shipping address and 4 last digits of cc are enough.
Scenario 1: Customer is facing SMS messages issue and he/she asked for troubleshooting or the Customer does not have text in the plan:
Verification in this Scenario should be done ONLY via chat - customer should be logged in (through app is preferable - please ask them to use app).
  1. Mandatory: You should go to Flow plugin on Front and check the location of customer: city and country should be the same as in billing/shipping address.
  2. You can skip the SMS OTP and should ask additional security question 1:
    1) “When was your account created? When did you order your Starter Kit?” OR “When was your line activated? When did you buy your first plan?”
    You can skip the SMS OTP and should ask additional security question 2:
    2) "When was your last charge?" OR "What was your Base Plan?"
    Do NOT expect customers to give exact date, month and year or season and year (e.g. spring 2020) should work.
  3. Customer answers at least 1 of the 2 questions correctly.
Scenario 2: Customer can successfully receive SMS OTP.
  1. You should send an SMS from SMS folder on Front using canned response “OTP SMS”. Make sure to create 6 digits OTP (except for 123456 or 000000 or 1111111 and the OTP should be the random numbers so it can not be easily guessed).
  2. You should put the OTP number on Subscriber profile page comment section, and put a note on the Front initial thread saying OTP was sent and OTP number is XXXXXX.
  3. Customer shares the OTP with you and it should be the same OTP which you sent in SMS.
After Scenario 1 Or Scenario 2 steps are completed:
  1. Disable AutoPay (Reach out to any TL if you don’t have the access or ask the customer to do it on their own as they might get charged for the plan of next billing cycle).
  2. Hotline the line.
  3. Then log a refund for the order which was unused (or partially used).

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